Hoping someone can give some insight on how to fix this problem.
I currently live less than 2500 feet from the central office and my availability is provisioned at up to 3.0 mbps. When the technician came out to my home to connect the wires, he said he was able to get 10 mbps on my line. As a side note, I used to be located over 9000 feet from this same central office and was receiving 7.0 mbps. I've contacted sales/tech support numerous times to try and get my speed cap increased, but I keep getting punted back and forth. Sales states they can't increase my speed because the cap is set to 3 mbps, and tech states they cannot increase my speed because I'm maxed out at what I am currently provisioned for. When the tech agents test my line, they've reported back speeds on my line of between 7-9 mbps each time. I've had a sales and tech agent on a conference call and still can't get a resolution.
What else can I do to try and get my speed cap increased?
Unfortunately, there probably isn't anything you can do to get higher speed. Both sales and tech are giving you correct information. Just from 2 different perspectives. Tech is telling you what your line is capable of handling. Sales is telling you what they are allowed to sell within current Verizon policy which is set at the corporate level. For some reason Verizon has decided the two higher speed DSL tiers will only be sold in select areas. So in spite of the fact that your line can handle the higher speed, the sales department has their hands tied by corporate policy.
That's good to know. Thank you. If they're going to make that their policy I guess I'll be cancelling my service. I don't see any value in paying $55 for 3 mbps when I can get up to 25 mbps from comcast for less than $10 more (even if they throttle my speed).
If your package falls under the new pricing Verizon has, if you already pay for 3Mbps, you pay for 15Mbps. Billing can usually push to get a speed to you if it's being offered in the system or if there is belief that a mistake may be in the database, but that's it.
If you're at 2,500 feet and you've held 7.1Mbps in the past on a longer run, then there's a good chance you can get higher speeds. Many areas had the higher speed tiers removed due to a lack of upgrading or due to capacity concerns. If you still have no luck with any of the phone techs, let me know and I'll see what I can do to get it turned up. No guarantees though.
Thanks for your help Smith6612! I got the same run around answer, so any hail mary attempt you can make is very much appreciated.
If it helps, here is some info I pulled from my modem and traceroute. Not sure what to make of the traceroute.
1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 0 ms 0 ms 0 ms
2 ash-bb1-link.telia.net (213.248.70.241) 11 ms 11 ms 10 ms
3 ash-bb3-link.telia.net (80.91.248.160) 7 ms 0 ms 7 ms
4 ash-b2-link.telia.net (213.155.133.189) 0 ms ash-b2-link.telia.net (80.91.252.93) 0 ms ash-b2-link.telia.net (213.155.133.183) 0 ms
5 GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 0 ms TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 0 ms 4 ms
6 so-1-0-0-0.SJC01-CORE-RTR1.verizon-gni.net (130.81.20.45) 81 ms 81 ms 81 ms
VPI: 0
VCI: 35
DSL Mode Setting: Auto
DSL Negotiated Mode: G.DMT
Connection Status: ShowTime
Speed (down/up): 3360 / 864 Kbps
ATM QoS class: UBR
Output Power (Downstream/Upstream): 11.9 / 12.9 dBm
Attainable Rate (Downstream/Upstream): 11456 / 996 Kbps
HEC Errors (Downstream/Upstream): 0 / 0
OCD Errors (Downstream/Upstream): 0 / 0
LCD Errors (Downstream/Upstream): 0 / 0
SNR Margin (Downstream/Upstream): 29.2 / 11.0 dB
Attenuation (Downstream/Upstream): 15.0 / 9.0 dB
Current speed tests show 1.24 Mbps down and 0.73 Mbps up.
Right now it looks as if your line is stuck at 7.1Mbps as a max speed, due to the fact that you are on ADSL (G.DMT) mode. ADSL will max at 8Mbps/1Mbps. If Verizon is able to get you to an ADSL2+ DSLAM, if you're not already on one, 10Mbps should be doable on that line.
Let me send some contact info your way. Check your Private Messages on this forum. The link for that is the envelope at the top right of the forum page.
Start a new topic or ask questions in the open forum.
