Our U-Verse internet has been up now for 46 days without a single glitch. No downtime, and no noticeable or sustained dips in speed or ping time. I am probably jinxing myself, but I find this absolutely amazing. I guess I shouldn't find this too stunning (wait, you mean we're actually getting the service for which we paid?!?) but in over 10 years of service with Sunflower, we never went for longer then 7-10 days at a time without some downtime (if even for a few minutes), and frequently the outages and slowdowns were much worse.
I'd actually be interested in know why this is so, from a technical standpoint. I would think coaxial cable would be more reliable then copper, but perhaps it has to do more with the network management rather then the medium. Alas, it is a mystery.
Now, if the AT&T folks who run the U-Verse network could only give the guys who run their cellular data networks a few clues...
Monday, October 26, 2009
Monday, October 5, 2009
U-Verse Internet caveats
Our U-Verse internet has continued to be rock-solid (keeping fingers crossed) but during the month we've used it so far, there have been a few minor issues we have come across, which I will document here for Google and posterity. Two of these have easy workarounds, and the other two will not really matter to most people, but might to you, if you are a special flower....so read on....
First, the two issues that have workarounds:
1. The U-Verse gateway's DNS doesn't like Apple computers.
The workaround for this is easy. If you use a Mac, simply set your DNS to use OpenDNS (or if you have a bunch of Macs, you can do this in the router)
2. U-Verse's head end blocks outbound traffic on port 25 for non AT&T email accounts.
This is the port that is used by most mail programs when they send outbound email. This isn't something you can change locally in your router, but luckily AT&T will unblock it if you ask them. We were able to get this done in 5 minutes via their online chat support, but other people have had to call in to tier 2 technical support.
And second, the two issues which might be deal-killers for some folks:
3. U-Verse utilizes interleaving for their data transmission.
Interleaving is a method of transmitting data in non-sequential chunks to increase overall performance. This is good for things like TV, but it has a side-effect with internet...slightly longer ping times, up to 20 milliseconds or more. This doesn't matter to most people....unless you are an online gamer. Online gaming relies on very fast response times from the servers, and the added overhead of U-Verse's interleaving may degrade game performance in some games. This isn't a "100% for sure" thing...it depends on the game and the server, but it is certainly something that should be at "yellow alert" for any gamers considering U-Verse. Take advantage of the 1-month free trial and test with all your favorite games.
4. There's no way to get pure unrouted internet access to a local device.
U-Verse allows you to set up a DMZ, which for an individual PC will allow in all internet traffic. This is considered dangerous and only experienced folks who know what they are doing should use the DMZ. However, some physical devices, such as hardware VPN routers and firewalls do not like being in a DMZ; they prefer pure, unrouted "raw" public connections to the internet. U-Verse's residential gateway cannot be placed into the "bridge" mode that is required to do this, so if you need this functionality, make sure you test your devices with U-Verse during the free trial period to make sure they work.
First, the two issues that have workarounds:
1. The U-Verse gateway's DNS doesn't like Apple computers.
The workaround for this is easy. If you use a Mac, simply set your DNS to use OpenDNS (or if you have a bunch of Macs, you can do this in the router)
2. U-Verse's head end blocks outbound traffic on port 25 for non AT&T email accounts.
This is the port that is used by most mail programs when they send outbound email. This isn't something you can change locally in your router, but luckily AT&T will unblock it if you ask them. We were able to get this done in 5 minutes via their online chat support, but other people have had to call in to tier 2 technical support.
And second, the two issues which might be deal-killers for some folks:
3. U-Verse utilizes interleaving for their data transmission.
Interleaving is a method of transmitting data in non-sequential chunks to increase overall performance. This is good for things like TV, but it has a side-effect with internet...slightly longer ping times, up to 20 milliseconds or more. This doesn't matter to most people....unless you are an online gamer. Online gaming relies on very fast response times from the servers, and the added overhead of U-Verse's interleaving may degrade game performance in some games. This isn't a "100% for sure" thing...it depends on the game and the server, but it is certainly something that should be at "yellow alert" for any gamers considering U-Verse. Take advantage of the 1-month free trial and test with all your favorite games.
4. There's no way to get pure unrouted internet access to a local device.
U-Verse allows you to set up a DMZ, which for an individual PC will allow in all internet traffic. This is considered dangerous and only experienced folks who know what they are doing should use the DMZ. However, some physical devices, such as hardware VPN routers and firewalls do not like being in a DMZ; they prefer pure, unrouted "raw" public connections to the internet. U-Verse's residential gateway cannot be placed into the "bridge" mode that is required to do this, so if you need this functionality, make sure you test your devices with U-Verse during the free trial period to make sure they work.
U-Verse TV parting shot and wireless gateway weirdness
As I mentioned last week, we decided to go with Sunflower Broadband for television, keeping U-Verse for internet. This weekend, I disconnected the U-Verse set-top boxes in preparation for shipping them back to AT&T (this shipping is handled by the UPS store; AT&T has an account with them, so we just drop the boxes off there).
This gave me the chance to snap a couple extra pictures of various aspects I hadn't mentioned before. Specifically, you can now get a good view of the various ports on the back of the unit as well as seeing how the two units stack up right next to each other. (the smaller box is the secondary unit, sans DVR hard drive.)
Interestingly enough, once AT&T shuts off television service to your home (which they do remotely), you can't even use the DVR to watch previously-recorded shows. This is different then other devices like the TiVo, which allows you to watch shows previously recorded even if you no longer are paying for service.
Wireless weirdness
Last Thursday night, our U-Verse residential gateway's (RG's) wireless interface failed. Basically, it was randomly dropping connected wifi devices, and if you tried to connect a new device, sometimes it would connect, and sometimes it would not connect. Even if it connected, it would drop after a few minutes, or the DHCP server wouldn't assign an IP address to the wifi client. I determined that this was not any type of new interference or signal issue. My solution was simply cycling wifi off and turning it back on from the RG's admin interface, after which everything went back to working properly.
Needless to say, this glitch didn't fill me with confidence as to the robustness of the residential gateway. In comparison, our previous wireless router, an Apple Airport Extreme, ran uninterrupted for over a year without any glitches like this. I should also note that the DSL signal (i.e. internet connection) was fine through this entire episode. The problem is local on the gateway itself, not the upstream connection.
Although the RG allowed wireless to be reset without requiring a full reboot of the entire RG, we noticed later when we tried to watch a television show that was recorded during this time period that it was blocky, pixellated, and skipped a lot, indicating that the RG was really having some issues. We had already decided at this point to drop the U-Verse TV service, but this certainly reinforced our decision.
As of now, the RG has been performing fine, both wired and wireless since then. I will certainly be keeping an eye on things though. File this under "reliability, long term, questions of."
This gave me the chance to snap a couple extra pictures of various aspects I hadn't mentioned before. Specifically, you can now get a good view of the various ports on the back of the unit as well as seeing how the two units stack up right next to each other. (the smaller box is the secondary unit, sans DVR hard drive.)
Interestingly enough, once AT&T shuts off television service to your home (which they do remotely), you can't even use the DVR to watch previously-recorded shows. This is different then other devices like the TiVo, which allows you to watch shows previously recorded even if you no longer are paying for service.
Wireless weirdness
Last Thursday night, our U-Verse residential gateway's (RG's) wireless interface failed. Basically, it was randomly dropping connected wifi devices, and if you tried to connect a new device, sometimes it would connect, and sometimes it would not connect. Even if it connected, it would drop after a few minutes, or the DHCP server wouldn't assign an IP address to the wifi client. I determined that this was not any type of new interference or signal issue. My solution was simply cycling wifi off and turning it back on from the RG's admin interface, after which everything went back to working properly.
Needless to say, this glitch didn't fill me with confidence as to the robustness of the residential gateway. In comparison, our previous wireless router, an Apple Airport Extreme, ran uninterrupted for over a year without any glitches like this. I should also note that the DSL signal (i.e. internet connection) was fine through this entire episode. The problem is local on the gateway itself, not the upstream connection.
Although the RG allowed wireless to be reset without requiring a full reboot of the entire RG, we noticed later when we tried to watch a television show that was recorded during this time period that it was blocky, pixellated, and skipped a lot, indicating that the RG was really having some issues. We had already decided at this point to drop the U-Verse TV service, but this certainly reinforced our decision.
As of now, the RG has been performing fine, both wired and wireless since then. I will certainly be keeping an eye on things though. File this under "reliability, long term, questions of."
Wednesday, September 30, 2009
Sunflower Broadband Gold Internet to receive upgrade
Mere days after we decided to go with U-Verse for our internet needs, we (as well as presumably every subscriber in Lawrence) got a letter from Sunflower Broadband detailing upgrades to their top-of-the-line Gold Internet package, starting November 1 (the news about the upgrade still isn't on Sunflower's web site as of this writing). This is the very package we recently subscribed to that we switched from to U-Verse. Does the new plan give us some serious "buyers remorse?"
Let's take a comparison:
So, to summarize, for an extra $10 per month, Sunflower Gold customers will get over twice the download speed and bandwidth, and a very slight boost in upload speed. Not mentioned in the letter is the technology which make's Sunflower's upgrade possible, DOCSIS 3.0, which promises, as one of its features, better management ability of the data streams, which will hopefully end the evening congestion and slowdowns that have frustrated many cable modem customers. The faster download speed should be really nice for downloading huge files, such as operating systems and online movies and television. While many users won't see the theoretical maximum connecting to public sites on the internet, the fact that these speeds are starting to become available to home users is a great sign for the future. This is a solid upgrade and I congratulate Sunflower for bringing DOCSIS 3.0 technology to Lawrence.
While a good value for the extra $10, it isn't quite enough to win us back for now. I am disappointed to see the upload speed of the upgraded Gold plan is still an anemic 1 mbit, which is 50% less the our U-Verse connection and barely any better then the old Gold plan. Given how much upload speed matters for common tasks like uploading home photos and movies to online sharing sites, as well as file sharing and connecting to corporate VPNs, the almost unchanged upload speed isn't very impressive.
The increased bandwidth is very nice, and would make us worry less about unexpected overages, but it falls short of U-Verse's unlimited bandwidth, as well as continuing to be somewhat less then other cable providers such as Comcast which caps bandwidth at 250 gigabytes. Sunflower does offer a bandwidth-unlimited service called Palladium as an alternative, but variable download speeds and a still-slow upload don't make this an attractive option compared to U-Verse for now.
Sunflower's upgrades are good news for customers and makes the Internet choice closer then it was 24 hours ago. In the past, Sunflower has often "tweaked" their offerings, and if they bump the new Gold upload speeds up a megabit or so and continue to adjust their bandwidth limits higher, they have a good shot at winning our business back yet. For now though, we will still stick with U-Verse as long as its price and reliability continue unchanged.
Let's take a comparison:
| Existing Gold | Upgraded Gold | U-Verse Max 18 | |
| Download | 21 mbit | 50 mbit | 18 mbit |
| Upload | .75 mbit | 1 mbit | 1.5 mbit |
| Bandwidth cap | 50 GB | 120 GB | unlimited |
| Price | $50 | $60 | $65 |
So, to summarize, for an extra $10 per month, Sunflower Gold customers will get over twice the download speed and bandwidth, and a very slight boost in upload speed. Not mentioned in the letter is the technology which make's Sunflower's upgrade possible, DOCSIS 3.0, which promises, as one of its features, better management ability of the data streams, which will hopefully end the evening congestion and slowdowns that have frustrated many cable modem customers. The faster download speed should be really nice for downloading huge files, such as operating systems and online movies and television. While many users won't see the theoretical maximum connecting to public sites on the internet, the fact that these speeds are starting to become available to home users is a great sign for the future. This is a solid upgrade and I congratulate Sunflower for bringing DOCSIS 3.0 technology to Lawrence.
While a good value for the extra $10, it isn't quite enough to win us back for now. I am disappointed to see the upload speed of the upgraded Gold plan is still an anemic 1 mbit, which is 50% less the our U-Verse connection and barely any better then the old Gold plan. Given how much upload speed matters for common tasks like uploading home photos and movies to online sharing sites, as well as file sharing and connecting to corporate VPNs, the almost unchanged upload speed isn't very impressive.
The increased bandwidth is very nice, and would make us worry less about unexpected overages, but it falls short of U-Verse's unlimited bandwidth, as well as continuing to be somewhat less then other cable providers such as Comcast which caps bandwidth at 250 gigabytes. Sunflower does offer a bandwidth-unlimited service called Palladium as an alternative, but variable download speeds and a still-slow upload don't make this an attractive option compared to U-Verse for now.
Sunflower's upgrades are good news for customers and makes the Internet choice closer then it was 24 hours ago. In the past, Sunflower has often "tweaked" their offerings, and if they bump the new Gold upload speeds up a megabit or so and continue to adjust their bandwidth limits higher, they have a good shot at winning our business back yet. For now though, we will still stick with U-Verse as long as its price and reliability continue unchanged.
The Verdict: Landline Telephone
It's kinda of anti-climactic, but we are going with AT&T U-Verse for our landline telephone. This is partially because we don't have much of a choice -- AT&T requires that you subscribe to at least two of the U-Verse packages to maintain service. Since we want the Internet and don't want the television, we have to maintain the phone service to keep subscribing.
There apparently is not concept of "dry loop" U-Verse. With regular DSL, you can subscribe without any ancillary phone service, and pay an extra $10 per month for this, but AT&T chose not to carry this ability over to U-Verse.
Luckily, we actually like the phone service so it's not much of an issue. The main pluses with U-Verse's phone is the internet-enabled management of the line, call logs, and voicemail messages, as well as unlimited long distance. I noted before the downside of touch tones not working all the time, but this is a relatively minor issue, albeit annoying -- and supposedly AT&T considers it a bug (they should!) and is trying to fix it.
Anyway, that's that. U-Verse for internet and phone, and Sunflower Broadband for television....or is it? This trial has been around a month. While I have gotten good ideas about each service's features and reliability, the fact is, 1 month is too short to figure everything out.
How is U-Verse's long term reliability? What about customer service consistency? We will continue to re-evaluate our service providers based on their own performance as well as new offers and changes from competitors. I plan to keep this blog going, as a resource for Lawrence, Kansas broadband users, as well as as a resource for the increasing number of visitors from outside Lawrence.
There apparently is not concept of "dry loop" U-Verse. With regular DSL, you can subscribe without any ancillary phone service, and pay an extra $10 per month for this, but AT&T chose not to carry this ability over to U-Verse.
Luckily, we actually like the phone service so it's not much of an issue. The main pluses with U-Verse's phone is the internet-enabled management of the line, call logs, and voicemail messages, as well as unlimited long distance. I noted before the downside of touch tones not working all the time, but this is a relatively minor issue, albeit annoying -- and supposedly AT&T considers it a bug (they should!) and is trying to fix it.
Anyway, that's that. U-Verse for internet and phone, and Sunflower Broadband for television....or is it? This trial has been around a month. While I have gotten good ideas about each service's features and reliability, the fact is, 1 month is too short to figure everything out.
How is U-Verse's long term reliability? What about customer service consistency? We will continue to re-evaluate our service providers based on their own performance as well as new offers and changes from competitors. I plan to keep this blog going, as a resource for Lawrence, Kansas broadband users, as well as as a resource for the increasing number of visitors from outside Lawrence.
Friday, September 25, 2009
The Verdict: Internet
We decided to go with U-Verse for our Internet service, canceling our Sunflower Broadband internet, which we had used for over 13 years. U-Verse' top line internet costs $15 more per month then Sunflower's; we decided that the advantages of U-Verse for internet were enough to make this extra $15 per month a reasonable value.
My main concern with U-Verse's service was its reliability. While, as they always say "past performance is no guarantee of future results," in four weeks of testing, our U-Verse internet has not gone down once, even for a single minute. Even during intensive ping testing, U-Verse never has lost more then a few packets during any 24-hour period. Furthermore, the speed of U-Verse has been remarkably consistent, always ranging between 16 and 17 mbit down and about 1.4 mbit up, no matter the time of day.
While Sunflower's internet service is very fast at certain times of day, it frequently slows down during evenings or other times of heavy network use, sometimes to less then half of the speed we were paying for. Furthermore, the internet services would occasionally go down, sometimes for a few minutes, other times for longer. During the last 6 months, our Sunflower uptime was 99.14%, and U-Verse's (over the past 4 weeks) was 99.99%.
The other primary reason we went with U-Verse was because U-Verse does not have bandwidth overage fees or any kind of bandwidth limits. Although we have been careful with Sunflower and managed to avoid any bandwidth overage charges, having "the meter running" all the time was annoying, and we worried that we could always be surprised with an unexpected charge. With U-Verse we do not have this worry. One could almost think of the $15 extra for U-verse as an insurance policy...it buys peace of mind not having to worry about bandwidth overages.
The Internet victor: AT&T U-Verse
Addendum....Advice for the losing team on what they can do to win a customer back...
So, for now we are with U-Verse for our Internet. What could Sunflower do to win us back as Internet customers? The main things would be to raise their internet bandwidth caps to a level where they would not be a worry (but would still deter immense hogs). Comcast has set a cap of 250 GB, way above Sunflower's current 70 GB limit. Sunflower could follow Comcast's lead here. They can also improve the speed and reliability of their network. A new cable internet standard called DOCSIS 3 may provide much greater speeds and more reliability. When Sunflower rolls this out (rumors have it coming later this fall), they might win some customers back, us included.
My main concern with U-Verse's service was its reliability. While, as they always say "past performance is no guarantee of future results," in four weeks of testing, our U-Verse internet has not gone down once, even for a single minute. Even during intensive ping testing, U-Verse never has lost more then a few packets during any 24-hour period. Furthermore, the speed of U-Verse has been remarkably consistent, always ranging between 16 and 17 mbit down and about 1.4 mbit up, no matter the time of day.
While Sunflower's internet service is very fast at certain times of day, it frequently slows down during evenings or other times of heavy network use, sometimes to less then half of the speed we were paying for. Furthermore, the internet services would occasionally go down, sometimes for a few minutes, other times for longer. During the last 6 months, our Sunflower uptime was 99.14%, and U-Verse's (over the past 4 weeks) was 99.99%.
The other primary reason we went with U-Verse was because U-Verse does not have bandwidth overage fees or any kind of bandwidth limits. Although we have been careful with Sunflower and managed to avoid any bandwidth overage charges, having "the meter running" all the time was annoying, and we worried that we could always be surprised with an unexpected charge. With U-Verse we do not have this worry. One could almost think of the $15 extra for U-verse as an insurance policy...it buys peace of mind not having to worry about bandwidth overages.
The Internet victor: AT&T U-Verse
Addendum....Advice for the losing team on what they can do to win a customer back...
So, for now we are with U-Verse for our Internet. What could Sunflower do to win us back as Internet customers? The main things would be to raise their internet bandwidth caps to a level where they would not be a worry (but would still deter immense hogs). Comcast has set a cap of 250 GB, way above Sunflower's current 70 GB limit. Sunflower could follow Comcast's lead here. They can also improve the speed and reliability of their network. A new cable internet standard called DOCSIS 3 may provide much greater speeds and more reliability. When Sunflower rolls this out (rumors have it coming later this fall), they might win some customers back, us included.
The Verdict: Television
We've decided to stick with the local cable company, Sunflower Broadband (with an assist from TiVo) for our television service. U-Verse had some exciting features, but in the end, these additional features were not worth an additional $25 or so per month (for the television portion of the bill), especially given our bias toward the TiVo UI and experience.
The quality of the HD signal ended up being a push. Neither U-Verse nor Sunflower seemed dramatically better or worse then the other. The only noticeable difference was that U-Verse's picture seemed somewhat darker (something others had noticed). Actual watch-ability of HD on both services was fine. As an aside, during my research, I found this great guide to the interpretation and understanding of HD quality, I highly recommend it to anyone interested in the subject.
When we compared the two providers, the main advantages of U-Verse was the seamless integration of the service on multiple TVs, excellent online and remote scheduling, and a greater selection of channels. U-Verse's main disadvantages were that it was more expensive, the UI of the devices was inferior to TiVo, and it wasn't as good with advanced recording options (such as prioritizing shows and padding recording times).
The main advantage of Sunflower/TiVo was a cheaper price, more local channels, the excellent TiVo UI experience, and (at least for now) clear QAM support for the digital cable, allowing viewing on my Mac and other TVs without needed a set-top box. Sunflower's main disadvantages include the lack of seamless integration between TVs, poorer remote scheduling (although TiVo has been beefing this up), and the random 'jumping' of QAM TV channels.
In the end, the main determining factors came down to UI and price. Minor differences aside, both systems offer all the same major channels in HD that we would ever watch. Both offer DVR capability, and the picture quality of both is very similar. In the end, we decided the small advantages of U-Verse television in some areas were not worth an extra $25 per month.
The television victor: Sunflower Broadband.
Addendum....Advice for the losing team on what they can do to win a customer back...
So, for now we are with Sunflower for our television. What could AT&T do to win us over as television customers? The main thing would be for them to work on their pricing structure, as they are simply not competitive with 'standard' cable prices. They could start with killing the ridiculous extra $10 charge merely to watch HD television, and try to get the price for the typical 2 to 4 television household down within 10 or 15 bucks of cable. I understand they will always charge a bit more for some of the advanced features they provide (such as the seamless integration and such) but price is still an area they must work on. The second thing AT&T could do is hire a few human interface design experts to go over the set-top box UI, both on the screen and the remote control and try to make it a bit less annoying. TiVo is the gold standard, but in spite of my love towards TiVo, it is somewhat dated...so combine the usability of TiVo with a modern look and feel, and AT&T will have a winner.
The quality of the HD signal ended up being a push. Neither U-Verse nor Sunflower seemed dramatically better or worse then the other. The only noticeable difference was that U-Verse's picture seemed somewhat darker (something others had noticed). Actual watch-ability of HD on both services was fine. As an aside, during my research, I found this great guide to the interpretation and understanding of HD quality, I highly recommend it to anyone interested in the subject.
When we compared the two providers, the main advantages of U-Verse was the seamless integration of the service on multiple TVs, excellent online and remote scheduling, and a greater selection of channels. U-Verse's main disadvantages were that it was more expensive, the UI of the devices was inferior to TiVo, and it wasn't as good with advanced recording options (such as prioritizing shows and padding recording times).
The main advantage of Sunflower/TiVo was a cheaper price, more local channels, the excellent TiVo UI experience, and (at least for now) clear QAM support for the digital cable, allowing viewing on my Mac and other TVs without needed a set-top box. Sunflower's main disadvantages include the lack of seamless integration between TVs, poorer remote scheduling (although TiVo has been beefing this up), and the random 'jumping' of QAM TV channels.
In the end, the main determining factors came down to UI and price. Minor differences aside, both systems offer all the same major channels in HD that we would ever watch. Both offer DVR capability, and the picture quality of both is very similar. In the end, we decided the small advantages of U-Verse television in some areas were not worth an extra $25 per month.
The television victor: Sunflower Broadband.
Addendum....Advice for the losing team on what they can do to win a customer back...
So, for now we are with Sunflower for our television. What could AT&T do to win us over as television customers? The main thing would be for them to work on their pricing structure, as they are simply not competitive with 'standard' cable prices. They could start with killing the ridiculous extra $10 charge merely to watch HD television, and try to get the price for the typical 2 to 4 television household down within 10 or 15 bucks of cable. I understand they will always charge a bit more for some of the advanced features they provide (such as the seamless integration and such) but price is still an area they must work on. The second thing AT&T could do is hire a few human interface design experts to go over the set-top box UI, both on the screen and the remote control and try to make it a bit less annoying. TiVo is the gold standard, but in spite of my love towards TiVo, it is somewhat dated...so combine the usability of TiVo with a modern look and feel, and AT&T will have a winner.
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