Aliant shapes a subscriber’s traffic when it passes through the aggregate router at Layer 3 (also described as PDU shaping or IP shaping). Subscribers are shaped based on profiles that define their performance. The default profile is 1M. If you don’t explicitly complain, they will not reset your profile. This is the first thing you should ask the Tech Operator to check. The difficulty in troubleshooting is the Tech Operator doesn't have access to your billing/service description so they have to call billing to get confirmation of your service before they can make the change.

In many cases they are billing you for the correct service, but the DSLAM/Router has not been proper programmed to reflect your high BW service.

I haven’t heard of Aliant switching subscribers on purpose, but they did just finish a very large modem swap-out which resulted in subscribers changing DSLAMs and many users ended up on new ports with new ‘default’ profiles. Also, DSL service has no SLA so they can perform maintenance without notice (DLSAM Line Card upgrade) which has been known to reset users profiles.

If you read the agreement, the download speeds are only guaranteed within Aliant’s network (to download Aliant content). They do not guarantee these speeds over the entire Internet.

I don't work for them, but I do have some insight.

I do agree that waiting for the end customer to call is probably not the best solution to addressing which ports need to be corrected.

FB