07-11-2012 05:04:05 AM
My name is Mike, and I've been an AT&T uverse customer for just over two weeks now. My wife and I upgraded to AT&T uverse after my uncle recommended it to us. Since installation we've had many instances of the TV freezing (usually 2-3 times per 30 minute show), and a few cases where we would lose TV entirely for about 20 minutes. I've called AT&T, and they are sending a technician out today, but after reading some of the articles on this message board, I thought that I would post the screenshots from UV Realtime and see if anyone could offer up some advice for me to tell the tech when he gets out. We have two TVs. One is hard wired via Ethernet cable into the 2wire 3800HGV-B and one is wireless. We have these issues on both TVs. Also, we periodically lose our internet connection as well. Here are all the screenshots from UVrealtime that had info. All the other tabs contained no data - we have nothing wired via Coax, so I didn't include that tab (it says no data available).
Any help would be appreciated!
07-11-2012 11:48:18 AM - edited 07-11-2012 11:49:28 AM
Your stats page is a mess. Your bitloading graph shows signs of a bridge tap. Your line currently isn't capable of supporting a 32/5 profile, yet that's what you're on.
Some people are having problems with wireless recievers, some are having success. But right now, neither wireless nor wired is going to work right in your home, so put that issue aside for now.
Call technical support and tell them the problems you're having (just like you listed in your message). They should dispatch someone to check your lines and find and fix the problems. Once the line problems are fixed, then you can look to see if the wireless receiever is working properly for you.
07-11-2012 05:13:37 PM
Thanks for the reply!
A technician just left. He told me that there were issues outside our apartment and that someone would be coming out tonight to 'fix the problem(s)'. So I have my fingers crossed.
My question now is, what should my screenshots look like? I'm fairly comfortable around modems and routers (in a self-taught sort of way). I've done massive over-hauls to my old Linksys routers firmware and messed with lots of settings on many other modems/routers for friends and family over the years, but these numbers / graphs don't mean very much to me. I'm hopeful that the tech crew coming out tonight will fix the issue, but since I was told that they probably wouldn't come up and let me know that the work was done, I would feel better if I knew how to interpret what these screens meant.
Thanks again for the help.
07-11-2012 05:31:56 PM
I just saw another AT&T van leave the parking lot. I don't know if it is the same guy or not, but I thought I'd reboot my modem and see how the error log plays out over the next few hours.
I've been reading the documentation that came with UV Realtime, and I see how you determined that there is a bridge tap. After the reset, I see that there is a bridge tap still in place, so I am hoping that the truck I saw wasn't the follow up technician leaving.
Thank you again for the help. If I need anything else, I'll be back to post my plea for assistance!
07-13-2012 03:34:24 PM
We're pushing day two and I've had no issues
The AT&T van I saw was not the technician that was going to work on the outside wiring, but one came out at 8am the following day and removed the bridge tap. Now everything is working smoothly. No pixilation, freezing, or signal losses yet, and the UV realtime numbers are Vastly improved.
Thanks for the advice!