Uverse keeps disconnecting and reconnecting

Peleandros · ‎03-22-2012

Hi, I had this issue before, and a tech came out. He did some outside stuff, then did some stuff inside...he said he cut off some 'extraneous wire'

It seemed to fix the problem for a little while, but now I have been having the trouble occassionally again. The DSL service will completely disconnect, and sometimes it won't reconnect for an hour, sometimes it'll reconnect quickly, within a minute or so, but disconnect again a minute or so later.

I have downloaded UV Realtime, so here are the screenshots from it (the Internet was connected at the time the screenies were taken).

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I'd be grateful if anyone has any solutions. If it helps any, I've noticed that the problems happens in the afternoons on weekends, and between 5 and 7 on week nights. I haven't noticed it any other times, but it may happen then as well.

Thanks in advance!

SomeJoe7777 · ‎01-30-2008

It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

Peleandros · ‎03-22-2012

Well, I called technical support, and supposedly they are sending someone out tomorrow. I am just now getting back to this, I had some computer issues that precluded me getting back to this forum.

I have another kinda off-topic question though. Are you AT&T employees, or just knowledgable volunteers?

fearlessuser · ‎05-26-2012

Mostly just other Uverse customers. There are a few AT&T employees here, but not that many.

SomeJoe7777 · ‎01-30-2008

That is correct, most of us here are simply other AT&T customers, including myself.

There are a few AT&T employees here, they always have a disclaimer in the signature lines of their posts that state that the post is their own personal opinion and not AT&Ts.

Peleandros · ‎03-22-2012

Well, the technician came out today. He worked in the outside telephone box and redid some wires. He also looked at some wires inside, but didn't really mess with them. He also replaced the modem itself.

And so far, still having the same issues. He said that no bridge taps were detected. What do I do now?

Already have this in just about 7 hours since the guy's been here.

Is this just how it's going to be? I really don't want to call the technical support line again, because I don't want to have to deal with the foreigners that are almost impossible to understand/hear.

Any suggestions?

Peleandros · ‎03-22-2012

Well, a quick update again. It seems like this modem is even worse than the one I had before. Before, when it was connected, everything ran smooth as silk.

This one seems to have issues even while it is connected. It connects to webpages slowly, and I've lost connection with the modem from my computer, even while it was still showing it was connected to the DSL still.

Ugh. So much for the tech actually fixing anything, it seems.

SomeJoe7777 · ‎01-30-2008

Can you re-post the bitloading graph?

Peleandros · ‎03-22-2012

I did restart the modem this morning, and so far it seems to be running ok. I haven't been home most of the day though.

SomeJoe7777 · ‎01-30-2008

Well, the bitloading looks a lot better, but the error table still shows you're taking some errors.

If the line continues to give you problems, you'll have to call tech support again and have them continue troubleshooting.

Peleandros · ‎03-22-2012

Is there anything specific I can tell them? Any special way to work around the "Have you turned off your modem and turned it back on" steps?

It seems that since the technician was here last Friday, that the problem has gotten worse/more consistent. It used to only happen at certain times of the day, but now it seems like it's happening all the time.

SomeJoe7777 · ‎01-30-2008

You can try to send a private message to Alex, one of our Community Managers. He can get the issue escalated when ordinary tech support has not been able to solve the problem.

d_Random · ‎04-07-2013

This easy solution fixed the problem for me:

http://www.rohand.com/2011/resolved-u-verse-broadband-disconnecting-every-few-minutes

Peleandros · ‎03-22-2012

Ok, well it's a new year, and the same problem has just started up again. I didn't have any issues with my connection at all until today, and I wonder if the temperature has anything to do with the problems. Today is the first day it's really gotten hot around here, over 80 degrees, and today is the first day I've had issues with disconnections.

Is there any sort of issue that might be related to this? Or do I need to start the tech support tango all over again?

SomeJoe7777 · ‎01-30-2008

Can you post an updated set of UV Realtime images?

JefferMC · ‎11-16-2009

It could be many things having to do with the season:

It could be interference from an improperly functioning Air Conditioning system.
It could be that your RG is overheating.
It could be expansion of the wires somewhere making the connection faulty
It could be a cooling issue at your VRAD
or, It just could be a coincidence that today is the first warm day

Unless you can find some pattern in the disconnects, you're probably just going to have to call technical support. Even if you do recognize a pattern, you may still have to call for help (depending on the pattern).

Yankee_In_TX · ‎11-24-2008

Two things helped us (1) having them put proper terminals on the cables (different/lose/improper fittings can cause loss) and (2) having a new RG sent out.

We had the same thing, our internet and Tv would keep dropping out/pixelated TV, DVR issues for a few weeks, then no issues for a few months. Tried all kinds of variables and never narrowed it down.

I MAY be having internet issues again, trying to get UV Realtime working on Windows 8.