Video service problems in DFW area?

[boogerbomb]

I have had Uverse since the day it came out in The Colony, TX I guess two or so years ago.  Had lots of these issues for the first few months but has been smooth sailing since then until the NFL playoff games on Sunday.  Did AT&T not allocate enough bandwidth to stream the games causing us to get tons of hesitation to the point that it was virtually unwatchable?  It was the only box that was turned on.  And I mean it was just after the first game started that the problem began.

I figured that was the case and was hoping that today would be better.  Well I can say that the problem may not be as bad but is still there.  It's late right now but I am dreading having to call tech support tomorrow and go over all the stupid steps they are required to do that solve the problem for a few minutes but ultimately doesn't help at all.

AT&T is still the cheapest option for what I get but if this continues I am going to have to go elsewhere and pay a bit more for service that is much more consistent.

I just want to know if I am the only one in the The Colony area having these problems.

[texasguy37 ACE - Expert]

I'm not in The Colony, but I am in the DFW area.  I'm not experiencing any of the video problems that you describe.  It sounds like you may have some line issues.  Can you download and install SomeJoe's tool at the link below?

http://www.uverserealtime.com/

Once you install the tool, please post screenshots of the following tabs: IP/Profile, Error Table, Bitloading, & Coax/HPNA.

We can take a look at the screenshots to see if there appears to be any issues with your system.

[boogerbomb]

You know what? I actually have that program installed and forgot all about it.

EDIT: Just an FYI I did reset the main box hoping that would fix the problem.  And just like when your car no longer makes that noise when you go to the mechanic, the problem is happening further and further apart.  Will try to catch screens at the times its going haywayire.

[boogerbomb]

[spd2demun ACE - Expert]

Just so you know we're not ignoring you, we can't see your images until the Mod approves them (standard procedure).

[AmishGuy91]

I'm in the Colony too....no issues as bad as you describe.  I do get the occasional 1-second pixelation a few times a week, but nothing more than that.  Just call to have someone come out and fix it.  Doesn't matter if the issue isn't occuring at the time, they'll be able to tell there are issues with your line.   

[SomeJoe7777 ACE - Expert]

You have problems with the coax in your installation.

Call tech support, have them send a premises tech, he should replace all problem-prone parts in your coax network, including cable ends, wall plates, splitters, and (if used in your installation) the diplexer.

Once the coax is fixed, all the "PHY Rate" values should show 112 Mbps.

[boogerbomb]

And while I was at work today my sister said she was unable to watch tv all day.  So I had her unplug the main box and plug it back in and wouldn't you know it, everything seems to be working fine now.  All the PHY rates show 112. 

I am still standing firm in my belief that AT&T wasn't prepared for the playoffs and I expect the problem to come back on Saturday right around 5:30 CST! 

Thanks for all the info guys.

[texasguy37 ACE - Expert]

LOL.  No, I don't think it was a bandwidth issue.  The NFL playoffs are hardly the first heavily watched event that has been broadcast on a channel carried by U-verse.  If you are having problems that are coax related, expect the problem to return in time.

[boogerbomb]

Maybe I just need to make sure everything is still tightened up.  A year or two ago they came out and rewired the entire house with new coax and even ran a new cable from the box on the back of the house out to some node in the alleyway.  And come to think of it we had rats in the attic that we recently got rid of, there may be the chance they might have chewed through some of the wires up there.  God I hate going up there.

[spd2demun ACE - Expert]

That would be my first suggestion, but check the tightness at the boxes (back and wall).  I have an STB that will change to 96 from 112, and know it's the kitchen desk--where a certain cat likes to lay ( and loosens the connection at back of box, somehow).

[ram1220]

 I am in the DFW area. More specifically in Allen. Sunday night as well as last night I noticed a lot more studdering in the picture as well as short picture freezes. I have an all ethernet setup. The problem seemed to have cleared up on it's own. Just another AT&T Uverse glitch.

 Bob

[gpeaslee]

SomeJoe7777 - can you explain more about the PHY Rate? What do the Source ID numbers refer to? I have 1 DVR box and 3 STB boxes (I am using an 1:2 HDMI splitter on one of the STB's). I have had the audio dropout issue for almost 2 years and recently had a tech replace the DVR box. The tech also checked all of the lines for noise and most failed. He replaced the splitter in the attic, rechecked the lines, and they passed. I think this helped with some freezing issues but did nothing for the dropouts. I also have noticed lip sync issues on Fox News and Fox Business Network with the new DVR. Other channels are fine. I have Cat5 to the RG, coax to the splitter, then coax to all boxes.

[SomeJoe7777 ACE - Expert]

ID numbers simply refer to each device on the coax network.  Device 1 is usually the RG, the other devices are the DVR and the non-DVR boxes.

Your coax network still has some issues, the PHY rates should all show 112 Mbps.  You should have a tech come and replace all end connectors, splitters, wall plates, and (if used in your installation) the diplexer.

The audio dropouts are a known problem with digital audio connections (HDMI and optical) that has nothing to do with your line or installation.  The only solutions are to use analog audio connections (RCA L/R) or switch the audio output to Stereo instead of Surround.

Audio sync problems are usually an issue with the broadcaster or sometimes with the U-Verse system, not with your installation or line.

[gpeaslee]

Thanks, SomeJoe7777. Is there a way to figure out which lines/connections are the bad ones based on the Source ID numbers or something else?

[SomeJoe7777 ACE - Expert]

Sometimes the low PHY rates don't correspond to the unit they're reported on.  The entire coax network is a bus topology, so problems in one part of the coax network can and usually do affect devices elsewhere on the coax network.

But, if you want to try to identify each run, do this:

1. Write down each MAC address in the Coax/HPNA window.  You will have 5 unique MAC addresses there, 1 for the RG and 4 for the STB units.

2. Unplug one of the STB units from power and wait about 30 seconds.  Then shut down and restart U-Verse Realtime.

3. Look at the Coax/HPNA list again.  The MAC address that is now missing is the one that corresponds to the unit you unplugged.

4. Plug the unit back in and repeat for the other units.

However, even though you can match STBs to the connections that are less than 112 this way, it still doesn't mean that the bad component(s) in the coax system are on those runs.

[AmishGuy91]

I've started noticing brief freezing and pixelation more frequently.  Does anyone see anything wrong with my stats?

[SomeJoe7777 ACE - Expert]

You should not be on the 25/2 profile, your line cannot handle it.

I don't see any signs of a bridge tap or other line interference, so there's no choice but to reduce the profile.

Call tech support tier 2 and have them reduce your line to the 19/2 profile.  Be aware that you will only have the ability to have a 2HSD/2HD TV profile with this move.

[AmishGuy91]

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SomeJoe7777 wrote:

You should not be on the 25/2 profile, your line cannot handle it.

I don't see any signs of a bridge tap or other line interference, so there's no choice but to reduce the profile.

Call tech support tier 2 and have them reduce your line to the 19/2 profile.  Be aware that you will only have the ability to have a 2HSD/2HD TV profile with this move.

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Well I'd rather deal with my occasional issues than give up an HD stream.

Wes

[texasguy37 ACE - Expert]

You will continue to have issues.

[SomeJoe7777 ACE - Expert]

The other option would be to see if they can convert you to a pair-bonded installation using an i3812V.  If they would do this, you could keep the 25/2 profile and the 1SD/3HD service.