Frustrated U-verse Customer - RG Resets & Loss of Signal Failures

[scionwreck]

I have had these problems here in Douglasville, GA. Seems like the signal is constantly dropping for the internet but nothing else seems to be affected. My wife and I are gamers and we have noticed about everyday between 7 pm and 930pm it starts to constantly drop. Other than that it will for the most part be fine except for a drop here and there. I am at the point that I would rather go back to comcast then have to pay money to deal with this. Is there anything we can do to correct this?

[mibrnsurg ACE - Geek]

Wired or wireless?  If the 2d, see this thread:

http://utalk.att.com/utalk/board/message?board.id=HSIA&thread.id=15166

Chris

_____________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

[scionwreck]

Right now its the "wired" with the adapter that uses the house electrical outlet. The wireless worked so little that we dont bother with it anymore.

[mibrnsurg ACE - Geek]

One of the brands ATT used seem to go bad pretty quick causing connection problems. 

If they were installed by ATT I'd call TS on the # in my sig and press 2.  Good luck

Chris

____________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

[gottago]

I'm from SE WI, just north of Milwaukee.  I just checked this forum to see if others were experiencing what I am...oh yeah!

About 7-8 weeks ago (end of Dec or beginning of Jan) there was a big update that ATT went to robo calls to inform everyone of.  I absolutely correlate the signal failures with that update.  The failures have gotten more frequent and last longer.  We just celebrated 2 years with uverse and have been very happy until this.  The first tech replaced a bunch of stuff at the box on the house.  I thought problem solved.  It started again and got increasingly worse.  Another tech was scheduled to come out last week.   I got email verification of a tech visit and a robo call the night before.  I changed my day and my husbands day so I could be home during that 4 hour window.  When no one showed up I gave it 2 more hours and called.  I was told that my tech visit had been cancelled because it was not necessary given that it was a network problem.  Hey, nice job letting me know!  At my job a no call, no show, gets fired! 

I was the first in this area to get uverse.  The way I see it, I paid for a service they promised was "coming soon" for almost 2 years (whdvr).  When I finally got it, the service became intermittent and now they increased my rates!  Hmmm, doesn't seem like a good strategy to me.  If I'm going to get crap for service I'm going to go somewhere else and at least pay less for it.

If  "coming soon" meant 2 years...I assume the "problem is being addressed" is probably in the same ball park.  I'll be darned if they are going to charge me more while they figure it out.  Very poor strategy.

[horvatsa]

gottago,

It appears you are one of many of us who are experiencing the same issues.  Take a look at this thread - http://www.dslreports.com/forum/r23848362-VDSL2-Firmware-causes-Loss-of-Sync.  It appears they may have possibly identified the root cause of our problem.

[gottago]

It would appear that I am one of the unfortunates.  Given that ATT does not seem interested in fixing the problem I have no choice but to move on.  My husband works from home frequently, that can not be done with the internet disruption.  The outages are far more than 2-4 seconds.  The longest has been about 19 minutes.  The worst has been 15 disruptions within an hour, each one lasting 1: 38.   I was watching Heroes, and I timed them.  Odd that they were all the same length and not one occured during a commercial.  I missed half of the show. 

[tojo6940]

There hasn't been any new posts lately so I thought I would update on my problem. I haven't had any problems with my u-verse dropping the signal since they reprogrammed my gateway/router. All of the times they sent repair people out was for nothing.  I kept telling the repair people that it started after a previous software "upgrade". It was just a simple software problem which was discussed here and on that other forum. I hope all of you are also fixed.

[horvatsa]

tojo6940,

Thanks for the reply.  I, too, have not had any problems for over two weeks now.  It appears they did push out a software fix.  Does anyone have any idea what fix was pushed out?  I'm still on the 25/2 profile and my RG interface looks the same.  The firmware I am on is 5.29.135.47.

Regardless, my issue appears to be fixed.  Stats are back to normal.

horvatsa

[Richard_K]

I'm another SE Michigan customer with the same issue. Everything works fine most of the time but every once in a while the whole connection goes down and we lose TV, Internet and Phone for a few seconds. We had a couple techs come out and check the outside lines. They found a problem or two and said to call back if we were still having problems. In the meantime, we were also having electrical problems that I think have finally been resolved. I wanted to get the electricity issues ironed out before we called AT&T back.

Since the AT&T visit, the hiccups seem to have decreased a bit in frequency but they seem to still be occuring. I had a couple drops occur tonight: 2010-03-27 1:58AM and another at 2:40AM.

I seem to have the latest RG firmware. My system log seems to have a decent stack trace but I can't quite decipher it. Here's my "Upgrade Log":

Current Version	6.1.9.24-enh.tm
Initial Software Version	5.29.105.76
upgrade_vdsl:	5.29.105.94
upgrade_vdsl:	5.29.135.47
upgrade_enh:	6.1.9.24

[mibrnsurg ACE - Geek]

That's 2 too many, none should be occuring unless you lose power totally.  Contact David and his tier 2 team here:
http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Provide all info required and it might take a short bit of time before they contact you. Give a good phone # and time to call. They will solve your problems, good luck.

Chris

______________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
I Call It Like I See It, Your Results May Vary, In My Humble Opinion
Simply a U-verse user, nothing more

[Richard_K]

Thanks! E-mail sent! I'll try to remember to post back with whatever happens.

In the meantime, I'm getting 100% packet loss when I try to ping google today

[mibrnsurg ACE - Geek]

There's posting everywhere about Google problems, so you're not alone; although I've had no problem getting to any Google site (and I tried a bunch from their 'services' tree and everything came up for me).  It's too coincidental to Google's China problem too.

Chris

____________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
I Call It Like I See It, Your Results May Vary, In My Humble Opinion
Simply a U-verse user, nothing more

[Danmoore_1]

I have had the exact same problems with multiple visits by well trained and apparently competent techs at the house time and again. There have bee weeks with no problems followed by weeks of recurrent problems, especially while watching FOX news early evening and highly popular programs. Swarmed with tech who are convinced the problem is not in the house, they state that it is a line problem. A tech checked the entire line yesterday (35 yr old buried lines) and reported back that he improved some connections but could not on one terminal that had been buried by landscaping, ie, below ground and subject to lawn watering, rain, condensation etc.. He, after phone messages I left, will check with his boss. I am paying $200 a month and feel that if they will not at least ensure consistent integrity of copper line for me, I must seriously consider going back to Time Warner. I much prefer u-Verse - when it is frustration free.

[T.H.]

Hello horvatsa,

I also live in southeastern MI, to narrow it down, Ann Arbor, near Packard and Platt roads. If that is near to you will you let me know? Could be the same problem. However I do not have a phone (land line) they have replaced all wires in the house the modem, channel box's still to no resolution to the problems I/we experience.  The outside technician blames the inside technician and we all go round and round with signal problems. One needs to ask where are the managers are in all this? My problems began around November, 1st of 2011. I have had at minimum 14 visits from the technicians of inside or outside type. I can not tell you how many calls to “Support” I am at the point of going out to canvass the neighborhood to gain support for a group called “The Get It Done Group, TGIDG.     

 The reason I asked for a little more geographical information is, if you are in or near to the above location (Packard and Platt) than it is most likely we experiencing the effects of old wiring throughout the neighborhood. That is to say, without the neighborhood being rewired there will be no better service, just temporary fixes is all we can expect.  If you and others are near this location and we try to find other U-Versers close by (Packard/Platt) than perhaps the U-Verse customers in the area can get together as a single voice to be reckoned with.

Thanks for listening,

Tom  

[Jhfleet]

I've got the same problem in Louisville, Ky.  I've had Uverse for a year and it's been okay but with only an occasional freeze or pixellation after a few installation issues were resolved.  For the past week or so I get freezes and uncommanded resets intermittantly throughout the day.  The worst it's been is a freeze and reset about every five minutes, but then it'll go a few hours with no problem.  I've been through several Tier 1 calls and two tech visits so far without improvement.  It just ain't worth the hassle to me so I'm switching back to cable.

[RCSMG ACE - Master]

I had that problem also.  Call TS and let the CSR know what has been going on.  Ask them to run a test on your service for errors.  Also, let them know the days and times of your issues.  They should be able to go back and check your service history.  If you don't make any progress with them, send Alex a PM he is an ATT Community Manager on the forum.  He has helped lots of people get their issues resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276