Had a tech visit, still having problems

[g_holmes]

We have been having lots of problems with TV screen freeze followed by blue "signal lost" screens. It took anywhere from 30 seconds to several minutes for TV signal to return. This past Saturday a tech came out, found problems. He installed a new cable from the box in our neighbor's yard to our house (I think he called it a "drop"). Things seemed OK for a couple days, but we've had several instances of TV screen freeze today; one outage lasted several minutes. Here are some screenshots from UVRealtime. I'd like to get some ideas of what may be wrong before I call tech support again.

 

[texasguy37 ACE - Expert]

Reboot your U-verse RG.  Looks like it has not been rebooted since the tech did work 4 days ago.  Also, if any of your U-verse boxes are feed by coax, make sure that all the connections are still tight at the wall, the U-verse box and the TV.  

If you have U-verse boxes feed by coax, post Coax/HPNA tab after running the Extended Test.

[Computer-Joe ACE - Master]

I don't think the problem is downstream from the RG. It definately looks like a line issue. Your bitloading looks a little off.

I don't think I've seen a noise margin that high before at 1500 feet.

I think the new drop was only part of the cure or the tech's wiring came loose at one end or the other of the drop.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[SomeJoe7777 ACE - Expert]

His noise margin is high because he's on 25/2. If he was put on 32/5 like he's supposed to be, the noise margin would be lower.

The line might have a slight bridge tap on it, but the past 24 hours errors look fine, so I suspect a coax issue as well.

[Computer-Joe ACE - Master]

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SomeJoe7777 wrote:
His noise margin is high because he's on 25/2. If he was put on 32/5 like he's supposed to be, the noise margin would be lower.

The line might have a slight bridge tap on it, but the past 24 hours errors look fine, so I suspect a coax issue as well.

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My mistake, I was looking at the wrong month on my calendar thinking it was more than 4 days since tech visit.

Guess the wife is right, time for new glasses.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[g_holmes]

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texasguy37 wrote:

Reboot your U-verse RG.  Looks like it has not been rebooted since the tech did work 4 days ago.  Also, if any of your U-verse boxes are feed by coax, make sure that all the connections are still tight at the wall, the U-verse box and the TV.  

If you have U-verse boxes feed by coax, post Coax/HPNA tab after running the Extended Test.

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Thanks. I will do that tonight. I think all but one box is fed by coax.

How do I go from 25/2 to 32/5? I thought I was on 32/5.

[texasguy37 ACE - Expert]

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g_holmes wrote:

Thanks. I will do that tonight. I think all but one box is fed by coax.

How do I go from 25/2 to 32/5? I thought I was on 32/5.

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Call Technical Support to request the upgrade to the 32 meg line profile and the 4 HD video profile.

[bunk42]

regardless of what att tech tell you it appears that the uverse router does not like long runs of coax cable...i cannot attest to cat5, however try this: WHILE you are experiencing the crappy signal, IF YOU HAVE A SPLITTER, disconnect, one at a time, one of the outgoing lines. if the signal resumes that is your offending cable. leave it disconnected and you will have no problems...What to do about it? I havent figured that out yet...maybe cat5 OR what would be logical is an in line signal amplifier...idk if they have one yet or not...hope this helps.

[Computer-Joe ACE - Master]

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bunk42 wrote:
regardless of what att tech tell you it appears that the uverse router does not like long runs of coax cable...i cannot attest to cat5, however try this: WHILE you are experiencing the crappy signal, IF YOU HAVE A SPLITTER, disconnect, one at a time, one of the outgoing lines. if the signal resumes that is your offending cable. leave it disconnected and you will have no problems...What to do about it? I havent figured that out yet...maybe cat5 OR what would be logical is an in line signal amplifier...idk if they have one yet or not...hope this helps.

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When I had Uverse (with the 2WIRE 3800 in basement) I had one STB that was on a run ~95 feet (second floor office), and another one at ~150 feet (in detached garage) without COAX issues.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

[JefferMC ACE - Professor]

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bunk42 wrote:
regardless of what att tech tell you it appears that the uverse router does not like long runs of coax cable...i cannot attest to cat5, however try this: WHILE you are experiencing the crappy signal, IF YOU HAVE A SPLITTER, disconnect, one at a time, one of the outgoing lines. if the signal resumes that is your offending cable. leave it disconnected and you will have no problems...What to do about it? I havent figured that out yet...maybe cat5 OR what would be logical is an in line signal amplifier...idk if they have one yet or not...hope this helps.

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Leaving an unterminated port on a splitter may cause an issue.  Do this only if you have an 75 ohm terminator to replace the removed cable with.