Modem Keeps Dropping Connection [ Edited ]

[model6]

I’ve had Uverse for almost one year.  It started with major connectivity issues that were resolved after four months of multiple rounds of techs/etc.  They dropped a new line from pole to house, installed Ethernet from NID to RG, etc.  After the issues were resolved, I’ve had about five months of wonderful service and I want to go back to that.

Over the past three weeks my connection has been horrible.  The service will randomly drop out for seconds or minutes at a time all throughout the day.  I pulled up UV Realtime to check the results and my stats look horrible.  I should note that my estimated distance from VRAD has jumped up from what it was showing historically and the line capacity has been jumping around all day.  These are the same issues I had when I first got Uverse.

I want to mention that most of my techs in the past typically give up and basically just say “Well, you’re about 2,200 feet from the VRAD and as a result connection issues like this should be expected.”  I either want to find someone that can get this issue fixed immediately or I want someone to tell me that it’s unreasonable for me to have Uverse at my house because I’m too far away and I’ll never get quality service on a consistent basis.

Please provide constructive feedback on the screenshots.  They are not pretty.  Thank you in advance.  I’m trying to solicit feedback before I try to get a truck-roll etc to make this most efficient for me and the ATT service techs.

[Subject edited to reflect new topic]

[edited for privacy]

[Computer-Joe ACE - Guru]

Well, at first glance, according to the U-R readouts, that you're overprovisioned and/or have some line issues.

Did you upgrade your speed recently? 

Was there a big storm a few weeks ago (heavy winds and/or rain)?

What all services do you get (internet, TV, VOIP)?

You can call in and have them drop your service profile to 19Mbps and see if that helps. You can avoid a truck roll that way too.

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[model6]

• Speed was upgraded several  months ago without issue and at that time the UV realtime reading showed that it met the recommende profile - however - I've noticed that over the past month the recommended profile has jumped all over the place depending on when I take the reading.  The 19-2 readout is the lowest is has gone.  My guess that I should have them check my lines and adjust the profile as recommended.
• We have not had heavy storms or wind in my area recently - actually in a drought right now.
• I only get internet and TV

With regard to having them change the profile, I just call customer support and request that they "drop my service profile to 19 Mbps" and they will understand and adjust accordingly or do I need to get to a level 2 before something like that can be accomplished?

[Computer-Joe ACE - Guru]

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model6 wrote:

• Speed was upgraded several  months ago without issue and at that time the UV realtime reading showed that it met the recommende profile - however - I've noticed that over the past month the recommended profile has jumped all over the place depending on when I take the reading.  The 19-2 readout is the lowest is has gone.  My guess that I should have them check my lines and adjust the profile as recommended.
• We have not had heavy storms or wind in my area recently - actually in a drought right now.
• I only get internet and TV

With regard to having them change the profile, I just call customer support and request that they "drop my service profile to 19 Mbps" and they will understand and adjust accordingly or do I need to get to a level 2 before something like that can be accomplished?

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Teir 1 may or may not understand what your talking about, even if they sound like they do. Better to ask for teir 2 right from the getgo.

The one drawback to lowering your service profile, if it is a line issue that cannot be overcome, is that to maintain the level of TV service (ratio of SD to HD streams) you currently have, you'll more than likely have to downgrade your internet to 12Mbps or less.

[model6]

Computer-Joe, I appreciate the advice and will head off into Att support-land.

[markcbauman]

My Uverse RG keeps randomly dropping connection, seems to be out for about 30 seconds, and all TV's freeze and wireless drops connection. The RG broadband light blinks green (or goes red). It then happens against EXACTLY 5 minutes and 30 seconds later (but only for a brief period). Here is some snippets from system log

WRN 2012-06-17T11:19:21-05:00
vrsip: Broadband connection lost
WRN 2012-06-17T11:24:52-05:00
vrsip: Broadband connection lost
WRN 2012-06-17T12:23:33-05:00
vrsip: Broadband connection lost
WRN 2012-06-17T12:29:03-05:00
vrsip: Broadband connection lost
WRN 2012-06-17T14:29:13-05:00
vrsip: Broadband connection lost
WRN 2012-06-17T14:34:43-05:00
vrsip: Broadband connection lost

Here are screen shots from UV Real Time:

 

 

[mibrnsurg ACE - Geek]

There are no screenshots, use the little tree in the reply page to enter your Realtime screenshots.

Can just edit your original post if w/in 1 hour of original post time.

Chris

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