U-Verse Modem Keeps Randomly Dropping the Connection

TET975 · ‎03-12-2011

My AT&T U-Verse modem keeps randomly dropping my broadband and service connection. It doesn't matter what time of the day it is or what I am doing at the time. I could be watching my favorite TV show or playing an online game, and the connection randomly just drops. The TV will freeze and my game will loose connection and kick me off the game server. AT&T has already replaced the router once and some of my coax cables, but the connection still drops. The tech said that the signal is coming in clean from the phone jack in the wall, but the connection still drops randomly. It will sometimes stay down for 10 seconds or 5 minutes. Everything about the connection drop is random. I never know when it is going to cut out. I think the problem is that my phone jack is not a direct line to the outside box. I believe that the wiring for it is on a loop with some of the other jacks in the house and then one of those other jacks is connected directly to the outside box. The modem is connected to one of those jacks that's on a loop. Is this the problem? I am trying to get down to the real problem so that I can figure out how to solve it because as this point I have no idea what the exact problem is. It could be a number of problems. Any help will be appreciated. Thanks in advance.

texasguy37 · ‎05-18-2009

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.

jhnnjn · ‎03-12-2011

Let me know if SomeJoe7777's suggestion works. I've been having the same problem. Seems to stop if I reboot my receiver but getting really tired of it.

spd2demun · ‎07-28-2007

You can download the tool and post your stats, too.

The tool isn't a fix, but an analyzer.

RCSMG · ‎12-10-2007

Recently two of my computers were losing their wireless broadband connections every evening after 7;30pm. The way I resolved my issue was to unplug the ac cable from the RG for 30 seconds and then reconnect it. Afther that no disconnect issues. I don't know if this will resolve your issue but it can't hurt for you to try it. Just do it when you aren't recording any programs because this will interupt your recording.

herpyderpy · ‎04-16-2011

Having the same issue since getting a newly installed u-verse connection (12/1.5) approx. 10 days ago. At first it was just dropping all wireless connections for 30 seconds, but recently it drops the broadband connection AND sometimes wireless too, seemingly dependent on the router's mood. It happens literally at all hours (i have a very erratic living schedule) and is completely sporadic.

I'm calling tech support right now to find out what's up, but i've been waiting for someone to answer for 1 hour and 43 minutes (and still counting), with the same poopy monotonous music looping every 2 minutes 20 seconds i.e.. i've listened to this song about 45 times now. I'm guessing they can see i've been on hold that long and are scared to answer this (now) livid customer.

Here are my screenshots using that tool:

http://imgur.com/a/0RwqU

ipProfile

ErrTable

Bitloading

coax

Elyse68 · ‎08-30-2011

I moved into this apt complex back in August 2010 and was having internet drops randomly too. I went from a phone line to a dry loop..but still no luck. I had techs coming in and out of here like a revolving door. Finally we had Uverse introduced here and I was told that if this was due to the wiring, it would fix my internet drops by getting Uverse..since it goes through a fiberoptic cable...NOT! Even today, I'm getting random internet drops on a daily basis. I get nowhere calling the main 800 number...Tier 1 is out of the country...they have no clue as to what's going on. I've had techs come in doing everything they can to other techs walking in my door and not doing anything. I've tried to get someone higher up to get something done...but still just one excuse after another as to what my problem could be. I work at home and it is crucial for me to have continuous internet connection. It's very aggravating and I'm pretty much stuck here with only one phone company at my complex.

If ANYONE has any clue as to what to do or whom to call to get something done for this problem, I would really appreciate it.

Thank you

SomeJoe7777 · ‎01-30-2008

Click the tab in my signature below that says AT&T Links, and on that signature panel there is a link that says AT&T Social Media Support Team. This will take you to a page with contact information for David, who is a tier 2 specialist. Follow the directions there to e-mail him, he will get to the bottom of the problem.

Feng_Shui211 · ‎09-01-2011

I am also having random service interuptions as many as 8 times a day. I have had several ATT service Techs out to look at the issue. Some Techs actively look for issues at NID or actually say they have gone up on pole to look at connections. One has actually replaced the Residential Gateway. One has added a surge arrestor. One has added a Gigabit switch on one of the Residential Gateway ports. Some have said they will call out the guys who work on the lines to check it out but nothing changes. They say if 3 or more people on same card (they say 7 customers per card) are having issues they will change out card at street box. I must be the only one complaining. Anyone have suggestions?

Crazy_Mick · ‎10-09-2011

Mine does the same thing, but I have a new modem, new lines inside and out. U-verse SUCKS!

spd2demun · ‎07-28-2007

If you both would like to post your screenshots, people can take a look.

Download UVRT at http://www.uvrealtime.com
Post screenshots of these tabs:
IP/Profile
Error Table
Bitloading
Coax/HPNA (unless you are all Ethernet)
Channels/Streams

Note: If you are a Mac user, this program only works on Windows OS at this time.

Ralphw · ‎06-20-2010

Same problems here...problem started a couple of weeks ago and continues to get worse. 5 outtages today in the 5 hours I've been home and I keep getting intermittent stoppages during playback of recorded material. I did a Gateway power cycle and cycled the rx's and still had two incidents afterward. UverseRealtime stas attached.

Tech is coming out tomorrow, so hopefully he can resolve the issue because this is getting totally out of hand.

RCSMG · ‎12-10-2007

RalpW call ts at the phone number in my sig. Ask the csr to run a test on your service for errors, and give them the date and times of your issaue. The errors should show up. Request a tech be sent out to check your service.

Ralphw · ‎06-20-2010

RCSMG,

Thanks...the tech came out Sunday, found a bunch of errors and ended up replacing the the outside block and RG as well as the usual replacement of all the connectors (again). I had one receiver do an uncomanded reboot Sunday night, but everything else "seems" to working. I'll watch for a few days to be sure.

Thanks,

Ralph

MJohnG · ‎12-01-2011

I've had same problems of randomly dropped signals the entire two months since starting uverse (TV, internet, phone pkg.) Techs for outside and inside have been here at least five times and nothing improves. The inside installer says there's nothing wrong with inside installation. The outside guys keep trying re-doing connections and changing terminals at the box. One showed up and said he would check it out but did not bother to come back and tell me anything. I suspect he just left and did nothing. They all verify they see the drop-outs when they run checks, but apparently cannot fix the problem. I know less than most of you technically, so I am about at the point to demand money back and install DirecTV with ATT only for DSL and phone.

Have any of you who have had this problem actually gotten it corrected? If so, how?

spd2demun · ‎07-28-2007

Unplugging my RG is the only thing that works here, which makes me think it's RG-related. SomeJoe7777 (one of our resident techies) has recommended I get it replaced. IF I go that route, I will report back.

I haven't called it in because I'm seeing others with the same issue.

texasguy37 · ‎05-18-2009

MJohnG wrote:

I've had same problems of randomly dropped signals the entire two months since starting uverse (TV, internet, phone pkg.) Techs for outside and inside have been here at least five times and nothing improves. The inside installer says there's nothing wrong with inside installation. The outside guys keep trying re-doing connections and changing terminals at the box. One showed up and said he would check it out but did not bother to come back and tell me anything. I suspect he just left and did nothing. They all verify they see the drop-outs when they run checks, but apparently cannot fix the problem. I know less than most of you technically, so I am about at the point to demand money back and install DirecTV with ATT only for DSL and phone.

Have any of you who have had this problem actually gotten it corrected? If so, how?

How frequently are these drop outs occurring?

MJohnG · ‎12-01-2011

SPD2,

The last tech (outside guy) came in and seeing that I had no phone signal after he did some changes outside, unplugged the AT&T uverse router (is this the RG you refer to?). Plugging it back in restored phone connection but I continue to get dropped signals randomly. He says he has seen that sometimes the router needs replacing. When I called the original installer, who left me his phone no., regarding trying a new router, he said he would get a ticket written for another service call. That was 3 days ago and I've heard nothing.

Do you think it could be the RG needs to be replaced?

Again, if this continues I'll have to ask for cancellation and refund. Shame, because I love the uverse features and everything else beats Comcast. At least with Comcast, I didn't have dropped signals unless it had to do with their feeds.

MJohnG · ‎12-01-2011

I ran UVRealtime and saved the screen shot files. How do I insert the images here? Thanks.

RCSMG · ‎12-10-2007

When you open a reply windo there is a little tree two places to the right of the smiley face. Click on that to add the screen shots.

spd2demun · ‎07-28-2007

Look for the green tree icon when you open the reply window. I was just typing to suggest downloading UVRT.

spd2demun · ‎07-28-2007

And yes, the same RG (mine is the old 3800 model). In my case, stats all looked fine except for constant resets.

RCSMG · ‎12-10-2007

My wife told me that earlier today our services dropped and she lost a phone call. I haven't seen any issues the rest of the day.

spd2demun · ‎07-28-2007

Try contacting Alex, one of the AT&T Community Managers, to see if he can find out the current status of your equipment replacement.

MJohnG wrote:

SPD2,

The last tech (outside guy) came in and seeing that I had no phone signal after he did some changes outside, unplugged the AT&T uverse router (is this the RG you refer to?). Plugging it back in restored phone connection but I continue to get dropped signals randomly. He says he has seen that sometimes the router needs replacing. When I called the original installer, who left me his phone no., regarding trying a new router, he said he would get a ticket written for another service call. That was 3 days ago and I've heard nothing.

Do you think it could be the RG needs to be replaced?

Again, if this continues I'll have to ask for cancellation and refund. Shame, because I love the uverse features and everything else beats Comcast. At least with Comcast, I didn't have dropped signals unless it had to do with their feeds.

spd2demun · ‎07-28-2007

Another way to get your UVRT images posted, is to just give a link (URL) to a photo hosting site.

Upload your screenshots to Photobucket, ImageShack, Flickr, etc. Just grab the link from one of those sites, and post it here.

MJohnG wrote:

I ran UVRealtime and saved the screen shot files. How do I insert the images here? Thanks.

MJohnG · ‎12-01-2011

I also found my next door neighbor is having the same drop-out problems.

What do you think the solution to the problem is (have already tried turning the router on and off)

texasguy37 · ‎05-18-2009

Your Error Table indicates some definite issue with your system. Contact David who is an AT&T employee in Tier 2 Technical Support. He and his group have been successful resolving customer issues that remain unresolved after contacting Tier 1 Technical Support.

spd2demun · ‎07-28-2007

Glad you were able to post your screenshots.

Let us know what they find, and if it's just the RG (router). But if your neighbor is also having issues, could be something outside in the lines. Good luck!