Re: U-Verse Modem Keeps Randomly Dropping the Connection

SomeJoe7777 · ‎01-30-2008

Yes, request that they send a tech. If the max rate is varying between 35 Mbps and then down to 19 Mbps, then there is probably not only a line problem, but also an interference issue.

See if the tech can look for and eliminate these sources of interference. Possible sources include:

* Power line interference, such as:
* Fluorescent light ballasts
* High-intensity gas discharge lights like mercury vapor
* Grounding problems, such as improper ground at the NID, the pedestal, etc.
* Electrical system grounding problems, such as improper ground on the RG's outlet, the breaker panel, etc.
* HAM radio broadcasts in the HF band
* AM radio transmissions, such as a nearby radio station

Try to isolate any potential source of these problems and see if you can find one that eliminates the interference.

For what a properly working service should look like, see the following post:

http://forums.att.com/t5/Residential-Gateway/Intermittent-Signal-Wiring-Issue/td-p/3253355

bossman302 · ‎07-31-2012

Thanks for all the info. Very helpful.

I just started having problems with video freezing so I will most definatly request a tech out.

joehsiung · ‎08-06-2012

I need some help debugging my uverse connection too. For the past several months, my RG constantly & randomly drops its connection. It's especially bad in the evenings. I've had two techs come out and the RG has been replaced once already. UV Realtime screenshots at the link below:

https://picasaweb.google.com/lh/sredir?uname=josephfiona&target=ALBUM&id=5773812677105383521&authkey...

Thanks in advance!

SomeJoe7777 · ‎01-30-2008

joehsiung,

Your screenshots look like there is some intermittent interference. See my above post for possible sources to look for.

lovemejc · ‎08-16-2012

I've got the same problem. My Motorola modem must be rebotted/reset as much as 3 - 4 times a day? I've read most of the posts but I haven't seen a viable solution??? Help please. I have a Motorola NVG510 modem and I downloaded the UV realtime program but it doesnt work with my modem!

SomeJoe7777 · ‎01-30-2008

lovemejc wrote:

I've got the same problem. My Motorola modem must be rebotted/reset as much as 3 - 4 times a day? I've read most of the posts but I haven't seen a viable solution??? Help please. I have a Motorola NVG510 modem and I downloaded the UV realtime program but it doesnt work with my modem!

Contact technical support at 1-800-ATT-2020 and explain that your modem is losing the signal multiple times per day. Have them send a tech to check your line for errors.

bossman302 · ‎07-31-2012

Still no solution to my problem. When I came home from work last night I had a message from AT&T wanting to schedule time to send out two techs to investigate the issue. I'm hoping to get a call back today to schedule that.

As SomeJoe suggested start by calling TechSupport. You just have a bad modem.

bossman302 · ‎07-31-2012

Spoke with a couple of techs today and after they did some checks/tests they are going to be switching me over to an INID. I'm told that since I’m almost 3000 feet away from the VRAD or whatever this should give me better bandwidth. The install will take place in a couple of weeks. Hopefully this is the solution to my problem.

bossman302 · ‎07-31-2012

Today i had the INID installed. The tech that did the install was great. He was very informative about eveything.

Here are some before and after

These were taken this morning before the install took place:

After the install:

I'm sure it will take a little time before I know if this fixes my issue. Does this look any better?

RCSMG · ‎12-10-2007

I suggest you call TS using the phone number in my sig. Ask the CSR to run a test on your service for errors. Give them the time of your issues. You were having a lot of corrected errors but it was a lot IMO. If they see errors request a tech be sent out to check your install.

cmd13915 · ‎09-02-2012

For the last month or so, I've been experiencing the same problems described throughout this thread. I downloaded the downloaded the utility and here are the screenshots as requested. Should I call ts and go through the standard set of trouble shooting questions, or let them know straight out that I need techs out to check the lines at the house.

Thanks!

RCSMG · ‎12-10-2007

You have a number of corrected errors. The rest of your stats look good to me. Call TS and ask the CSR to run a test on your service for errirs. Let them know the day and time of your issues and they can check there also. If they see any errors request that a tech be sent out to check your install. TS is 24/7 so you can call them now if you like.

texasguy37 · ‎05-18-2009

You should call Technical Support at the number shown in my signature. You definitely need to allow Technical Support to go throught their troubleshooting procedure over the phone. Failure to participate in the troubleshooting process and demanding that a technician be dispatched to your home will automatically result in a charge for the visit.

cmd13915 · ‎09-02-2012

thanks...on the call now...

ETA: done..errors detected and Techs will be here on Tues

spd2demun · ‎07-28-2007

Come back and let us know how it goes.

TenaciousMC · ‎07-30-2008

Finally called Technical Support. They ran a test and saw that my line was definitely bad. Had a tech come out and install a new external filter and splitter. Things seem to be much more improved than last time.

IP/Profile

Error Table

Bitloading

Thanks JefferMC and everyone for all your help!

cmd13915 · ‎09-02-2012

Well, the tech came out and first swapped out all the internals of the NID because it was outdated (we've had U-Verse since 2007). Then he traced the errors to the RG and replaced it. He also put it a ticket to check the lines between the house and the VRAD. They came out and saw no issues there.

Here's the error table after the RG reboot after all the techs were done.

Also, the first tech said that I was the first person he had come across that downloaded the UV Realtime utility and was aware of what was going on. Thanks Dan Wilson and the rest of the support in this thread!!

JefferMC · ‎11-16-2009

TenaciousMC wrote:

Finally called Technical Support. They ran a test and saw that my line was definitely bad. Had a tech come out and install a new external filter and splitter. Things seem to be much more improved than last time.

...

Thanks JefferMC and everyone for all your help!

Your error stats look good, and your bitloading graph is somewhat better. Still have a couple of dropouts that may just be interference you have to live with.

Thanks for checking back in, and happy to be of assistance.

JefferMC · ‎11-16-2009

cmd13915 wrote:

...

Also, the first tech said that I was the first person he had come across that downloaded the UV Realtime utility and was aware of what was going on. Thanks Dan Wilson and the rest of the support in this thread!!

That tech certainly has a different viewpoint from the one whose manager told him that customers shouldn't be running UVrealtime. Some people want to get their job done and will take all the help they can get. Some people just want to show up, log hours and go home.

Oscardms · ‎09-17-2012

Our gateway continuously resets itself throughout the day. This started happneing after we lowered our connection speed. It happends multiple times a day. They replaced the gateway. Didn't fix anything. A tech came out and said it was the line running to our gateway so I had that replaced, but still didn't fix the issue. One thing I noticed, it says we don't have any coaxial, but we do in fact have three sets using coaxial..

{personal content removed for safety}

JefferMC · ‎11-16-2009

Your error counts are quite high, considering you're an estimated 600 feet from the VRAD. Your bitloading graph shows defintite problems with your line. I actually think you have a specific type of line problem known as a bridge tap.

Since you've already contacted Technical Support, and they've sent someone out who was unable to solve your problem, you may wish to send a PM to Alex, one of the AT&T Community Managers, for further assistance.

Oscardms · ‎09-17-2012

Thanks for your help Jeff.

JefferMC · ‎11-16-2009

No problem. Check back and let us know how things are going for you.

carguy858 · ‎09-21-2012

Hi all -- I had U-verse phone/internet service for a year (with no issues) and I just had TV service installed. Now though, my connection keeps dropping so I lose TV/internet several times a day. I also seem to get a very low internet speed on wireless as compared to plugged in through ethernet.

Could it be the RG? I didn't seem to have the dropping connections before, but maybe I never noticed because I only had internet/voice before. This was a new RG that was installed when the TV service was added....

Thanks for your help!

SomeJoe7777 · ‎01-30-2008

carguy858,

It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

carguy858 · ‎09-21-2012

SomeJoe7777 wrote:
carguy858,

It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

Thanks for the help, SomeJoe777!

Is the bridge tap something that is removed from inside the house or somewhere else on the network/node? I live in a large apartment building where all the units were supposedly "pre-wired" for U-verse. But after the installation, the technician did mention that he had to remove a piece of wire and he opened up the phone jack/wall plate and removed something, after he had installed the router/STB...

SomeJoe7777 · ‎01-30-2008

carguy858,

Sometimes the bridged tap is inside, sometimes it's outside. Only the AT&T linesmen have the tool that can determine where it is.

However, from your bitloading graph, I would guess it's not inside. Inside taps are usually very obvious on the bitloading graph.

carguy858 · ‎09-21-2012

SomeJoe7777 wrote:
carguy858,

Sometimes the bridged tap is inside, sometimes it's outside. Only the AT&T linesmen have the tool that can determine where it is.

However, from your bitloading graph, I would guess it's not inside. Inside taps are usually very obvious on the bitloading graph.

Thanks SomeJoe777 -- called Tech Support and they confirmed that they'll need a tech to come out -- will report back with the results!