connection keeps dropping at random times

[wcabbott63841]

We've had this issue on and off for quite a while and I'm not sure what is going on.  It doesn't happen all the time, it doesn't happen at certain times during the day. 

I will be on the computer, which is connected through wi-fi or watching netflix on my tv ( my lg entertainment center is connected through ethernet) and all of a sudden the connection will drop.  The broadband light will turn a solid red, then start flashing green to solid green, the service light will go out, flash green, then solid green.  As soon as I think it is resolved, it will happen again.  Can not stay connected to the internet.

I have spoken with tech support numerous times and they say everything looks good on their end.  Usually everything starts working again and I don't bother with tech support anymore, since they don't seem to know anymore about what is going on than I do.  Then it will pop up again.

I just don't understand why it doesnt do it all the time.  It does it if the tv is on and the computers are off, or the computers are on and the tv is off, or both are on. 

There are no other phone lines in the house, other than the one the dsl is connected to.  And we don't have a home phone. 

[RCSMG ACE - Master]

Have you tried doing a hard reboot of your RG?  If not unplug the ac cable for 30 seconds and then reconnect it.  If you still have issues send Alex a PM he is an AT&T Community Manager on the forum.

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

[texasguy37 ACE - Champion]

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 that you might be an issue with your system.

[wcabbott63841]

Have tried hard reboot. Tried resetting.
It's so bad right now, I don't think I can stay online to download, but I will try.
Replying on my phone.

[wcabbott63841]

[wcabbott63841]

I don't think this will work for me, I don't have this type of router.  I have a motorola NVG510

[texasguy37 ACE - Champion]

You are correct.  It will not work with that gateway.  With your reference in your original post to "TV", I assumed that you have U-verse TV, but apparently you do not.

Send a PM to Alex who is an AT&T Community Manager on this forum.  Also, check the settings on your account to make sure that you will receive email notification when a PM is received on this forum.

[SomeJoe7777 ACE - Geek]

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wcabbott63841 wrote:

I will be on the computer, which is connected through wi-fi or watching netflix on my tv ( my lg entertainment center is connected through ethernet) and all of a sudden the connection will drop.  The broadband light will turn a solid red, then start flashing green to solid green, the service light will go out, flash green, then solid green.  As soon as I think it is resolved, it will happen again.  Can not stay connected to the internet.

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Unfortunately, UV Realtime is designed only for VDSL-based gateways (2Wire 3600HGV, 3800HGV-B, 3801HGV, and i3812V).  It does not work with the ADSL-based gateways (2Wire 2701HG-B, Motorola 2210, Motorola NVG510).

Your description above sounds like there is definitely a line problem, the broadband and service lights should not be indicating losses of signal like this.

Since you are not getting anywhere with technical support, please send a private message to Alex, one of our Community Managers.  He can get help get this issue solved.

[wcabbott63841]

Thank you so much, I will do this.