Phone and Internet won't work at same time

Nguyendt88 · ‎07-17-2012

I'm converting from regular ATT dsl and phone and so I've read the instructions online that told me to go outside to the NID and unplug the jack there but my box doesn't seem to have any (not sure why the instructions provided in the package didn't specify anything about it!). I want to have the RG at one jack and have any other jacks in the house work with my phone.

When the tech comes I ask him about it and he shrugs it off and says they don't know what they're talking about and you should be fine just hooking up the gateway...

The way I have it set up is at one jack I have the dual port filter.Green cable to Green Port on RG,other phone port on filter has a phone cable connected to the port on the RG labeled Phone 1&2. The phone is connected another separate jack through a single filter.

Well I don't know if that is technically the problem but I can't get my internet and voice to work at the same time now. When one starts working the other goes out and so forth. Just spent two hours on the phone with two techs trying random things and ended up with jack squat!

I've connected my internet and it works but my phone doesn't. When I turn the phone on I hear partially a dial tone and alot of noise/static and dialing does nothing.

The only way I can get the phone to work is to mess with the jack the phone is plugged in to for a while and then it'll start to work. But then I check the RG and the phone 1&2 light is off and the service light is flashing. No internet...any website i try to open states "Gateway authentication failure".

Here's where it gets weird (or atleast for me)- any modem line reset they tried to do when I was speaking with them over my cell phone didn't go through until I power cycled for them which I did dozens of times ugh. This in turn led to the RG essentially rebooting twice. Rebooting the RG was the only way to get internet working again but of course phone stopped and back to square one I am.

Do you guys think it's a RG problem or I'm guessing and leaning towards a wiring problem?

jfw · ‎05-11-2009

You said you have filters on the line? I'd try removing them first, filters are required for DSL but not for Uverse.

aviewer · ‎03-11-2010

To elaborate on jfw's suggestion - connect the green wire direct from jack to jack. Plug the phone directly into the RG.

If this does not work, the RG or it/s connection is not working - you need an att tech to figure it out.

If it does work you have a problem with the backfeed to the other phones.

I believe the purpose of the splitter is to use the second pair in the jack to back feed to the other phones. But, it depends on the connection at the other end of the wire. Also, the original connection to the line must be disconnected.
If you cannot check this out you need an att tech to do it.

JefferMC · ‎11-16-2009

First of all, did you convert from POTS phone to Uverse voice VOIP? That will affect your wiring choices dramatically.

However, either way you should be able to have all your phone outlets work with your Uverse Internet.

Computer-Joe · ‎09-19-2008

Nguyendt88 wrote:
I'm converting from regular ATT dsl and phone and so I've read the instructions online that told me to go outside to the NID and unplug the jack there but my box doesn't seem to have any (not sure why the instructions provided in the package didn't specify anything about it!). I want to have the RG at one jack and have any other jacks in the house work with my phone.
When the tech comes I ask him about it and he shrugs it off and says they don't know what they're talking about and you should be fine just hooking up the gateway...

The way I have it set up is at one jack I have the dual port filter.Green cable to Green Port on RG,other phone port on filter has a phone cable connected to the port on the RG labeled Phone 1&2. The phone is connected another separate jack through a single filter.

Well I don't know if that is technically the problem but I can't get my internet and voice to work at the same time now. When one starts working the other goes out and so forth. Just spent two hours on the phone with two techs trying random things and ended up with jack squat!
I've connected my internet and it works but my phone doesn't. When I turn the phone on I hear partially a dial tone and alot of noise/static and dialing does nothing.

The only way I can get the phone to work is to mess with the jack the phone is plugged in to for a while and then it'll start to work. But then I check the RG and the phone 1&2 light is off and the service light is flashing. No internet...any website i try to open states "Gateway authentication failure".

Here's where it gets weird (or atleast for me)- any modem line reset they tried to do when I was speaking with them over my cell phone didn't go through until I power cycled for them which I did dozens of times ugh. This in turn led to the RG essentially rebooting twice. Rebooting the RG was the only way to get internet working again but of course phone stopped and back to square one I am.

Do you guys think it's a RG problem or I'm guessing and leaning towards a wiring problem?

They way you describe things, it seems like you got a self install kit for internet only, as I thought they do not allow self install with Uvoice. That could mean they never came and updated you NID, which they should have done for Uvoice. All that seems to lead to the impression that you don't actually have Uvoice, and if you don't, you should not be using the Phone 1 + 2 jacks on the RG at all.

Try connecting your phone directly to the phone side of the filter and temporarily unplug any other phones in the house and see how that works.

__________________________________________________________
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

Nguyendt88 · ‎07-17-2012

Sorry as you can see I'm new to this forum. Am I missing the multi quote button?! I'll answer your posts in order.Thanks for the help!

1)filter's aren't required?how odd...why are they included in the box?

2)I'll have to test all these methods you guys are recommending that I try. What worked for a little bit for me was when I moved the phone and connected it to the dual port directly.(phone wire to phone port, dsl green wire to port).But then I wanted to move it back to where it would regularly be at a separate jack and the problem happened again.

3)yes I switched from Att's regular phone service to their uverse phone service.

4)I did receive a self install kit. Nothing was mentioned that it was only for internet. A tech did come and take a look at my NID though...not sure what he did but he came back around and told me I was good to go. (The same one that told me that I wouldn't have any problems)

JefferMC · ‎11-16-2009

Okay, since you've switched to Uverse voice:

1) There's no need for filters. Filters are when you share POTS and data on the same pair and need to segregate the frequencies so that POTS users don't get whistles and data devices don't listen to your phone calls and get confused. So, no filters. Ditch 'em.

2) What is coming in on your pair from the pedestal is a VDSL2 data feed destined for your RG. By default, this would be provided thoughout your house on the middle pair of the Cat3/Cat5 cable (or Red/Green if you have modular cable, or Tip/Ring if you're really old and remember what that is) and your RG would plug into the nearest phone jack and get the VDSL2 signal.

3) The RG interprets the VOIP packets and provides something much like POTS service/dial tone on the Phone 1/2 ports on the RG. You should be able to plug a phone into Phone 1 and use your Uvoice VOIP service.

4) However, if you want a phone to work on some other jack in your house, you now have a problem. Your phones don't understand VOIP packets mixed into the VDSL2 stream. Also, that phone going off hook will cause disruption in the VDSL2 signal and upset the RG so that it can't read VDSL2 either.

5) What needs to happen is that you need to do what's called "back feed" the dial tone. Which means hooking the Phone 1 port on the RG to the middle pair where all your phones want to find it. But wait, that pair is already in use. Hooking the RG Phone 1 port to your incoming VDSL2 pair is a *REALLY BAD IDEA*. No, you can't do this even if you use filters. Nice thought, but no. Don't do it.

6) So... if you want to back feed your dial tone, you need to reroute the VDSL2 signal to the RG some other way. Two choices: Dedicated cable, or use another pair.

6a) Dedicated cable... disconnect the wire that currently goes from the NID into your house at the NID., Run another Cat 3/5/5e cable from the NID to your RG.

6b) Connect a different pair than the middle pair at the NID and connect another jack such that this extra pair is wired as the middle pair for that jack. Hook the RG to this jack.

7) ONLY AFTER choosing and doing one of the 6a/6b choices, you can now connect a modular phone cable from Phone 1 to your phone jack at the RG (which has the "middle" pair of the cable wired to the middle pair of the jack), This puts the dial tone on the middle pair throughout your house. Connect a phone to another jack and voila... phone service.

If any of this confused you... get AT&T to do it for you. They should have done it during installation if you asked them to.

EDITED TO NOTE: When ever I say the "middle pair", I'm talking about the blue pair. See the picrtures here, or a million other places: http://www.washington.edu/lst/help/computing_fundamentals/networking/schemes

There are a blue million google hits for "backfeed dialtone for VOIP." They pretty much apply to Uverse as they would for DSL. The quality of them varies, however.

QuickPremtec · ‎07-19-2012

You do not have to run a new cat v/ line to back feed your phone it works perfectly fine using the second pair if you have the older jamacin wire/ just put down the modual to the second pair and back feed to nid and then splice into the rest of the iw outside in nid and check your phone

Computer-Joe · ‎09-19-2008

That's why I wondering why/how the OP got a self install for Uvoice, and why there were filters in it, and why if the tech was there he did not install it correctly (including the backfeed wiring changes). Something don't seem right. Do they specify when ordering that with self-install you can only connect a phone to the RG directly? Sure you can google backfeeding all day long, but that is not something the average customer should even be expected to know or do. Not to mention if it's an older home, and the wiring has not been updated by the local telco within the last 10 to 20 years the house wiring is more than likely straight 4 wire with red, green, black, and yellow, with the basic phone using red and green, and the black and yellow reserved for power for the old lighted touch-tones or a second phone line.

A question for Nguy. What is the model number on your RG?

__________________________________________________________
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

Nguyendt88 · ‎07-17-2012

Sorry for the trouble guys this is really ridiculous. Last night I plugged in the phone in to the jack I wanted it to be and left everything set up how I theoretically wanted it to. Went to sleep with internet working and phone not working.

In the morning I receive a phone call and am shocked in to how is someone calling me? Run to the RG and check my internet and they are both working. I'm speechless when the tech comes by and he says that everything seems to be installed correctly. They check the NID just in case and leave without saying anything so I guess that was fine too. Really nice guy and he gave me his personal number and 30 days to call back.

I have no idea what was going on...maybe it was the network fixing any kinks from activation.

Just to answer the latest question, I received a 3600hgv.

Thanks for the replies! Hopefully everything stays up and running

[Edited to comply with Guidelines]

Computer-Joe · ‎09-19-2008

Nguyendt88 wrote:
Sorry for the trouble guys this is really ridiculous. Last night I plugged in the phone in to the jack I wanted it to be and left everything set up how I theoretically wanted it to. Went to sleep with internet working and phone not working.
In the morning I receive a phone call and am shocked in to how is someone calling me? Run to the RG and check my internet and they are both working. I'm speechless when the tech comes by and he says that everything seems to be installed correctly. They check the NID just in case and leave without saying anything so I guess that was fine too. Really nice guy and he gave me his personal number and 30 days to call back.

I have no idea what was going on...maybe it was the network fixing any kinks from activation.

Just to answer the latest question, I received a 3600hgv.

Thanks for the replies! Hopefully everything stays up and running

[Edited to comply with Guidelines]

Glad to hear you got things worked out, and thanks for letting us know. Be sure to stop back if you have any other issues or just want a good read.

__________________________________________________________
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

Phone and Internet won't work at same time

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Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time

Re: Phone and Internet won't work at same time