Uverse Gateway Rebooting

[ealewis]

I have been at the new place since 7/6/12 and have not been able to get Uverse working reliably since then. ATT sent a field tech who said the wrong node had been selected and fixed that, but the day after that the Gateway started rebooting nonstop when both me and my roommate try to go online. The last time I called ATT (lvl 1 support) they said the issue is my gateway and agreed to send a new one under warranty. After running UV Realtime I am not sure if a new gateway will fix the issue (will get the Gateway tomorrow). Does it look like the issue is in the wiring to the apartment or inside it, rather than just the Gateway?

The Gateway worked at the last apartment flawlessly. I pulled the level 2 contact info from this forum and will try that if the new Gateway doesn't fix it. I have also had some issues with the electrical wiring in the apartment (no working ground wire in another room, breaker tripping easily with things like hair dryers) in case that might make a difference.

Screenshots (sorry to use links - if anyone can explain how to post the image directly let me know) 

IP/Profile

Bitloading

Error Table

Thank you.

[texasguy37 ACE - Champion]

Your screenshots are not in those links.  You can insert your screenshots in a message on this forum by using the icon that looks like a tree.

[fearlessuser]

Thats looking pretty ugly. I doubt a new modem will fix that, this is more than likely line related. A tech will have to come out for that

[ealewis]

The links go to the public  images in google docs...I tried posting as images but am getting red Xs instead. Let me know if anyone knows a work around. I am using IE 9 and also tried Google Chrome with the same result.

[fearlessuser]

Here you go

[JefferMC ACE - Wizard]

You've got line problems.  I think you've got a bridge tap, but that's for a line technician to say for sure.

Call Technical Support again at (800-288-2020) and ask them to send someone back out who can test and fix your lines.  They should be able to see these error counts from their side and know you've got issues.

If you can't get satisfaction from Tech support, then send a PM to Alex, one of the AT&T Community Managers, for further assistance.

[ealewis]

[ealewis]

Thanks all. Screenshots above are after 3 separate line tech visits (replaced cable, removed a bridge tap) and my replacing a faulty wire from the wall to the gateway (luckily figured the wire issue out just before they were going to schedule an inside tech at my dime). Do the screenshots look ok? So far I can stream video and am getting the promised upload/download speeds without the frequent disconnections. The last rep I spoke with was really nice and offered a bill credit.

[SomeJoe7777 ACE - Geek]

There looks like there is still a bridge tap there, but it's probably within your own house. In these cases, the self-installed 3600 gateway with Internet only usually still works properly.

If you continue to have problems, you may need a home run from the NID.

[ealewis]

I just have internet and it seems to be working ok so I guess I will wait and see. It's a 34 year old apartment building so it's probably had plenty of opportunities to get the wiring messed up as tenants move through.  Glad it is working and I don't have to get Time Warner.