Loss of signal, live & recorded shows freezing

girl_gone_texan · ‎10-22-2009

Uverse has been working pretty good for us since install a few years ago. We had some issues about 6 months ago where the router just kept rebooting on its own, so they came in and replaced the router, which seemed to fix things for a little while. However, lately our TV watching has been getting progressively worse. We get the loss of signal message constantly on all STBs and DVR, the STBs will show no Recorded Shows available or not connected to DVR. One of my STB's takes about 20 minutes to reboot. Recorded and live shows freeze or pixelate. Rebooting everything from the router to the boxes, unplugging, etc. Nothing seems to help!!!!

texasguy37 · ‎05-18-2009

Some of the PHY Rates on the Coax/HPNA table indicates some issues with the coaxial cable connections. This could result in the issues that you are experiencing. Call Technical Support at the number shown in my signature. They will run tests on your system to what action needs to be taken. I suspect that you need a visit from a technician.

girl_gone_texan · ‎10-22-2009

Thanks for the response, Texasguy. What kind of issues can one have with coax outside of just being loose?

Yes I plan to call Technical Support, but I find that calling them is usually more effective when I have some direction to lead them to my issues; otherwise, regardless of my symptoms, they tend to force me through the standard Customer Support checklist, so to speak (reboot boxes & router in various ways, reformat DVR, etc etc).

Computer-Joe · ‎09-19-2008

It definately looks like you have a problem with the #2 STB and/or the Coax run to it, as all errors on the HPNA stats involve the #2 STB.

It aslo appears that your having some line issues as well with over 100 thousand errors per hour and bit loading looks a little off. Not sure, but those corrected blocks might all be coming and going to the #2 STB.

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girl_gone_texan · ‎10-22-2009

I think STB#2 is the one that I've had some issues with as far as rebooting - it always takes an extremely long time to reboot (15+minutes), and sometimes it even gets stuck rebooting. Just a bad box, possibly?

But this should affect the DVR or other STBs, right? The DVR gets the loss of signal error all the time, more than any other TV, and my other STBs get the no recordings or not connected to DVR message a lot.

I'm a mechanical engineer, so I am not up to speed on all this electrical mumbo-jumbo! Is there something that explains what all that data from uvrealtime means in laymans' terms??

RCSMG · ‎12-10-2007

Call TS using the phone number in my sig and ask the CSR to run a test on your service for errors. When they see them request a tech be sent out to check your install.

texasguy37 · ‎05-18-2009

girl_gone_texan wrote:

I'm a mechanical engineer, so I am not up to speed on all this electrical mumbo-jumbo! Is there something that explains what all that data from uvrealtime means in laymans' terms??

Read SomeJoe's UVRT-Main-Doc.PDF file in C:/Program Files/UV Realtime/Documentation folder.

girl_gone_texan · ‎10-22-2009

Thanks, I'll check it out.

I called TS, she is sending me a new Residential Gateway because mine is one they are replacing due to problems (3800?). But since I called from work, she's unable to troubleshoot further without me being home. So we're supposed to talk when I get home...

texasguy37 · ‎05-18-2009

girl_gone_texan wrote:

Thanks, I'll check it out.

I called TS, she is sending me a new Residential Gateway because mine is one they are replacing due to problems (3800?). But since I called from work, she's unable to troubleshoot further without me being home. So we're supposed to talk when I get home...

Yes, it's all ways a good idea to call Technical Support from home. The new gateway is a good move, but I don't think it's going to solve all the issues.