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Visitor

Posts: 1

Registered: ‎04-25-2012

Lost signal and picture freezing

‎04-25-2012 12:37:48 PM

I have been a subscriber to U Verse for sometime now, and at first it was wonderful. For sometime now, at least six months if not longer the picture on my TV freezes and then I lose the signal. Service technicians have been to my home several times to check the lines and no change. The box has been replaced at least 3 times and the modem once. I have called numerous times and I continue to lose the signal. This happens even when I am watching a previously recorded program.

Is anyone else had this problem? How was it corrected?

ACE - Champion

Posts: 14,797

Topics: 1,749

Kudos: 783

Solutions: 249

Registered: ‎05-18-2009

Re: Lost signal and picture freezing

‎04-25-2012 01:07:34 PM

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.

Award for Community Excellence (A.C.E.) achiever for 2012*

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Visitor

Posts: 2

Registered: ‎04-25-2012

Re: Lost signal and picture freezing

‎04-25-2012 09:06:31 PM

Hi, Dan. I'm having significant problems with HD channels freezing and pixellating. I downloaded your tool and have the screenshots you asked for. How do I get them to you? Do I upload them here? I really appreciate whatever help you can give me before I have to have a service call.

ACE - Champion

Posts: 14,797

Topics: 1,749

Kudos: 783

Solutions: 249

Registered: ‎05-18-2009

Re: Lost signal and picture freezing

‎04-25-2012 09:35:25 PM

sadie_sue wrote:

Hi, Dan. I'm having significant problems with HD channels freezing and pixellating. I downloaded your tool and have the screenshots you asked for. How do I get them to you? Do I upload them here? I really appreciate whatever help you can give me before I have to have a service call.

You can insert the screenshots into a message using the icon that looks like a tree.

Award for Community Excellence (A.C.E.) achiever for 2012*

Visitor

Posts: 2

Registered: ‎04-25-2012

Re: Lost signal and picture freezing

‎04-25-2012 10:13:13 PM

I wasn't able to browse to the images to attach them, so I sent them via private message.

ACE - Champion

Posts: 14,797

Topics: 1,749

Kudos: 783

Solutions: 249

Registered: ‎05-18-2009

Re: Lost signal and picture freezing

‎04-26-2012 08:10:18 AM

Here are the screenshots:

Error Table.png

If you have U-verse receivers that are feed by coaxial cable, please run the Extended Test and then repost the Coax/HPNA tab.

Award for Community Excellence (A.C.E.) achiever for 2012*

ACE - Wizard

Posts: 3,005

Topics: 111

Kudos: 244

Solutions: 46

Registered: ‎11-16-2009

My Device: U-verse / VZW Droid

Re: Lost signal and picture freezing

‎04-26-2012 10:30:18 AM

That's some funky shaped upstream graph.

Award for Community Excellence (A.C.E.) achiever for 2012*

ACE - Geek

Posts: 9,310

Topics: 1,000

Kudos: 950

Solutions: 216

Registered: ‎01-30-2008

Re: Lost signal and picture freezing

‎04-26-2012 05:55:08 PM

Ya, definitely something wrong in the upload band, the 32/5 profile is actually coming in at 32/3 on his system. Could definitely cause issues. Probably will need a line tech to come troubleshoot.

Award for Community Excellence (A.C.E.) achiever for 2012*

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