New to the forum and having major issues with U-Verse service. [ Edited ]

[feta_mgp]

Hello all, my name is Mike and I've had U-Verse since January of this year. I've been mostly pleased with it, love the TV service most of all, the DVR in every room thing is great.

I have been having a lot of U-Verse internet issues though. Never have I consistently gotten speeds close to what I'm supposed to be paying for (18Mbps) even right near the RG. It is setup roughly central in the house and under optimal conditions, near the RG or hardwired I get ~17Mbps. Great right? Problem is generally I only see ~7-10Mbps.

The big issue however is the past few weeks my speed has not even been that high, usually hovering around ~1Mbps! I have had techs out to the house SEVERAL times within the past 3 weeks, it started with the wiring being bad, that was fixed, no difference in speed, they replaced the RG twice, no fix, they worked on the junction box at the end of the neighborhood (not the vRad) and said there were some signal issues there,  no fix, I have had inside and outside techs out, they have re-wired the system from the outside twice, and still no fix.

I have read a few forum posts here with similar issues but no one seems to have a solution, they just say "it's fixed!" and that's it. I'm posting up screens from UV Realtime as I saw requested in other threads, hopefully one of you can shed light on my issues.

Thanks in advance!

[edited for privacy – removed images with unique MAC addresses]

[spd2demun ACE - Master]

You can click on the tree icon (when you open a window for replies), and from there you can upload your links directly.

One of the *experts* will be along shortly to analyze your stats.

[feta_mgp]

Thanks for the info, fixed!

[SomeJoe7777 ACE - Geek]

I don't see too much wrong with your line stats. There are some errors, but that isn't unusual for an iNID installation.

For the computer that's having slow speeds, is it connected wired or wirelessly? If wireless, you might be getting wireless interference, especially if the signal has recently had more problems than usual.

See this post for methods to determine if you might be getting wireless interference and what to do about it:

http://forums.att.com/t5/Features-and-How-To/How-to-Minimize-Wireless-Interference/td-p/2303003

[feta_mgp]

It's all computers on my network. Two Macs, and one Win7 machine as well. All of them having the same issues, wired or wirelessly.

I'll check out InSSIDer and see what's up, and hopefully isolate the issue or resolve it somehow. Could definitely be intereference, when I have my own separate router connected (wireless n) the issue is more persistent. Thanks for that post though I'll definitely try and see if that helps me out any.

EDIT: though, even wired directly I have the issues.. so I don't know what kind of interference might be affecting anything.

[SomeJoe7777 ACE - Geek]

In that case, there could be an undetected line issue, or possibly the gateway itself is bad.

For difficulties such as this, please send a private message to Alex, one of our Community Managers.  He can get help get this issue solved.

[feta_mgp]

Will do. Thanks for the help. They've replaced the RG twice already too, it's just starting to get old. It was fine until about 3 weeks ago.

[jamileh]

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feta_mgp wrote:

Will do. Thanks for the help. They've replaced the RG twice already too, it's just starting to get old. It was fine until about 3 weeks ago.

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Thanks for sending a PM to Alex I see that Torando replied and requested a bit more contact info. Please take a look and reply to his message when you get a chance!

[feta_mgp]

I just replied to him with the info, hopefully we can get this resolved quickly, this really is quite the downside to a service I really enjoy, but unfortunately we've been dealing with issues with since the beginning between billing and the actual service itself. I'd just like everything to work!

[feta_mgp]

Within UV Realtime it shows DNS 1 and 2, do those correspond to the Line 1 and Line 2 lights on my RG? I had one inside tech tell me both of those should always be lit up green and an outside tech who told me that one of them is green, only two if I have two phone lines, which struck me as odd because I didn't think that my U-Verse Voice and Internet had anything to do with each other beyond everything sharing one bundle of data coming in that routes to each service.

If the DNS 1/2 correspond with Line 1/2 on the RG that could be the issue, only Line 1 is ever lit up green.

[aviewer ACE - Wizard]

feta_mgp - DNS 1/2 & LIne 1/2 are two entirely different things.

Line 1/2 jacks are access to your U0verse voice line(s). You could have one or two.

DNS 1/2 are the address of a DNS server to access the internet. I believe, #2 would be accessed if #1 failed.

Some folks have trouble accessing the internet & change the DNS server in their computers to a different one - like Google - 8.8.8.8 or 8.8.8.4. Another choice is open DNS.

[feta_mgp]

Thanks for the clarification, didn't know what was what because I was told two different things. I'm pretty decent with networking but when it comes to specifics like that I'm totally lost.

[feta_mgp]

So I was e-mailed back today with a message telling me that my Tier 2 tech was out of office until Tuesday and that he would reply to me then...

So I've been having an issue for going on a month with several techs out to the house with no resolution so far and they want to just leave me hangin' for another several days...

Luckily he asked if I wanted my issue sent to a different tech in the meantime, of course I said yes. Would have been nice to hear back from my tech himself saying he wouldn't be in office again until Tuesday...

Sorry for the small rant, just irritated, I'm paying well over the amount I was told I'd be paying per month for service that I'm not getting and I'm supposed to just waste my time and wait for them... good customer service will bend over backwards for the customer, not have the customer bend over for the company.

[jamileh]

I am sorry Justin was not available until Tuesday. 

I see that Travis did some work over the weekend and sent you an email with his findings early this morning. 

Please let me know if you have any issues contacted Travis or Justin. 

[feta_mgp]

They both told me to perform the same tests. I shouldn't be the one performing tests, that's not my job.

I was supposedly sent a tech on Friday to perform tests Justin needed to see in order to try and help isolate the issue. What happened? Well the tech came out, but no one informed him of any tests he was supposed to run, so what did he do? The same B*S* troubleshooting the other 6-7 techs did before him and come to the same conclusion of "something is definitely wrong but I have no idea what it is, I'm totally stumped." Before he left though he let us know his supervisor told him to tell us that "AT&T is experiencing internet outages in the area" which sounds like a load of crap he just fed us to pacify us because we're getting sick and tired of this.

I would have thought my issue would have been bumped up to Tier 2 after the first week in which 5/7 days we spent with a tech at the house for over their 4 hour slot, but no, it took getting on the forum here to get that far. Poor communication and poor customer service. And we're supposed to be paying for this service in the meantime... what a joke.

We're now looking into alternative service providers because this has been such a mess and a hassle to deal with. If we don't get resolution for this issue soon, whatever it takes, then you've lost a long time customer. We've always had AT&T for some sort of service and NEVER have we experienced such poor service and be expected to still pay for it.

[jamileh]

I'm sorry you're still having problems and that this process hasn't been easy. I'll pass your post to them, please feel free to contact them directly as well. 

[tusktek]

First thing you should do is open your inid, all you need is a flathead screwdriver to access customer side of you phone Box (The Big One). In this you should find two connections. Top should be line 1 and data bottom line 2 only. It takes two line feeds even if you only have one active line. The main issue will most of the time be Data and line 1 in a lineshare mode which will cause inside modem to drop Lights and service. You will need a tech to install an alarm bypass filter on line 1 to separate this signal and remove "HPNA over twisted pair" which is a joke. As far as the tech, please bare with them as they are not told this even if tested and proven through field trial and error over a year ago. Also there should be a ground on the left side to remove RF interference from this circuit board.