Uverse TV problems [ Edited ]

[OldTelcoTech]

Hoots Mon!!  I feel your PAIN, we recently fired Comcrap and finally have Uverse Service at home.  BUT (yes BIG BUTT) the expeirence has been painfull.

Screen and audio freezing every 5-10 seconds for HOURS AND HOURS,

the dreaded 'BLUE screen of death' every 15-20 minutes over long periods of time.

So far 4 different outside boxes,

replacement of the old coax leftover from the Comcrap service,

replacement of the multi-pair drop from the pedistal to the NID/SNI,

cleanup and clean out of the SNI box,

replacement of wall junctions,

BOOT after boot of the inside units.

We only have 2 television sets wired, and internet, No retiree discount on the voice so the landline stays because it is really INEXpensive for us.

This IS REALLY frustrating and sure leaves a sour taste service experience wize.

I continue to pester and hound the repair folks about this. What really irks things is that when it clears up, USUALLY after the service tech has been working awhile it might stay clean and clear for an hour or so, leaving us to think it might finally be cleared up, so the tech closes out his service ticket and departs, a little bit later things return to 'Oh Crap!" and we restart the entire process all over again.

Round and Round we go!!

AND I am being polite about this, you should hear the verbs coming from the Wife, and She to is a retired Top Craft telco tech. We are from a time when if the tech could do the job we Fixed the problems, not passed it off to someone else.

[subject edited as new topic was created] -moderator

[spd2demun ACE - Expert]

Since you have a lot of telco background, did they change out the coax connectors on every new piece of coax--even behind wall plates?  Any splitters as well?  Uncapped ends on any splitters?

Download UVRT at http://www.uvrealtime.com
Post screenshots of these tabs:
IP/Profile
Error Table
Bitloading
Coax/HPNA (unless you are all Ethernet)
Channels/Streams

Note: If you are a Mac user, this program only works on Windows OS at this time.

[OldTelcoTech]

Ok, short answer, Yes I watched one of the techs change connectors and plates and and and, and the splitter,  I even asked if the splitter should be earth grounded (like Comcrap did to theirs), I also asked about the open port on the 3 way splitter a previous tech left hanging on the main feed. So the last tech, the one i asked about the 3 way, he changed it back to a 2 way. The all new coax to the main tv didnt help matters there, the failure rate on the second tv is on par with the failure rate on the main set, and for the second tv the somewhat short run of old coax is still in place.  This seems to be equally common on both sets and consistant once the freezing and 'blue screens of death' start happening.

The WIFE and I both asked about the quality of the 26ga cable from the crossbox to the pedistal, and weather there might be a problem somewhere in that run. It also seemed to get dependable failures once the rains hit. Suggesting maybe at least one of the pairs might have a connection somewhere that is a hair touchy. NO CPMS past the crossbox!

BUT we no longer have the hardware to test this stuff and have to depend on ATT sending out someone who knows how to test, identify and then fix problems!!! 

In my Old days when I worked in the field installing/repairing high speed stuff, all it took to see failures was 1/2 of one pair with a poor connection somewhere in its path to the hardware and we would experience framing errors, bi-polar violations, etc.

I used to have 3 different T-BERDs on the truck just for the wired stuff, not counting the gear for the optical hardware.

[OldTelcoTech]

PS:  Heavon forbid the customer knowing more then the service tech!

[spd2demun ACE - Expert]

Sounds like you covered all the bases.

Next step is to post the screenshots using UverseRealtime (download) in earlier post.  People on the forum can give you ideas (if needed) about what might be going on.  Could be too far away from the VRAD?

[OldTelcoTech]

I'll explore doing that when my head has rested from all the agerbation.

I'll probably try checking with ATT tomorrow on the status of the last trouble report we called in.

[spd2demun ACE - Expert]

Sounds like a plan.

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OldTelcoTech wrote:

I'll explore doing that when my head has rested from all the agerbation.

I'll probably try checking with ATT tomorrow on the status of the last trouble report we called in.

---

[OldTelcoTech]

ok, I have this utility installed and running. Curses, had to install MS crap .net 4

I fumbled around with it long enough to get data collected and initalized and happening and screens filled with pertinate poo.

What screen shots do you want to see?

should a tv be on during these tests?

or at least the settop box?

or both setup boxs?

[OldTelcoTech]

Ok, I re-read the softywarze request am trying to uploady the screenshotz

Ha, Take that internet gremlins!

[RCSMG ACE - Expert]

Looking at some of your stats I recommend you call ts and request the csr run a test on your service, and send a tech out to check your installation.  I'm not sure but you could have issues with the lines running between the VRAD and your home.  Others will be along to be more specific.

[OldTelcoTech]

Would you be kind enough to highlight some of the information that raises your concerns so that I might be better able to lend credance to my dismal service experiences so far?

Tanks

[SomeJoe7777 ACE - Expert]

Since you've already had a lot of the coax system changed out and the line cleaned up, I would next have them change out the iNID itself. It may have a bad coax port on it.

[RCSMG ACE - Expert]

SJ is one of the "others" I was referring to.

[spd2demun ACE - Expert]

Glad you were able to get those screenshots up!

SomeJoe7777 is UverseRealtime's *creator*.

Do report back with what you find out regarding SomeJoe's suggestion.

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OldTelcoTech wrote:

Would you be kind enough to highlight some of the information that raises your concerns so that I might be better able to lend credance to my dismal service experiences so far?

Tanks

---

[OldTelcoTech]

well, another day, another U-verse tech visit.

Todays tech says he read all the previous trouble report notes the various techs had posted concerning their respective visits to the prem. He did systamatically approach his particular troubleshooting proceedure.

He tested to each TV One at a time, UNdoing the coax and settop box one at a time to prove to himself that the problem was common. 2 of the previous U-verse Tech visits did replace the INID, 4 all together.  Once todays tech was satisfied the trouble was a common fault. he then proceeded to kill the DSL part of my service, Un-powered the DSL interface. That Seems to have been a cause of something, What I do not yet fathom.  At this time the TV watching has been good according to the 'Critic' in the house.

After changing the inside wireing feed pair for the DSL part, We then proceeded to fire up the internet once again. At this time we are JUST doing basic internetting and still the IPTV is working like it should.

I WILL be slowly adding whats online one step at a time to see if there was/is anything that any of the hooked up PC's were doing that might have contributed to the dismal IPTV experience. We usually have 3 PC's wired to the net, and at add infrequent times at most 2 wireless units communicating thru the DSL interface.  The hardwired PC's are via all cat5 cableing, Not Riding any of the phone pre-wireing that was/is present.  Not even terminated in the same wall plates, they have their own boxs and plates in the walls

 From the somewhat limited info I found so far the internet interface seems to be more a bridge then a true modem. So I remain puzzeled as to its possible cause of 'interferance?'

[spd2demun ACE - Expert]

Thanks for the report. 

Did you run your stats again on UverseRealtime?  Do they look better? 

Or if you want to post again for SJ to take a look?

[OldTelcoTech]

Yes, I can re-reun the softy,  That will also serve as another 'test',

I will repost those a little later.

But in that gray hazy almost cognizant zone when one is ready to wake up in the morning Ye Ol Brain really started cooking and came up with a possible. 

PORTS: some of the software I use to fill out my Internetting day uses dedicated ports,  Fortunately They are changeable! I will visit the config part of those softwares and change the port assignments to see if one of them or several of them were interfering with the IPTV part of U-verse.

Hay at this time any port in the storm :-)

[spd2demun ACE - Expert]

Anything's possible, and whatever works.  Good luck with your testing.

[OldTelcoTech]

PROBLEM Identified.

Problem Semi Controlable,

Problem of interference

Turns out I can at a click of my mooze clean up my IPTV freezing and timing out and can cause it anytime with another clicky of da mooze.

YES it is being affected by a program running on my computer over the DSL part of the U-verse service.

Unfortunately that specific program only has one port that it uses that is effected by the manual port configuration part of the program when it starts up. there can be several other ports, mostly around BUT not necessarily equal to port 2000, Also unfortunatly that port range is not part of the config at all, so its semi random and not controlable. 

SO is there a knowledge document that details the ports the IPTV uses?

What range would these ports be?

THere seems to be NO way (at least that I know) to see these ports via my PC since it seems to be after the NID hooks up with the Co hardware.

This took a long time to isolate and track down and identify, but I managed to do so. The repeatability of the condition is pretty convincing to me.

[texasguy37 ACE - Expert]

Can you explain your network setup?

[OldTelcoTech]

addemdum:  these 'other' ports are allowed thru the U-verse hardware firewall with out me having to drill a hole thru it. Just the ports that I can configure are those that seem to be affected by the firmware firewally.

And Let Me Tell you, trying to keep up with all the changes to port assigments in 2 different pieces of software AND the software firewall and the firmware firewall was a real bother before I got done with all this.

VERY time consuming in the end!

[OldTelcoTech]

Right now I am fighting an alergy sinus headache that can almost kill of horsefly, if you can add more detail to your request I can then attempt to answer to the best of my cognitive ability at the present time.

[OldTelcoTech]

yesterday I was fighting an alergy headache that almost killed a horsefly. Needless to say I had a problem comprehending your request. After a tossing turning grumbling night that part didnt clear up. If you could rephrase your query that might help me grasp its intent. thanks

[spd2demun ACE - Expert]

I think texasguy37 is asking what type of lines are plugged into which devices?

Are you all Ethernet from your TVs, all coax, or a mix of both?

How many TVs or STBs (non-DVR boxes)?

Internet and TV?  Plus VoIP phone?

Using another router (modem) behind (plugged into) the UV RG for more connections?  Or a switch?

[OldTelcoTech]

all righty, this I can answer!

1. INID to tv, coax all the way,

2.  2 tv's  1 with dvr box, other not (as far as I know)

(long pause)  yups that is the case I went and looked

3. IPTV,  VDSL,  NO VOIP, no discount on the phone part if provided by the U-verse service and since I get 100% concession on landline phone, WAY sheeper.

4.  2 OTher computers are run thru a switch (just a switch, no firewally) 1 full time, the other part time,

    2 computers via ethernet to UV RG, and its one of the directly wired PC's with the program that is causing the interference with IPTV,

at best one other device via wireless access.

[OldTelcoTech]

I Finally reached Tier 2 support

[spd2demun ACE - Expert]

  Now that's funny!

So, what did they say?

[OldTelcoTech]

I sort of posted this before anyone has replied to my answer above that message

[spd2demun ACE - Expert]

texasguy37 was the one asking originally, so maybe he'll come back and take a look.

[OldTelcoTech]

I finally managed to beat some daylight sense into the brain and answered your question here.

tanks