freezing, pixelation here too

[prof153]

just started uverse last week - a long way from a box - service was down for a few days - up now, but I have pixelation - any suggestions - tech support is tiring of me after a few days of calling about having no service.

thanks,

Ian

 

 

[texasguy37 ACE - Champion]

Your Max Rate is not sufficient to support your service Profile Rate.  Has a technician been back onsite since the install?

[prof153]

yes, almost every day - most recently an outside splicing technician working on the pole connections. He said that he's done pretty much everything he can.

Is there anything I can do?

Thanks so much!

Ian

here are this morning's stats:

[fearlessuser]

I don't really trust the UV realtime tool too much. it tells me that my perfectly working service at 32mbps should be on 19. I think your issue is something with the upstream. based on your downstream, you're probably closer than i am, but your upstream is much worse. Quick way a tech can probably check it is to test at the nid and the modem location and the DSLAM, see where the drop off is. It's something a tech has to come out for, yet again, they're missing something. Maybe its some outside issue. Ask for a tech manager when the next one comes out, the guys that come out are clearly dropping the ball

[prof153]

Thank you - really helpful - I appreciate you helping to narrow this down!

[texasguy37 ACE - Champion]

Since you have been unable to get this resolved working with Technical Support, send a PM to Alex who is an AT&T Community Manager on this forum.

[prof153]

Thank you - I just composed and sent a PM to Alex:

Dear Alex,

Texasguy37 on the ATT Uverse forums suggested that I send you a PM.

We had the Uverse bundle installed last wednesday, but it's been down completely more than it's been up. I've been on calls and hold with Uverse technical support for almost a week now. The last service call was on Monday - an outside splicing technician who did what he could. And in fact, the service has been up since then, but we continue to get halting, stuttering, and pixelation on the TVs. 

I've attached UVerse realtime screenshots to this thread:

http://forums.att.com/t5/Features-and-How-To/freezing-pixelation-here-too/m-p/3223137

My email is ...

I'd really appreciate anything you can do or suggest - and I'm happy to give you any additional information

Thank you

[SomeJoe7777 ACE - Geek]

---

fearlessuser wrote:
I don't really trust the UV realtime tool too much. it tells me that my perfectly working service at 32mbps should be on 19. I think your issue is something with the upstream. based on your downstream, you're probably closer than i am, but your upstream is much worse. Quick way a tech can probably check it is to test at the nid and the modem location and the DSLAM, see where the drop off is. It's something a tech has to come out for, yet again, they're missing something. Maybe its some outside issue. Ask for a tech manager when the next one comes out, the guys that come out are clearly dropping the ball

---

He has several problems with the line, one being that there is insufficient upstream bandwidth to carry the required profile rate, second that there is massive interference in the lower band that is impacting the downstream service, third that the lines are generating huge amounts of errors, and fourth that the line conditions have lowered the max rate to force the line into an overcomitted state.

As far as "trusting" the UV Realtime tool, I'm only going to say that the program directly follows the VDSL specification when determining how the line is performing.  If you don't "trust" the tool, then you are second-guessing the VDSL specs.  And hey, if you feel you know those better than the people who wrote the specification, then more power to you.

[prof153]

Thanks SomeJoe,

So, given the problems you noted, do you think that there is anything at all that can be done to correct or improve the service?

Best

Ian

[fearlessuser]

---

SomeJoe7777 wrote:

---

fearlessuser wrote:
I don't really trust the UV realtime tool too much. it tells me that my perfectly working service at 32mbps should be on 19. I think your issue is something with the upstream. based on your downstream, you're probably closer than i am, but your upstream is much worse. Quick way a tech can probably check it is to test at the nid and the modem location and the DSLAM, see where the drop off is. It's something a tech has to come out for, yet again, they're missing something. Maybe its some outside issue. Ask for a tech manager when the next one comes out, the guys that come out are clearly dropping the ball

---

He has several problems with the line, one being that there is insufficient upstream bandwidth to carry the required profile rate, second that there is massive interference in the lower band that is impacting the downstream service, third that the lines are generating huge amounts of errors, and fourth that the line conditions have lowered the max rate to force the line into an overcomitted state.

As far as "trusting" the UV Realtime tool, I'm only going to say that the program directly follows the VDSL specification when determining how the line is performing.  If you don't "trust" the tool, then you are second-guessing the VDSL specs.  And hey, if you feel you know those better than the people who wrote the specification, then more power to you.

---

I did say that it looks like there are issues with the upstream bandwidth, its part of what you quoted me. More than likely that is the cause of the issue because as I understand it, that profile needs 32mb down and 5mb up. if he's only getting like 1.8mbps upstream, there's no good 2 way communication, and there's where the drops in service come from. We aren't disagreeing there, so you kind of just repeated what i already said.

And I never said I didn't trust it at all, just not 100%. Is everyone sure there are 0 bugs in the software? If I were to take it as gospel, i would lose internet speed and a few HD channels at a time based on its recommended profile. Helpful, yes. 100% accurate and 0% chance of error, no. If it does always work as designed and its not a bug in the software, i'd like to know why it's telling me to get a lower grade of service even though i've been running just fine since the service was installed 4 years ago

As far as anything you can do on your own, not anything really. Gotta call them again and have someone come out again

[texasguy37 ACE - Champion]

---

fearlessuser wrote:

I did say that it looks like there are issues with the upstream bandwidth, its part of what you quoted me. More than likely that is the cause of the issue because as I understand it, that profile needs 32mb down and 5mb up. if he's only getting like 1.8mbps upstream, there's no good 2 way communication, and there's where the drops in service come from. We aren't disagreeing there, so you kind of just repeated what i already said.

---

No, there are 3 profiles for TV customers:

1)  32 mb up/ 5 mb down

2)  25 mb up/ 2 mb down

3)  19 mb up/2 mb down

[fearlessuser]

Right, its the part that you even highlighted. THAT profile. again, we agree

[texasguy37 ACE - Champion]

Huh?  What did I agree to?

[fearlessuser]

Speeds for the different profiles. We both gave the same numbers, you just gave more

[texasguy37 ACE - Champion]

I just listed the 3 available profiles used by U-verse TV customers.  The OP is on the 25 mb profile.

[fearlessuser]

Thanks, I got them already

And doh, looked at the wrong line, was looking at the max, not the current. Still, both our points are valid. Upstream is too low for any of the profiles, something we've both been saying all along

[prof153]

Thanks for your input - given that I'm on the 25 mb profile, is my upstream still abnormally low, and is that something I can ask service to correct?
Thanks again!

[texasguy37 ACE - Champion]

Do you also have U-verse intenet?  If so, which internet package do you have?

[fearlessuser]

---

prof153 wrote:
Thanks for your input - given that I'm on the 25 mb profile, is my upstream still abnormally low, and is that something I can ask service to correct?
Thanks again!

---

Since the lowest upstream for any package is 2mbps and you're at less than 2, its just some line problem somewhere. Have the tech test at every point he can to see where the loss in the upstream is. Could be something as simple as a bad connection anywhere between you and the crossbox in the neighborhood where the service comes from. Or being that its only affecting the upstream, could be an issue with the equipment. I've heard of grounding problems on the line, AM or HAM radio interference, all kinds of things. If the tech tells you they've done all they can, I'd ask to see the test results that show the max upstream rate around like 5 or 6mbps, probably more based on your downstream. If its not there, he's not done

[prof153]

yes, I have uverse internet, phone, and TV - they said the best service we could get as far from the box as we are is the middle-level service - 12mps?

[texasguy37 ACE - Champion]

Alex should be able to help get your issues resolved.  Let us know how things turn out.

[prof153]

Thank you - I'll certainly let you know when I hear from him. And thank you all again for your help!

[SomeJoe7777 ACE - Geek]

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fearlessuser wrote:

And I never said I didn't trust it at all, just not 100%. Is everyone sure there are 0 bugs in the software? If I were to take it as gospel, i would lose internet speed and a few HD channels at a time based on its recommended profile. Helpful, yes. 100% accurate and 0% chance of error, no. If it does always work as designed and its not a bug in the software, i'd like to know why it's telling me to get a lower grade of service even though i've been running just fine since the service was installed 4 years ago

---

Post your screenshots and I will tell you why it's indicating that.  (IP/Profile, Error Table, Bitloading).

[fearlessuser]

Uninstalled. After i installed, computer kept resetting itself until i uninstalled that. Besides, apart from that part showing what the tool thinks the profile should be, all the other info the tool shows is in the modem. Error counters, bits loading, HPNA statistics, everything. So i dont think it actually runs any tests, it pulls that information from the modem. It's all nice and consolidated other than looking thru a dozen pages in the modem, but i dont see anything in the tool (again, apart from the recommended profile) that i cant find in the modem

[texasguy37 ACE - Champion]

You will not find the information on the Channel/Streams tab in the RG.  If you are a premium user of UVRT, you will not find the information on the Usage tab in the RG.

[fearlessuser]

Well, anything useful for me anyway. Don't care about my usage, i already know what my streams are for TV. Most people are told to use it to look for line/HPNA errors to troubleshoot. No need to download and install the thing then run it, its quicker to just look in the modem

[SomeJoe7777 ACE - Geek]

Here's a list of what it gives you and the features it has that you don't get in the gateway's pages:

- 1-minute resolution of the forward error correction (FEC) and CRC rates
- Line capacity
- Estimated VRAD distance
- The entire bitloading analysis section, including indication whether the line is overcommitted or not
- The recommended profile
- 1-minute resolution of all interface data rates
- Readable bitloading graph
- Bitloading graph corresponds with frequency, not "tone number"
- Pinpoint accuracy of points on the bitloading graph to analyze problems
- Entire usage analysis section
- Entire channels/streams section
- Entire stream analyzer section
- Remote viewing of much of this information via built-in web server
- Intelligent analysis to highlight any raw or derived values to show abnormal readings

As far as your alleged issue with the "computer resetting itself", that is an issue that has never been reported by anyone in over 17,000 unique installations.

It appears you are now simply attempting to disparage the program for an unknown reason, when the reality is that it has assisted countless individuals on three different forums track down issues with their installation.

The bottom line is that if you feel the program is not useful to you, that's one thing.  But it's inaccurate and irresponsible to advise other people to "not trust" the tool based on your single installation experience.

[fearlessuser]

Whoa there, lets calm down here.

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fearlessuser wrote:

And I never said I didn't trust it at all, just not 100%. Is everyone sure there are 0 bugs in the software? If I were to take it as gospel, i would lose internet speed and a few HD channels at a time based on its recommended profile. Helpful, yes. 100% accurate and 0% chance of error, no.

---

I feel like I'm repeating myself. Great as a guideline. I dont even trust the companies tools 100%. I used to work for "one of the other guys", tests would always show that everything is working a-ok when you can hear people's TV issues over the phone. Where did I say it was a piece of garbage and should never be used? And because no one said they had issues with it resetting their computer, that means it never happened? Suddenly that means i have it out for the people that made the tool? How does that work?

Nothing ever works 100% of the time, and pointing that out doesn't mean that I don't like the service. Google is only up 99.99% of the time. Doesnt mean i hate google. I'm using chrome right now, use many google services, on my 3rd (soon to be 4th) android phone. Just because someone found a bug that no one bothered or cared to report doesnt mean they think it's trash, it just doesnt work for me. I'm still entitled to my own opinion on here, right? And it was my own opinion, I wasnt trying to force it on anyone. To think that the tool works 100% of the time isn't the greatest line of thinking either. But if you think me pointing that out makes me against the people that made the tool, that's a stretch. Really want to know the thought process in that comment there.

And i never told him not to trust it. I said i dont trust it too much, then went on to use other information from the screens to give direction where to go from there. Nothing more, nothing less. Nothing else was meant by that comment. Wasnt making a big deal about it either, just noticed a discrepancy in my use of the tool. That's it. Please find where i turned people off from using the tool or just let it go. This has nothing to do with the issue they're having.

Let's clear this up once and for all: I DONT THINK THE TOOL IS GARBAGE. I HAD AN ISSUE THAT I WANTED TO POINT OUT TO SOMEONE. THAT DOESNT MEAN EVERYONE WILL HAVE THE SAME ISSUE. I CAN FIND THE INFORMATION THAT I WOULD FIND USEFUL WITHOUT THE TOOL. ANYONE THAT WANTS TO USE IT, FEEL FREE. I'M NOT TRYING TO STOP ANYONE FROM USING THIS TOOL, SORRY IF YOU TOOK ANY OF MY POSTS AS EVER SAYING NOT TO USE IT, BUT I NEVER ACTUALLY SAID "DONT USE IT". I DONT HATE THE DEVELOPERS OF THE TOOL. I'M SURE THEY'RE GREAT PEOPLE, ITS COOL THAT YOU MADE A TOOL LIKE THIS, I WOULD LIKE TO GET INTO PROGRAMMING TO FIGURE OUT HOW YOU DID IT.

Happy with that?

[prof153]

On a more positive note, Alex did send me a PM asking for my billing and contact information. He said that he can look this over remotely and see how the lines are performing, then determine next steps. I appreciate this forum (and the software) and hope that we can get it resolved, because the pixelation and stuttering/halting is pretty constant and really distracting.
Thanks
Ian

[fearlessuser]

LOL, guess we had that coming

Hopefully this time they can get it all straightened out, and soon you get the uninterrupted service we get too