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kenmurrell's profile

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Wednesday, November 26th, 2014 5:06 PM

Uverse TV issue

Let me start this by saying I am an IT Specialist by degree and job.

 

I have a major issue with my Uverse service.  About three weeks ago my internet service stopped working.  I had ATT tech come out and replace the router.  Then about 24 hours after he left one of my TVs stopped working and my internet service dropped.  I did some research and checked my DNS settings on my computers.  The dns was not correct.  The dns was 192.168.1.60 or something.  I then changed all of my computers to static IP address on my network and specified the dns as 192.168.1.254.  The internet started working but the one tv was still not working.  I did not have time to troubleshoot the issue until about a week later.  

 

When I had time to troubleshoot the issue I powered down the reciever and then powered it back on.  The reciever did not come back up.  I restarted the router with no luck.  I then called technical support and the person ran a few test.  After the first test all three of my TVs stopped working.  They sent out a technician who replaced the router again and replaced all of my uverse boxes.  He installed a new dvr and 2 wireless receivers.  It took him about between 4 and 5 hours with level 2 technical support to get the TV service back.  They reprovisioned my account.  Less than 24 hours all 3 of my TVs went down again.  I still had a link light and internet was still working.  I called again to have another technician sent out.  

 

He replaced the DVR and level 2 technical support reprovision my service again, to get my TV service back.  Less than 24 hours again two of my TVs stopped working.  I have another technician coming out this evening.

 

I have not restarted the two boxes that are having an issue because my DVR box is still working right now.  It seems once testing starts or restarts the entire service goes down. 

Community Support

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6.7K Messages

9 years ago

Hi @kenmurrell,

 

I am so sorry about the issues you are having with your service, but I will be glad to help. Do you have any 3rd party equipment connected to your U-verse gateway, such as a router? If so, the only thing I can think of is to make sure the DHCP pool is different than the one for your U-verse gateway (192.168.1.x).

 

Also, another possible issue may be a device that is causing an excessive amount of sessions. If you do see your services go down again, login to the U-verse gateway GUI at http://192.168.1.254. From there, depending on your gateway:

 

NVG: Select Firewall > NAT/Gaming.

2wire/Pace: Settings > Diagnostics > NAT.

 

check the amount of NAT sessions being used. If it is showing less than half the amount of sessions available, then there may be a device causing issues or even possibly a DDOS attack.

 

Hope this helps.

 

-David T

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