01-07-2013 09:56:21 AM
A few days ago I did a self-install of a 3801HGV shipped to me as an upgrade from my 3800HGV-B. The TV portion of the RG is working great but for some reason my Max12 internet speeds often slow down to a crawl. I've run a least 10 att.com speed tests and when the HSI is working fine download speeds are around 11.32 - 11.57 Mbps. But when running real slow the speeds become progressively worse and last night they ran 1.09, .47 & .42 within about 10 minutes. Needless to say I can't connect to anything running that slow and even FF will time out when trying to load. What's odd is when I do a hard reboot of the RG the high speeds come right back. But constantly rebooting the RG is getting old.
So I spent a couple hours on the phone last night with 2 TS reps. So the 1st rep, guy named Cindy, seemed like he knew what he was doing so I let him take shared remote control of my computer. At the time the internet speeds weren't all that slow but he deleted a couple programs on start up to make my computer run faster. No problem, watched him closely, and they weren't programs I'm using anyhow. But I didn't realize until off the phone he did something to my Sony Vaio control panel look while in "sysconfig>startup" where now there are 40 items listed on one page instead of being nicely organized in slots for internet, devices, settings, etc.. Ticked I can't get them back to the way they were before even in doing a system settings recovery. Real nice and sorry I even let him take remote control of my laptop.
Then the HSI speeds slowed down to a crawl again so called and spoke to the 2nd TS rep. He (Marcus) did a line test and said there might be problems. So set up an appointment for a tech visit today between 4-6pm. The 3801 is not available in my area, it took a long time to get one shipped to me, so I know he is going to try and replace it with a rebuilt 3800 which I'm not going to put up with. I still have my old 3800 and might see if he'll install it for now while he orders another new 3801 by phone.
I asked rep Marcus if there was someone there who could put my computer back to where it was before and he said I might need to contact ConnecTech. Told him there was no way I was going to pay a high fee for someone to fix my computer where the 1st rep messed up the control panel. I'll ask the prem tech to look at it when he shows up but have a feeling it will be out of his scope.
Sorry for the length and wondered if others have heard of these slow internet speeds with the 3801? I do have a Netgear router between the RG and my computer but don't think it's a problem. I also have Voice now with the BBU and wish I had a power cord for going straight to the AC outlet like I did before. But wouldn't think the BBU would have anything to do with slow internet speeds and know I will lose Voice during a power outage w/o it.
Thanks for any input!
01-07-2013 11:23:08 AM
When it's slow can you post some screen shots from UV Realtime? Also post some from when it's good for comparison?
"If you find this post helpful and it solved your issue please mark it as a solution. This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"
01-07-2013 11:45:27 AM
. But I didn't realize until off the phone he did something to my Sony Vaio control panel look while in "sysconfig>startup" where now there are 40 items listed on one page instead of being nicely organized in slots for internet, devices, settings, etc.. Ticked I can't get them back to the way they were before even in doing a system settings recovery. Real nice and sorry I even let him take remote control of my laptop.
Do you mean this:
instead of this:
If so, Change the "View by:" setting. This is all I could visualize from your description.
01-07-2013 11:49:49 AM
Thanks BeeBee and here's some UVRT shots. There's not much data since last reboot of RG. Can only take them when running normal speeds since can't even seem to load FF when running <1 mbps.
01-07-2013 11:59:35 AM
Uniblurb3 wrote:. But I didn't realize until off the phone he did something to my Sony Vaio control panel look while in "sysconfig>startup" where now there are 40 items listed on one page instead of being nicely organized in slots for internet, devices, settings, etc.. Ticked I can't get them back to the way they were before even in doing a system settings recovery. Real nice and sorry I even let him take remote control of my laptop.
Do you mean this:
instead of this:
If so, Change the "View by:" setting. This is all I could visualize from your description.
Excellent JefferMC and thank you! I was just clicking on the "View by" down arrow with my only choices being either small or large icons. Clicked on the whole words/left side "Small icons", changed the view to "Category", and now it's back to where it was before like in your 1st shot. Great!
01-08-2013 09:14:46 AM
Well the prem tech visit was a complete bust. He couldn't get his truck up my icy drive and his manager wouldn't let him get in my Jeep if I went down to pick him along with his tools/equipment up.
But I did talk to him on his cell phone for a while about my slow internet speed problems. I've never heard this but he said the 3801 will start accumulating line errors until there's so many it will slow down my internet speeds along with causing pixelating picture problems. This may explain why when I do a reboot of the RG my internet speeds come back up because the errors are cleared.
He also said he's showing a bad coax connection to one of the boxes and gave me the mac address. Turns out to be my DVR and he said he will upgrade the DVR to a 2250 at no charge. He's also going to replace my splitter on the outside of the house and I set up another appointment for tomorrow afternoon. Just hope the ice is melted off my drive by then.
The PT's are also carrying the 3801 RG's on their trucks here now which they weren't on the last tech visit 6 months ago. He laughed when I asked him if the 2250 DVR's and 3801 RG's are new. He said one of the main remanufacturing companies for U-verse is right on the PA/OH border and every piece of equipment he has on his truck is rebuilt. Just great, and he said his manager complains about the faulty equipment they have all the time.
Odd that my internet speeds have been OK for the past couple days. Makes me wonder if the splitter on the outside of the house may have had moisture in it from being covered by snow/ice and the sun has melted it off?
We'll see what happens on the tech visit and he said my noise level stat should be closer to 9 instead of 17. Curious is others can see anything out of the ordinary on the UVRT stats I posted? Thanks.
01-08-2013 06:58:18 PM
Sorry about the problems Uni.
From your description...unless I missed it....I could not discern if the PC you are experiencing the severe slow downs on is connected via Ethernet or wirelessly.
If it is a wireless connection.....are you on the 2.4 gHz band or 5 gHz? Also....is your NetGear router a dual band version? If you are currently using the lower freq. band you might try the higher one and see what happens.
As you probably remember...we were experiencing super severe slow downs here at our residence some months ago when using wireless connection. When we went to 6 gHz via a dual band NetGear router our slow downs disappeared. By-the-way we are also using a 3801 RG.
The inSSIDer program revealed about 12 to 18 other wireless networks in our neighborhood....all on 2.4 gHz. Now...we're the only home on 5 gHz and it cured that problem.
01-09-2013 10:39:38 PM
Thanks for the input Phil, appreciate it.
I use a wired ethernet connection on my laptop and have a "Netgear ProSafe 5 port Gigabit Switch, GS 105" which believe is dual band while operating at 5 gHz. Don't believe that's the problem and have also wondered how many people/kids are online around here because the internet does slow down some right after school is out while they're gaming.
The problem seems somehow related to the foot of snow we had here around the holidays when I was out in CA. But I also have a bad coax cable/connection going from the splitter to the bedroom. Kind of odd the DVR will work off of that line but won't record. Then moved an old Moto 1200 STB in the BR and it won't work at all. So moved the Cisco wireless 7005 STB into the bedroom from the basement, DVR into the living room which is my only Cat5e connection, and they seem to be working fine. Don't have any TV signal in the basement but it's so cold down there I don't hang around a whole lot.
I had asked the tech if he would run cat5e in the house and said he'd have to charge me for it. I should just break down and run it myself then have the tech come back and install the connectors. I'll ask him about that when he comes for the appointment Friday afternoon.
My internet speeds have been real good for the past few days w/o having to reboot the RG. Not sure if it's because the snow/ice melted off the splitter and it dried out or disconnecting the bad coax line caused errors to stop accumulating.
Thanks again for the input Phil.
01-10-2013 08:59:03 AM
Yeah....I was kinda afraid your problem was different than what we had. But I just thought I'd give it a shot. Your screen shots look better than ours....but so far we seem to get fairly dependable service. I reboot the 3801 RG about once per month....just on general principles. Re the extra charge for running line.... I remember back when U-verse was new and hot to sign up and keep new customers. Those techs would do almost anything for the customer without extra charges. But not no more.
01-12-2013 10:16:51 AM
Yeah Phil, I know the techs used to do a whole lot more for free and wish I could have talked them into installing cat5e on my original install 4+ years ago instead of using the existing coax.
Prem tech James came yesterday and seemed to do a real good job. He switched out the Moto 2225 DVR for the 2250 which has twice the hard drive space. Then he gutted the NID, installed the newest internal parts, and said the last PT who was here in July should have done this. He also installed new U-verse connectors on the coax lines with the old style and changed all the connectors going into the coax splitter. Also installed a new 2-port-out HPNA splitter for the old 3-port one.
Now here's something I forgot to do but wasn't the root of my problems. A couple months ago they shipped me the wireless Cisco 7005 STB, which I self-installed in the basement along with the WAP upstairs on the RG, I just left the open coax line in the basement since it was no longer needed. I forgot you can't leave any open coax line still attached to the splitter or it will draw-in noise/interference. Believe this should have been mentioned in the directions for installing the new wireless 7005 STB but I would have had to come up with a weather-tight cap for the open port on the splitter when disconnecting the cable.
So tech James did a bunch of tests and said everything was running real good. I ran a speed test and it was right around 11.5 Mbps for the Max12 HSI. I thanked him a bunch and he left.
Believe he should have also checked my Voice phone since I picked it up about 1/2 hour after he left and there was a bunch of noise on the line. Also every number I called I received a busy signal when I knew nobody was using the phone on the other end. Also when calling my home number from my cell phone it didn't ring and went to voice mail.
So I called Jame's cell phone and he said he should have left the green & red wire unattached in the NID since I have Voice phone. So I disconnected these 2 wires in the NID and my phone service worked for a split second then all of the services went down. So he came back in the dark and when checking the lime green & white wire which provides the service the green wire easily broke in half at the connector. He cut both the wires off and reinstalled them in the connector again. It must be nice to have connectors where there's no more striping of wires or crimping on connectors but personally I believe the old ones were better.
The tech also removed the wall plate behind my TV where the RG is and installed a new type connector on the backside for the phone/service jack. All checked out well and about that time my wife came home and started raising cain because the Y&R soap was recorded on the old DVR which was removed. Real nice, and James said I had told him to change the RG out and I'd lose all recorded programs.
All is well and my wife was able to catch the Y&R on the soap channel. Even though James had to come back to fix the service he did a real good/thorough job and I just mentioned that through an AT&T phone service survey on my tech visit. Believe a mistake I made was talking to James about U-verse services in general while he changed out everything in the NID. I should have just left him alone to do his work while becoming scarce for a while.
Glad everything is finally fixed and my UV services are working real good!
01-22-2013 12:48:21 PM - edited 01-22-2013 12:52:57 PM
While my problems with the new RG and lines seemed to be solved I'm still sorry I let rep Cindy ever take remove control of my computer. I always used the google search box in my Yahoo email toolbar for spell check, bringing up past sites, etc.. To make my computer run faster he disabled/completed deleted the google toolbar, or google "instant", and said I don't need it on start up. So now this feature no longer works and I really miss it.
In checking with google help it said the toolbar is no longer available anymore with firefox and I'd have to use IE or download Chrome. Believe I remember when google stopped making their toolbar available to FF users and all the complaints. But I never did have the google toolbar showing and believe it was just the google instant which still worked.
Can anybody recommend how to get this "instant" feature back in the google search box on my Yahoo email toolbar? I'd really appreciate appreciate any help. I'm also open to any FF add-on which may do the same thing if I can't get google instant back. Thanks!
Here's a link to the google "instant" feature.
I checked the box on "Always Show Results" on my search settings, regardless of how fast my computer is running, and it made no difference at all.