Frequent Loss of Signal occurring

[zaph0n]

I've had U-Verse now for a couple years, and short of a couple times when someone yanked one of the wires off a punch down block in the complex I live in, I've not had a lot of problems.  However last Friday (2/8/2013) I started getting Frequent Loss of Signal occurring on the DSL link.

I called up AT&T, and scheduled an appointment.  They completely missed the first appointment (won't be getting that saturday back), but did manage to make it out this morning.  The tech replaced my RG (from a 3800 to a 3801), put an attenuator on my line (evidently 500 ft is to close for the new 3801 router she put on the line), and said everything looked great.  Of course 15 minutes after she left, it went down again.  So I called her directly, and she came back a few hours later.  She replaced the RG a second time (at the request of her manager), and sat here with me and actually saw the signal drop out occur.  She tried to call and schedule another tech to come out and investigate the line, but got push back on that, but her manager said he would schedule it.

I'm a bit confused, as between the drop outs, the line performs perfectly, but than it just drops out for anywhere from 30 seconds to 3 minutes.  I've been monitoring it, it's stayed up as long as 1.5 hours, and has been as short as 3 minutes.  I've been monitoring it with UV Realtime in hopes of gathering something useful, but all it tells me is that everything looks great except for the loss of signals.

I'm placing the data from UV Realtime, if someone has any ideas it would be most appreciated.  I've tried with/without the attenuator as well, since up until today I've never had it and everything worked okay (without it I'm at 500-600 feet).

Thanks in advance..

[SomeJoe7777 ACE - Geek]

Major line problem there. Your line profile is 32/5, but your upstream band is only handling about half of that.

The exponential decay pattern in the bitloading suggests a bridge tap or a crossed line back near the VRAD. You definitely need a line technician to come solve this.

[zaph0n]

Yeah, I'm hoping they do.  But as I said, the Tech that was there had called them, they looked at it and said there's nothing wrong.  So she had to get her manager involved.  Supposedly (I have no way of confirming), someone is supposed to come out within 48 hours and fix this.

Also, if I remove the attenuator, my upload jumps up to where it should be.

[jamileh]

Please let us know if the technician doesn't come when he's supposed to. I hope this gets straightened out!

[zaph0n]

I'm keeping my fingers crossed.  But I didn't get any kind of confirmation that anyone was going to come out at all.  I was just told that they would send a line tech out, he wouldn't need to come into my unit, and that he would fix it.  So I have zero idea if that's going to actually happen, and if it does, I won't even know if they did (short of my internet staying up for more than a few hours).  I've checked the site I checked for my original appointment, and it doesn't find anything.

[jamileh]

Totally understandable and I'm sorry that we didn't do a good job of keeping you informed. 

If after that 48 window, you're still having issues; will you please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you? Include any other info you think is relevant.  




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

[shamrock488]

Did they get it fixed for you? We have been trying to get ours fixed since 1/31 with no luck. If so what did they end up doing?