05-13-2013 08:45:50 PM - edited 05-14-2013 04:59:35 AM
My problem started 3 days ago. I am an internet only Uverse customer. I had a 3600HGV that started with a blinking red Broadband light, along with the outage. I had a several hour outage, which I informed ATT Uverse technical support. Their answer was that I needed to buy a new gateway. I placed an order for a new gateway, but then it sprung back to life so I cancelled that order. Immediately after this happened, I left my home and found that there was an ATT truck parked outside my neighbor's home. I suspected that they have something to do with my problem. (2 years ago another ATT worker crossed my home phone with that neighbor's. I was receiving her phone calls and she, mine.)
Fast forward to Yesterday. I had another outage. I called and made an appointment for a home service call. This morning the techs checked my line, said they fixed a splice and replaced a lightening protector and replaced my 3600HGV with a 3801HGV. They also cut and reconnected my in-house wire at the demarc box and replaced the jack and cord in the room where the gateway is located. The only thing they didn't replace was the power supply for the gateway. (Now I suspect that!)
I will mention that when I had been experiencing problems with the 3600HGV, I took the gateway outside to the demarc box and plugged it in directly and disconnected my in-house wiring. No broadband signal. Still red blinking light.
All this seemingly fixed my problem, for 20 minutes. Then the 3801HGV took a dive. It also lost connection with the red blinking broadband light. This time, I was able to power cycle it and it came back. That lasted about 8 hours when it lost connection again. Again I power cycled it and am now posting this. I cannot deal with this. My wife will not stand for this kind of service.
Any help is appreciated.
Here are some diagnostic screens from UV realtime after the latest power cycle:
Here's a snippet of the 3801HGV log when the connection failed:
cwmd: session completed successfully
lmd: dsl0: down (signal lost)
ulib: cfgcheck: node 1 [silverbird] fwopen cleared
vrsip: Broadband connection lost
voiced: Port 0: bband lost for 31 sec
voiced: Port 1: bband lost for 31 sec
httpd: OpenSSL error:14094412:lib(20):func(148):reason(1042)
05-14-2013 04:48:06 AM - edited 05-14-2013 04:51:27 AM
This morning I woke up and checked the gateway and sure enough, the red blinking broadband light was back. Here is what UV Realtime reported:
Can someone please help me? Tell me what is going on so ATT can fix this mess that they created?
05-14-2013 07:57:12 PM
This is an odd one. Your line actually looks decent in the first screenshot, then it practically goes away. This could be a bad line card in the VRAD or something else that's not in your home.
Since this is account specific I would recommend that you send a private message to the escalation team at ATT Customer Care and someone will get in touch with you. Their normal business hours are from 7am to 10pm Central Time. Please take into account weekends when contacting them.
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