RG issues

esteeze · ‎06-27-2006

I've had intermittant outages of all services (TV, voice, and internet) over the past week. The problems would usually be resolved by a reboot of the residential gateway (RG).

I've been using the UV Realtime v 1.9.1.0 over the past week, and I've noticed some "red" items on the IP/profile tab. See screenshots below. I'm wondering if I need to call to have my configuration changed, particularly given that the Line Capacity is over 80%.

Can you please give suggestions?

Thanks
.

gregzoll_1 · ‎06-23-2010

Need the screen shot of the Error Table. But yes you do have issues. Private Message Customer Care, or call Tech support at their 800#. I would have to say that most likely you may have a issue between you and the VRAD, and they can check it out.

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"Ren: Now listen, Cadet. I've got a job for you. See this button? Don't touch it! It's the History Eraser button, you fool!

Stimpy: So what'll happen?

Ren: That's just it. We don't know. Maybe something bad, maybe something good. I guess we'll never know, 'cause you're going to guard it. You won't touch it, will you?"
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esteeze · ‎06-27-2006

Thanks.

The error table seemed unremarkable. Actually, the UV Realtime utility seemed to hang when an issue happened with the RG; not sure if it was the Ethernet port on the RG to which my PC was connected or what. In any case, I've not been able to get much good error table data so far. Here's one showing data since the last reset this morning.

esteeze · ‎06-27-2006

RG seemed to hang up during the overnight hours. Got up this morning and had no TV, Internet, or phone services. Broadband and Service lights on the front of the RG were a steady green, but it's like the RG device device itself had just locked up. Was not pingable from connected LAN devices. UV Realtime seemed to be hung, too, so I couldn't get any error table data. Rebooted RG and everything was fine. Seems like it will be a daily reboot process until Customer Care can get involved.

gregzoll_1 · ‎06-23-2010

Tech Support is 24x7, so you can call them any time. There is a troubleshooting tool available at http://www.att.com/esupport/u-verse-support-tool/index.jsp which you can also use to file a ticket. You can also go to https://ufix.att.com if you wish to not download the ATT tool.

________________________________________________________________

"Ren: Now listen, Cadet. I've got a job for you. See this button? Don't touch it! It's the History Eraser button, you fool!

Stimpy: So what'll happen?

Ren: That's just it. We don't know. Maybe something bad, maybe something good. I guess we'll never know, 'cause you're going to guard it. You won't touch it, will you?"
________________________________________________________________

esteeze · ‎06-27-2006

Thank you for the info.

I called tech support: they are sending a replacement RG device. I suspect there may be work needed with the line as well, but we'll cross that bridge after the new RG is in place and working.

esteeze · ‎06-27-2006

New 3801HGV router arrived and is in place now. Initial signs are that it is working better; profile stats seemed improved.

unrtechie · ‎12-07-2011

You still have an issue. Based on the bits loading, looks like there might be a bridge tap on the line. Also, the upstream is below the max for the profile indicating that either the port is having an issue or the bridge tap is causing issues because its close to either end of the loop. If the issues don't clear up, you'll probably need a technician to come out and check the lines.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

esteeze · ‎06-27-2006

Is it the visual appearance of the wave in the bitloading diagram that suggests a bridge tap?

JefferMC · ‎11-16-2009

esteeze wrote:

Is it the visual appearance of the wave in the bitloading diagram that suggests a bridge tap?

Yes. Signal reflection caused by the bridge tap causes frequencies to be inhibited in patterns like that.

unrtechie · ‎12-07-2011

esteeze wrote:
Is it the visual appearance of the wave in the bitloading diagram that suggests a bridge tap?

Usually a tap is indicated if you have steep drops followed by steep gains. A bits loading graph that looks like a relatively level srt of stairs usually means the line is running at optimal levels. Also the low upload max is a big tipoff theres an issue whether it's the port or the line remains to be seen. You may want to follow up with customer care.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

esteeze · ‎06-27-2006

Had techs out today looking at the phone line. Some parts/cable was replaced at the telephone pole. Afterwards, a slight improvement in the bitloading and specs (about 2Mbps better rates, overall).

JefferMC · ‎11-16-2009

Your upstream graph now looks much better. Maybe you just have a strong source of interference at about 820 KHz. AM radio station nearby?

Your downstream rate is low for your distance, but quite adequate. Much of that may be caused by the null at 820 Khz. Now if your service is good, I'd say you're done.