06-09-2013 04:36:49 PM - edited 06-09-2013 04:39:54 PM
I've been a Uverse customer for 5 years, my service was rock solid until I moved a few months ago. The family had complained about random freezes and lost connection messages while watching TV . I didn't give it much thought because I rarely watch TV, mostly stream netflix and amazon prime. The problem seems to have grown more noticeable. This is the No signal blue screen. I've noticed something interesting which may or may not be relevant.. If I do nothing when the picture starts to freeze, it will blue screen for about 45-60 seconds then the channel comes back. If I quickly switch channels when it starts to freeze, I won't lose the TV signal unless I switch back to the channel I was just watching.
Another problem that has also grown more pronounced is random short losses of internet, lasting 30 seconds to a minute, now have become so bad it required the gateway to be rebooted 3 times I original thought it was an issue with my wireless router which I have setup as a wireless access point. The Uverse gateway handles DHCP/routing. I ruled out my wireless router by disconnecting it, then switching the wireless on the gateway back on. Still had random losses of internet.
I have 5 TV's. The DVR is connected by CAt5, 2 TVs are connected with 200mb powerline adapters, the last 2 TVs are connected with wireless receivers. The loss of signal has happened on all the TVs regardless of their type of connection.
When we moved into the new house the tech ran a new cable from the main junction box in the yard to the house, then a new Cat5 cable from the box on the house to the gateway.
I manually restarted the gateway and DVR after reading it was a possible fix, didn't help. In the last week, I've has to reboot the gateway 3 times, Once to fix complete loss of TV and internet, 2 times to fix lose of internet while I still had a TV signal.
I'm looking for suggestions on the best way to address these problems.
Here are my realtime screenshots, I know the error table doesn't show much since I've had to reboot the gateway to get my internet back. I've checked it a few times over the last month,nothing was bad enough to turn red.
The bit loading graph looks weird so I ruled out possible electrical interference by shutting off the main breaker in the house. The gateway is on a battery backup from when I had Voice on my account. So the only thing electrical in my house when I took the screen shots was the Gateway and laptop, both on battery power.
I haven't contacted support yet, First I thought the original reboot would help, then I was hesitant to have a tech out because I thought they would automatically assume the powerline adapters were the problem. Now the problem has become to much to ignore.
Appreciate any suggestions.
06-09-2013 04:45:31 PM
Looks like alot of interference centered in the AC 60hz range still. Call TS now and have them check your line, hopefully they'll see problems and dispatch a tech. Good luck
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06-09-2013 05:16:16 PM
I would go ahead and contact AT&T Technical Support at 800-288-2020 as a first step on this. The pattern at the beginning of your bitloading graph (of alternating good and not-so-good frequencies) is not normal. Hopefully they can diagnose the problem with their professional tools and correct the underlying issue.
06-09-2013 07:19:57 PM
I've seen one other bitloading graph that had this feature, but in a different frequency range (it was up in download 2, around 6.5 MHz). The problem was a bad line card in the VRAD.
You will need to get technical support and the U-Verse engineers who can work on the VRAD involved.