U-Verse Modem Keeps Randomly Dropping the Connection

[dt0r]

anyone car to take a look at my screenshots?

I seem to lose connection and then it will randomly come back...  Internet only, never TV.

[RCSMG ACE - Master]

Try unplugging the ac cable from the RG for 30 seconds and then reconnect it.  Let us know if you still lose the connection.

[texasguy37 ACE - Champion]

Is this issue with a wired or wireless internet connection?  Are you having the same issue both wired and wireless?

[dt0r]

I've had uverse for about 6 months now and the problem has been intermitent the entire time for wired or wireless clients.  I have unplugged, reset and waited 100x...

[texasguy37 ACE - Champion]

If you have not previously contact Technical Support about this issue, call them at the number shown in my signature.

[SomeJoe7777 ACE - Geek]

dt0r,

It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

Your bridge tap is specifically affecting the upstream data transfer.  Your upstream data rate is supposed to be around 5 Mbps, but the bridge tap has forced yours down to 3.8 Mbps (and is causing line errors).  This is what's affecting your Internet transfers.  You're close enough to the VRAD that the downstream direction isn't severely affected, so that's why TV services aren't showing a problem.

[dt0r]

Just a question about this line in your post... "It is usually left over from a previous customer that used your pair."  The home was built in 1990 and my family has lived in it since then.  We had ATT for Phone and a local cable company for tv and internet.  When I got uverse the removed the connection from the cable company  and setup went from there.  With that extra info is it likely I have a bridge tap?  

Also, I recently got a wireless tv receiver and the connection to that keeps getting dropped randomly with a no DNS type message.  I'll write it down specifically next time.  I've spoken with tech support in the past and they have sent people out to look at the lines but never another technician to come into the home...

[MimiPOd]

Believe me it's not going to get any better.

I have been experiencing continuing freezing on my TVs (4). It goes on for 5 to 10 mins and then it goes to "television signal" lost. One TV won't work at all. I've been dealing with this for over 2 months now and have had 5 or more techs out to my home to look at it. They come in, fix it, and the next day or in a couple of days - same thing. I've had to spend so much time on the phone with ATT on this issue as you must know how difficult it is to get through to someone. Every rep that comes on give me the same script about apologizing for my inconvenience and would like to help me resolve it. By this time, I can be a rep because I know the script by heart. Then they all insist on running through the tests they do from where they are which requires me to run around the house and reboot all the TVs. Never works but they all insist. I've also had techs come out to my home, spend 5 mins looking at this problem and then tell me that he will have to charge me for the work. The reps have outrightly lied to me about techs working on "outside" lines and that's why I don't see them when nothing was actually done and then when I call again, the next rep tells me, sorry, it's too late tonight, but the ticket was never distributed. Just today, a tech was supposed to come out and I gave the phone number of my husband's cell as he was going to be home and I knew I wasn't. The tech called my number and since I didn't pick up, he didn't come out. But in his notes he wrote that he called both my and my husband's phone and there was no answer. He also noted that he came by our house 3 times. Obvious lies as my husband cell phone shows no calls coming in from the tech and our front door was opened all day.Now I've been told that they are booked up for the rest of the day and they can't get anyone out. Same situation, different day. I can't cancel my service today because that dept is "closed". 

I am posting all this because I am not going to make anymore payments to my verse account until this is resolved or they cancel my service since I have to work and don't have time to deal with this. The cancellation dept is only opened during typical working hours. 

I suggest to everyone - CANCEL!!! Go to DirectTV, Dish, or your local cable company. ATT was great in the beginning but the last two years has been a nightmare!!!

[MimiPOd]

So agree!! I'm not the phone right now trying to get through to CANCEL my service! It's been 13 mins and no pick up. My TVs have been freezing and then it goes to signal lost. Out of four boxes in the house, only one is actively working. Techs come and they go. One came in, spent 5 mins, looked at nothing and told me I would have to agree to be charged before he could do any work. He left when I said no. Of course, since I work I only have time to call from home regarding this problem at nights and on weekends. Therefore, when I get totally fed up and just want to cancel, they tell me the cancellation dept is closed.

I am now sitting on the phone and determined to get through this morning to CANCEL. 18 mins and counting.....

[MimiPOd]

No, I've had the same problems for going on 2 months now and am on the phone trying to CANCEL my service. Have been waiting 20 mins and counting....

[texasguy37 ACE - Champion]

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MimiPOd wrote:

No, I've had the same problems for going on 2 months now and am on the phone trying to CANCEL my service. Have been waiting 20 mins and counting....

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If you are on the forum seeking help, contact David who is an AT&T employee in Tier 2 Technical Support.  He and his group have been successful resolving customer issues that remain unresolved after contacting Tier 1 Technical Support.

[SomeJoe7777 ACE - Geek]

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dt0r wrote:

Just a question about this line in your post... "It is usually left over from a previous customer that used your pair."  The home was built in 1990 and my family has lived in it since then.  We had ATT for Phone and a local cable company for tv and internet.  When I got uverse the removed the connection from the cable company  and setup went from there.  With that extra info is it likely I have a bridge tap?  

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Yes, you have a bridge tap.  It is plainly shown on the bitloading graph.  Any rewiring of the phone wires in your home or within your neighborhood could be the cause, no matter how long you've lived there.

[Birdyz]

Hey guys. I have been having the same problem too.

I've been having this problem since 2 months after I signed up for U-Verse Max (Signed up in july i believe). My internet would drop my connection randomly after 7pm for about 2minutes to as long as 30 minutes before it reconnects itself. I do unplug my modem+wireless router and wait 30seconds each before plugging them back in but it remains disconnected.

Last sunday my internet dropped since 6pm and remained like that the rest of the night.

I'm getting really irritated at these random drops and I called U-Verse support but they said nothing is showing on their side and it could be the wireless router. (Att sent me a Cisco Linksys E1000+ a motorola modem. Don't know why I just didn't get a modem with wireless access) I confirmed it wasn't the wireless router when I plugged the modem directly into the desktop when these disconnections occur and still unable to receieve a connection.

[dt0r]

Well the att tech just left and said there was a bridge tap.  He removed about 100 ft of wire from the main pole to my side of the street, which then goes underground to my house.  Here are the new screenshots, definately looks different.  Only time will tell if this fixed the problem.  Thanks for your help.

[SomeJoe7777 ACE - Geek]

Well, he definitely removed the main bridge tap, but it appears to me that there is another one on the line.

See how your system reacts ... if there are no problems, then call it fixed, but if you continue to have issues, please post back.

[dj007]

I have exactly same issue with the U-VERSE connection. I just upgraded from ADSL as it was too slow for me, hoping that I would get faster speed as they said U-VERSE is fiber optic connection. BUT what I got is connection dropping issue. Several UVERSE repair guy came in and check but still I have same problem they changed couple of wires/cables. And checked on different pole. But not yet tried replacing the modem/router. I WONDER THIS IS WHAT U-VERSE CONNECTION IS OR ONLY FEW PEOPLE HAS THIS KIND OF PROBLEM??

[alexh2010]

So glad I found this thread.  I get all the same problems as described here, frequent total drops of wireless internet connection requiring either a hard reboot of the wireless gateway/router, or waiting for an unknown amount of time for network to reset.  It is driving my whole family crazy and guess who gets the blame!  The problems started about a week or so after a fresh uverse install (in which they had to redo the outside lines back to the switch box on the pole or whatever you call it) and they've been getting slowly more frequent since.

I will download the analysis tool linked above and run it tonight.

Thanks all!

[cnewcomputers]

My uverse keeps dropping intermitttently and have had several techs out to fix. Latest tech says there are terminals on line that are open and full of ice and water but I am skeptical that it will still not be fixed after that. I am posting my screen shots:

[cnewcomputers]

[cnewcomputers]

[SomeJoe7777 ACE - Geek]

Your screen shots did not show up. Post them again, use the icon in the toolbar that looks like a tree. It will allow you to select the saved screenshot pictures from your computer.

[spd2demun ACE - Master]

Odd, the images came through in my email subscription.  I've seen it happen before, but no idea why.

[spd2demun ACE - Master]

@cnewcomputers--

I see images in 3 separate emails, so I'll just copy and post them here so SomeJoe can take a look.

[SomeJoe7777 ACE - Geek]

cnewcomputers,

It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

[cnewcomputers]

Yeah, a tech said there was a bridge tap and removed it, problem persists. Waiting for line tech to check the terminals on the pole that are full of ice and water according to last tech that was out. 

[cnewcomputers]

those screen shots are after the bridge tap was removed

[cnewcomputers]

thank you!

[cnewcomputers]

Also, I forgot to mention that I have a p.o.t.s. line that runs through the same pair that I can hear high pitch noise through when the gateway is about to lose sync, and I have a lot of cross talk on my secondary pots line.

[Allen81]

Been having the same issue since Uverse was installed 1-26 3 techs have been out. The original installer swapped the router worked for a while then started losing connection again. 2nd tech out a dual wall outlet spliced wires and the 3rd tech ran direct cat 5 to the dual wall outlet and wired it directly. 3 line men have been out. One the day after the install to check a wiring issue on the pole. I believe he did pair bonding. The 2nd linemen found some wiring he didn't like at the vrad fixed the problem for 2 days then the issue started happening again. The 3rd line men was out on 2-6-11 he saw a wiring problem from the vrad to are street. Problem was fixed then it started having problems on Fri 2-10-11. I called and talked to tech support on 2-10-11 and was told they were going to transfer me to tier 2 tech support who could further help me. at which time the internet started working again. But the tech support guy saw there were issues. So he said he would have to send another tech out to fix the problem he said it would be a supervisor. The following is info from Fri night

9:41 PM internet went out came back on 9:42 PM

9:43 PM TV froze and then the tv said lost signal checked phone and was dead must have rebooted on it's own?

10:51 PM internet went out 10:57 PM back up

When I woke up on Saturday the internet wasn't working. I looked at my email tab and it appeared that the last email I got was at 2:31 AM. I went down stairs to looks at the router and the NID, Broadband and service lights were out. So it appears the internet has been out since 2:31 AM now knowing there was a tech coming to the house today I never rebooted the inid that way he could see there was a issue. The technician finally got to are house at about 5:30 or 6:00 and said there isn't any issue with the installation and the other techs did everything inside to isolate other issues so he said the INID was bad he replaced it and said that fixed the problem. I asked him and if the problem happens again then what he said then a port swap will have to be done at the vrad. Has anyone else that is having these problem ever had there INID replaced and that fixed the problem? I am just curious.

[Allen81]

Is the only way to post screen shots by having then hosted at a site like photobucket etc? I don't see any button to click to upload images.