U-Verse Modem Keeps Randomly Dropping the Connection

[spd2demun ACE - Master]

Look for a TREE icon when your posting window is open.  You can upload images from your computer that way.

[spd2demun ACE - Master]

No DSL filters plugged in anywhere?

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cnewcomputers wrote:
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.

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[Allen81]

The tree icon is what I clicked on. When I mouse over it says insert/ edit image. For some reason it never showed me the browse button till now. It just showed me a field for the image URL. Attached are the screen shots.

[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]

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]

Now the tech that was here saturday said the INID was bad and replacing it would fix the problem. The internet worked good for 17 hrs. Now Sunday 2-12-12 the internet went out again it appears the INID rebooted it's self has any one had that problem before? Please see attached screen shots. At the time of these screen shots it has only been up for 6 mins 22 seconds. If you look at the screen shots from last night it was up for longer thats how I know it rebooted.

[Allen81]

The internet just went out again and then came back on. You can see there are more errors again in this screen shot

Why in this screen shot is there 1 dsl link retrain. Why in this screen shot  are there cumulative seconds w/errors, cumulative secs w/ severe errors. Why did the corrected blocks go from 458 to 6038414 and uncorrected blocks were 0 and now they are 2085?

[spd2demun ACE - Master]

Have they tried lowering your profile (rate) to 19, instead of 25? 

[Allen81]

The profile is 19 never was 25 it was shown in the first 3 screen shots I posted when it was up for 5 hrs

[spd2demun ACE - Master]

I got that backwards...what about bumping you up to 25 from 19, just to see if it makes a difference?

[Allen81]

How can they do that and does it matter that we are about 4,100 feet from the vrad and what would that do?

[texasguy37 ACE - Champion]

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Allen81 wrote:

How can they do that and does it matter that we are about 4,100 feet from the vrad and what would that do?

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Since you are still having issues with your system, send a PM to Alex who is an AT&T Community Manager on this forum.

[Allen81]

Texasguy do the screen shots show anything bad? Also spd2demun asked if they changed the profile from 19 to 25 what would that do and does it matter we are about 4100 feet away? Does it cost money for them to change the profile for us?

[texasguy37 ACE - Champion]

Yes, your Error Table indicates that there are still issues with your system. No, changing a profile does not cost any money.

[Allen81]

Ok what screen shot are you looking at?? The one where it was up for 5hrs in that screen shot that was after the tech replaced the INID as he said it was bad.

[Allen81]

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Allen81 wrote:

The internet just went out again and then came back on. You can see there are more errors again in this screen shot

Why in this screen shot is there 1 dsl link retrain. Why in this screen shot  are there cumulative seconds w/errors, cumulative secs w/ severe errors. Why did the corrected blocks go from 458 to 6038414 and uncorrected blocks were 0 and now they are 2085?

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What would cause what is shown above?

[texasguy37 ACE - Champion]

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Allen81 wrote:

Ok what screen shot are you looking at?? The one where it was up for 5hrs in that screen shot that was after the tech replaced the INID as he said it was bad.

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"Error Table"

[Allen81]

I know your looking at the error table screen shot but what one the one from lastnight or from today?

[Allen81]

Also I asked the tech if the problem happened again what is the problem? He said they would then have to do a port swap at the vrad. So if I called tech support they could change the profile from 19 to 25? What exactly would that do? Would it effect the tv and phone or just the internet?

[Allen81]

Texasguy something else I just noticed since the INID was replaced yesterday we can no longer record on the TV downstairs. See any recorded shows. What would cause that problem?

[texasguy37 ACE - Champion]

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Allen81 wrote:

I know your looking at the error table screen shot but what one the one from lastnight or from today?

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The most recent one that you posted.

[texasguy37 ACE - Champion]

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Allen81 wrote:

Texasguy something else I just noticed since the INID was replaced yesterday we can no longer record on the TV downstairs. See any recorded shows. What would cause that problem?

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Try unplugging the U-verse box connected to that TV for about 30 seconds, and then plug it back in.

[texasguy37 ACE - Champion]

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Allen81 wrote:

Also I asked the tech if the problem happened again what is the problem? He said they would then have to do a port swap at the vrad. So if I called tech support they could change the profile from 19 to 25? What exactly would that do? Would it effect the tv and phone or just the internet?

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You can either call Technical Support back, and let them know that you are still having problems or PM Alex using the link in my earlier message.  They will decide the best course of action to diagnose and resolve your issue.

[Allen81]

I have already pmed alex.

When I go to recordings on the 2nd tv it says  The recording list is unavailable

Make sure this tv and receiver and the dvr receiver are connected to the network.

[Allen81]

Texasguy does the following error mean anything?

ERR

2012-02-12T11:58:49-05:00

rgc: node 0: set interface config failed: SYSTEMERROR: Connection reset by peer

[Allen81]

Internet just went out at 7:17 PM here is a screen shot of the error table

[mibrnsurg ACE - Geek]

Since you've not gotten any satisfaction from TS and this is a technical problem, I'd contact David and his tier2 team here:

http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Follow the directions under TROUBLES w/UVerse or install problems and hopefully they will solve your problem, let us know what happens. Good luck.

Chris

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Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[Allen81]

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mibrnsurg wrote:

Since you've not gotten any satisfaction from TS and this is a technical problem, I'd contact David and his tier2 team here:

http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Follow the directions under TROUBLES w/UVerse or install problems and hopefully they will solve your problem, let us know what happens. Good luck.

Chris

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Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

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Do you have any idea what would cause the INID to reboot on it's own? It was just replaced yesterday and it has rebooted on it's own 2 times so far today.

[mibrnsurg ACE - Geek]

It's either bad or the battery backup may be bad.  Interrutions/interference of Uverse VDSL signal going into the iNid.  If anything in the system is coax, a coax problem could be causing it.  This just about covers what would be causing it.

Chris

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Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

[Allen81]

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mibrnsurg wrote:

It's either bad or the battery backup may be bad.  Interrutions/interference of Uverse VDSL signal going into the iNid.  If anything in the system is coax, a coax problem could be causing it.  This just about covers what would be causing it.

Chris

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Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

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Here is the current screen shot since it has rebooted

[mibrnsurg ACE - Geek]

That is the VDSL signal being interferred with that caused all those errors.  TS can see those and even more errors from their end.  You not only had 1 reboot, there were 3 training errors causing a mini reboot each time.

Chris

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Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more