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Posted May 28, 2013
8:37:24 PM
Uverse Service Has Not Been Stable Since Install

Multiple Tech visits (in-home and outside), STB replaced. The problem is intermittant, so every time it is fixed - I just hold my breath and wait. And sometimes I wait a whole evening with service and then the next day can't get it to stay up to save my life.

 

The connection drops randomly, all the time. UV Realtime dosn't show any obvious problems, other than the seriously high errors on the error table.

 

What can cause this? How can it be fixed? Is there a tier-2 for technicians? Please help!

 

Stats-2013-05-28-22-26-06.pngErrorTable-2013-05-28-22-19-27.pngBitloading-2013-05-28-22-27-45.png

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May 29, 2013 4:40:05 PM
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ACE - Expert

Hi Lauren,

 

You have an unusual version of 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.

Most bridge taps cause nulls (periodic areas of 0 bits) in the bitloading graph, or can cause a sinusoidal-variation in the tops of the bitloading graph.  Yours is one of the unusual types that result in an exponential decay across the entire graph.  In addition to the shape, other indications are fewer-than-required bits in the upload 1 band (resulting in the modems resorting to using the upload 0 band at the very left edge of the graph), and a max rate that is lower than expected for your distance (should be around 50-51 Mbps, yours is 46-47 Mbps).

 

Bridge taps that result in exponential decay are usually located closer to the VRAD, whereas the other types of bridge taps are closer to the house/apartment.

 

Let the customer service team you contacted get back in touch with you, and one of the senior technicians will get a linesman to come find the tap.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Uverse Service Has Not Been Stable Since Install

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May 28, 2013 11:39:18 PM
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ACE - Expert

Contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Send them a private message and they should be able to give the help needed to solve your major problems. They are available M-F 7am-10pm CST. This is not the regular CS/TS people, but the social media people that know the people to contact to get things done.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck :smileywink:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse Service Has Not Been Stable Since Install

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May 29, 2013 12:01:47 PM
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I meant to post on here sorry, but we should not have to jump through hoops looking for trackers when ATT will just blow them off saying that program "UV Realtime" isn't reliable. They will toss it to the next person, all ATT is worried about right now is their "Huge money maker", Wireless LTE deployment, so I suggest xfinity even though I've been with uverse since 2008 & service was great till around 2010, I say to switch because you will continue to battle about your Internet or t.v with ATT, it will never be smooth like it once was many years ago, so see you never again U-Verse in about 1 month, then you can feed your excuses to these ppl. And I've been with them for 5 years now, guess what?, tech coming today..

Re: Uverse Service Has Not Been Stable Since Install

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May 29, 2013 12:26:42 PM
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ACE - Expert

kmap wrote:
I meant to post on here sorry, but we should not have to jump through hoops looking for trackers when ATT will just blow them off saying that program "UV Realtime" isn't reliable. They will toss it to the next person, all ATT is worried about right now is their "Huge money maker", Wireless LTE deployment, so I suggest xfinity even though I've been with uverse since 2008 & service was great till around 2010, I say to switch because you will continue to battle about your Internet or t.v with ATT, it will never be smooth like it once was many years ago, so see you never again U-Verse in about 1 month, then you can feed your excuses to these ppl. And I've been with them for 5 years now, guess what?, tech coming today..

Another one of your anti-Uverse rants.  I've had great service for 4 3/4 years. :smileyvery-happy:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse Service Has Not Been Stable Since Install

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May 29, 2013 2:34:59 PM
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Community Support

Hi LadyLauren,

 

We received your private message and one of our managers will be reaching out to you shortly.

 

Thanks!

 

Nicole K.

AT&T Customer Care

Need help with an account specific question?  Send us a Private Message.  We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Re: Uverse Service Has Not Been Stable Since Install

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May 29, 2013 4:40:05 PM
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ACE - Expert

Hi Lauren,

 

You have an unusual version of 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.

Most bridge taps cause nulls (periodic areas of 0 bits) in the bitloading graph, or can cause a sinusoidal-variation in the tops of the bitloading graph.  Yours is one of the unusual types that result in an exponential decay across the entire graph.  In addition to the shape, other indications are fewer-than-required bits in the upload 1 band (resulting in the modems resorting to using the upload 0 band at the very left edge of the graph), and a max rate that is lower than expected for your distance (should be around 50-51 Mbps, yours is 46-47 Mbps).

 

Bridge taps that result in exponential decay are usually located closer to the VRAD, whereas the other types of bridge taps are closer to the house/apartment.

 

Let the customer service team you contacted get back in touch with you, and one of the senior technicians will get a linesman to come find the tap.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse Service Has Not Been Stable Since Install

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May 29, 2013 5:16:07 PM
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Ryan - Pinging you again here to see SomeJoe ' s reply as referenced in my email to you. 

 

Joe - No words.  Seriously.  Thank you for the answer.  I've asked Ryan to set up an OSP tech visit.  Once that is complete,  I'll update you on the result. 

Re: Uverse Service Has Not Been Stable Since Install

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May 30, 2013 9:16:39 PM
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So, my ATT guy is saying "outside tech basically reterminated some of the wiring outside but found the biggest issue with the inside wiring."

 

I restarted my RG, same looking pattern:

Bitloading-2013-05-30-23-06-30.png

 

Are you wrong, SomeJoe7777? Because I feel like you are right, but how do I convince them??? 

 

Assuming (as so many times before) this "on prem tech" FIXES NOTHING, how do I get ATT to truly understand that this is an issue with the wire between the VRAD amd the MDU???

 

Or, is it that the fourth premises technician dispatched is MAGIC?

 

I DO NOT want to return to the nasty Time Warner Cable GUI (oh, the nightmare!) - but ATT does not seem to (1) understand the problem, (2) trust the person who DOES understand the problem.

 

You've been here forever - surely you have a string you can pull?

 

Thanks, Lauren

Re: Uverse Service Has Not Been Stable Since Install

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May 31, 2013 6:52:15 AM
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ACE - Expert

Hi Lauren,

 

Sorry you're still having trouble.

 

Get back with the Customer Care people (send another PM).  When talking with them and the prem tech (and/or line tech), focus on the symptoms that are making you consider leaving for Time-Warner.  Tell them explicitly that the connection is still intermittently dropping, what's been done so far, and that those remedies haven't worked.  Emphasize that the intermittent drop problem has to get fixed because the service isn't worth having if that continues.

 

I still believe it to be a line problem.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse Service Has Not Been Stable Since Install

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Jun 4, 2013 6:54:05 PM
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My service is stable. No errors, no retrains, just some corrected blocks here and there. The I&R guy fixed the problem, and the "inside wiring issues" he tried to blame the disconnects on were non-existant. (The premises tech ran a LOT of tests, one invasive, to verify no line issues remained - inside or out.)

 

I've asked AT&T to refund the month of service I didn't have. (I feel that not asking them for emotional damages around increased stress levels makes that more that fair - LOL!) If I get that, I plan to split it with myself and a UV Realtime donation.

 

Conclusion:

- SomeJoe777 was right about it being near VRAD, in that it was the port swap at the VRAD that fixed the issue.

- Oddly, my bitloading graph doesn't really look different, but like I said: no errors & no retrains since the I&R guy.

Re: Uverse Service Has Not Been Stable Since Install

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Jun 5, 2013 7:48:44 PM
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ACE - Expert

Very cool, glad you're fixed up.  And thank you in advance for any donation you're willing to give. :smileyhappy:

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse Service Has Not Been Stable Since Install

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Jul 23, 2013 6:57:32 PM
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I have had U-verse for a year and a half.  For the first year it worked great with no problems.  But for the last 6 months my service has sucked.  They have sent out serveral tech to try and solve the problem.  I have been told that it is in the line and that they fixed the problem then 2 days later it goes back to not working.  The tech's that have come inside the home get it working but say that they need to check the problem out with other tech's.  They have installed new hardware to try and resolve the issue.  Have sent a problem request to yahoo because I was told it what on that end.  I have had to get several credits for my service issue. Now today the same problem is back.   I was told today that they do not want to issue a credit for last month for non service through out the month.  Nor issue any credit for the remaining period of this month even though they are sending a tech again on Saturday.  I am getting feed up with the lack of service that I have recived and I will be checking for another service provider startin tomorrow.

 

Re: Uverse Service Has Not Been Stable Since Install

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Jul 24, 2013 10:17:22 AM
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ACE - Master

Please click this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three.

 

Please include your Billing Account Number and the best way and time to contact you in your PM to speed things along.  These guys will stick with you to get your problem resolved.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: Uverse Service Has Not Been Stable Since Install

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Oct 17, 2013 1:39:28 PM
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Contributor

I have had Uverse for almost two years now and my service is the worst! It has never worked right since day one it is always hit and miss! I am constantly resetting the router and the backup power supply (which is made by a company I have never even heard of and I work for a company that manufacturers them) and all the cable boxes on a daily basis. I am constantly without service and I am starting to get sick and tired of it! I have a technician at my house right now trying to fix the issues but I bet as soon as he leaves tomorrow I will not have service again! I am really wishing that I had never left insight for AT&T.

Re: Uverse Service Has Not Been Stable Since Install

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Oct 17, 2013 2:07:32 PM
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Community Support

Hi jdbjam0410,

 

I am so sorry for all the issues you are having with your service, and I would like to help with getting this issue fixed for you. I will be sending you a private message to gather more information, so keep an eye on the at the top right corner of your screen for a response.


-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: Uverse Service Has Not Been Stable Since Install

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