12-20-2012 09:55:36 AM - edited 12-20-2012 09:59:27 AM
Sorry for the some of these questions but I've had a landline for 30+ years and I'm unfamiliar with Voice. Also I want to make sure all of the phone jacks (7) work since have them all over the house. Today's my activation date, received my equipment yesterday, but I'm not supposed to do the install until after 8pm. Guess I'll be disconnecting the phone jack in the NID in the dark w/blizzard type conditions. But no problem since I'm familiar with it.
When the prem tech did my original install 4 years ago they couldn't get Voice connected so hope I'm able to. But they did wire it in for the future. The CS phone rep said it's a lot easier to install Voice now but he didn't know diddly about installs.
Right now I have a wall plate behind the TV by the RG (3800) with 3 ports in it and it's wired to the NID. The bottom port is the data cable going to the RG. Then there's a middle phone jack w/a green phone cable attached to "Phone" on the 3rd port from the top on the RG. Finally there's a green phone cable going from the top phone port on the wall plate jack to "Phones 1 & 2" on the RG.
Should I assume when I disconnect the phone line in the NID one of the phone jacks in the wall plate will go dead? With 2 phone cables already connected to the RG is it still necessary to connect a phone cable going from the nearest phone jack to "Phones 1 & 2" on the RG? And that means I should disconnect the phone cable from the wall plate to "Phones 1 & 2" so what's that going to do? My nearest phone jack is 25' away but I'm half way there with an unused phone cable behind my computer which used to be for DSL. I may have my HP fax machine plugged into this phone line. And once you connect to an active phone jack is Voice supposed to backfeed through the rest of the house to activate the other phone wall jacks?
My landland is crystal clear and I hope Voice isn't noisy with an echo effect I've heard some complain about. Will some type of line filters help with this? In fact I may still have some old filters on my lines from when I used to have DSL and not sure if these should still be in the lines/jacks with Voice or not?
Will I also have to connect a phone line to my computer to use the Voice features like CID on TV or will my existing data cable for HSI work?
The main reason I'm going with Voice is cost and will save about $17/month. But I don't want to call a tech in and pay $99 for a truck roll charge. This may be a bad time of year to have Voice installed because I sure don't want to go through the holidays w/o any phone service.
I'm not sure if I still need to cancel my AT&T landline service once Voice is activated or will they do this automatically? I know in the past where you had to call in to cancel a landline or you would receive charges for both phone services. But maybe this has changed?
Any input will be greatly appreciated. Thanks!
12-20-2012 10:52:33 AM
The 8:00 start time seems to be to give att all day to do physical work. It may or may not apply to each case.
In your case you know that dial tone now comes from the NID jack & will change to the phone line 1(of 1& 2). So you can test for dial tone with a phone.
Seems like you were left with extra jumpers on your RG. With POTS you have no need for the Green cable on phone 1&2. But, you will need it with U-verse voice to connect to those other seven jacks. Hopefully the jack it is plugged in to is connected to all the others.
You should not need the other green cable connection - that would be used to connect to the NID. But, you say that connection is cat5/RJ-45.
If you have dial tone on one of the jacks - yes it wil go away when you disconnect the NID jack. But, it is a good sign that the rest of the house is connected. Use that jack to feed the rest of the house from the RG.
You do not have to connect the computer to a tel jack for the U-verse features. Computer acces is via your browser.
As far as cancel - belt & suspenders - call to be sure. Since they are different bills & you pay for next month, the final POTS bill should be a credit & the first U-verse bill is prorated for the partial month( install to bill date) & a full future month.
Post if you have more. Hoping it goes smoothly for you.
12-20-2012 12:48:36 PM
Thanks aviewer, appreciate the help.
*So I unplugged the top wall plate phone jack and immediately lost signal to the TV with the no-signal prompt coming up on the screen. This I don't understand since the TV signal should be carried through the Cat5e on the bottom wall plate port to the RG. Plugged a hard-wired phone into the top wall plate port and no dial tone. Also no dial tone when I plugged the phone into the middle phone jack of the wall plate. Only place I could get a dial tone was when I unplugged the "Phone 1&2" wire from the RG port and plugged the phone directly into this port. This was all done with POTS still connected in the NID. So maybe I will have to connect a phone line from a phone wall jack to the RG "Phone 1 & 2" port after all.
*Disregard since I unplugged the phone jack in the NID, connected a wall jack to the "Phone 1&2" port on the RG, activated Voice, and now have a phone signal to all my house phone jacks/cordless phones. It's not quite as clear as my POTS line and need to clean my phone cables up some. Also it seems like the further away from the RG a phone is the less volume. Nice I can still use the same voice mailbox I already set up with POTS because thought I might have to set up a new one.
I was probably making this into a bigger deal than it actually is. But the fact the original prem techs couldn't set up Voice and the extra phone cables in the wall plate caused some confusion. Guess I still don't understand why disconnecting the top phone jack from the wallplate would cause the loss of TV signal but it does have a "data cable" tag on the green line. Thanks again Aviewer.
12-20-2012 01:07:51 PM
Sounds like the U-vers signal from the NID is coming over a tel wire. To the top wall jack.
Did you try pulling the bottom one to see what happens?
Since you find dial tone on the middle jack - yes that is where the 1&2 goes to feed the rest of the house.
Sounds like it you got it working. Just figure out if the feed is the top or the bottom by pulling them one at a time.
Did you disconnect at the NID" Might help with your volume problem - It's a big bridged tap.
12-20-2012 04:21:12 PM
12-20-2012 10:16:09 PM
Well I went to disconnect the bottom wall jack cable and found it's a white RG6 coax cable rather than the Cat5e I thought it was. It comes out of the "Cable Line" output on the RG and connects to the coax splitter on the outside of the house through the wall plate jack. From the splitter the RG6 cables feed through the wall to the basement which goes to the other downstairs rooms. All my feeds are coax except for the one in the living room where the RG/TV is and it's a Cat5e connection.
So that means my 3 STB's, 1 DVR, 4 HDTV's, Max12 internet and Voice phone are all being fed to the RG "Phone line" port by those 4 tiny little wires in the top phone jack cable connected to the wall plate. I've always seemed to have intermittent problems with my HDTV signal and just don't understand how this sole connection to the "Phone Line" port is even possible to carry everything? But I guess it is and is this the typical install?
On the NID there is only 1 Cat5e cable which leads out of it and goes through the outside house wall into the back of the UV junction box/wall plate where the 3 ports are inside. I don't know how this Cat5e is split out in the junction box but I would assume pairs to the top phone jack and others to the middle one.
So Aviewer, what do you mean about having a big bridge tap in the NID because I mentioned I disconnected the POTS phone jack in it already? Thanks for the input.
BTW, I spoke on the phone for a while tonight with Voice activated and can hear myself talk sometimes with a slight delay. I would venture to say this is the echo effect I have heard about and it's somewhat obnoxious.
12-21-2012 05:29:28 AM
Seems like the first choice for connection NID to RG would be cat5/RJ-45. Second choice is COAX. Third choice is existing tel wire - cat3. The red/green, black/yellow is not acceptable.
Since you had COAX available on the install I would think that would have been used as follows - NID to diplexer(1) RG to diolexer (2) Splitter to diplexer (3)
I guess they left the splitter outside because the leg cables are outside. Is it a U-verse splitter & the cable ends are compression fittings?
Could the top jack be cat5 terminated on RJ-11 instead of RJ-45?
Do you have a TV at the RG location? That TV should have the DVR connected with a cat5 patch cord.
12-21-2012 08:00:27 AM
Aviewer, sounds like you know what you're talking about on installs, thanks.
About 5 months ago they installed a new/replacement RG which is a 3800 HGV-B and the only one available here. I removed the top connector from the wallplate jack and plugged it into the back of our old princess phone so would assume it's RJ11 connector. Same goes true for the "Phone Line" connector/port on the RG being RJ11 and don't think a RJ45 would fit because it's too big. I also don't see any coax input on this model of RG and only a "Cable Line" output port which goes out to the coax splitter. The current green wire going to the top wall plate jack to the "Phone line" RG port has a tag which says "data cable, 6000-000068-004". Did a search, couldn't find it, but believe it must be a cat3 phone line/patch cord.
So are you saying my current install is not acceptable? I don't see how they could install it any different with the current wall plate jacks and the inputs on the existing RG. I should mention there's about 1/4" inch of the red/green black/yellow wires showing where the cat3 wire goes into the back of the connector where it's plugged into the "Phone Line" port of the RG. But don't think this cat3 phone wire is twisted like Cat5e is where the twists clear up to the connector are critical.
Out DVR is in the bedroom and connected w/a long coax cable through the splitter to the RG. Living room setup is wallplate/jacks, RG, STB and HDTV in one corner. My 60" sony HDTV is connected to the STB with a cat5e patch cord in this location.
Yeah, the used all the older Directv coax on the outside of the house and in the basement for the install. All my cables are at least up to spec w/crimped connectors.
I'm not so sure the volume is that bad on the far phone. I need to test it more and make sure volume is turned all the way up on the phone itself.
Thanks for your help and I'll be back online later tonight.
12-21-2012 08:48:46 AM
When talking about the wiring, I am talking about the long wires in the wall. It does sound like you are being fed with the red/green/black/yellow - providing the worst specs. While the coax sits there being used one way when it could be used two way.
Maybe it is your turn to send a message to customer care asking it be checked out & brought up to specs.
All of this is tradeoffs based on what is there and the skill of the tech. Same for the DVR placement.
There are two aspects to DVR placement -
For best operation you want it close to the RG connected cat5. Will it work on a COAX leg? Yes, your's does. Or, do you have any problems/failures with recordings?
The other aspect is to put the DVR on the least used TV. This is because the DVR can only do three HD. So, if you are recording three HD you can only watch SD on that TV.
The RG is not usually at the least used TV.. So, you have to decide which is most important.
12-22-2012 07:54:15 PM
Aviewer, on the outside of the house the NID is connected where the underground phone line comes up with the coax splitter only about 5' away. The cat5e cable comes out of the NID and goes through the outside wall to the wall plate/jacks only 4' above this. The RG6 coax cables go from the splitter through the outside wall to the basement. From there they're installed along the open ceiling floor joists and come up in the kitchen, along w/the bedroom, through a drilled hole in the hardwood floors in the corner of the rooms. There aren't any coax jacks, or coax cables fished up/down through the walls, and the coax cables are connected directly to the STB and DVR.
So I called CS today to make sure my AT&T landline service was canceled. It was automatically canceled on the same day Voice was installed (12/20). The real good rep (Phil) also said I shouldn't pay this months bill by the due date since it covers the 1st week of Jan. He made note of this in my account and said to pay the final landline bill next month. He didn't want to offer his ID # when asked but gave me his unit number and location. The main drawback with my customer service call is I was cut off after waiting on hold for 20 min. Then waited another 20 minutes on the 2nd call before I finally talked to a CS rep.
I asked to be transferred to TS and spoke w/rep Rudra. He said he could hear a little noise on the line from the house to the VRAD and may be the same noise I'm hearing w/Voice. He was willing to send a tech out but I told him to wait until the week after Christmas. He also said I should re-install the DSL filters I had on my phone lines before and it will help filter out noise w/Voice.
I also explained my connection of a cat3 phone cable from the wall plate jack to the RG and he said this is the typical installation. He knew of no other way to install it any better to improve specs. But he's going to send me a new RG with more updated software loaded at no charge. Maybe this will help with the far phone line volume or maybe not. I'll just take the other RG to a UPS store and ship it back for free. I couldn't pin him down to whether the replacement RG was new or rebuilt and I'm going to try it out before shipping anything back. I have a 21 day time period before it needs shipped back.
Also mentioned I have a couple slow responding remotes w/new batteries. He's going to send me a couple new ones at no charge.
While I had him on the line I asked if he has heard of anything being released to improve the access to closed captioning? He has seen nothing of the improvement/easier CC access which I was told would be released before the end of 2012. I also asked if he had heard of a new remote being released to improve CC access and he said he thought they would use the existing remotes. Not sure which of us is being kept in the loop or not. Probably neither.
But I was appreciative of the help from the CS/TS phone reps today and they did provide very good service.
12-23-2012 04:49:26 AM
When I swapped the 3800 RG for the new 3801 in the evening, the new one worked worse than the old one. I figured I would address it in the morning. In the morning it was perfect & has been ever since, So, if you have trouble at first, don't panic, give it some time.
When you return at UPS make sure you save the paperwork proving that you returned it. I had no problem - even been assured on the phone that the return was received. But, the paperwork is still in the receipt drawer.