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MrsKryten's profile
MrsKryten
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Complete Onboarding
Helpful 1

Mentor

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34 Messages

Friday, February 13th, 2015 6:31 AM

NVG589 rebooting throughout the week?

Howdy, folks:

 

We've been having issues with our U-verse Internet, TV, and phone going down for about 5-15 minutes during the week over the past several months. I thought there was an issue with our service but have since read several posts about others having their NVG589 modem spontaneously reboot and am wondering if this is what is happening to us. The next time all three of our services go down, what should I check for to see if it is a reboot issue as opposed to a service outage issue?

 

Thanks!

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Official Solution

mibrnsurg

Expert

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20.4K Messages

8 years ago

@MrsKryten Could try taking out the backup battery on the 589 RG, then I'd do a hard reboot by unplug/plug in power after 30 seconds.  Then put the backup battery back in after it turns green.

 

This will fix many 589 RG problems, let us know if it worked, good luck. 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
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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Tutor

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3 Messages

8 years ago

i had a similar problem and turned ip6 off at the gateway.

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MrsKryten

Mentor

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34 Messages

8 years ago

Yeah, turning off IPv6 seems to have resolved the rebooting issue. I accepted a reply about that as a solution but it hasn't marked the thread as solved for some reason. I don't really know much about IPv6 and curious if it only impacts certain regions or if it's a universal thing at the moment.

Community Support

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6.7K Messages

8 years ago

Hi @MrsKryten 

 

Just checking up on your post. Did mibrnsurg's suggestion help you with the rebooting issue? Sometimes a line issue can cause the gateway to reboot randomly as well. Let us know if you are still experiencing constant reboots and we'll find another solution for you. Thanks! 🙂

 

- MorganCS
- ATTU-verseCare

MrsKryten

Mentor

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34 Messages

8 years ago


@mibrnsurg wrote:

@MrsKryten Could try taking out the backup battery on the 589 RG, then I'd do a hard reboot by unplug/plug in power after 30 seconds.  Then put the backup battery back in after it turns green.

 

This will fix many 589 RG problems, let us know if it worked, good luck. 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more


Thanks for the tip! I kept telling my husband that unplugging it wouldn't work because of the battery, but didn't think to pull it out and then unplug it. Duh! 🙂  I did what you suggested and will let you know if that works. It seems to reboot at least once a week now so if it can hold up for two weeks without going down, your suggestion probably did the trick.

MrsKryten

Mentor

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34 Messages

8 years ago

I've had to take out the battery and unplug the router three times since my original post in February. Doing that works for a while but only a few weeks until it reboots again. I'll try disabling IPv6 and see if that resolves things, or at least makes the fix last a little longer.

zeetoe25

Teacher

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30 Messages

8 years ago

Hi MrsKryten,

 

Sounds to me you have a defective NVG589.  I would suggest answering the reply from the Att employee Marc, and set up a service call.  You should not have to go through these gyrations to maintain your service.  If att can't fix it ... hopefully you have another supplier.  We have the options or att and time warner in our area.  I'm sure if you politely told someone at att to fix it or your change service, they might set a priority to help you out.  I would definetly answer the email from Marc.  Sounds like he would help solve your problem.

 

Dennis

zeetoe25

Teacher

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30 Messages

8 years ago

Hi MrsKryten,

 

I messed up the Att guys name ... it's MorganCS.  I would definetly contact him.

 

Dennis

MrsKryten

Mentor

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34 Messages

8 years ago


@kmaher1010 wrote:

i had a similar problem and turned ip6 off at the gateway.


I turned off IPv6 and so far, so good. No reboots yet as far as I can tell and the dnsmasque "bad name" messages that used to clog the log file have disappeared. If it turns out that IPv6 or the DNS servers it points to is the culprit, perhaps AT&T can figure out how to resolve that as others seem to have that issue as well. For now, disabling IPv6 seems to have fixed things but I want to wait another week or two to make sure as I thought removing the battery and doing a complete cold reset on the router fixed things as well until the problem resurfaced a couple weeks later.

Tutor

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3 Messages

8 years ago

I noticed this on my gateway when I tried to enable ip6.  I had the gateway replaced because of the rebooting.I didn't occur on the new gateway.  A couple weeks later, I enabled ip6 again and the rebooting started again. I would love to turn ip6 back on but att will not acknowledge the issue. Basically two different model gateways manufactured years apart exhibit the exact same problem. 

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