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MrsKryten's profile
MrsKryten
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Complete Onboarding
Helpful 1

Mentor

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34 Messages

Fri, Feb 13, 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!

Accepted Solution

Official Solution

mibrnsurg

Expert

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20.4K Messages

7 y 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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Official Solution

Tutor

 • 

3 Messages

7 y 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

7 y 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

7 y 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

 • 

34 Messages

7 y 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

7 y 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

7 y 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

 • 

30 Messages

7 y ago

Hi MrsKryten,

 

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

 

Dennis

MrsKryten

Mentor

 • 

34 Messages

7 y 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

7 y 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. 

mibrnsurg

Expert

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20.4K Messages

7 y ago


@kmaher1010 wrote:

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. 


No need for IPv6 yet, when there is I assume ATT will download a fix for the 589 and 510 RGs rebooting problem, they are aware of it.  Other RGs just suffer from some browsing problems, hopefully it'll fix that too. 😉

 

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

MrsKryten

Mentor

 • 

34 Messages

7 y ago


@kmaher1010 wrote:

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


Okay, it's been long enough now for me to think this solution finally resolved the rebooting issue on my NVG589 gateway. Thanks for sharing it!

Papolytic

Teacher

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34 Messages

7 y ago

MrsKryten,

 

I'm curious (since I've had many reset and service drop issues with the NVG589 that I never had with the 3800), whether this "solution" of disabling ipv6 on the RG is still helping another full month down the line (now).? 

 

Many thanks for a response if you're still looking around here. 

 

Also for mibrnsurg above that mentioned that ATT is aware of it and might/will/maybe issue an ipv6 fix for the NVG589 someday: If they're aware of it: Do you have any idea of how they describe the problem? Have the even begun troubleshooting it?

 

I'm able to leave it (ipv6) enabled, setup an ipv6 box and use it without trouble (up to a point). I've also just started trying this "disable ipv6" as an answer to losing all service, and this has been the longest my nvg589 has maintained service (and that amount of time is 1 1/2 days). . 

 

Any info is greatly appreciated: ipv6 was one of a few reasons I wanted the nvg589 so I'm interested in a fix if it's a problem. I guess I'm not believeing it's really stable yet.

Bob Bednar

Mentor

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42 Messages

7 y ago

Be aware that the NVG589 has a KNOWN problem with its internal battery back-up causing a freezing gateway.  AT&T's only response to this problem is (a) to use the NVG589 WITHOUT installing its internal back-up battery, and (b) await a replacement gateway (somewhere in the works, but thus far for MANY months, with no one knowing any timeline).  They also do NOT authorize using any external battery back-up with the NVG589, so if you have your phone bundled with U-Verse, you WILL lose phone connectivity during a power outage!  (The last service tech's response to this loss of home phone:  You do have a cell phone, don't you?)  It amazes me that a large, powerful entity like AT&T can't pressure Motorola into SOLVING THE PROBLEM in a timely manner.  And good luck trying to escalate this problem within AT&T.  Their response is to 'send out another service tech', who also knows about the problem but has no solution.  [I have had FOUR service techs out thus far!]

MrsKryten

Mentor

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34 Messages

7 y ago


@Bob Bednar wrote:

Be aware that the NVG589 has a KNOWN problem with its internal battery back-up causing a freezing gateway.  AT&T's only response to this problem is (a) to use the NVG589 WITHOUT installing its internal back-up battery, and (b) await a replacement gateway (somewhere in the works, but thus far for MANY months, with no one knowing any timeline).  They also do NOT authorize using any external battery back-up with the NVG589, so if you have your phone bundled with U-Verse, you WILL lose phone connectivity during a power outage!  (The last service tech's response to this loss of home phone:  You do have a cell phone, don't you?)  It amazes me that a large, powerful entity like AT&T can't pressure Motorola into SOLVING THE PROBLEM in a timely manner.  And good luck trying to escalate this problem within AT&T.  Their response is to 'send out another service tech', who also knows about the problem but has no solution.  [I have had FOUR service techs out thus far!]


Hmmmm...not sure what you mean by freezing. Is it a temporary hang instead of a reboot? I haven't noticed any issues with the NVG589 since I disabled IPv6 and I still have the back-up battery installed. We have Internet, TV and Phone with U-verse so I understand how frustrating it can be when those services go down. Have you tried disabling IPv6 and keep the battery in place to see if that helps your situation?

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