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texasguy37's profile
texasguy37
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14.5K Messages

Saturday, October 22nd, 2011 5:37 PM

U-verse Issue

Instead of offering my help, I'm asking for help from the knowledgeable people on this forum!

 

I'm having an issue with my U-verse service.  The issue began the day after I received the new firmware update ((6.3.7.42)  on my 3800HGV-B RG about 2 weeks ago.  This may be a coincidence or the reason for the problem.  Since receiving the new firmware update, I will lose all U-verse services (TV, internet and voice) approximately 18 - 22 hours after the last time the RG was rebooted.  The only way to restore service is by rebooting the RG.  Then the pattern continues of losing service 18 - 22 hours later and the RG needing to be rebooted to restore service.

 

I contacted Tier 1 Technical Support about the problem last week.  The TSR ran tests on my line, noticed some errors, and dispatched a tech.  The tech arrived on site and mentioned that there were some errors on the line; however, they should not be enough to take down my service.  He did replace my 3800HGV-B RG with another 3800HGV-B which also has the new firmware update.  He also opened a ticket for an I&R tech to come out to check my line.  True to form, I lost service again about 20 hours after my RG was replaced, and I had to reboot the new RG to restore service.

 

The next day, the I&R tech arrived, tested the outside line and discovered some errors on that line.  He replaced the line running from the NID to the pedestal.  As I could have predicted, 22 hours after the I&R tech left, I lost services again requiring a reboot of the RG to restore.

 

This patterned has continued since it started almost 2 weeks ago after my old RG was updated with the new firmware up.  During the time that the service is up and running, I am having no issue with TV, internet or phone.  All service work very well during that time.  Also, when I do lose service, all the lights on the RG remain green.  None of them begin to flash red which is a bit odd.

 

Contacting Tier 1 again on this issue would probably not be productive, so my next step will be to reach out to David's group.  Before I do, I want to get some feedback from you guys.  Is anyone else having this issue?  Is it related to the new firmware update, or is that just a coincidence?

 

Also, here are my screenshots from UVT:

 

Stats-2011-10-22-12-03-04.png

 

 

ErrorTable-2011-10-22-12-03-27.png

 

 

Bitloading-2011-10-22-12-03-35.png

3 Attachments

Shyster951

Scholar

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222 Messages

12 years ago

Thanks RCSMG, I have emailed David.

texasguy37: How'd you get your HPNA devices to show up on UV Realtime? I've not been able to get mine displayed since the upgrade to THDVR phase lll?
texasguy37

Expert

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14.5K Messages

12 years ago

You can only display them if you have the 3801HGV RG.  The 3800HGV-B RG will not display the HPNA devices until SomeJoe has time to re-written the program for that device.

Shyster951

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222 Messages

12 years ago

I see.  BTW, how long was it between when you emailed David and his reply (just curious).

texasguy37

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14.5K Messages

12 years ago

I emailed the group on Monday and received a response on Wednesday.  The group normally responds in 24 - 48 hours.

Shyster951

Scholar

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222 Messages

12 years ago

Great to know about the prompt response time. I look forward to hearing from you if using the different model RG fixes whatever 'gremlin' is causing this problem!
mtsindy

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87 Messages

12 years ago

Has David's group been able to help resolve your problem?  If so, what was the solution.  I think my RG may have just exhibited the same behavior for the first time.  My daughter called to say that voice, internet, and TV were all out, but she confirmed the RG lights were green.  I had her unplug the RG, wait 30 seconds, then plug it back in, which successfully restored service.

texasguy37

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14.5K Messages

12 years ago


@mtsindy wrote:

 

Has David's group been able to help resolve your problem?  If so, what was the solution.  I think my RG may have just exhibited the same behavior for the first time.  My daughter called to say that voice, internet, and TV were all out, but she confirmed the RG lights were green.  I had her unplug the RG, wait 30 seconds, then plug it back in, which successfully restored service.


If this is the first time that this has occurred, I would suggest doing nothing.  If it begins to happen daily as described in my message above, I would contact David's group.

mtsindy

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87 Messages

12 years ago

Thanks for the advice, texasguy.  I couldn't help but notice your point about replacement of the battery backup.  Should my RG begin to act up on a regular basis, I may try bypassing the battery backup (with 3 mobile phones in the house, the voice line isn't that vital).

 

And now that I think about it, your problem sounds like one we encountered not long after our U-verse install in 2009:  Every few days, the voice line would be overtaken by static.  Simply calling in to the voice line from one of our mobiles nearly always restored it, but only for a few days.  We had remote checks done on the RG and line, power-cycled the RG, factory reset the RG, prem techs checked wiring and phone jacks, and we even tried a corded phone direct into the RG (same problem).  Then we got a prem tech who listened while I discussed the problem and attempts to fix it; he promptly replaced the RG with a brand new one (not refurbished).  His experience showed that although RGs are relatively expensive pieces of hardware, you could spend days and weeks chasing problems like these.  And to be sure, he pulled a brand new one from the truck.  Since then, we've never had an issue.

Shyster951

Scholar

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222 Messages

12 years ago

My situation also seems to have resolved (up for 3 days now) but without any further equipment replacement. The leading suspect for causing my issue are some refrigerator magnets (about 8, 3" square ) that we had made up for my daughter's wedding got moved from far away on my desk to next to the RG. Since moving them  away again, the system does seem to be working normally (fingers crossed!)

My only complaint is that after a promt email reply and an initial phone call with David's group, the Tech didn't call back on the day he said he would (Friday, 10/28) to troubleshoot further after he had the chance to run my situation by some other folks, nor have I seen any email in response to the several I sent over the weekend.

Texasguy37, did David's group have an explanation for why replacing the RG with a different model made a difference?  The tech who was working my problem said the line stats for my service were 'pristine', were yours described otherwise?

texasguy37

Expert

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14.5K Messages

12 years ago


@Shyster951 wrote:


Texasguy37, did David's group have an explanation for why replacing the RG with a different model made a difference?  The tech who was working my problem said the line stats for my service were 'pristine', were yours described otherwise?


No, explanation as to the cause of the problem or if it was equipment related.  Replacing the RG and battery backup seems to have resolved the problem.

 

The word "pristine" was not used; however, no problems were found on the line.

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