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texasguy37's profile

Expert

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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

Scholar

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222 Messages

12 years ago

Did your factory reset seem to fix this issue? My 'gremlins' returned this past Monday after a several week long hiatus and, so far as I know, David's group hasn't been able to ID what is causing this issue either. So, I may just try the factory reset of the RG.

Mentor

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51 Messages

12 years ago

The factory reset fixed the issue - for about 3 weeks - but they came back last night. SO I need to either do another factory reset or call AT&T to get the unit replaced.

Expert

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23.3K Messages

12 years ago

Call ts using the phone number in my sig.  Ask the csr to run a test on your service for errors.  If he/she sees any request tthat a tech be sent out to check your installation.  You shouldn't have to keep doing factory resets to have stable service.

Mentor

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51 Messages

12 years ago

Thanks - the problem is that I need to wait till the lockup happens again - it only occurs every 12-18 hours or so, and if I call in between lockups everything looks fine (my line states are excellent). The only thing they would see is possibly that I rebooted my router at some point.

Do you think they will take it upon my word that I've been having these problems and that I probably need my gateway replaced?

Scholar

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222 Messages

12 years ago


@kshusker wrote:
Thanks - the problem is that I need to wait till the lockup happens again - it only occurs every 12-18 hours or so, and if I call in between lockups everything looks fine (my line states are excellent). The only thing they would see is possibly that I rebooted my router at some point.

Do you think they will take it upon my word that I've been having these problems and that I probably need my gateway replaced?

I would think they wouldn't just on your say so.  In my conversations with David's group, the discussion has always been unless they can see something to fix, it would cost some $$ to roll a truck out to my home if the Prem Tech couldn't find anything wrong on site. 

 

My situation is similar (but not identical) to yours in that my line stats look GREAT.  Just every now and again my RG looses its'  voice' {pun intended Smiley Wink), the Green Light goes dark for my one voice line though the ligths remain solid Green on Broadband and Service, and then my TV service and internet cease to function.

Scholar

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110 Messages

12 years ago

I began having the same issue as TG about two weeks ago in the Cleveland, OH area.  Lost TV and Internet (don't have landline) while the lights on my RG all remained green. So far, the drop to my house was replaced and a line tech did some work on the line, both of which were needed apparently.  Since that time my picture and sound quality are noticibly better; however, I lost service again yesterday, about a week after the initial LOS.  I rebooted everything and called TS who had me do everything all over again (oh well).  She said the next thing they will do is replace the RG.

Scholar

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222 Messages

12 years ago


@DrewF wrote:

I began having the same issue as TG about two weeks ago in the Cleveland, OH area.  Lost TV and Internet (don't have landline) while the lights on my RG all remained green. So far, the drop to my house was replaced and a line tech did some work on the line, both of which were needed apparently.  Since that time my picture and sound quality are noticibly better; however, I lost service again yesterday, about a week after the initial LOS.  I rebooted everything and called TS who had me do everything all over again (oh well).  She said the next thing they will do is replace the RG.


I hope your experience with replacing the RG is better than mine:  doing so had no effect on my situation. Keep the 'community' posted!

Scholar

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222 Messages

12 years ago

Update:  After a period where my Uverse service operated normally, it recently began to malfunction in the same ways as I noted earlier in this thread.  David's group called for a port swap at the VRAD, and so a Prem Tech was dispatched.

 

Before doing the port swap he tested the line and found 'battery power' on one leg where none should be:  indicating a crossing of my wires with someone else's in the cable running from the street out to the junction box at the entrance to my neighborhood.

 

They'll come out today to locate the problem in the cable and fix it.  Then we'll see if THAT explains why I had intermittent but complete loss of service where the SERVICE and BROADBAND lights remained green on the RG.  If not, I guess we'll try the port swap.

 

Curious that in all the previous examination of my line stats (remotely) that this problem wasn't noted and that both times the line was checked on-site over the weekend it was found.

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