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Contributor

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2 Messages

Sat, Feb 20, 2016 11:41 PM

Disconnects and issues with phone service on Uverse over the past few days.

Over the past few days, I've had several outages with my Uverse. It'll come on for 2-3 minutes, then go off for 10-15. Then randomly stabilize for the half the day, only to start up again for several more hours. I'm assuming it has something to do with my SN margin. 

 

 DownstreamUpstream
SN Margin (dB)3.55.7
Line Attenuation (dB)29.025.1
Output Power(dBm)19.112.4
Errored Seconds3744468
Loss of Signal210
Loss of Frame00
FEC Errors8639224
CRC Errors157290485

 

This was taken just now. When its operating normally my Down/Up SN margin stays around the 14-16 range. But ever since these disconnects began, it's dropping to 5.5ish average, falling to 0 when it goes out. Sometimes 'Down' will hit 1-2 and 'Up' will jump to 100. 

 

Here is a section from my logs. 

 

2016-02-20T12:59:01-06:00 L3 sdb[306]: DSL: Link showtime counter since boot 13
2016-02-20T12:59:01-06:00 L1 sdb[306]: nm_ipv6_add_firewall: (4)
2016-02-20T12:59:02-06:00 L3 sdb[306]: dns_lan_redirect_notify. DOWN. restart proxy
2016-02-20T12:59:02-06:00 L1 sdb[306]: nm_ipv6_add_firewall: (4)
The last message was repeated 2 times.
2016-02-20T12:59:05-06:00 L5 supp1x[1313]: Sending START Packet
2016-02-20T12:59:08-06:00 L5 supp1x[1313]: Supplicant event = SUCCESS
2016-02-20T12:59:08-06:00 L1 sdb[306]: nm_ipv6_add_firewall: (4)
2016-02-20T12:59:12-06:00 L3 dhcpd[3612]: WARNING: server ignoring option dhcp-renewal-time in configuration file.
2016-02-20T12:59:12-06:00 L3 dhcpd[3612]: WARNING: server ignoring option dhcp-rebinding-time in configuration file.
2016-02-20T12:59:12-06:00 L1 sdb[306]: nm_ipv6_add_firewall: (4)
2016-02-20T13:06:24-06:00 L3 dhcpd[3612]: Abandoning IP address 75.44.122.63: fcfs - forced abandon
The last message was repeated 51 times.

It's also creating a problem with regular phone use. The person on the other end can hear me fine, but I can only hear about 1 out of every 3 words from their end. 

 

I have disabled IPv6, no change. Tried a separate cord from my modem to the wall, no change. Saw no external damage to the line around my house. The only other thing I can think of is that a few days before these issues began, I had trouble accessing an educational site. DNS errors. So I swapped over to the google public DNS and that fixed it. I've swapped back since then, no change. Though things do seem a bit more stabilized when I have it set to the google DNS. Not drastically improved, it just feels like it disconnects less. 

 

*Edit - Forgot to include my modem. Motorola NVG510. 

Community Support

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6.7K Messages

6 y ago

Hi @Wmb753,

 

We apologize about the issues you are having with your service. We will be glad to help. The SN Margins look extremely low. We will be happy to work on getting this issue fixed for you. Please send us a detailed message by clicking here. Provide your name, account number, phone number so we can verify account and let us know the best time to reach you.  


Keep an eye on the envelope.png at the top right corner of your screen for a response. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

Community Support

 • 

6.7K Messages

6 y ago

Hi @Wmb753,

 

We have received your message and look forward to working with you on this issue.

 

-ATTU-verseCare

Contributor

 • 

2 Messages

6 y ago

Just adding in an update in case anyone stumbles upon this with the same sort of issue in the future. 

 

I contacted support. They noticed a problem with the line quality and set up a time for a technician to come out and take a look. The technician found a problem with wires down the block and repaired the issue. My service is now running perfectly again. 

Community Support

 • 

6.7K Messages

6 y ago

Great news and we appreciate the feedback on what resolved the issue.

 

~ATTU-verseCare

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