Uverse cutting out at same (ish) time every evening

Explorer

Uverse cutting out at same (ish) time every evening

Hi all,

 

New to the forums- so hopefully I'm putting this in the right place.

 

I've had Uverse (just internet) for over a year now and haven't had any problems until recently.  In the past two weeks or so, I'm noticing my connection cutting out (losing internet connectivity) at around 7pm (US Central time) every evening.  Sometimes this will be for only a few minutes, sometime for up to half an hour.  During that time, my modem's (2wire) DSL and internet status lights will mostly stay green but will occasionally flash red.  If you're actively trying to browse during the period it's not working, sometimes it'll work for a bit (30-45 sec) only to cut out again quickly after that.  Once it comes back on, it tends to stay on and work fine for 24 hours or so.  Happens on both wireless and wired connections.

 

Any ideas?  I haven't called tech support yet, cause I kept hoping the problem would resolve itself...  The online steps and guides haven't been any help.  I'm most puzzled by the fact that it consistently happens at the same time every evening.  Makes me think it's probably not my modem or computer.  I've tried all the basic stuff- reset the modem, browsed forums looking for similar problems, etc. without success.

 

Hoping that posting on the Uverse forums specifically might bring up someone else who has encountered this issue or has a direction to point me in.  Thanks!

 

-Jeff

Message 1 of 26 (5,560 Views)
Mentor

Re: Uverse cutting out at same (ish) time every evening

I consider myself a newbie but from what I gather in my lifetime is do you have any sorts of appliance you turn on around that time too? Ive heard bad lights could cause interference too. I could be wrong though. but if its something consistent especially around the same time then it could be just that. maybe one of the better techs around could help answer your question better. Good luck!!

Message 2 of 26 (5,522 Views)
Explorer

Re: Uverse cutting out at same (ish) time every evening

I cannot think of any devices (at least in my house) that activate at that time.  My wife says she also notices it happening at about 7am too...  which confuses me even more.

Message 3 of 26 (5,474 Views)
Highlighted
Expert

Re: Uverse cutting out at same (ish) time every evening

Click on the hyperlink in my sig for AT&T Customer Care and you will be taken to their profile page.   They are an escalation team that is higher than regular Customer Service, who can get this issue resolved.  Send them a PM with your info and your concern and they will get in touch with you.  They will reply to you via PM as well so watch the blue envelope at the top of the forum page for message notification.

Message 4 of 26 (5,448 Views)
Explorer

Re: Uverse cutting out at same (ish) time every evening

Will do.  Thanks!

Message 5 of 26 (5,434 Views)
Expert

Re: Uverse cutting out at same (ish) time every evening

Your welcome.  Let us know what happens.

Message 6 of 26 (5,362 Views)
Voyager

Re: Uverse cutting out at same (ish) time every evening

Do you have any speakers, appliances, electric(lights wires, ect) crossing the phone line that goes directly to your modem?  Are you in an apartment or house?  If an apartment, the wiring interference could be caused my your neighbors.  If the problem is only happening at certain times of the day their is probably some sort of interference causing the issue.  If you are only on the internet at those times and notice the problem, it could be happening more often.  Their could be a more serious issue with the lines outside.

Message 7 of 26 (5,281 Views)
Voyager

Re: Uverse cutting out at same (ish) time every evening

Forgot to mention that the broadband and service lights should always stay solid green.  If either one flashes green or red or just goes out then your service dropped.

Message 8 of 26 (5,269 Views)
Explorer

Re: Uverse cutting out at same (ish) time every evening

Yeah, that's what is happening.  The DSL or Internet light will flash red for a bit, or else one of them will just constantly flash green.  A tech came out and and looked around.  He mentioned replacing some wires- but I'm still having the problem.  In the 4 days since he was out here, the problem seemed minimized.  The connection would still cut out around 7am/7pm but only for 90 seconds - 2.5 minutes.  That's at least more manageable.

 

But it just happened again (this time from 5:40-6:00pm) for 20 minutes.  Which was either a fluke or it means the consistent times didn't matter as much as I thought.  The technician did mention that there had been other complaints from people in my neighborhood...

 

Guess I'll contact customer service again, unless anyone else has any ideas?

 

 

Message 9 of 26 (5,194 Views)
Employee

Re: Uverse cutting out at same (ish) time every evening

What RG do you have, can you download uvrealtime and post screen shots?
Uvrealtime is only for VDSL RGs 3600, 3800, 3801, and i38HG....additional need PC based software

http://www.uvrealtime.com/

My immediate thought concerning 7am, 7pm time is unstable power, (power grid changes 7am manufacturing needs increase, power supply increase, evenings lower grid for less demand. Are in you a more rural area? Could try purchasing a UPS (designed to provide stable ac ) or tripplite.

http://computer.howstuffworks.com/question28.htm

Or recommend http://www.tripplite.com/en/products/product-series.cfm?txtSeriesID=825
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 10 of 26 (5,183 Views)
Explorer

Re: Uverse cutting out at same (ish) time every evening


my thoughts wrote:
What RG do you have, can you download uvrealtime and post screen shots?
Uvrealtime is only for VDSL RGs 3600, 3800, 3801, and i38HG....additional need PC based software

http://www.uvrealtime.com/

2701HGV-B.  So it looks like the program won't work.


my thoughts wrote:
My immediate thought concerning 7am, 7pm time is unstable power, (power grid changes 7am manufacturing needs increase, power supply increase, evenings lower grid for less demand. Are in you a more rural area? Could try purchasing a UPS (designed to provide stable ac ) or tripplite.

I guess that could be.  I do live a more rural area (outskirts of a city of about 3000).  The problem just started suddenly though and I never had a problem before...

What would I plug into that surge protector?  The gateway?  Would the problem be the gateway losing power or the DSL line itself?

Message 11 of 26 (5,168 Views)
Employee

Re: Uverse cutting out at same (ish) time every evening

Yes plug the gateway in, two possibilities
1) brown outs, voltage drop below minimum requirement
Example a compressor motor on a freezer, sump pump refrigerator turn on dropping the voltage to about 90 vac
Most sensitive PC related equipment is rated 110 +-10% (100 to 120 vac) the brown out causes equipment to start shutdown process
A UPC is designed to filter surges and better ones will convert AC to DC (charging battery) and back to clean AC powering equipment plugged in
The tripplite isobar is more about filtering unwanted noise and surges ( exceeding 120vac)
2) as voltage changes creates EMI depending on how home run (phone wire is run) may be introducing RF into line casing errors and RG to reboot.

As your modem is older may be worth considering the investment to the new Pace 5031 (handles both VDSL and ADSL2 circuits ($100).
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 12 of 26 (5,156 Views)
ACE - Expert

Re: Uverse cutting out at same (ish) time every evening

Brownouts, 75-80V will provide enough power for the RG.  I know, had a brownout like that and my laptop could connect to the internet on battery power. Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

 

 

 

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 13 of 26 (5,115 Views)
ACE - Expert

Re: Uverse cutting out at same (ish) time every evening

Yeah, but with a brown out come other nasty things... noise on the line from equipment not built to deal with brownouts.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 26 (5,102 Views)
Explorer

Re: Uverse cutting out at same (ish) time every evening

So if someone were going to recommend a simple (and preferably not too expensive!) UPS, which would you recommend?

 

As I understand it I would only need the RG plugged into it.  I have standard U.S. outlets.  I'm thinking something like this:  http://www.tripplite.com/en/products/model.cfm?txtSeriesID=743&txtModelID=3090  but don't want to spend $70 and miss something obvious that makes it incompatible with my outlet/system/etc.  

 

So any advice would be appreciated!  Thanks!

Message 15 of 26 (5,080 Views)