NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

Tutor

NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

I just reported a problem with my AT&T system since all my three services are down: TV, Phone and Internet. The problems is related to the modem/gateway not being able to sync at the TCPIP level with the AT&T hub (or whatever the name is for the box the gateway connects to), ie, I have a fully 100% lit/still green broadband LED. When the unit is reset and/or powered on, the services LED starts blinking green for a minute or two, then it goes to red, then off.
 
When accessing the gateway through a web browser, the home page shows "Down" for the "Connection to AT&T". On the Broadband tab for Settings page, it has the "DSL Link: Connected" and "Internet: Connecting". On the Internet details there are no IP addresses for any of the ones that should appear there, ie, IP address, Subnet Mask, default gateway, etc.
 
This start happening today after the internet speed came down to a crawl for a couple of hours for which I decided to reset/reboot the gateway/modem, which led me to this problem with no connectivity at all on any service. Since the broadband LED is green, it means there are no problems with my wiring or connectivity to the AT&T hub. 
 
I called AT&T customer support and they scheduled a technician for tomorrow after diagnosing the gateway for a while (reset a couple of times, hard reset, etc). No luck with any of these procedures...
 
But the reason I'm posting this here is that I just found out that my next door neighbor is having the EXACT same problem since last THURSDAY. And worst, the AT&T technician came yesterday (Saturday 07/14), he replaced the gateway/modem, and after two hours the  AT&T technician could NOT restore service at my neighbor's place, meaning there is something MORE going on in the area.
 
I called again AT&T customer support and the operator told me he couldn't find any reported area outage in the area and that he can't do anything until my appointment tomorrow. But my neighbor is still with the service DOWN with the exact problem as I have.
 
What I'm worried about is to be out of service because AT&T refuses to admit there is something more going on in the area. Is there a way to raise the priority of this issue so I'm not without service for as long as my neighbor ??. Can't believe there isn't a way to escalate this.
Message 1 of 18 (85,511 Views)
Tutor

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

Based on what you said, they might need to repair something on the outside lines. You'll only know once tech checks your services.

 

Or there's also a chance that you and your neighbor are connected to 2 different terminals (yes it happens even if the houses are right next to each other) and there was just something wrong inside your house or with the gateway.

 

If it was an area outage then both of your services should have stopped at the same time. Perhaps it was just a complete coincidence.

Message 2 of 18 (84,549 Views)
Tutor

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

I just got these segment of the gateway log after clearing it and determined the repeating pattern inside it. From what I can see on the INF type entries, there is a DSL connection, but I'm assuming the errors (ERR) are on the broadband module (bband).

 

Anyway, here they are in case they are useful to someone on level 2 support... I can post / look for specific entries if needed. 

 

INF

P0000-00-00T00:44:29

lmd: dsl0: up G.993.2_8d interleaved Rate:32337/5040 Max:53060/4294967

INF

P0000-00-00T00:44:29

lmd: dsl0: Margin:15.4/-25.5 Atten:20.2/-25.5 Power:14.2/0.7

INF

P0000-00-00T00:44:29

lmd: dsl0: Country: {FFB5}  Vendor: {CXSY}  Specific: {5403}

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_check_bband_state_chg: MODULE BOUNCE: sip0 0 6

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_control_bounce_module: MODULE BOUNCE: sip0 0

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_check_bband_state_chg: MODULE BOUNCE: sip1 1 6

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_control_bounce_module: MODULE BOUNCE: sip1 1

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_check_bband_state_chg: MODULE BOUNCE: pots0 0 6

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_control_bounce_module: MODULE BOUNCE: pots0 0

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_check_bband_state_chg: MODULE BOUNCE: pots1 1 6

ERR

P0000-00-00T00:44:29

voiced: CALLLOG: vd_control_bounce_module: MODULE BOUNCE: pots1

 

Message 3 of 18 (84,545 Views)
Tutor

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

If there is something wrong with the outside lines, why would my gateway, and my neighbor's one too, connect at the DSL level and not at the broadband level ??. Wouldn't both system be totally down even at the physical level ?? 

 

 

Message 4 of 18 (84,539 Views)
Contributor

The same thing is happening to me- what was the resolutio...

The same thing is happening to me- what was the resolution? Please
Message 5 of 18 (84,322 Views)
Tutor

Re: The same thing is happening to me- what was the resolutio...

It was probably a coincidence, but I left the gateway unplugged for the night and powered back in the morning when the gatwway was able to connect back, ie, got service.

 

Since it was already scheduled, the ATT technician came that afternoon and did some tests, everything checked out but he replaced the gateway with a new model anyway. Problem hasn't happened again.

 

To me it was something related to ATT servers providing an IP address through the DSL connection that got sorted out at night. My suggestion, report it to ATT and get a technician there in case there is something else going on.

 

 

Message 6 of 18 (84,307 Views)

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

Your router is being knocked offline by one of your neighbors who is attempting to gain access to it. They are using a high gain directional antenna and a wifi antenna along with software that technicians use to find wifi signals. A few of the programs they could be using are named Kismet, wireshark, or inSSIDer. The way it works is they find wifi signals in their surrounding area with the high gain antenna and the wifi antenna. Once they locate a satisfactory signal they use the software to attack your router with “deauth” attacks. AT&T 2WIRE routers are the only wifi routers affected by this, Time Warner or Comcast do not have this problem. One deauth attack is the flood of lines your are asking about, another is a “packet flood”. Once the router is knocked off line after several seconds the signal comes back online, re-authorizing all of the equipment that has the correct password. The software is try to catch or hijack that “handshake” between the authorized equipment, and if you have a weak password or are using weak encryption like WEP then in a short time they can steal your password and access your router and do what they are trying to accomplish.

 

This is what has been happening to me for the last 2+ years, and I know who is doing it. I had a new neighbor move in one floor beneath me a couple of years ago. Within the first couple of weeks he approached me and offered to pay me per month if I gave him my wifi password. I declined and that is when the problems began. At first I thought it was equipment issues or there was something wrong with the line outside. I had service technicians out numerous times and they found nothing wrong with my equipment or anything with the line, and I even replaced my router. I was already suspicious of my new neighbors because of the offer he made plus he had a suspicious device tapped to an American flag he had on his balcony. It was a small plastic looking black box surrounded by a bunch of tape with a grey cable coming out of it going into his apartments sliding glass doors. I took me some research on the web to find out what was going on, but after a edited my routers Advanced Firewall settings to filter for UDP and Packet Flooding I could see the deauth attacks in the logs. Searches on UDP and Packet flooding turned up all the information I am sharing. The device he was using was a high gain directional antenna. Apparently you can use a wifi antenna with the high gain directional antenna and find wifi signals up to 2 miles away. After my first service call, my neighbor removed the device from the flag and took it inside after he heard me discussing the whole situation with the AT&T tech. Right after that I started to hear little sliding noises like someone was sliding something plastic on the ceiling or trying to position something.

 

I have called AT&T Uverse technical support scores of times, but no one there seems to know how to, or is willing to help solve this issue with their 2WIRE router vulnerability. There are a lot of forums that talk about this on the web, it is a pretty well know issue. When I call AT&T they try to talk me through the basic spiel of changing my password or hiding my SSID which is the worse thing you could do because the hacker can see your wifi signal a whole lot faster because when all the signals in the area are displayed yours will be the one that’s blank and the will go right after it. I would think they would want to solve this problem because if more people who are having this problem in there area knew how this was happening, and that the competition does not suffer from this then they could lose a lot of business.

 

I prefer AT&T and would go without internet before I would go to Time Warner, I just wish there was a way to put a stop to these deauth attacks or a way AT&T could set up something to catch these hackers. I pay my bill every month and I should be able to enjoy my service without these constant interruptions in service.

Message 7 of 18 (83,578 Views)

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

I may have found a fix for my neighbors who are hacking me. Recently they have stepped up their attempts and were constantly knocking my router offline around the clock. I unplugged it for a few days and when I finally plugged it back up they were right back at it. I knew they were doing it again because it didn't start until they came home from work. Whenever I confronted them about it in the past they would stop for a few days but would be right back at it again. I called the police over and they tried to talk to them but they wouldn't answer the door and we could hear and see them inside. No warrant so they just could ignore us. SInce I have no physical proof there is nothing legal that I can do.

 

SO!

 

After all this they were just terrorizing my router. They must have had the program running in the background. I had an old Belkin router with N type security and that stopped them for 2 weeks! I thought I had them beat! NOPE!!! Once they got around that. everytime I plugged in my router they would be on me in minutes. So due to the constant interruptions I was able to experiment. 

 

In the past under (Advanced Configuration in the Firewall settings), I was able to stop the packet flooding by setting the UDP Session Timeout to over 20000 seconds. That seemed to make the packet flood loop for over an hour which didn't knock the router offline. I still do that to this day! They then started to attack me with TCP attacks wich I still dont know how that works but I set that for under 8000 seconds and that seems to help. Then I checked all of the Attack Detection boxes except "Ecessive Session Detection. That one seems to interfere with the routers operation.

 

NOW THIS IS WHAT I DID THAT SEEMED TO REALLY HELP!

 

I unchecked All of the Outbound Protocol boxes and only checked "HTTP and HTTPS". The router did not get knocked offline after this!!! I was abel to connect with my phone, the PS4 was abel to connect to the PSN and I was able to still connect with my laptop. I should mention that I only use ethernet for my PC now, I have disabeld my wireless and Bluetooth drivers because I don't know how capable they really are. I was unable however to connect the PS3 and the Chromecast to the internet! I found out that by checking the "All Other Protocols" box I was abel to connect those devices, but more important they stayed connected after I unchecked the box after they connected! I think it is vital to keep these boxes unchecked because I think the program they run must run through one of these Outbound Protocols to transmit the "Deauth Attacks to your router.

 

So far I have not had any knock offs since doing this! I'm not holding my breath because they have always worked around my defenses before but I will keep updating if they do. I hope this helps.

Message 8 of 18 (81,057 Views)

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

[ Edited ]

New update!

If you're still experiencing this issue check the available WiFi signals in your area. If you see any that say MotoVAP, then someone around you is using a Motorola Vap as a WiFi bridge in your area and are possibly trying to root your AT&T uverse router. If this is the case research Motorola vap or MotoVAP. I'm still researching the full implications of what I was just exposed to! This device can be bought retail but is typically for Commercial use, if you're in a residential area such as an apartment and you see this MotoVAP ssid available this should cause you concern especially if you're a uverse customer. The 2 wire router is the only thing that can be used with this device, Motorola designed it exclusively for AT&T for use with the 2 Wire router. If this is your situation contact AT&T and get help. They may not know what is happening but if this is what's been going on all this time then they should be alerted. I just received a new type of router from AT&T and I am monitoring it to see if it will be affected. But since it's installation I have noticed that the MotoVAP ssid has disappeared. Let us all free ourselves and help AT&T stop the 2 wire hackers. I know who mine are, but without physical proof law enforcement cannot help me. They live directly below me. They use a WiFi access point device that is the Motorola Vap to try and root my 2 wire router. I hope this new router defeats them. Send the leaching coc-kroaches into the abyss! I need the power of the Patriot Act against these infidels! I would have never been the wiser if he hadn't asked for my password first. After I refused his request is when this began over 3 years ago. As stated in the first post I saw the WiFi access point, he tried to disguise it by taping it to the eagle of our beloved flag right out on his patio directly beneath my patio. I didn't know what it was before but now I know. My technician told me that every time he goes out on a call like mine he notices the ssid MotoVAP present but didn't know what it was. I Googled it and my eyes were opened. The image results showed me the box that was taped to the eagle! I know now what they use. Google MotoVAP and see, find out if you are in the same boat as me. If this new router /modem works I will forever bless this day! I believe it's a 4 wire but I'm not at home but I will update as soon as I find out its name! 

Message 9 of 18 (62,079 Views)

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

[ Edited ]

The only area I can find where VAP (Virtual Access Point) is used for residential use is in Canada. Bell Atlantic offers FibreOP TV and internet service in various regions of Canada. I haven't found any US locations available for this technology. I will continue to research this more.

Message 10 of 18 (62,073 Views)
ACE - Expert

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

@hackedhhoh   If you have WPA2-PSK (AEC) security,w/a strong password, nobody gets in, but those that are given the password by you. 

 

It is currently uncrackable/unhackable, w/a strong password (they are trying w/supercomputers in research) and if it's set, no one can connect the RG wirelessly, except ATT can always get in thru the VDSL 2 or ADSL 2+ signal. Smiley Surprised

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and 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

*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 11 of 18 (61,967 Views)

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

[ Edited ]

I have made my password over 40 charachters long with upper and lower case letters as well as numeric and with symbols. I don't beleive at all that they can crack my router, but what I'm dealing with is harrasment. I have confronted them about it as well as had law inforcement involved, but unless I can physically catch them doing it they were able to continually knock my router offline indefinetly. It would seem out of spite that they keep doing it knowing they cannot crack my router, they are satisfied in not allowing me to use or enjoy my service. If I'm not using it or if they are away form home then I have no issues, but as soon as I start watching Netflix or try to play online gaming they jump into action. I literly can hear them jump to action when I do, this is no joke. They and there family own two gas stations within one mile of my apartment. If I am correct then I belive they are attempting to operate a private point to point WiFi network between them. We live on a large hill and one station is a block away while the other is a 1/2 mile away down the hill. I am on the top floor and they are directly beneath me. They are blocked by trees and the hill itself while I have a clear line of sight down the hill. I beleive this to be true because when they first started i would always here scraping in the front corner of my living room facing the hill. I belive they were try to get a signal with their WiFi access point with their VAP. When they first had it taped to their flag it was on the back side balcony directly across from my front coner of the living room. They were constanly moving it and try to get it higher. At one point they propped it up on a bucket with a stick and had it level with my balcony. When that didn't work they just left it hanging on the rail, it is still there to this day all faded and torn from weather. It was brand new when they moved in, they were false flagging. I've replaced my router and had technicians out multiple times. The equipment and lines were always fine, I had zero issues before they moved in and approched me for my password. After what I've been reading on this MotoVAP I'm really thinking there is something to this. The signal is stronger than mine in my own apartment, and there is zero reason for it to be around here. The Google search brought up the box I saw taped to the flag and YouTube shows you how to manipulate it to root AT&T 2 Wire routers. I think my security efforts prevented me from being cracked but they could not stop the constant DEAUTH Attacks knocking my router offline. If what I am saying here has any bases then this could be going on nationwide and people are unaware. If they had a weak password then they were probably already infiltrated. This new router seems to be working okay as of now, I have connected several devices and have not had any knock offs yet. There is no name of what type of router it is, it just says AT&T U-Verse on the side. Thank you for your reply and I really hope I'm wrong but I am not imagining what has been happening. AT&T can see all of my disconnects as well as I can when I login to my router. I'm hoping I'm fixed now LOL, until someone finds away around the new technology as they always do.

Message 12 of 18 (61,924 Views)
ACE - Expert

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

I have mine protected by a 63 character string from Steve Gibson's password generator. Smiley LOL

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and 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

*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 18 (61,793 Views)
Community Support
Solution
Accepted by ATTU-verseCare (Community Support)
‎06-22-2016 1:25 PM

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

­

gateway.JPG.png Gateway Reset and Troubleshooting

 

If you have a Red Blinking or Solid Broadband light, resetting the modem and checking cables and connections is recommended:

 

  1. Reset the Modem: Press and hold the reset button located on the rear of the modem for 20 seconds. This may get your services up and working. You can also log into the modem to reset it. Click here for more information on how to reset the modem. 
     
  2. Check the Connections: they can loosen if bumped into. Sometimes cables are unplugged by mistake. Remove all surge protectors, battery units, and other equipment so that there is a direct connection.

vdslcable2.png.jpg

 

Also, please be wary of any change that may have occurred around the time service dropped like: adding new equipment, storms, power loss or something out of the ordinary.

 

­

globe.pngContact Us 

 

If the issue still persists after doing these, please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and 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 me know if you have any other questions or concerns!

 

 

 myattlogo.JPGUsing the myAT&T app

 

If you are having issues with your service, be sure to download the myAT&T app  and go to the "Fix it now! Support tool" and follow the self troubleshooting guides. The tool will begin testing your service and recommend some steps that you can take to restore your connection.

 

 

-ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 14 of 18 (43,951 Views)

Re: NO SERVICE - Blinking Red Service light, Green Broadband light - 3801HGV gateway

AT&T will not help you if this is someone attacking you with deauthorization attacks. I knew exactly who was doing it to me and even law enforcement couldn't do anything without proof. One thing to check is to see if there's a WiFi connection available that the name starts out with MotoVaP and some numbers after it ( example: MotoVaP1234). If you see one of those available then you and your neighbors are most certainly are being targeted. If so see if one of your near by neighbors have a suspicious looking device mounted differently outside, something different than a dish or roof antenna. The VAP or virtual access point is not that large and looks like a small plastic box with a wire running out of it. Look up images of a MotoVaP so you have an idea what to look for. If you see any of these things then at least you know who it is and maybe you will have better luck in your area getting something done about it. There is no residential use for a VAP, other countries use them for Internet access because in those countries Internet is considered a utility. We get our Internet service through private company providers, the only use for these devices are to seek out and establish connection to random WiFi signals. Only professional technicians have any real legitimate use for them. If a neighbor is using one then they are up to no good, for you at least. 
Message 15 of 18 (25,461 Views)
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