Losing entire system for short periods

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@don731 wrote:

For the last few weeks, we have been experiencing short outages of our complete system: voice, internet and tv.  These outages last from about one minute to five minutes, and occur irregularly during the day and evening, with no pattern.  We have reset our modem numerous times, but the outages continue. 

 

Any advice before we schedule a service call?  Our 2Wire modem is about 18 months old (number three over a four year period).

 

Cheers,

 

Don in Barrington, IL

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Sounds like the 3801 (I'm assuming) is rebooting, having you download UVRealtime is useless as when the RG reboots it resets everything.

I've had a 3800 for more than 6 years and have had no problems.  To get to the bottom of this, contact ATT Uverse Care on the link in my signature.

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service rebooting problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply.

They can check your system remotely and see what's happening.  Good luck 😉

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
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I Call It Like I See It, Simply a U-verse user, nothing more

Thanks Chris!

I'll give this a try.

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@don731 wrote:

Hello,

 

Looking for any more advice for this problem.  We have gotten a new router from ATT, and they followed up with a service call.  But the total loss of system for 1-2 minutes problem has returned with a vengence.  Happening several times an hour.  Observing the 2Wire router during these outages shows the broadband and service lights blinking green, then returning to steady green.

 

We have made no other changes to our system.  The ATT Uverse tech replaced the wire from the NID to the router, but not sure he did much else.  We have pinged them to set up another service call.

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Now it sounds like a dirty power' or interference problem w/intermittent outages.  'Dirty power' problems are usually solved by a TrippLite Isobar surge protector, some techs carry them on their trucks.

Interference of the VDSL line can be in many forms:

From ScottMac:

Have you notice the occurrances in the context of other events in your home, possibly outside your home, and (really happens) something in a neighbor's house?

A neighbor with a new kilowatt linear for his Ham or CB radio?

Maybe a blinky streetlight?

Any electrically-operated workout gear in your home (or neighbor's)?

Aquariums?

Heating Pads?

Light Dimmers?

Touch-control lamps?

Dusk/Dawn sensors on the porch?

Any new CFL bulbs (OK to be green, as long as you don't watch TV or listen to AM radio ... j/k ...)

From SomeJoe7777:

* Power line interference, such as:
* Fluorescent light ballasts
* High-intensity gas discharge lights like mercury vapor
* Grounding problems, such as improper ground at the NID, the pedestal, etc.
* Electrical system grounding problems, such as improper ground on the RG's outlet, the breaker panel, etc.
* HAM radio broadcasts in the HF band
* AM radio transmissions, such as a nearby radio station

Try to isolate any potential source of these problems and see if you can find one that eliminates the interference.

Good luck 😉

Chris
__________________________________________________________

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

Remote tech found some IPv6 settings that were not correct on the gateway.  Since then, no outages.  We have not been able to correlate the outages with any other event.  Saw something on this board about the power supply (Belkin battery) going bad.  It has not been replaced.  But what I observed during an outage was not a full gateway reset....broadband and service lights were blinking green, then eventually after a couple of minutes came back solid green.  

Well, since Uverse remotely "reset" the IPv6 on the gateway, we've had no outages or reboots. I haven't logged onto the 2Wire to see exactly what they did, so perhaps they just disabled the IPv6. All of this is so strange as our service has been rock solid for almost four years, except for an earlier burned out 2Wire.  

Don in Chicagoland

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@don731 wrote:

Well, since Uverse remotely "reset" the IPv6 on the gateway, we've had no outages or reboots. I haven't logged onto the 2Wire to see exactly what they did, so perhaps they just disabled the IPv6. All of this is so strange as our service has been rock solid for almost four years, except for an earlier burned out 2Wire.  

 

Don in Chicagoland

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Probably did as the IPv6 as it's not so easy to disable on the Moto/Arris RGs, 589, 510.

On 2wire/Pace RGs it's real easy from a webpage in the GUI.

It's been causing problems between the two types, some only have a web browsing problem and disabling IPv6 stops that. 😉

Chris
__________________________________________________________

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

Logged into the 2Wire, and it is disabled.