Tutor
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5 Messages
NVG589 spontaneous reboots
Hi -
Last spring I was "upgraded" to an NVG589 when the higher speeds were offered in my area. For the first month we had spontaneous reboots so a tech came out and swapped out router and everything worked great.
However, this past summer I tried to set up my block of ip addresses into the router and had problems. It's been a while so I don't remember why the router wouldn't allow me to enter my info. Anyway, I gave up on that and tried setting up an ip passthrough. Although I got the ip passthrough working ok, my router started to spontaneously reboot at random times. At first I thought it was because it was trying to receive an update, but it became apparent that this was not the case. So I called AT&T and they sent out a tech who swapped my NVG589 with a new one (this is our third one). Everything worked great....until I tried once again to set up an ip passthrough and my block of ip addresses. After doing that, I started to get spontaneous reboots again - on the new router.
I tried resetting the router to factory defaults, but that didn't solve it. It seems like the reboots are getting worse, as over the last few weeks we have been averaging 3 or 4 a week, while today alone I've already had 2.
Has anyone ever experienced anything like this? I am honestly close to being at a loss for words here. This is absurd. I'm trying to use a couple of features that many people in the community seem to be able to use without any problem whatsoever, and yet in my case each and every time results in the router being wrecked to the point where it needs to be swapped out.
So this week I'm too busy to have a tech come out....but let's say I can have one come out tomorrow. I NEED at least an ip passthrough and preferably one router or firewall connected to one of the ip addresses in my block. So what am I supposed to do? EVERYTIME I try to set up ip passthrough or my block of ip addresses I start to suffer from these unrelenting spontaneous And random reboots. So what should I do?
BTW the logs shed no light on the cause..and I get internet, tv and telephone via uverse.
I love uverse, except for a few issues like this. And I don't want to go back to Comcast - it will cost me a fortune to get a block of ip addresses -I will have to subscribe thru their business unit and it will be at least twice as expensive.
Does anyone have any advice here? I'm sorry for ranting but this has been going on for a while and I don't think AT&T has any clue what is causing this, especially since I seem to be the only person complaining of this.
Thanks for listening to this debacle.
Mike
Last spring I was "upgraded" to an NVG589 when the higher speeds were offered in my area. For the first month we had spontaneous reboots so a tech came out and swapped out router and everything worked great.
However, this past summer I tried to set up my block of ip addresses into the router and had problems. It's been a while so I don't remember why the router wouldn't allow me to enter my info. Anyway, I gave up on that and tried setting up an ip passthrough. Although I got the ip passthrough working ok, my router started to spontaneously reboot at random times. At first I thought it was because it was trying to receive an update, but it became apparent that this was not the case. So I called AT&T and they sent out a tech who swapped my NVG589 with a new one (this is our third one). Everything worked great....until I tried once again to set up an ip passthrough and my block of ip addresses. After doing that, I started to get spontaneous reboots again - on the new router.
I tried resetting the router to factory defaults, but that didn't solve it. It seems like the reboots are getting worse, as over the last few weeks we have been averaging 3 or 4 a week, while today alone I've already had 2.
Has anyone ever experienced anything like this? I am honestly close to being at a loss for words here. This is absurd. I'm trying to use a couple of features that many people in the community seem to be able to use without any problem whatsoever, and yet in my case each and every time results in the router being wrecked to the point where it needs to be swapped out.
So this week I'm too busy to have a tech come out....but let's say I can have one come out tomorrow. I NEED at least an ip passthrough and preferably one router or firewall connected to one of the ip addresses in my block. So what am I supposed to do? EVERYTIME I try to set up ip passthrough or my block of ip addresses I start to suffer from these unrelenting spontaneous And random reboots. So what should I do?
BTW the logs shed no light on the cause..and I get internet, tv and telephone via uverse.
I love uverse, except for a few issues like this. And I don't want to go back to Comcast - it will cost me a fortune to get a block of ip addresses -I will have to subscribe thru their business unit and it will be at least twice as expensive.
Does anyone have any advice here? I'm sorry for ranting but this has been going on for a while and I don't think AT&T has any clue what is causing this, especially since I seem to be the only person complaining of this.
Thanks for listening to this debacle.
Mike
mibrnsurg
Expert
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20.4K Messages
10 years ago
@boeckelr2 Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485
Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse NVG589 service problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.
This is not the regular CS/TS 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. Good luck 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or 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
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boeckelr2
Tutor
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5 Messages
10 years ago
Thanks for the link - I sent them a message. But I'm pretty sure the link is for David T, who has been unsuccessfully helping me all summer.
I sent him a message this afternoon after it rebooted for the second time in an hour, and then I sent an almost identical message to the link you posted.
Thanks!
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JefferMC
ACE - Expert
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35.1K Messages
10 years ago
I'm wondering what behavior the NVG 589 could be exhibiting that's causing your router to crash. Have you considered this may be an issue with the router?
[And I'm not saying that it is, but I think it ought to be considered.]
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boeckelr2
Tutor
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5 Messages
10 years ago
I don't think that this is a problem that is specific to *my* router! unless this same problem affected the previous 2 or 3 NVG589s that we received since upgrading our speed.
When we first upgraded we started to get spontaneous random reboots - and that was without me trying to set up an ip passthrough or use my static ip's.
So a tech came and swapped it out. It worked fine whereas the previous one rebooted all the time. However as soon as I set it to be an ip passthrough we stated getting reboots again. Resetting to factory defaults did not stop the reboots.
So I had another tech come out and give us a new box. For a while I did nothing to it other than change the SSID...however as I need to use my static ip addresses, eventually I set them up in the router...and of course we soon began to have random reboots.
I kmow I did nothing wrong in setting up my static ip's as David T from ATT looked at my config remotely and confirmed that not only was it set up,correctly, but that he could not see anything wrong with the router.
Could it be an external problem? Maybe they should try a different line pair? Or card? I'm just trying to think of other things that haven't been mentioned before,..I remember once with DSL there was a short in a card and we would lose connection randomly like this.
All I know is something is making the router reboot all the time. When they check the line it looks great, but I know from experience that there can be fleeting line issues that are difficult to pin down.
So maybe it isn't the router - it only appears to be the router - but instead is a line problem??
Just a theory. But regardless I need to use my static ip addresses...but once I get is fixed or a new router I'm going to be leery that it will trigger another problem.
Thanks for the reply.
Mike
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mibrnsurg
Expert
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20.4K Messages
10 years ago
@boeckelr2 Might it possibly be noisy/dirty power causing reboots since it's done it on a number of NVG589s?
Try a Trip-Lite Isobar surge protector: http://www.tripplite.com/product/Premium-Surge-Protectors/825
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or
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
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0
klepp0906
Mentor
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73 Messages
10 years ago
fwiw im having the same issue. I want to say it started after using fixed IP allocation (not static, still dhcp afaik) and it may just be coincidental but its causing me an unreal amount of stress.
everything drops for a good 5m while im playing an online game, or watching tv... no rhyme or reason - just drops and is down while it reestablishes connection.
Mind you I have had ZERO issues with uverse up until this point which is what leads me to believe it has something to do w/ the few changes i made recently.
Enough to drive me nuts.
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JefferMC
ACE - Expert
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35.1K Messages
10 years ago
Could be a change in outside line conditions. You should look at your Broadband stats on the NVG 589's web page (http://192.168.1.254/ )
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jamesbl
Explorer
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10 Messages
9 years ago
I am having the same issue with the NVG589 restarting spontaneously... It never fails - it will happen during an important football game, family movie, while shows are being recorded... all of which means I have an interruption in service at the worst time.
For me, it's been going on for WELL OVER A YEAR and I have a stack of AT&T sheets that each tech leaves (titled "SERVICE PROMISE" - um yea) after the visit to try to fix this @#%^&! problem...
This is really more of a plea than anything else, but if anyone has any ideas, I'm listening.
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raydragon
Tutor
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4 Messages
9 years ago
I, too, am having the same issues with spontaneous reboots, but I have changed nothing other than the modem access code, SSID and wireless passcode.
Late November. Lost service. Tech came out and said battery needed to be reseated. "If it happens again, just reset (huh?). Then he said to "call me directly".
12/15, 4:10pm. Lost service. No lights other than power and battery. Called previous tech - never returned my call. Called Tech Support. Prem Tech came out following day and said someone cut my line around the corner. I asked how that could be and he laughed and said it happens all the time. Down time: 24 hours.
12/22, 8:00pm. Lost service. Called Tech Support. Prem Tech came out the next morning and said let's swap out the modem. Down time: 14 hours.
12/26, 9:00pm. Lost service. Called Tech Support - he spent the majority of his time explaining I was probably running a torrent, and the modem is set to reboot so as not to slow other computers on the network (huh?). Prem Tech came out next morning and said let's swap the battery. Down time: Two 5 minute periods.
12/28, 7:45pm. Lost service. Called Tech Support - he said it is a fluke (huh?) and to call back if it happens again. Down time: 5 minutes.
Every person has said my line is "perfect" with no errors, and signal to noise spot on. But, the modem either reboots, or flat out just loses service. Every Phone Tech and every Prem Tech contradicts what has been previously said, so I do not have much faith in their ability to resolve this. With GigaPower rolling out in North Raleigh, I really want my current issues resolved before giving AT&T a dime more.
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wvgodley
Contributor
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1 Message
9 years ago
Passthrough mode to Airport Extreme. Works great but NVG589 reboots at random times and I must then restart the NVG589, let it turn completely on, and then reboot the Airport.
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