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Posted Nov 18, 2011
7:28:55 AM
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This doesn't look right

I have been having some picture freeze and pixelation at times lately, so I took a look at my Realtime stats and I don't know much about what it all means but even I know something is not right.

 

 

A little background, I just had my RG replaced a few weeks ago when the old RG(3800) went bad after 2 1/2 years of no problems. ATT sent out  the new RG 3801 and that's when I started having problems.

 

One thing that I noticed on the "IP/Profile" was that my Max Rate(was 35,000) is much lower now then before and the "Dist. of Vrad"  is much higher(was 1800'). Also my old "Error Table" was pretty clean.

 

I also know that ATT was working in the neighborhood on the lines and at the VRAD just after I had my RG replaced so I don't know if they did something to my line or not.

 

I have not called TS yet because it is a dreaded path which I found when my service was out trying to get the RG replaced.

 

I'm not sure if I have a line problem or there is something in my house causing the problem so  I'm  asking here first and then I will send an e-mail to David.

 

Jeff

 

I have been having some picture freeze and pixelation at times lately, so I took a look at my Realtime stats and I don't know much about what it all means but even I know something is not right.

 

 

A little background, I just had my RG replaced a few weeks ago when the old RG(3800) went bad after 2 1/2 years of no problems. ATT sent out  the new RG 3801 and that's when I started having problems.

 

One thing that I noticed on the "IP/Profile" was that my Max Rate(was 35,000) is much lower now then before and the "Dist. of Vrad"  is much higher(was 1800'). Also my old "Error Table" was pretty clean.

 

I also know that ATT was working in the neighborhood on the lines and at the VRAD just after I had my RG replaced so I don't know if they did something to my line or not.

 

I have not called TS yet because it is a dreaded path which I found when my service was out trying to get the RG replaced.

 

I'm not sure if I have a line problem or there is something in my house causing the problem so  I'm  asking here first and then I will send an e-mail to David.

 

Jeff

 

*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.
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Nov 22, 2011 8:37:02 AM
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ACE - Guru

Back up and running!!

 

An ATT (lineman) came out yesturday afternoon, he was here when I got home for work. Said that he replaced the line from the pole to my house and also there was a problem down the line from the pole. As I mentioned inmy first post that recently ATT was doing work in the area and he said one of my wires must of got nicked which was the main problem. So thing are know back to working Smiley Very Happy

 

Here are my new stats

 

Now for my other issue, my DVR which since friday has not worked(lost recordings, not recording and flashing record light). I called this morning and after resets and they are sending me a new DVR. 

 

After dealing with tech support on numerous occasions over that last week the longest  I was on the phone for one call was 45 mins. which was this morning. My experience have been a little painful but nothing to complain about.

*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.
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This doesn't look right

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Nov 18, 2011 8:37:26 AM
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ACE - Expert

It isni't right.  Call TS using the phone number in my sig and ask the csr to run a test on your services.  When they see the errors request that a tech be sent out to check your services at your home.

It isni't right.  Call TS using the phone number in my sig and ask the csr to run a test on your services.  When they see the errors request that a tech be sent out to check your services at your home.

*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.

Re: This doesn't look right

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Nov 18, 2011 10:21:20 AM
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Edited by texasguy37 on Nov 18, 2011 at 10:57:24 AM

I also received a new 3801HGV a few weeks ago.  One thing that I notice on your screenshot is that your firmware is different than the one that I have.  My firmware version is 6.3.7.40.

 

Why don't you try doing a factory reset on your RG by holding down the Rest button for about 30 seconds then releasing it.  Of course you will have to re-set up any customized changes that you have made.

I also received a new 3801HGV a few weeks ago.  One thing that I notice on your screenshot is that your firmware is different than the one that I have.  My firmware version is 6.3.7.40.

 

Why don't you try doing a factory reset on your RG by holding down the Rest button for about 30 seconds then releasing it.  Of course you will have to re-set up any customized changes that you have made.

*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.

Re: This doesn't look right

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Nov 18, 2011 10:23:06 AM
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Jeff:  My understanding about using David's group from their guidelines are that  they need an exisiting case number  before they can act, and I believe this requires you to report the problem to TS, which generates the case number..

Jeff:  My understanding about using David's group from their guidelines are that  they need an exisiting case number  before they can act, and I believe this requires you to report the problem to TS, which generates the case number..

Re: This doesn't look right

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Nov 18, 2011 10:25:13 AM
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ACE - Expert
Edited by texasguy37 on Nov 18, 2011 at 10:27:05 AM

Shyster951 wrote:

 

Jeff:  My understanding about using David's group from their guidelines are that  they need an exisiting case number  before they can act, and I believe this requires you to report the problem to TS, which generates the case number..


True.  David's group does want you go give Technical Support a change to succeed or fail at resolving your problem before contacting that group.

 

Having the actual case number is good, but not necessary because his group will access your account to see the service history.


Shyster951 wrote:

 

Jeff:  My understanding about using David's group from their guidelines are that  they need an exisiting case number  before they can act, and I believe this requires you to report the problem to TS, which generates the case number..


True.  David's group does want you go give Technical Support a change to succeed or fail at resolving your problem before contacting that group.

 

Having the actual case number is good, but not necessary because his group will access your account to see the service history.

*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.

Re: This doesn't look right

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Nov 18, 2011 10:47:33 AM
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ACE - Guru

texasguy37 wrote:

I also received a new 3801HGV a few weeks ago.  On thing that notice on your screenshot is that your firmware is different than the one that I have.  My firmware version is 6.3.7.40.

 

Why don't you try doing a factory reset on your RG by holding down the Rest button for about 30 seconds then releasing it.  Of course you will have to re-set up any customized changes that you have made.



Thanks for the idea, I will try it when I get home and will report back.


texasguy37 wrote:

I also received a new 3801HGV a few weeks ago.  On thing that notice on your screenshot is that your firmware is different than the one that I have.  My firmware version is 6.3.7.40.

 

Why don't you try doing a factory reset on your RG by holding down the Rest button for about 30 seconds then releasing it.  Of course you will have to re-set up any customized changes that you have made.



Thanks for the idea, I will try it when I get home and will report back.

*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.

Re: This doesn't look right

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Nov 18, 2011 1:58:25 PM
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If that doesn't work, I'd have then change the RG out again. Firmware 6.3.5.19 hasn't been a valid firmware version for the 3801HGV for several months, which means that modem didn't update when it was supposed to, and it got recycled to you from the previous customer. Thus, I deduce that there's something wrong with it.
If that doesn't work, I'd have then change the RG out again. Firmware 6.3.5.19 hasn't been a valid firmware version for the 3801HGV for several months, which means that modem didn't update when it was supposed to, and it got recycled to you from the previous customer. Thus, I deduce that there's something wrong with it.

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Nov 18, 2011 5:17:57 PM
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ACE - Guru

Well after a couple of attempts of pushing and holding in the Reset I got the firmware to update but still having problems.

 

 

 

Well I will give TS a call and see what they come up with.

 

Thanks for the help.

Well after a couple of attempts of pushing and holding in the Reset I got the firmware to update but still having problems.

 

 

 

Well I will give TS a call and see what they come up with.

 

Thanks for the help.

*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.

Re: This doesn't look right

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Nov 18, 2011 5:20:45 PM
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ACE - Expert

You definitely have some issues.  Your Max Rate is less than the profile that you are on.

You definitely have some issues.  Your Max Rate is less than the profile that you are on.

*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.

Re: This doesn't look right

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Nov 21, 2011 7:56:24 AM
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Update:

 

I didn't have a chance to call TS over the weekend so I called this morning(8:05).

 

The automated system ran a check on my line which came back with a problem on the outside line.

The system set up a tech visit sometime today before 8pm and that I would not have to be home so I will see what happens.

 

Also this weekend the DVR started having problems, all recording were gone and the red recording light was blinking and nothing was getting recorded.

So after my appointment was set up I then told the automated system I wanted to talk to TS and was then transferred to them.

I asked about the DVR and was told that it might have something to do with the outside line, so once the line is fixed and if the DVR is still not working to call back.

 

Total time on the phone 15 min.

 

Update:

 

I didn't have a chance to call TS over the weekend so I called this morning(8:05).

 

The automated system ran a check on my line which came back with a problem on the outside line.

The system set up a tech visit sometime today before 8pm and that I would not have to be home so I will see what happens.

 

Also this weekend the DVR started having problems, all recording were gone and the red recording light was blinking and nothing was getting recorded.

So after my appointment was set up I then told the automated system I wanted to talk to TS and was then transferred to them.

I asked about the DVR and was told that it might have something to do with the outside line, so once the line is fixed and if the DVR is still not working to call back.

 

Total time on the phone 15 min.

 

*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.

Re: This doesn't look right

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Nov 22, 2011 8:37:02 AM
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ACE - Guru

Back up and running!!

 

An ATT (lineman) came out yesturday afternoon, he was here when I got home for work. Said that he replaced the line from the pole to my house and also there was a problem down the line from the pole. As I mentioned inmy first post that recently ATT was doing work in the area and he said one of my wires must of got nicked which was the main problem. So thing are know back to working Smiley Very Happy

 

Here are my new stats

 

Now for my other issue, my DVR which since friday has not worked(lost recordings, not recording and flashing record light). I called this morning and after resets and they are sending me a new DVR. 

 

After dealing with tech support on numerous occasions over that last week the longest  I was on the phone for one call was 45 mins. which was this morning. My experience have been a little painful but nothing to complain about.

Back up and running!!

 

An ATT (lineman) came out yesturday afternoon, he was here when I got home for work. Said that he replaced the line from the pole to my house and also there was a problem down the line from the pole. As I mentioned inmy first post that recently ATT was doing work in the area and he said one of my wires must of got nicked which was the main problem. So thing are know back to working Smiley Very Happy

 

Here are my new stats

 

Now for my other issue, my DVR which since friday has not worked(lost recordings, not recording and flashing record light). I called this morning and after resets and they are sending me a new DVR. 

 

After dealing with tech support on numerous occasions over that last week the longest  I was on the phone for one call was 45 mins. which was this morning. My experience have been a little painful but nothing to complain about.

*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.

Re: This doesn't look right

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Nov 22, 2011 8:40:44 AM
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ACE - Expert

Thanks for the update!  Your stats look much better!

 

With your current Max Rate, you should call Tech Support to request to be placed on the 32/5 line profile and the 4 HD video profile.

Thanks for the update!  Your stats look much better!

 

With your current Max Rate, you should call Tech Support to request to be placed on the 32/5 line profile and the 4 HD video profile.

*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.

Re: This doesn't look right

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