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Posted Jun 6, 2014
9:24:09 PM
low upload speeds and tv signal loss

I recently ordered uverse tv and Internet 25/3 package with a new Motorola NVG589 modem. I have had it for a few months now and the problems keep getting worse. At first my speeds were fine 24.5/3.2mpbs but my tv would lose signal a few times a day for a few minutes then return to normal. i was ok with this but now my speeds are 18/1 mbps on speedtest.net from multiple server tests. i have a cat 5e going to the NID from the modem. i tried my old modem and it is reading the same speeds. also on both modems my info is 

  

 

LineState        Up

Downstream Sync Rate (kbps)           32339

Upstream Sync Rate (kbps)    5041

Downstream Max Attainable Rate (kbps)      58392

Upstream Max Attainable Rate (kbps)           5041

Modulation     VDSL2

Data Path        Interleaved

            Downstream    Upstream

SN Margin (dB)          19.1    0

Line Attenuation (dB)            23.3    0

Output Power(dBm)   14.2    -9.2

Errored Seconds         0          0

Loss of Signal 0          0

Loss of Frame 0          0

FEC Errors      32623  0

CRC Errors     5416    0


sometimes the noise margin would be -1.0 and thats when i would lose broadband service/TV and have tons of errors. before the tv and 25/3 i had no problems with Internet max alone with my old modem. the guy that installed the service said he installed a dry loop since i didnt have phone service. he also said the ground wire was cut to low at the pedestal so he didnt ground the NID. shouldnt i have a potts filter to reduce errors and increase noise margin? issuse with grounding? or is it a problem at the pedestal or vrad box?
 

I recently ordered uverse tv and Internet 25/3 package with a new Motorola NVG589 modem. I have had it for a few months now and the problems keep getting worse. At first my speeds were fine 24.5/3.2mpbs but my tv would lose signal a few times a day for a few minutes then return to normal. i was ok with this but now my speeds are 18/1 mbps on speedtest.net from multiple server tests. i have a cat 5e going to the NID from the modem. i tried my old modem and it is reading the same speeds. also on both modems my info is 

  

 

LineState        Up

Downstream Sync Rate (kbps)           32339

Upstream Sync Rate (kbps)    5041

Downstream Max Attainable Rate (kbps)      58392

Upstream Max Attainable Rate (kbps)           5041

Modulation     VDSL2

Data Path        Interleaved

            Downstream    Upstream

SN Margin (dB)          19.1    0

Line Attenuation (dB)            23.3    0

Output Power(dBm)   14.2    -9.2

Errored Seconds         0          0

Loss of Signal 0          0

Loss of Frame 0          0

FEC Errors      32623  0

CRC Errors     5416    0


sometimes the noise margin would be -1.0 and thats when i would lose broadband service/TV and have tons of errors. before the tv and 25/3 i had no problems with Internet max alone with my old modem. the guy that installed the service said he installed a dry loop since i didnt have phone service. he also said the ground wire was cut to low at the pedestal so he didnt ground the NID. shouldnt i have a potts filter to reduce errors and increase noise margin? issuse with grounding? or is it a problem at the pedestal or vrad box?
 

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Jun 9, 2014 6:20:20 PM
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ACE - Expert

You might want to bring up the TS&R tool and have it waiting for the next time you have an issue.  Then click the test button.

 

You seem to have an intermittent problem, which can often be things like streetlights, HVAC, treadmills that turn on only at certain times or periodically.  Could also be moisture in a terminal block, or a bad card.

 

*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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low upload speeds and tv signal loss

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Jun 7, 2014 11:22:58 AM
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Log into your account go to myATT.com/ufix download the troubleshoot and resolve app and other app. When you run the apps will test your system problem found can get ticket created for tech dispatch. Should help in faster response than calling for support.

Once tech in site will be able to conduct more testing to discover problem.
if no pots phones no need for splitter filter. If grounding issue tech should ground.
Log into your account go to myATT.com/ufix download the troubleshoot and resolve app and other app. When you run the apps will test your system problem found can get ticket created for tech dispatch. Should help in faster response than calling for support.

Once tech in site will be able to conduct more testing to discover problem.
if no pots phones no need for splitter filter. If grounding issue tech should ground.
*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.

Re: low upload speeds and tv signal loss

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Jun 7, 2014 11:17:31 PM
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ok thank you very much! 

ok thank you very much! 

Re: low upload speeds and tv signal loss

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Jun 7, 2014 11:23:39 PM
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I just ran the test and it said no service problems were found.. i guess i will have a tech come out asap. i still have 1 upload speed and the tv went out 2 times in the morning. thank you

I just ran the test and it said no service problems were found.. i guess i will have a tech come out asap. i still have 1 upload speed and the tv went out 2 times in the morning. thank you

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Jun 9, 2014 5:58:59 PM
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Normal stats when everything ok

LineStats Up
Downstream Sync Rate (kbps) 32339
Upstream Sync Rate (kbps) 5041
Downstream Max Attainable Rate (kbps) 59392
Upstream Max Attainable Rate (kbps) 5041
Modulation VDSL2
Data Path Interleaved
Downstream Upstream
SN Margin (dB) 19.6 0
Line Attenuation (dB) 22.3 0
Output Power(dBm) 14.2 -9.2
Errored Seconds 0 0
Loss of Signal 0 0
Loss of Frame 0 0
FEC Errors 0 0
CRC Errors 0 0


in the morning lose broadband service stats

Line State Up
Downstream Sync Rate (kbps) 32340
Upstream Sync Rate (kbps) 2230
Downstream Max Attainable Rate (kbps) 56996
Upstream Max Attainable Rate (kbps) 2230
Modulation VDSL2
Data Path Interleaved
Downstream Upstream
SN Margin (dB) 21.6 0
Line Attenuation (dB) 27.8 0
Output Power(dBm) 14.2 -4.4
Errored Seconds 21877 0
Loss of Signal 0 0
Loss of Frame 0 0
FEC Errors 147492236 0
CRC Errors 108869 0


could this be a ground issue? or RG issue? or also maybe a vrad dslam faulty card issue?
Normal stats when everything ok

LineStats Up
Downstream Sync Rate (kbps) 32339
Upstream Sync Rate (kbps) 5041
Downstream Max Attainable Rate (kbps) 59392
Upstream Max Attainable Rate (kbps) 5041
Modulation VDSL2
Data Path Interleaved
Downstream Upstream
SN Margin (dB) 19.6 0
Line Attenuation (dB) 22.3 0
Output Power(dBm) 14.2 -9.2
Errored Seconds 0 0
Loss of Signal 0 0
Loss of Frame 0 0
FEC Errors 0 0
CRC Errors 0 0


in the morning lose broadband service stats

Line State Up
Downstream Sync Rate (kbps) 32340
Upstream Sync Rate (kbps) 2230
Downstream Max Attainable Rate (kbps) 56996
Upstream Max Attainable Rate (kbps) 2230
Modulation VDSL2
Data Path Interleaved
Downstream Upstream
SN Margin (dB) 21.6 0
Line Attenuation (dB) 27.8 0
Output Power(dBm) 14.2 -4.4
Errored Seconds 21877 0
Loss of Signal 0 0
Loss of Frame 0 0
FEC Errors 147492236 0
CRC Errors 108869 0


could this be a ground issue? or RG issue? or also maybe a vrad dslam faulty card issue?

Re: low upload speeds and tv signal loss

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Jun 9, 2014 6:20:20 PM
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ACE - Expert

You might want to bring up the TS&R tool and have it waiting for the next time you have an issue.  Then click the test button.

 

You seem to have an intermittent problem, which can often be things like streetlights, HVAC, treadmills that turn on only at certain times or periodically.  Could also be moisture in a terminal block, or a bad card.

 

You might want to bring up the TS&R tool and have it waiting for the next time you have an issue.  Then click the test button.

 

You seem to have an intermittent problem, which can often be things like streetlights, HVAC, treadmills that turn on only at certain times or periodically.  Could also be moisture in a terminal block, or a bad card.

 

*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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Jun 9, 2014 9:38:15 PM
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ok thanks

ok thanks

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Jun 10, 2014 7:58:03 AM
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well i never had an intermittent problem but i wrapped my NID with aluminum foil and some electric conduit that was by my ethernet cable last night but still had the same problem in the morning. it must be a terminal block with moisture or a bad card. thank you for narrowing it down. 

well i never had an intermittent problem but i wrapped my NID with aluminum foil and some electric conduit that was by my ethernet cable last night but still had the same problem in the morning. it must be a terminal block with moisture or a bad card. thank you for narrowing it down. 

Re: low upload speeds and tv signal loss

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Jun 11, 2014 8:38:19 PM
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well i guess the problem was at the vrad and i was able to upgrade to uverse power. At&t are the best thank you

 

 

DSL Status

 

                                                                         Line 1                                     Line 2

Line State                                                         Up                                          Up

Downstream Sync Rate (kbps)                       27912                                     27305

Upstream Sync Rate (kbps)                            3040                                       3040

Downstream Max Attainable Rate (kbps)        65160                                     55812

Upstream Max Attainable Rate (kbps)             13887                                     11970

Modulation                                                        VDSL2                                   VDSL2

Data Path                                                         Interleaved                              Interleaved

                                             Downstream    Upstream         Downstream    Upstream

SN Margin (dB)                           24.9                28.5                     20.4             25.6

Line Attenuation (dB)                  21.8                14.1                     22.3             13.7

Output Power(dBm)                   14.5                -7.0                      14.5             -7.0

Errored Seconds                             0                   0                            0                  0

Loss of Signal                                  0                   0                            0                  0

Loss of Frame                                 0                    0                            0                  0

FEC Errors                                      0                    0                            0                  0

CRC Errors                                     0                    0                            0                  0

Aggregated Information     

Bonded Downstream Rate                   55217

Bonded Upstream Rate                        6080

well i guess the problem was at the vrad and i was able to upgrade to uverse power. At&t are the best thank you

 

 

DSL Status

 

                                                                         Line 1                                     Line 2

Line State                                                         Up                                          Up

Downstream Sync Rate (kbps)                       27912                                     27305

Upstream Sync Rate (kbps)                            3040                                       3040

Downstream Max Attainable Rate (kbps)        65160                                     55812

Upstream Max Attainable Rate (kbps)             13887                                     11970

Modulation                                                        VDSL2                                   VDSL2

Data Path                                                         Interleaved                              Interleaved

                                             Downstream    Upstream         Downstream    Upstream

SN Margin (dB)                           24.9                28.5                     20.4             25.6

Line Attenuation (dB)                  21.8                14.1                     22.3             13.7

Output Power(dBm)                   14.5                -7.0                      14.5             -7.0

Errored Seconds                             0                   0                            0                  0

Loss of Signal                                  0                   0                            0                  0

Loss of Frame                                 0                    0                            0                  0

FEC Errors                                      0                    0                            0                  0

CRC Errors                                     0                    0                            0                  0

Aggregated Information     

Bonded Downstream Rate                   55217

Bonded Upstream Rate                        6080

Re: low upload speeds and tv signal loss

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