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Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

Tutor

Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

Wanted to see if anyone out there had some more knowledge than the 7 techs who have been to my house recently trying to repair my issue.

 

Problem: Broadband light constantly goes red or intermittently blinks green disrupting service.

 

Solutions attempted:

#1 The first installer used time warner's COAX because he didn't want to go under the house and a cat5 cable. While this works for some houses it didn't for mine. Problem started 3 days after install. It took them 5 hours to complete the install, they needed to from my house line from 32MB to 25MB.

#2 Second installer complained about the 1st installers "laziness" then went under the house and rewired (taking out splitters) with cat5 cabling. He mentioned that the Cap was at 90 after his install it went down to 75.

#3 Third installer insists lines to the house are good. He called "backup" and had someone go to the hub and twist the pairs further and switched the port. Problem still persists and he ran more cabling throughout the house thinking it could be a bad cable. He tried both RJ11 and RJ45 same result. He then told me that when he moved the RG (wireless modem/router/gateway) to another room he had no trouble. So he ran a cable to another room but low-and-behold the same problem occurred.

 

Today they are sending a "manager" to look at my house.. I really wish they could just tell me "i'm sorry you cannot get uverse" I've been in tech support a long time and just telling a user/customer the truth is the best route. Anyway if someone has some miracle out there or something we can try let me know. 

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Message 1 of 14
Expert

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

Download 2WireRealtime.exe from the link in this post.

 

Post screenshots of the IP/Profile tab and the Bitloading tab.  I'd like to see the numbers that show us what your line looks like.

 

Message 2 of 14
Scholar

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

 My brother had the same problem that you are having after his install in Dec 09. After visits by numerous techs that didn't solve anything AT&T sent out a line tech. (I think that's what he was called) Anyway the line tech told my brother that AT&T would have to rewire the neighborhood because that's where the problem was. After another 3 weeks AT&T did rewire the neighborhood and it solved my brother's problems. All techs before the line tech told him that the neighborhood lines were not the problem. Turns out it was.

 Bob

Message 3 of 14
Tutor

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

Here are the results... they specifically moved me off the 32mb for some problem during the first install....

 

1582i8B94ED143DE371C4

 

1583i1197F619E5D82FF1

Message 4 of 14
Expert

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

OK, cool.  We can't see the pictures yet, the mod has to approve them, but as soon as they're approved I'll look at them and see what's up.

 

Message 5 of 14
Expert

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

OK, your numbers look consistent with being pretty far from the VRAD, so 25 Mbps will be the max profile you'll be able to get.  The line won't support anything higher.

 

The bitloading graph shows some really strong interference in the 600-700 kHz range.  Do you have an AM radio station in that range whose transmitter is really close to you?  Mu hunch is that the station's interference may be to blame for the intermittent disconnects.  If you were on a shorter line, it might not happen, but as far as you are from the VRAD, the whole line just acts like a big antenna.

 

Other possible sources of interference that they and you might look for and try to remove:

 

  • Fluorescent light ballasts, especially if they are starting to go bad (usually they have an audible hum when this starts to happen).
  • Halogen lights or other lights with a solid-state dimmer
  • Street lights can do this as well, they have a ballast also

Other things they can try if they haven't already:

 

 

  • Replace the balun/splitter at the NID.
  • Install or replace the home run from the NID to the RG.
  • Check for proper grounding at the RG outlet, the NID, and the pedestal.

 

Message 6 of 14
Master

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

Excellent info. from SomeJoe.  I might add another possible source of interference......any lamp with the "touch" feature which allows a person to turn them on/off and change brightness just by touching the body of the lamp.  The interference they produce can be present even when the lamp is off.  I know because I've had personal experience with this kind of problem.

The problem with socialism is that you eventually run out of other peoples' money.
.......Margaret Thatcher
Message 7 of 14
Tutor

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

  • Fluorescent light ballasts, especially if they are starting to go bad (usually they have an audible hum when this starts to happen). I have recessed lighting with fluorescent bulbs.
  • Halogen lights or other lights with a solid-state dimmer - none in the house
  • Street lights can do this as well, they have a ballast also - no street lights

Other things they can try if they haven't already:

 

 

  • Replace the balun/splitter at the NID. - not sure if they've done this
  • Install or replace the home run from the NID to the RG. - they've done this 3 times, 1 with coax, 1 rj45, and lastly rj11 cables
  • Check for proper grounding at the RG outlet, the NID, and the pedestal. Outlets are grounded.
A "senior tech" was out yesterday spend another 4 hours at my place. I had a 5 port switch on the RG for my media server setup, anyway he asked me to remove it. I hated to remove it since their RG are stupid and only come with 100mb ports...anyway. I removed it and there are still issues. He tested the outlets for ground which they had, he asked me about lights. He called his manager he is still getting errors on the line and it's "defiantly something in the house". I simply don't by this anymore.

Anyway I can't complain about them not trying, but at this point i'm going to switch out services. I guess Uverse isn't ready for primetime in my area (Sherman Oaks, CA). And i'm not going to be that guy waiting months for service when there are other options (luckily).

SomeJoe I appreciate your incite. 

Message 8 of 14
Master

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

Sorry you are switching services but understand if you can't get an uninterrupted signal.

 

A couple other things you might want to check first and maybe the techs already did this.

- When SomeJoe mentioned the NID should be grounded you can check this yourself by looking at the NID and see if they have a ground wire going to a ground stake with tight connections.

- If there are still coax runs in the house make sure you don't have a bad red splitter labeled 1GHz and they have the good new one (white/silver) labeled 5-1500MHz/GHPNA. Also they should not have the splitter grounded, even though there is a ground wire screw, since this can cause problems.

Often this splitter is located on the outside of the house near the NID.

- If the RG is going through a battery backup bypass it and go directly to the AC outlet with the RG. Sometimes these backups can go bad and cause interference.

- Do you have lights on the outside of the house that are turned on by a light sensor/timer? Have seen these cause interference in a few cases and may try shutting them off.

 

Just some ideas/thoughts and good luck.

 

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 9 of 14
ACE - Master

Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

When I read SomeJoe noted interference in the 600-700 KHz range, I immediately thought of 50 Kw powerhouse KFI.  In reality, their tower is like 25 miles away, near Fullerton.

 

I queried City-Data.com and used Beverly Hills.  Here is the list of strongest AM stations.

 

  • KSPN (710 AM; 50 kW; LOS ANGELES, CA; Owner: KABC-AM RADIO, INC.)
  • KHJ (930 AM; 5 kW; LOS ANGELES, CA; Owner: LBI RADIO LICENSE CORP.)
  • KABC (790 AM; 5 kW; LOS ANGELES, CA; Owner: KABC-AM RADIO, INC.)
  • KBLA (1580 AM; 50 kW; SANTA MONICA, CA)
  • KFWB (980 AM; 50 kW; LOS ANGELES, CA; Owner: INFINITY BROADCASTING OPERATIONS, INC.)
  • KFOX (1650 AM; 10 kW; TORRANCE, CA; Owner: CHAGAL COMMUNICATIONS, INC.)
  • KMPC (1540 AM; 50 kW; LOS ANGELES, CA; Owner: ROSE CITY RADIO CORPORATION)
  • KNX (1070 AM; 50 kW; LOS ANGELES, CA; Owner: INFINITY BROADCASTING OPERATIONS, INC.)
  • KRLA (870 AM; 20 kW; GLENDALE, CA; Owner: NEW INSPIRATION BROADCASTING COMPANY)
  • KXMX (1190 AM; 25 kW; ANAHEIM, CA; Owner: NEW INSPIRATION BROADCASTING COMPANY)
  • KWKW (1330 AM; 5 kW; LOS ANGELES, CA; Owner: LOTUS COMMUNICATIONS CORP.)
  • KLAC (570 AM; 50 kW; LOS ANGELES, CA; Owner: AMFM RADIO LICENSES, L.L.C.)
  • KTYM (1460 AM; 5 kW; INGLEWOOD, CA)


  • Read more: http://www.city-data.com/city/Beverly-Hills-California.html#ixzz0n4ClrW1t

     

    I do not see any AM stations between 600-700 KHz.  What I do see is that it could be a mixing produt and those are buggers to figure out.  i.e. KBLA 1580 might mix with KFWB 980: 1580-980 = 680.  Or it could be something totally unrelated to radio that is interfering with that range (the Electric companies can also help).  A consumer AM radio tuned to 600-700 might show that mixed signal as distorted audio.

     

    I agree with Touch On lamps, I had one that interferred with 580-600, 780-800, 980-1000 and so on, all over my property.

     

    Good luck.

     

     

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    *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 10 of 14
    Contributor

    Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

    Wow, I'm having the same issue you are.  I've had my service for about 3 months now.  The first 2 weeks were great and it's been downhill ever since.  I have had 2 techs for inside my house.  1st one was the initial install, he wanted to put a whole through my wall go he could wire outside...no way...he figured it out.  After the 2 weeks I had NO service at all.  Called again...chatted again...had another tech come out he rewired the house...internet ok not up to the speed it should be...tv still freezing, pixelation, dubbing...have had the outside guys, at least 4, back all last week and now this week.  They have dug up everything they can dig up.  Same issue I'm too far from the box...then why did they sell me the service then.  I asked if other people in the community had service and he said no they were too far from the box on the street.  So Wednesday and Thursday I had NO service at all and I sent an email to one of the managers and he was good enough to contact another tech who is out at the house now.  Seems my internet and my tv are up but neither are in good shape.  So we hate Time Warner and we hate AT&T now where do we go?  Technology is moving way too fast and we just can't keep up.  Do let me know how you make out.  BTW I'm in Apex.

    Message 11 of 14
    Tutor

    Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

    Basically we're right where i started from.

     

    They've been to my place 4 times this week. I give them credit for trying though, a valiant effort.

     

    They replaced the RG (router/modem) and left. Called another outside guy. Service is UP, but at this point i'm just waiting for 1 failure.

     

    They still have no idea what the problem is and errors are still in the line. It depends who comes to the house one guy will say "it's inside" next guy will say "it's outside" etc. I'm pretty much done. They've drilled 4 holes all over the house i've re-filled them with wood filler.

     

    I've already begun pricing some other things in my area when it does fail again.

    Message 12 of 14
    Teacher

    Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

    Well, jahoshpat, I've got to tell you, everything that has happened to you has happened to me. Except I've had 14 tec's at our home so far in the last 30 days!. But here's why I'm still with UVerse (they are trying). I was the first person in our subdivision to get it, the first day it was available. I am in Covington, Louisiana. That was last October 1st. Since then, I did not have a single issue (amazing huh) or problem until April 1st. ( a total of 7 months)  However, now that others are signing up in the neighborhood the service has gone south. In Uverse's defense, I am 4,623 feet (all 14 tec's gave me the same number)  from the VRAD and I am at the end of the block so I shouldn't even be getting any signal. Interestingly, they never told me any of that when I signed up. Now that I've been having problems, they are saying I never should have been granted the service. I told them If they would have told me that to begin with I wouldn't have switched to them!!!!

    More interesting, the last tec left 2 weeks ago and all has been perfect. None of the tecs know why it's now working. By the way, each tec blamed the previous one for not knowing their job, LOL. It's going to be a long learning cure for them before UVerse settles down. When it does work, it is an incredible service. 10 years ago who knew they could push all this data through the same two copper wires I still use today.

    None of this has cost me a cent (except for the inconvenience). They even wired my entire house in cat5 cable to help keep my signal I shouldn't be getting.

    Like you, I have no choice so

      I've already begun pricing some other things in my area when it does fail again too!

    You can't wait for what they say will be available in the future. It's what is available NOW.

    Lastly, all the UVerse people have been working hard to keep me as a customer with no complaints so in appreciation I will be patient while they work on it.

    Good luck in your efforts....

     

     

    Message 13 of 14
    Mentor

    Re: Uverse 2400 feet - Have it for 3 weeks with 7 techs so far...

    By the looks of the hole in the first part of that bits loading graph, it looks to me to be poor bonding and grounding. If they have ran cat5(RJ11) to the Gateway, then when you have them come back out, have them hook their JDSU, or HTT directly to the drop at the NID and when the meter syncs up, have them run a realtime LPA, bits loading test on the broadband tools(BBT). if the graph shows the same v in the graph twords the left, then they need to open a helper ticket with I&M(I&R). Also on your computer go to http://192.168.1.254, and if you can post a pic of the first page. You might have the molokai update. If so and you are on RJ11, I have found a lot of issues resolved by unhooking the gateway, switching the coax splitter for a new one, ground the new one, ether verify that you are not using a 3 prong cord from the gateway/battery backup to the wall. You do not want the ground prong. if it has one, swap it for a 2 prong. 2400 feet is not much at all.

    Message 14 of 14
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