What is wrong with this equipment...

Mentor

What is wrong with this equipment...

In general,  we have been happy with Uverse.  Unfortunately,  we have a problem with they can not seem to fix.  first of all,  I think the equipment, in general, is marginal at best.  Having the service for about a year now we have had the RG replaced, the DVR replaced and both the the RT replaced.  After all of that,  there is still a problem.  When we try and watch a recorded program via the RT in the bedroom,  it freezes.  It will freeze and then play, freeze and play, absolutely unwatchable.

Had a tech come out a couple of weeks ago.  His solution was to replace the RT upstairs,  claiming that it was sending out a lot of errors and that was causing the problem.  He replaced the RT with a new one (rather than the refurb crap we had been stuck with before).  Well  a couple days later,  the problem returns.  Having another tech come out tomorrow.  I told them I want new units and not refurbs.  With over 10 tech visits in the last year,  I'd have to think that connections are good,  I'm thinking it must be the **bleep** units.

This will be the last straw.  If they can't fix it this time,  it will be time to change service.  We had Dish for 10+ years and never had a problem.  Changed to Uverse for the cost advantage,  but the equipment apparently sucks.

I do give them a lot of credit for Customer Service though.  They have always been quick to react and I've even had techs out here on a Sunday.  They could save a ton of money if they had equipment that was somewhat reliable.

Message 1 of 26 (1,185 Views)
Tutor

Re: What is wrong with this equipment...

I found that using a NetGear USB wireless card in my desktop was unreliable.  I replaced it with an internal LinkSys IDE card, extended cable, and larger antenna solved my problem.  Fast and 5x5 signal!

Message 16 of 26 (1,165 Views)
Mentor

Re: What is wrong with this equipment...

Crap the new one re-booted on me again, otherwise it has been relatively stable.  I have had a couple of recordings that freeze fro a couple seconds when I am watching them.  The reboots have occurred when I am doing something.  Both times it has been when I am trying to bring up a recorded program.  I'll select the program, hit watch, it will freeze for a moment, then reboot.  It also has kind of stalled for a bit when I delete a recorded program.  The prior DVR wold just reboot at random occasions.  It sounds like ANOTHER bad DVR.  Any thoughts...

Message 17 of 26 (1,165 Views)
Scholar

Re: What is wrong with this equipment...

When I had my DVR replaced a couple of weeks ago the Tech made a comment that they sure have to replace a lot of DVRs because their reliability(Motorola in my area) is crap.

Message 18 of 26 (1,165 Views)
ACE - Expert

Re: What is wrong with this equipment...

My VIP 1216's been just fine for 2+ years. :smileyvery-happy:


Chris

_______________________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
1-866-465-1496 for direct TS to avoid Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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 19 of 26 (1,165 Views)
Scholar

Re: What is wrong with this equipment...

1.Are all of the STB's connected to the RG via CAT5 cabling now?

2. Do you have any other Ethernet Switches or hubs between the RG and STB's? If so what brand is it:?

3. If you have a Ethernet Network active download Wireshark from www. wireshark.org and do a network capture of the traffic. You should be able to decipher the broadcast communication that is occurring between all of the devices. If you are attempting to isolate a single device you will need a managed switch that supports port mirroring.

 

I have had UVERSE since January 2008 and have not had any major problems. I have one DVR STB and two standard STB's installed (Motorola Brand) and have a complete CAT5 installation. I even have a direct CAT5 cable to the outside NID. The only interface I have running on the RG is the Ethernet Interface. I have turned off the coax interface because it is not utilized.

Message 20 of 26 (1,165 Views)
Mentor

Re: What is wrong with this equipment...

No,   the STB upstairs is still connected via COAX.  That is never used,  I am going to disconnect it and return it.  If Uverse needs to have everything connected via CAT5 to work,  then that is what thy should do when they install it.  The **bleep** thing re-booted again last night and then again this morning.  I hate to go through the hassle of changing services, but with this crappy equipment/installation they do not leave someone much choice.

 

To those who have not had any problems,  I guess  you are the lucky ones.  The last tech that was out here told me that they had a big meeting with a regional VP earlier that day that told them that, due to the amount of problems they have with the DVRs,  they are changing their refurbishment policy.  The old process was they would scrap a system after it had been refurbed 7 times, thats right 7!  The new policy is to scrap them after 3.  That pretty much sums up the quality of these systems.

 

It used to be I could go a month or 2 after the came out and "fixed" things,  now it is down to about a week.  

Message 21 of 26 (1,023 Views)
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Mentor

Re: What is wrong with this equipment...

Well, I guess I am a glutton for punishment.  I just got off the phone with a tech, and have a tech scheduled to come out tomorrow and replace the DVR again.  Apparently I have the newer Motorolla DVR (larger HD) which he says they have not had many problems with (guess I am just unlucky).  This will be my 4th DVR in the year I have had the service,  but only my second of the newer version. :smileyhappy:  I asked if I could get a Cisco DVR and get rid of this Motorolla crap,  but was told that Cisco DVRs are not available in Texas.  Once again,  we will see how this goes.  I really hate to hassle with changing services,  but if this flakes out,  I'll go back to dish.  They don't really give you much of an option.

 

I have to comment again on the quality of the customer service.  They are always quick to respond (tech will be here tomorrow morning),  but then with this crappy equipment,  if they also had bad  customer service they would not have any customers.

Message 22 of 26 (1,023 Views)
ACE - Expert

Re: What is wrong with this equipment...

I had the same sort of experience with my DVR rebooting when I tried to do something with the remote control.  At that time I was also having loads of problems with the remote control working when more than 5 feet from the DVR.  When I corrected the IR interference problem which allowed the remote to work out to 15 to 20 feet (or more), the reboots stopped as well.

 

Just wondering if you may have an undiagnosed IR-interference problem here?

 

*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 23 of 26 (1,023 Views)
Mentor

Re: What is wrong with this equipment...

 


JefferMC wrote:

 

Just wondering if you may have an undiagnosed IR-interference problem here?

 



 

Mmm,  well I don't think so.  The remote appears to work fine and I have never had problems with any remotes before.  What would cause IR interference?

 

 

Message 24 of 26 (1,023 Views)
Mentor

Re: What is wrong with this equipment...

The tech came out and replaced the DVR.  When he was done,  he told me he was going to talk to his manager to get his opinion of the situation.  He called back about an hour later to see if was OK to come out again with another tech to check out the lines.  What they did:

- He checked the redid the ground at the NID.  He also grounded the filter at the NID.  They said for a while they told the techs not to ground the filter,  now they have switched to grounding everything.

- Removed an S-Video cable I had going from the DVR to my reciever.  This must have been a hold over from my Dish days at the DVR goes directly to the TV via HDMI.  I used the S-Video so I could get analog video to the receiver and record stuff on a VCR,  but I can't remember the last time I did that. :smileyhappy:

- Ran a check on the remaining COAX cable I had running upstairs.  They have some new test machine and that line failed badly, a lot of noise.  According to them,  that was most likely the cause of the problems.  It was a very long COAX run,  they think that there may be a nick in the cable somewhere and it was basically acting like a big antenna, creating interference.

- They also checked all of the electrical connections.

 

     So now we will see.  I am happy that they took the time to check everything rather than just replacing components.  With all of the techs I've had out here,  I'd think that someone should have done that before,  especially the grounding in the NID.  Hope this does it...

Message 25 of 26 (1,023 Views)
Expert

Re: What is wrong with this equipment...

You have been through a lot!  Hopefully, they have it fixed for good this time!

Message 26 of 26 (1,023 Views)
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