Constant service drops to router.....need help please!

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Constant service drops to router.....need help please!

We have had U-verse for at least 4 years now and have loved it up until the last 6 months.  Initially it started with occasional blue screens with the message that the TV service has been lost and to try the below steps, etc.  This went from only occasional to every 5 minutes.  After a few online service chats a multiple resets of the box, gateway and anything else that we could a tech was sent out to fix it.  All new boxes and a router were put in place and a new outlet was installed.  Of course while the tech was here it worked perfect!  Within 15 minutes of leaving the house, guess what....blue screen again.  This time the dropping was not as frequent and we figured we could live with it as it only happened a couple of times a day.  This past week it has started up again to the point where we cannot watch tv or use our wireless without constant interruptions.  When it does stay connected, the content is pixelated and choppy to the point you cannot watch anything!  I have reset the box and the gateway mutiple times and it only helped for about 15 minutes.  I downloaded UV Realtime in the hopes that someone from here can help me on what my next course of action should be.  Here are the screenshots from UV Realtime:

 

Message 1 of 5 (309 Views)
ACE - Master

Re: Constant service drops to router.....need help please!

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can run tests and take the appropriate measures to correct your issues.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 2 of 5 (294 Views)
Employee

Re: Constant service drops to router.....need help please!

Hello Lynneh0106,

I'm sorry about the difficulties you are having to restore your U-verse service after the recent interruptions. I can help you identify the source of trouble and make any arrangements needed to resolve it. Thank you for providing the UV Realtime results, I will be performing additional tests and discuss the results through private messaging to proceed.

SadathCS
ATTU-verse Care

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*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.
Message 3 of 5 (290 Views)
Employee

Re: Constant service drops to router.....need help please!

Sorry this has been an on going experience for the last six months, basically a large number of errors on the line is causing the RG (3801) to reset.
When the RG resets, the broadband service lights go out, resulting in loss of signal error messages you observe. Once the RG is back online good till reset, almost.
As the errors continue, bandwidth is affected resulting in freezing and pixel leading to poor performance.

The issue is not inside based on above screen shots, your vrad out is about 60M, 1300 feet (1M lost per 100 feet) yields 47M max available, your SN of 12 is low for this distance.
Notice raking in graph from about 710 (am radio to 1500 am). Some of these are probably local stations but suspect this frequency range is causing your errors.
This is an outside tech, but a uverse tech will be sent first to verify no issues at home. So what does this tech need to do?
Run a SELT test for possible line issues,if SELT shows problem, call to create ticket for outside lineman (CIM...construction, installation, maintenance)
If SELT does not show any issues then....
1) at NID disconnect IW (inside wiring) attach his meter, verify sync and errors (10 to 15 minutes), if errors existing not inside issue
2) reattach IW at NID
3) go to serving terminal, detach drop, hook up meter on binding posts and monitor for 10-15 minutes,
......if no errors on binding post, issue is with drop...needs replacement
......if errors problem further up, reattach drop.
4) go to SAI (crossbox) detach feed to serving terminal, hook up meter, monitor 10-15 minutes,
......if no errors at SAI, issue is with feed to serving terminal , possible ungrounded wiring in line, or moisture (has it been raining when having issues)
......if errors at SAI, need a port swap.

Upon arrival the tech may want to inspect inside first, ask them to start at NID, if NID is clean (no errors) then OK to check inside, but based on previous techs plus your stats here honestly believe outside and will need an outside tech, so do not feel bad if informed another tech will need to be dispatched.

Also if SELT test shows issue tech should not be there long, if has to do the above testing could easily be 1.5 hours or more, especially if have to climb pole.

Sadath can help in setting up a tech visit, I suspect you know one has to come out, just looking for reassurance. If tech seems unsure, show them this post.

Thanks for posting, hopefully will be resolved soon, please post back on what happens, enjoy.
Employee Contributor*
*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.
Message 4 of 5 (258 Views)
Employee

Re: Constant service drops to router.....need help please!

Hello Lynneh0106,

Just checking in with you to verify the trouble did not return. It seems like we were able to get some good results by isolating components. After isolating a surge protector causing noise on your line and locating the the gateway a few feet away from its original location it seems all errors were eliminated. Please let us know if we can be of further assistance.

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*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.
Message 5 of 5 (187 Views)
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