10-20-2013 7:31 AM
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:
10-20-2013 8:36 AM
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.
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10-20-2013 8:47 AM
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.
10-20-2013 4:06 PM
10-31-2013 1:56 PM
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.