Ongoing Uverse Service Issues: UVRealtime pics

Tutor

Ongoing Uverse Service Issues: UVRealtime pics

Hi,

I have been a customer with ATT Uverse for about 5 years and we continue to have issues.  Finally about 5 months ago, we somehow got a technicial who took pity on us and made some adjustments that made our service work better (not 100% but more like 90%).

 

Anyways, he told us we have an electrical noise problem.  We have tried to locate the source with an am radio but can't seem to locate the issue. All of the outlets test ok according to the outlet meter. There's a little noise everywhere but we can't locate the source.

 

Here are some UVrealtime screenshots.  Any advice appreciated.  Please let me know if you see anything other than a noise issue as well.

 

Btw, we have the cable really on one cable from the TV and router to the cable input area (sorry for my bad terminology)

 

We have two surge protectors:  one tripplite and one non tripp lite.Stats-2014-03-10-20-21-14.png

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Message 1 of 17
Employee

Re: Ongoing Uverse Service Issues: UVRealtime pics

There is a dip in the 300-550khz range, too low for AM radio interference.

With the number of reboots (retrains), appears fairly regular.
First recommend disconnecting all TVs and equipment from RG, no hardwired into yellow ports, no coax TVs.
Monitor for some hours to see if keeps resetting, this may be good to do at bedtime, unplug all ports,take reading, take another reading when awake before hooking up equipment.

If not reboots, issue most likely voltage back feeding from piece of equipment...some TVs produce voltage that feeds back into cables to receiver, receiver to RG, after a lot of errors RG reboots. There is a grounding devices attach to coax out of tvto electric ground of wall, not to a strip.

If continued rebooting with equipment disconnected, leave equipment disconnected, use a UPS on battery only, not plugged in to see if errors continue with rebooting.
No reboots, house power, get a electrician involved.
Continued reboots signal to RG.

Move RG and freshly charged UPS to NID, plug in, take readings, check after couple hours, still taking errors outside issue from non grounded NID, back.
If no issues, then something with house wiring, install new cat5 home run, avoiding all lights and electrical areas as much as possible.

Other possible causes.... http://adslm.dohrenburg.net/troubleshoot/interference.php
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 2 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

If not reboots, issue most likely voltage back feeding from piece of equipment...some TVs produce voltage that feeds back into cables to receiver, receiver to RG, after a lot of errors RG reboots. There is a grounding devices attach to coax out of tvto electric ground of wall, not to a strip.

 


It's been two hours and there haven't been any resets so it looks like there's voltage coming from the TV.  What are some remedies for this?

 

I read my home inspection report from 5 years ago and it indicated the house was grounded BUT it indicates there's a broken outlet upstairs..  Not sure if that will be a solution but we'll try it. We only tried the outlets downstairs.  

 

Any other remedies? 

Message 3 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

Are you saying in your post that we should plug the tv into the wall rather than to a strip?
Message 4 of 17
Employee

Re: Ongoing Uverse Service Issues: UVRealtime pics

If suspect TV voltage back feed try using a non contact vo,stage detector on back of TV.
http://www.youtube.com/watch?v=ZUw79RJMj-g&feature=youtube_gdata_player

Depending on features $15-$25 seems Ace Hardware has the Sperry shown.

If identify the TV set, will need a small section of coax cable (6 feet) and a grounding device, will try to post later with name.
Attach one end of coax to TV the other to grounding block, plug the block into wall outlet.
May want to purchase little 3 prong tester to verify outlet is grounded.
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 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

We're fairly certain it's the TV.   The outlet itself is grounded.

 

It would be great to get a name to that grounding device.

Message 6 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

We thought it was the TV but it wasn't.  We have:

 

 

1.  Turned the tv off and disconnected=errors

2.  Connected to the battery=errors

 

We did disconnect a Sprint Airwave (makes a cell tower in the house because our Sprint signal is terrible). So far so decent. There were 7000 corrected blocks but otherwise there really haven't been any errors.  Will monitor this for a while.

 

 

Message 7 of 17
Highlighted
Employee

Re: Ongoing Uverse Service Issues: UVRealtime pics

Good to hear still being a detective, for sake of completeness from my earlier post.
The TII 442 grounding module and 442C (coax)

http://www.comm-omni.com/tii/tii442.htm

Modern equipment does not have metal chassis, therefore no 3 prong outlets. But that does not mean a voltage cannot exist that will follow path of least resistance such as copper found in all Ethernet or coax cables.

A voltage detector around back of TV (see earlier post) will help to identify if voltage exists.
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 8 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

My husband works with electricity for the Navy (though completely different) and these were his findings:

 

To recap, here are the steps that we have taken to this point:

 

1. Our television has hot, neutral and ground prongs on the plug and I have been unable to identify any stray voltages (24V) or less other than when in the proximity of the power plug.I checked all the HDMI (even replaced with component cables) cables connected at the rear of the TV.

 

2. We disconnected all CAT5 cables from the back of the RG and the failures persisted

 

3. We placed the RG on UPS (UPS not connected to 120V) and the failures persisted

 

4. I checked the ground bar in the junction box where service enters the residence and found no abnormalities (0 OHMS from the bar to ground)

 

5 Installed an additional ground bar in the coax supply in the residence to the RG and routed the ground to a known good receptacle ground

 

6.  All power outlets in house have tested grounded

 

7. We have eliminated power to nearly all the electrical equipment in and around the RG (surround sound system, UVERSE cable WIFI, AIRAVE, DVD player, printer on WIFI, XBOX and WII) and have not seen a change in the failures.

 

8. Conducted voltage measurements on COAX cable at the RG to ground on a nearby receptacle and found no AC voltage.

 

Anymore ideas?

Message 9 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

Would it help to change the channel on my RG?  It's on channel 5, I believe.

It looks like it's on auto and the channel was chosen...

 

Message 10 of 17
ACE - Expert

Re: Ongoing Uverse Service Issues: UVRealtime pics

Sounds like you have covered the waterfront without success, How about something hard wired and critical to life, such as furnace (high efficient gas furnace is known offender or water pump. Can you turn off either for a short period, as a test?

 

Another thought - HAM or amatuer radio operator in neighborhood - all the way to the VRAD, which leads to problem with electric lighting on the street??

*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 11 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

We really have.  Next, we're going to hook up the cable box and computer to the cable right where it meets the house to disqualify interior electrical noise.  

 

Then, we'll go circuit breaker to circuit breaker to see if we can narrow something down. We did this earlier and it excluded the furnace.  We'll be trying it again.  How would we detect a ham radio in our neighborhood?

 

Then, we'll have a electrician come out to double check everything. 

 

Here are updated screenshots.  We only have the modem, dvr and tv hooked up:march 18.pngmarch18.2.pngmarch18.png

 

 

Message 12 of 17
ACE - Expert

Re: Ongoing Uverse Service Issues: UVRealtime pics

Intdesr - RE: How would we detect a ham radio in our neighborhood?

Might have a very large antenna on top of a very tall mast. You could ask others. Have you asked if anyone else is having U-verse problems?

Some states issue special license plates like - K1 (lightening bolt) abc
*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 13 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

Should we call Uverse tech support and have them come out to make sure there isn't an external problem?
Message 14 of 17
Tutor

Re: Ongoing Uverse Service Issues: UVRealtime pics

Results when modem is plugged into the cable that comes into the house and then ethernet from laptop plugged into modem:

Problem suggests an EXTERIOR problem.  

Contacting Uverse for technical support

 

We'll keep an eye out for Ham radio equipmentOutsideerror table.png

Message 15 of 17
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