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Power Supply

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Power Supply

I am having problem with the power to my gateway modem on the exterior of my house. According to the technicians it is dropping power intermittently.  They have replaced both the power supply with the battery backup and the modem a number of times. They then said it was a problem with the house electrical wiring. They refused to send a service technician to the house until an electrician checked the wiring.

The electrician first checked the grounding and found no problem. The then put a meter on the electrical system to monitor the voltage. This was done at the same time the modem was working. The modem lost power for a fraction of a section causing it to need to reboot. When this took place there was no drop in the voltage on that circuit. The electrician then took and plugged the power supply for the modem into the electrical service for the house next door. While being supplied with electricity from the neighbor’s house the modem again lost power. This is a completely different source of power. The modem was then made to run on the battery backup with there being no connection to other sources of power. Again the modem indicated it lost power.

 

Why is the modem losing power? Is there a problem with the power supply?

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Message 1 of 6
Anonymous
N/A

Re: Power Supply

Bad unit. File a ticket with tech services, and let them know exactly what you posted in this post, and hopefully the unit will get replaced.
Message 2 of 6
Highlighted
Former Community Manager

Re: Power Supply

I agree, it sounds like the unit needs to be replaced. You can call in, as gregzoll_1 suggested, or send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you. 




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

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Message 3 of 6
Contributor

Re: Power Supply

I too, am still having problems with my power supply (Belkin BU3DC000-12v) for my U-verse gateway. In January 2013 I sent a query to U-verse support and was advised to contact Belkin for support. I have contacted Belkin and went through the various self checks with no results. I did find the problem with the unit is temperature related and fails when the temperature falls below 60F degrees or above 85F degrees. It is not battery related but the power supply unit itself. This is the power supply providing power to the U-verse Gateway running the U-verse system. There seems to be no policy for replacing faulty equipment running the heart of the system.
Message 4 of 6
Expert

Re: Power Supply


Coplinb wrote:
I too, am still having problems with my power supply (Belkin BU3DC000-12v) for my U-verse gateway. In January 2013 I sent a query to U-verse support and was advised to contact Belkin for support. I have contacted Belkin and went through the various self checks with no results. I did find the problem with the unit is temperature related and fails when the temperature falls below 60F degrees or above 85F degrees. It is not battery related but the power supply unit itself. This is the power supply providing power to the U-verse Gateway running the U-verse system. There seems to be no policy for replacing faulty equipment running the heart of the system.

Click on the hyperlink in my sig and you will be taken to the profile of AT&T Customer Care.  They are an escalation team that can help you get this resolved.  Send them a PM with your info and concern and they will be in touch with you via PM.  Watch the blue envelope at the top of the forum page for message notification.

Message 5 of 6
ACE - Master

Re: Power Supply


Coplinb wrote:
I too, am still having problems with my power supply (Belkin BU3DC000-12v) for my U-verse gateway. In January 2013 I sent a query to U-verse support and was advised to contact Belkin for support. I have contacted Belkin and went through the various self checks with no results. I did find the problem with the unit is temperature related and fails when the temperature falls below 60F degrees or above 85F degrees. It is not battery related but the power supply unit itself. This is the power supply providing power to the U-verse Gateway running the U-verse system. There seems to be no policy for replacing faulty equipment running the heart of the system.

The first Belkin battery back-up is provided to you at no charge but it is not an AT&T part.  When it fails, it is a customer item to replace.  Do you have U-Voice?  My Belkin started acting up, i.e., intermitten faults.  I do not have U-Voice, so I found an AT&T truck and told my story and the guy gave me a standard issue Power Supply (not a back up Belkin) and I simpy took the Belkin out of service.  If you have U-Voice, you will need a backup battery in case of a power failure (but most folks ahve cordless phones, which need AC, anyway).

*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 6 of 6
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