04-20-2014 2:10 PM
I have had Uverse TV and Internet for almost 4 years now installed in a new construction house. I have a RG set up in the center closet of the house along with two DVR boxes, one in the living room and one in a bedroom.
I have had a consistent problem throughout the entire time having the service and now i am finally fed up and cannot handle it anymore. The entire service, both internet and tv will drop signal when certain lightswitches and other "switches" are turned on or off in the house. The switches that cause the dropped signal are:
When the service drops, i will lose service for probably 15-30 seconds then the service comes right back on working perfectly. The RG lights blink red during this and then everything goes back green again.
This basically causes every show recorded on the DVR to have massive sections missing and skipped. It causes any downloads being performed to terminate. Dropped phone calls over wifi (since i dont have ATT cell phone service in my area i am forced to use wifi to make phone calls in the home).
A seperate issue though possibly related: the service dropps during the faintest of thunder storm. If you hear thunder maybe 15 miles away the service dropps for about 15-30 seconds then comes back on. You lose service completely if it is raining until it has stopped.
I have had multiple techs out replacing all of the equipment (5 RG, 3-4 DVR boxes, one new outside box) over the past couple of years. They dismiss my issue and say they dont know what it could be but something wrong with the wiring in the house.
Before i go and hire an electrician to come out and trouble shoot the house i was wondering if anyone has experienced this same thing and if there would be any specific item to target when i do have an electrician come out.
Thanks for any help in advance.
04-20-2014 3:07 PM
04-21-2014 12:44 PM
Since you noted that you have a new construction home, I want to ask this question...
Do you by chance have arc-fault circuit breakers installed?
If so, check the circuit your RG is on. If it has an arc-fault breaker, try moving it to a circuit with a standard breaker. You can use an extension cord for a quick test.
04-21-2014 3:19 PM
This is good info. I am going to try the extension cord test. My question is though, do i need to have all of the equipment plugged into seperate plugs or just the RG. I assume the RG is the brain which controls the boxes, right?
I checked and all of the breakers are arc fault breakers with the exception of a few. The ones that are not are circuits that the appliances are on, garage plugs, and one master bedroom GFI. I will try plugging the RG into the master bedroom non AFC circuit and report back.
04-21-2014 3:43 PM
04-21-2014 4:36 PM
Ok, i have tried every combination i can think of. I plugged the RG and both Uverse boxes to one power strip and plugged the power strip into an extension cord. I have plugged the extension cord into every possible plug that i could access. I have plugged it into:
Unfortunately after doing all of this i get the same dropped signal. After doing this though i narrowed it down to 6 switches that cause the dropped signal. They are:
The even stranger thing is with the exhaust fans and closet light, they don't always cause the dropped signal when turned on but do when turned off or vice versa. Also each of those items are own different circuits. Nothing else in the house causes the signal to drop. I couldn't get the Air Conditioner to cause it to drop either this time. It may have been a coincidence in the past when someone was using one of the other switches.
I am not sure now if it is something wrong with the electrical in the house or if it a certain frequency these items work on that cause it to drop.
When the signal drops, the RG broadband and service lights both go blank then the broadband light flashes red for about 15-30 sec as i said before. Then both turn green and we are good to go. All other lights stay green during the drop.
Thanks for your suggestions. Frustrating
04-21-2014 5:21 PM
04-21-2014 5:43 PM
That is interesting about the treadmill. I would think that would be the same as my issue if the service dropped the entire time the exhaust fans were running or while the flouroescent lights were on.
Is there a possibility since the RG isnt really losing power but just losing the broadband/service that the offending devices could be affecting the signal coming from the outside box?
I am willing to try the isobar surge protectors but seem to be pretty expensive for not a guaranteed fix. I think im going to have to get an electrician out first to inspect the doorbell/fans/exhaust fans/lights first, i guess.
A seperate question, when AT&T installed my uverse they installed a "power box" that you can put a battery in as a back up in the closet near my RG. What is this and why do i need it? IT just stays plugged into the wall and today i found out it the RG does not work unless this "power box" is powered as well. (and yes i plugged it into the power strip as well).
04-21-2014 6:46 PM
04-21-2014 7:46 PM
Yes the power supply is starting to really make me think. I unplugged the power supply and the same thing happens as if i hit one of the affecting switches. The RG broadband and service lights drop and the broadband goes red. From my research this afternoon, the power supply is used to power the outside box.
It has a red coated power wire that comes out of it and goes through the sheet rock all the way to the outside box to power it. It has plug that plugs into a socket to provide the power. If i had a battery in it i could disconnect the cord and run the outside box off the battery power and see if the same interference happens with the switches. That really wouldnt check the power cable coming from the power supply but could isolate any power interference on the house circuits, i guess?
I also am going to try hooking a volt meter to that red power cord coming from the power supply and monitor the voltage when i turn those switches on/off to see if there is a variation. I think a slight drop could cause the broadband and service to drop. I will try this now and see what happens, not sure what it will tell me but it will be interesting to see.
BTW, electricity and i dont jive. Im an engineer by profession but not electrical. I failed it twice in college....
04-21-2014 8:13 PM
04-21-2014 8:51 PM
OK, so now im confused. I thought the RG was my 2-wire box in the house. The outside box i thought was the optical network terminal or something or another, the fiber box. I monitored the voltage going through the red wire leaving the power supply and it never varied from 13.6V no matter what i did. Tomorrow i will have to open the outside fiber box and see what that red wire connection inside the box looks like.
What you are saying is i could bypass that red wire by disconnecting it at the outside box and rig up a wire that i could plug into an extension cord and have an exposed power and ground that i could go directly into the fiber box with to power it directly. In return bypassing the power supply. Im not sure i could do this because the power supply is knocking the voltage down to the 13V. Could i use a 12V battery to accomplish this?
04-22-2014 4:19 AM
04-22-2014 7:28 PM
I had the electrical company come out today to check their equipment for faulty ground and no such luck. Everything was as it was supposed to be.
I have an electrician coming out on Friday to evaluate everything. Will know more then. Im afraid he is going to say it is something wrong with the Uverse and then i will be in this endless cycle of never getting it resolved. If that happens im afriad i will just move to other service provider which i dont want to do.
Will report back after electrician comes out.