Why does my Uverse keep dropping out?

Contributor

Why does my Uverse keep dropping out?

Ok here goes, I've had Uverse for almost 3 months now. It worked great for the first 3 weeks approx. I've since been experiencing mulitple dropped connections with my service. I have placed all the necessary calls to ATT and this is what we've tried thus far. They first sent out a line tech. He found some errors on the line and did some rewiring at the pedastal outside the house. Tested, found no errors assumed he had fixed the issue and went on his way. About 4 days later, again the same issue. Broadband light goes out, service drops, modem resets itself. So i put  in another call, they then wanted to change ports on my line at the main office. So they did. Again same result. Now we've come to the conclusion that the NVG510 must be bad. Shipped out a new one, changed......same result, still dropping the connection. Yet ANOTHER call to the Uverse team. Seemed there were errors on the outside line, needed to send out a tech. OK, so the tech comes out, says the errors are inside my home. Now, before we go any further i assure you theres nothing wrong with my home wiring. The first tech that came out inspected it and assured me it was fine! I even ran a new Cat5 directly to the phone jack to reassure myself. Same result. Somewhere there's errors coming in on my line and causing the modem to reset or so im lead to believe. YET, there's nothing wrong with there system. I beg to differ. Im on the 12mb uverse. Does anyone have any suggestions or do i just chalk this up to another failure of the uverse system and call my local cable provider?

Message 1 of 8 (1,326 Views)
ACE - Master

Re: Why does my Uverse keep dropping out?

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.

 

One of the guys will grab ahold of your issue and see it thru to a satisfactory conclusion.  They will get it fixed.

"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 8 (1,308 Views)
Scholar

Re: Why does my Uverse keep dropping out?

Download the UV Real-time application from http://www.uvrealtime.com and install it on your computer. This application can help you pinpoint the issue that you are experiencing. BY any chance did you have DSL service before switching to UVERSE ?? Is so make sure that all of the filters have been removed form the phone in your house. They are not required when using U-VERSE.
Message 3 of 8 (1,254 Views)
Employee

Re: Why does my Uverse keep dropping out?

Uvrealtime does not support the 510 RG, look at your RG stats, particular SN, closer to 6 more problems.

Ways to improve stats, clean lines, shorter distance, remove interference if possible, reduce profile.

To assist with possible interference http://adslm.dohrenburg.net/troubleshoot/interference.php

Request dropping internet to 6M to improve SN.

The 510 is adsl2+ likely from CO, not Uverse VDSL which would require either 3600 or 5031 RG.
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 8 (1,248 Views)
Contributor

Re: Why does my Uverse keep dropping out?

Thanks for all the help everyone. I am working with the Uverse support team to try and fix the issue. Seems this isnt going to be a quick fix. As far as going through all these extra steps and programs to detect a problem......isnt that AT&T's job? After all there providing the service. Also, i WILL NOT ask for my net to be dropped to 6M. If there going to offer 12 in my area then they need to provide it. If i have to do that then the question is "Why did we do away with DSL?" After all i never had issues with it.
Message 5 of 8 (1,174 Views)
Contributor

Re: Why does my Uverse keep dropping out?

Same thing happened to my office at work.  We were called repeatedly saying that DSL is going to no longer be supported, get UVerse now, special promo, etc.  OK.  First of all, our office was down for a day and a half because DSL (which we NEVER had a problem with by the way) was cut off first thing in the morning, even though we were promised it would only be cut off for the time the tech was here, maybe 20 min. or so.  Then once installed that afternoon, even though we were told that service is active, no one could connect to it.  The tech told us we need to have our IT guy, which we didn't have one, to adjust settings to make it work, and usually that's what businesses do.  OK, so we find an IT guy to hire, and he came the next morning and got us up and running.  So we've been up and running ever since Feb. 26, but it repeatedly goes down, and eventually it comes back on.  I've had ATT techs out at least 3 times, first it was was a "bridge tap" in the line, then it was something outside in the line, then they checked out inside and replaced modem.  Same thing is happening.  Last we heard, there has to be something wrong with our inside setup.  Never had a problem before, all of a sudden when we get UVerse, it doesn't work?  I don't think so.  But UVerse has run out of solutions for us.  We will not be able to go on like this much longer...

Message 6 of 8 (972 Views)
ACE - Expert

Re: Why does my Uverse keep dropping out?

Please click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (the blue envelope envelopein the upper right hand corner of this site) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*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 7 of 8 (968 Views)
Employee

Re: Why does my Uverse keep dropping out?

 

Hello mmiller55,

 

I would like to help you test your line performance and coordinate a solution to correct any faults identified for your network. I apologize about the issue not being resolved after multiple dispatches and will be happy to continue assisting you. I sent you a Private Message to gather some account information to be able to help.

 

 

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 8 of 8 (950 Views)
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