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constant connection drop

Tutor

constant connection drop

Hello, we were just a 1.5mb dsl only household until recently when att required we upgrade to u-verse because 'we are in a high traffic area'. The dsl was constant, until the modems would start dying, but this uverse is terrible. We upgraded to the 12mb plan at no extra cost, other than not having internet for half the day. The 1.5mb dsl was a lot better than this. I have not called TS yet. I always try to fix things myself first. So here's my uvrealtime pics. Thanks for your time!

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Error Table

Bitloading

 

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Message 1 of 17
Employee

Re: constant connection drop

Did you install yourself (RG shipped) or tech visit (equipment off truck)?
Is the wire from mid quad (green/red/black/yellow), cat3, cat5 (printed on cable)?
Is wire direct from NID to jack, or tied to multiple phone jacks in house?

I believe your 3600 RG was shipped to you as a customer self install order, you unplugged your original modem and connected the 3600 in its place.

Why, your distance is only 400, but your sync rate and errors say line issues, question is outside or inside? If issue is inside and request a tech visit to correct would be charged $99 for failed CSI, want to say some money purchase cat5 cable, install directly from NID to RG jack, replace jack if more than five years old. If do not feel comfortable then call 1-800-288-2020 request tech dispatch, if issue is outside line or at NID no charge, if issue is inside then your aware of charges to correct.

Service works best when installed correctly, on a CSI you agree by requesting CSI to deal with everything past NID, on a full tech install ($149) the tech handles all.

Hope this helps.
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
Expert

Re: constant connection drop


Noebster wrote:

Hello, we were just a 1.5mb dsl only household until recently when att required we upgrade to u-verse because 'we are in a high traffic area'. The dsl was constant, until the modems would start dying, but this uverse is terrible. We upgraded to the 12mb plan at no extra cost, other than not having internet for half the day. The 1.5mb dsl was a lot better than this. I have not called TS yet. I always try to fix things myself first. So here's my uvrealtime pics. Thanks for your time!

Profile

Error Table

Bitloading

 



You are getting so many errors and bitloading is anemic for being 400' from the VRAD even if you are just internet only.  I'd Contact ATT Customer Care here:

http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Send them a private message, on this link, and they should be able to give the help needed to solve your problems. They are available M-F 8am-11pm EST. This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Message 3 of 17
Tutor

Re: constant connection drop


my thoughts wrote:
Did you install yourself (RG shipped) or tech visit (equipment off truck)?
Is the wire from mid quad (green/red/black/yellow), cat3, cat5 (printed on cable)?
Is wire direct from NID to jack, or tied to multiple phone jacks in house?

I believe your 3600 RG was shipped to you as a customer self install order, you unplugged your original modem and connected the 3600 in its place.

Why, your distance is only 400, but your sync rate and errors say line issues, question is outside or inside? If issue is inside and request a tech visit to correct would be charged $99 for failed CSI, want to say some money purchase cat5 cable, install directly from NID to RG jack,

Self install.

What do you mean by "mid quad"? I have a regular phone line from the NID outside the house to the RG.

No phones.

The only cat5 on the RG is for 'local ethernet'. Are you telling me I can run a cat5 from the NID to a 'local ethernet' port and not use the regular phone line?

Message 4 of 17
Tutor

Re: constant connection drop


mibrnsurg wrote:


You are getting so many errors and bitloading is anemic for being 400' from the VRAD even if you are just internet only.  I'd Contact ATT Customer Care here:

http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Send them a private message, on this link, and they should be able to give the help needed to solve your problems. They are available M-F 8am-11pm EST. This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck Smiley Wink

Chris

 


Thanks! Will do. Sometimes it says 700' from VRAD.

Message 5 of 17
Employee

Re: constant connection drop

Sorry "mid quad" was supposed to be NID quad, if regular phone line mean quad phone cable (R/G/Y/B) that ties to a central distribution point feeding two or more jacks inside house then yes this needs to be replaced with cat5 cable from NID to javk . May use any of four pairs (blue, orange,green,brown) as long as use same at both ends, this improves the quality of inside wiring and eliminates the bridge tap caused by multiple jack connections, also if old style phone jack recommend replacement. If this solve issue done, otherwise first try standard customer support requesting tech visit for line issue.
Customer care is really designed for additional support after normal means have failed and not meant to be first contac, wouldbe like requesting a specialist in the medical field without seeing a primary doctor for a diagnosis.
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 6 of 17
Tutor

Re: constant connection drop

All I have on the customer side of the NID is red and green.

Confirmed, the VRAD is only 400'.

Message 7 of 17
Tutor

Re: constant connection drop

Update. Very strange, but what do I know? I've always had internet only, so have never used vdsl splitter/filter. Following instructions on the uverse install I still did not need the vdsl splitter/filter. Remember, I have a regular phone line plugged in at the NID to the RG. This morning I take the vdsl splitter/filter out to the NID,

unplug the phone line coming from the RG

plug in the vdsl splitter/filter to the NID

plug the phone line into the data (green) side of the vdsl splitter/filter

unplug the RG, plug in the RG

not a single problem all day! Huh?

Error Table

Can anyone explain this to me? I shouldn't need the vdsl splitter/filter but I do?

 

This looks better too, but still looks weak, or is it?

Bitloading

 

Thanks again!

Message 8 of 17
Expert

Re: constant connection drop

Bitloading is still very bad.  Here's mine at 400':

Bitloading-2013-07-08-00-20-23.png

 

Yours should look similar, even if you just have internet. Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

 

Message 9 of 17
Employee

Re: constant connection drop

You have always had ADSL internet, the new 3600 RGis VDSL and yes you need a splitter, normally the splitter is plugged into your phone Jack by RG and the green data cable is plugged into green port of splitter, I would recommend this change and then monitor you error/bit loading.

Yes currently error table posted looks very good, bit load not so good on 2nd download but 1st download area vast improvement. After restoring NID to original and moving vdsl splitter to RG if issues persist may want tier support but let's see how it goes first. Best to you and thanks for posting.
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 10 of 17
Employee

Re: constant connection drop

Do not forget, still recommend replace the red/green wiring (quad) with cat5 from RG direct to RG walljack, bypass using any existing phone wiring and believe you bit load would improve dramatically. If distance is short buy a 25 or 50 foot pre made cable cut ends off, strip and connect same pair at NID and jack. Good luck and est to you.
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 11 of 17
Tutor

Re: constant connection drop

I don't have a jack (one quad phone line from NID to RG), and since I didn't have a coupler I just put the splitter at the NID.

I got a coupler and put the splitter by the RG with the green data cable and bit loading is the same.

Message 12 of 17
Tutor

Re: constant connection drop


my thoughts wrote:
Do not forget, still recommend replace the red/green wiring (quad) with cat5 from RG direct to RG walljack, bypass using any existing phone wiring and believe you bit load would improve dramatically. If distance is short buy a 25 or 50 foot pre made cable cut ends off, strip and connect same pair at NID and jack. Good luck and est to you.

It's about 20' from RG to NID.

Is the green data cable cat5?

Is the splitter cat5?

Will cat5 wire go in RJ11 connectors so I can run one cable from NID to RG like I have for the last 6 years?

Why do I need the splitter? (are instructions wrong. I don't have a phone, just internet)?

Message 13 of 17
Employee

Re: constant connection drop

The green data cable is 15 foot cat5 with RJ 11 ends instead of standard RJ45 ends found on most pre made Ethernet cables purchased, may use a pre made (including green data cable if have extra available) cut off one end attach blue, blue white pair to NID add coupler connect green data cable coupler to RG.

Earlier you said only have red / green at NID, referring to binding posts? Or referring to color of wire attaching to binding posts?
My reference to replace wiring is based on you having red/green (quad) or phone wiring coming into house

Primary function of splitter is to separate VDSL signal from POTS signal.

Does your NID look like this http://www.dslreports.com/speak/slideshow/18454366?c=1172028&ret=L2ZvcnVtL3IxODQ0Mzk5Mi1WRFNMLXNwbGl...
If so connect the blue/ blue white pair to yelloiw/black posts (vdsl splitter) and would not need the small one plugged into RG.

Hope this clarifies things and thank you for your posts and followup.
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 14 of 17
Tutor

Re: constant connection drop

Here's the NID

The red and green come from the ATT side but do not go to the post. The white line goes to the coupler then splitter by the RG. Thanks again for help.

Message 15 of 17
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