09-13-2011 7:26 PM
Solved by: Go to Solution.
09-13-2011 7:35 PM
09-13-2011 8:09 PM
Make sure that all of your connections are tight at the wall, on the TV's and on the U-verse boxes.
Also, can you download and install SomeJoe's tool at the link below?
09-14-2011 1:11 PM
I've had the same problem with the picture freezing and/or pixilating. They eventually had to come out and replace the modem even though I hadn't had my service that long.
09-14-2011 6:21 PM
It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.
You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.
09-14-2011 7:53 PM
09-14-2011 8:34 PM
P.S. How come in that scanning software no Coax/HPNA devices were found?
That is a known bug in the 2Wire 3800HGV-B router. Hopefully a new upcoming firmware release for that router will fix that.
10-02-2011 1:11 PM - edited 10-02-2011 1:13 PM
Okay, I'm at my wit's end. I have set up an appointment for Comcast installation this Friday. Here's a little update since my last post:
1) They replaced the DVR. (problem persisted)
2) An in-home tech came out, confirmed errors on the line and said there was too much noise, but thought it was outside our unit, so rescheduled for line maintenance.
3) Line maintenance came out, said there was nothing wrong, and left. (problem persisted)
4) Line maintenance came out again, tinkered with something, said it should be okay now. (problem persisted)
5) I talk to Tier 2 support, they make me reboot the stupid box and do disaster recovery AGAIN (as if that's magically going to fix the problem at this point).
6) Another in-house tech is scheduled to come out tomorrow.
If AT&T can fix this before Friday, I will cancel the Comcast installation, otherwise, as much as I hate Comcast, I'm switching back. We can't watch a show without skipping every 15-30 seconds.
By the way, the in-home tech who came said there are no "bridge taps" on the line as someone suggested here (according to his little diagnostic website on his iPad).
Here are updated screenshots from UV Realtime. Please, what should I tell the tech support person to get this fixed?? I hate Comcast and really don't want to switch...
10-02-2011 4:02 PM
10-03-2011 2:42 PM
GREAT news! Someone from T2 Support came out today and as far as I can tell, the problem is fixed. For anyone experiencing these problems, here is all he did:
1) Replaced the router with a new, black, 2Wire 3801HGV RG
2) Replaced our DVR box with a new, black one (looks about the same) with a 500GB HDD
He said the new router is much better... Apparently our line was running at 80% capacity even when we weren't doing anything. Now it runs at 50% baseline, just by changing the router. /shrug
Also, he said the new DVR has a "buffer" of sorts when recording, which eliminates a lot of recording errors.
Again, all he really did was to swap out 2 pieces of "functional" hardware with updated versions!! Keep this in mind if you have similar problems!!!
Just FYI, here are the new and improved screenshots from UV Realtime post-appointment:
Having service trouble? There is an app for that! Use our troubleshooting tool or text myATT to 8758 to download the app on your device.It allows you to troubleshoot in the palm of your hand - quickly and easily!You will also find some helpful articles below.