Explore & discover

Helpful Links

Wireless Receivers Losing Connection

Tutor

Wireless Receivers Losing Connection

I'm decently technical, which is why I'm asking a question here as opposed to calling ATT.

We have had Uverse TV and internet since early 2013, and love the service. I have one main wired reciever in our living room and two wireless recievers in other rooms of our house.

I've found the wireless receivers work decently well, but every few days while watching they will suddenly stop working. The green bars will disappear and a message will be displayed saying it has lost connection with the WAP. At that point, you can remedy the problem by resetting that wireless receiver. When it reboots it starts working agian just fine. Something seems to be causing the WAP/Wireless receiver connection to blink or get interrupted, but again a simple reboot from the receiver reestablishes the signal.

This is far from a major problem, but it's an annoyance. I have already had one of the wireless recievers replaced by ATT since it is only separated from the WAP by one interior wall (shows full bars), but the problem continues. I have gone through all the normal steps to ensure the recievers are joined to the WAP, and again they work perfectly most of the time. This issue just appears randomly every few days.

I've read old posts about similar user problems and have confirmed we have a Cisco WAP. I'm just not sure what to do next. This cannot be the norm.
15,992 Views
Message 1 of 32
ACE - Expert

Re: Wireless Receivers Losing Connection

Ideally, the WAP or RG should be at about the same level as the devices connecting to it, though there's a fair amount of leeway.

 

More importantly, the WAP and RG should be at least 3 feet (preferably more) apart.  Separating them vertically is even better than horizontally (to keep each from getting in the line of sight for a client of the other).

 

They should also each be where there is good ventilation to keep them from overheating.

 

 

Award for Community Excellence 2019 Achiever*
*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 16 of 32
Contributor

Re: Wireless Receivers Losing Connection

 

Thanks!

Message 17 of 32
Contributor

Re: Wireless Receivers Losing Connection

Thanks!

Message 18 of 32
Contributor

Re: Wireless Receivers Losing Connection

I've lost connection on my wireless TV receiver recently, after a few months with no problem, and am unable to get it back. I will try recabling with longer Ethernet cable to see if that helps.  But I do have perhaps a dumb question that could use clarification.

 

In the troubleshooting procedures on-line, it says

  1. Press the WPS button on the WAP.
  2. Press the OK button on the front of the wireless TV receiver. 

 

On the TV instructions, it says press the WPS button for 10 seconds, then press the OK button.  What isn't clear is, do both buttons need to be pressed at the same time?  I.e., press and hold the WPS button for 10 seconds, then press the OK button WHILE HOLDING the WPS button in?  I could get this done with 2 people involved.  Just wondering if that's why I can't reconnect, because by the time I press the WPS button and get back to the OK button, perhaps it's out of pairing mode.  Thanks for an answer.

Message 19 of 32
Contributor

Re: Wireless Receivers Losing Connection

I recieved an replacement wireless receiver and it will not pair with the WAP...

 

unplugged and rebooted everything...    Tried the factory reset of the receiver and get the wonderful red X.

 

what is there left to do?    Find a new provider?

 

Message 20 of 32
Tutor

Re: Wireless Receivers Losing Connection

If you haven't already, I would call them and see if they have any
additional troubleshooting ideas. If not, request a technician to come out
and fix the issue. I've had techs out to my house twice in the past year
and replaced the WAP once myself. The first time was b/c our receivers
kept losing connect and the tech relocated our WAP. The 2nd time was b/c
our entire system went down b/c of low signal at the box in the
neighborhood. It's all very frustrating and wastes your time and we have
never been offered any sort of credit on our account for the poor service.

Just make sure they aren't going to charge you for the tech visit.

Our services seem to be working good now, but if we have anymore issues,
we'll likely be finding another provider.

We have had AT&T wireless for years and it's been fantastic. UVERSE, not
so much.
Message 21 of 32
Contributor

Re: Wireless Receivers Losing Connection

I was told not to press at the wps and ok button at the same time as that was my question too. When my installer came a week or so ago he did tell me about keeping the smaller unit away from the bigger unit, yada, yada and all was fine for this short time. A few days ago.....No TV. I too did all the instructions on the screen and nothing. I sent the tech a text last evening but have not had a response. I will attempt moving the smaller one further from the larger and see if I can get a TV back or I am goin got have to call and I do not like calling ATT.....always frustrating.

Message 22 of 32
Contributor

Re: Wireless Receivers Losing Connection

Just wanted to say that the Att-Uverse totally sucks. I wish I would of never changed cable companies. It drops us all of the time, our Internet, TV. It freezes our picture whe we are watching a show, a movie on Demand, even when it's a recoded movie, it says, Lost Connection, it goes blank and then their Logo pops up. I've had the receiver replaced more that 3 times. It's always something with their piece of crap equipment, while I'm paying their high prices. I really do hope that Google Fiber does make it to Dallas, Tx so that I will be able to finally get rid of this no good for nothing piece of crab that they call Cable and Internet. If any new customers out there are planning to switch to AT&T, just read my comment and think twice about it. I'm just waiting to fulfill my contract on a certain date this year so that I can get rid of this crap. Now I feel a bit better. 😡😡😡
Message 23 of 32
Tutor

2nd wireless receiver won't connect. no green bars

i added  a 2nd wireless receiver and coundnt get it to pair with wap.  tech support said it wasnt activiated on the specified day (13th) so she told me to try again on "new" activation date (17th beteen 1-4  pm)  . I again tried and nothing!  One question i do have is whether my wap provides wifi to my other wireless receiver?  when I press wps on wap to pair new dvr, the other wireless receiver doesn't lose its signal.    Could it be that my 1st Wireless receiver gets its signal directly from the gateway ??

Message 24 of 32
Tutor

Re: 2nd wireless receiver won't connect. no green bars

The WAP provides signal to both receivers.

Dan


Message 25 of 32
Contributor

Re: Wireless Receivers Losing Connection

 I was having the same issue on and off. Finally last weekend was happening every 5-10 min. Couldnt watch anything with the constant interruptions. I called and a technician came in the next day. He replaced our modem. He said we were 3 or 4 versions behind. Funny how every time I called no one asked about that. Had the new modem for 1 day. Let's see if that solves the problem. There is always Comcast.

Message 26 of 32
Contributor

Re: Wireless Receivers Losing Connection

I moved mine about 4' and it works better. The reality is we all have a tv/media area where we have all of these items so do your best.
Message 27 of 32
Tutor

Re: Wireless Receivers Losing Connection

We had constant connection problems so we dropped uverse. Overall, the TV package and programming was good but we were tired of paying for and dealing with the repeated connection issues. Good luck.


Message 28 of 32
Contributor

Wireless receiver just stopped connecting in a location that has always worked

My wireless receiver that has worked in my bedroom for over 2 years now, just started periodically freezing and losing connection. Now when I restart it, it won't connect at all and it tells me that U-verse is not available now. I have unplugged it and restarted to no avail. I moved it to a different location and it works fine. I don't understand why all of a sudden the location it has been in for 2 years suddenly won't work, and it is relatively close to the gateway. Nothing else has changed as far as anything physical that would block the signal like a new wall or anything.

Message 29 of 32
Contributor

Re: Wireless Receivers Losing Connection

Sorry if this has been answered already. Earlier "my thoughts" said:

           ...may need to consider hardwiring (Ethernet) the receiver to RG and get off wireless.

My dumb question: can I simply take the Cat5 that is running from the RG to the wireless access point (for the wireless TV) and plug it directly into my wireless TV receiver box? Or do I need to replace the receiver and the AP with a different piece of hardware (connected to the end of said Cat5 cable)? If the latter, how do I request the needed piece o' hardware from ATT?

 

The only reason we have this TV on wireless is because when our installer came out to do the deed, we did not yet have Cat5 running from  the RG to the site of the TV. Now that I *do* have a Cat5 in place, I would like to transition to a wired connection for this TV.

 

thanks...

Message 30 of 32
Share this topic
Share this topic
Additional Support