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Posted Aug 23, 2013
12:04:48 PM
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Wireless receiver loses connection to access point

Have had one wireless receiver for some time (over a year) and still find that it loses connection to the access point almost every night.  We go through the process of power cycling both the access point and the wireless receiver and it usually works for the next 24 hours or so.  The access point is across the room about 15 feet with a direct line of sight between the two.  The access point is connected to the gateway via cat5 on s direct port (ie not through a switch).  I remember sometime back there was a firmware upgrade that was supposed to fix this, which I believe I got.  Is there a way to confirm the firmware version and update it, or does anyone have any other suggestions. 

Have had one wireless receiver for some time (over a year) and still find that it loses connection to the access point almost every night.  We go through the process of power cycling both the access point and the wireless receiver and it usually works for the next 24 hours or so.  The access point is across the room about 15 feet with a direct line of sight between the two.  The access point is connected to the gateway via cat5 on s direct port (ie not through a switch).  I remember sometime back there was a firmware upgrade that was supposed to fix this, which I believe I got.  Is there a way to confirm the firmware version and update it, or does anyone have any other suggestions. 

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Sep 9, 2014 11:16:53 AM
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Edited by ATTU-verseCare on Sep 24, 2014 at 7:12:12 AM

­

 

HOW TO TROUBLESHOOT YOUR WIRELESS RECEIVER

 

Many common AT&T U-verse Wireless TV Receiver problems can be solved by checking the following:

 

Check your Connections

 

Ensure all cables and cords are connected properly and securely. Test with a different Ethernet cable if having connection problems.

 

  1. Connecting the Wireless Access Point
  2. Connecting the Wireless Receiver

Check power/signal strength and reboot

 

  1. Confirm you have power. If you have power and the TV Receiver is turned on, the Power button on the front of the receiver will have a green light surrounding it. If you do not have power, move the TV Receiver to a working electrical outlet.
  2. If no lights are on, ensure that the TV Receiver is turned on by pressing and releasing the AT&T button on the remote control, and then pressing and holding the POWER button on the receiver for 10 seconds.
  3. Power cycle the Wireless Access Point (WAP) by unplugging the WAP from the electrical outlet for 10 seconds and then plugging it back in. Wait two minutes for the Wireless Receiver to start up.
  4. There should be at least 3 wireless bars on your Wireless Receiver to maintain a good signal. Move the receiver closer to the WAP or vice-versa (to determine if the problem is a distance issue).

 

Check for Interference

 

  1. Make sure there are no devices around the Wireless Access Point or Wireless Receiver that can cause interference, such as cordless phones, baby monitors, etc...
  2. Make sure the Wireless Access Point and Wireless Receiver are not in an enclosed area.

 

Disconnect the DVR

 

  1. All the receivers in the house have to pair with the DVR through for DVR content. If the DVR is having issues, it will cause issues to the other receivers.
  2. Unplug the DVR and keep it disconnected. Reboot the U-verse Gateway and Wireless Receiver.
  3. If the issues clear up, try connecting the DVR back to see if rebooting the DVR helped resolve the issue. 

 

If you see a Red Antenna on TV Screen

 

  1. Disconnect your Wireless TV Receiver from the original location and reconnect the power cord at a location closer to the Wireless Access Point (WAP) 
  2. Wait one minute for the receiver software to load.
  3. Press the OK button on the front of the Wireless TV Receiver and press the WPS button on the WAP.
  4. Wait two minutes for the receiver and WAP to pair.
  5. After two minutes, the Link light on the front of the Wireless TV Receiver should be solid green.
  6. Following a successful pairing, unplug the Wireless TV Receiver and reconnect it at the desired location.

 

 

If the previous steps have been exhausted and the TV receiver continues to malfunction please send a private message with your account number and contact details to ATTU-verseCare for further assistance. If you are not a member of the U-verse community forums, we welcome you to register and reach out to us.

 

 

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.
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Wireless receiver loses connection to access point

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May 16, 2014 7:03:04 AM
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I am having the same problem with my VAP2500. I tried to login as suggested with the IP but the user name and password does not work, I get a login failed error message.
I am having the same problem with my VAP2500. I tried to login as suggested with the IP but the user name and password does not work, I get a login failed error message.

Re: Wireless receiver loses connection to access point

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May 16, 2014 8:14:49 AM
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I am extremely aggregated at AT&T and all of the wireless issues we are having. It seems to be like clock work when the wireless receivers lose connection. I have tried everything to resolve the problem myself but with no luck!
Here it is Friday and my receivers are not connecting. I have ask for help on the forums from several people, some being AT&T employees and no one has responded.
BTW, we are also using the username 97smiths.
I am extremely aggregated at AT&T and all of the wireless issues we are having. It seems to be like clock work when the wireless receivers lose connection. I have tried everything to resolve the problem myself but with no luck!
Here it is Friday and my receivers are not connecting. I have ask for help on the forums from several people, some being AT&T employees and no one has responded.
BTW, we are also using the username 97smiths.

Re: Wireless receiver loses connection to access point

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May 16, 2014 10:44:09 AM
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Hi @smith.infosystems,

 

I apologize about the issues you are having with your wireless receivers, but I definitely will be happy to help. One thing to try to get everything working once again is to unplug the power on the U-verse gateway, Wireless Access Point, and Wireless Receivers. After that, plug the power into the U-verse gateway first. After it has come up, plug in the power to the Wireless Access Point, and then the wireless receivers.

 

We will also send you a private message to gather more information to make sure that we get your issue fixed once and for all.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @smith.infosystems,

 

I apologize about the issues you are having with your wireless receivers, but I definitely will be happy to help. One thing to try to get everything working once again is to unplug the power on the U-verse gateway, Wireless Access Point, and Wireless Receivers. After that, plug the power into the U-verse gateway first. After it has come up, plug in the power to the Wireless Access Point, and then the wireless receivers.

 

We will also send you a private message to gather more information to make sure that we get your issue fixed once and for all.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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May 17, 2014 5:43:08 PM
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Thank you for your response.  We have resolved the wireless access point problem.

I will send you a private message about the router set up.

 

Have a blessed weekend!

Thank you for your response.  We have resolved the wireless access point problem.

I will send you a private message about the router set up.

 

Have a blessed weekend!

Re: Wireless receiver loses connection to access point

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May 18, 2014 7:55:20 PM
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I am having the same issue. Please help! My wireless receivers freeze up and go offline constantly! 

I am having the same issue. Please help! My wireless receivers freeze up and go offline constantly! 

Re: Wireless receiver loses connection to access point

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May 19, 2014 1:08:37 PM
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Hi @Kelleysimpson,

 

I am sorry for the issues you are having with your wireless receiver, but I will be glad to help. We will send you a private message to gather more information and help get this issue resolved.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @Kelleysimpson,

 

I am sorry for the issues you are having with your wireless receiver, but I will be glad to help. We will send you a private message to gather more information and help get this issue resolved.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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May 21, 2014 7:48:53 AM
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I'm having a similiar situation and its very frustrating.  Even once paired and the TV starts to work again the WAP still has blinking link and paired lights.  But what I really don't understand is why you need a special wireless router for the tv at all.  I've already got a wireless network transmitter.  Why in the world do I need a second one specifically for the TV system?  And guess what, I never have problems with a device connecting to my Apple base station, unlike my UVerse WAP.  Smiley Sad

I'm having a similiar situation and its very frustrating.  Even once paired and the TV starts to work again the WAP still has blinking link and paired lights.  But what I really don't understand is why you need a special wireless router for the tv at all.  I've already got a wireless network transmitter.  Why in the world do I need a second one specifically for the TV system?  And guess what, I never have problems with a device connecting to my Apple base station, unlike my UVerse WAP.  Smiley Sad

Re: Wireless receiver loses connection to access point

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May 21, 2014 2:11:22 PM
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Hi @bjurasz,

 

I apologize about the issues you are having with your wireless receiver, but I will be glad to help. One of the main reasons we use a secondary device for the wireless receivers is to isolate the traffic and interference to the receivers. The Wireless Access Point acts more as a repeater so the Quality of Service Control and routing protocols are still present, and it uses a different wireless frequency than most wireless devices.

 

We will be sending you a private message to gather more information to get this issue fixed for you.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @bjurasz,

 

I apologize about the issues you are having with your wireless receiver, but I will be glad to help. One of the main reasons we use a secondary device for the wireless receivers is to isolate the traffic and interference to the receivers. The Wireless Access Point acts more as a repeater so the Quality of Service Control and routing protocols are still present, and it uses a different wireless frequency than most wireless devices.

 

We will be sending you a private message to gather more information to get this issue fixed for you.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Jun 3, 2014 2:31:53 PM
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I have the exact same problem. im on uverse, my wireless receiver loses signal!!! I have the new motorola wap. 

I have the exact same problem. im on uverse, my wireless receiver loses signal!!! I have the new motorola wap. 

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Jun 20, 2014 2:45:53 PM
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I've been having the same problem consistently for the past several weeks. It seems to coincide with people performing downloads on PCs that are connected wirelessly to the network but it could be coincidence as my kids are constantly downloading stuff. I've tried all the tricks I know. Reboot network, reboot gateway to factory defaults, and changing the broadcast channels on the Cisco WAP. Please help.Not 100% sure it's not related to the DVR as it is one of the older ones and we don't seem to have as many issues with live television, mostly recorded content.

I've been having the same problem consistently for the past several weeks. It seems to coincide with people performing downloads on PCs that are connected wirelessly to the network but it could be coincidence as my kids are constantly downloading stuff. I've tried all the tricks I know. Reboot network, reboot gateway to factory defaults, and changing the broadcast channels on the Cisco WAP. Please help.Not 100% sure it's not related to the DVR as it is one of the older ones and we don't seem to have as many issues with live television, mostly recorded content.

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Jul 21, 2014 9:10:46 PM
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I am also having this same problem. My Cisco AP lost connection to our WPS sometime last night. I have followed the steps recommended on screen, as well as attempted troubleshooting by reading the forums, and nothing works. It simply always fails to pair with the WPS now. Very aggravating. Can someone please assist me with this.

I am also having this same problem. My Cisco AP lost connection to our WPS sometime last night. I have followed the steps recommended on screen, as well as attempted troubleshooting by reading the forums, and nothing works. It simply always fails to pair with the WPS now. Very aggravating. Can someone please assist me with this.

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Jul 22, 2014 7:02:28 AM
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Hello aladonn,

 

I'm sorry you are having difficulties with your equipment. I can help you restore the connection for the wireless receiver. Please send me your account information to determine if we need to replace your Wireless Access Point.

 

 

SadathCS

ATTU-verseCare

 

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

 

Hello aladonn,

 

I'm sorry you are having difficulties with your equipment. I can help you restore the connection for the wireless receiver. Please send me your account information to determine if we need to replace your Wireless Access Point.

 

 

SadathCS

ATTU-verseCare

 

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Jul 28, 2014 6:20:54 PM
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Hi! I have had Uverse service since May 2013, and have had no problems with the wireless receiver until this past weekend, when the receiver lost it's connection. I have rebooted the units (e.g. router, WAP and receiver)  multiple times and  I have tried moving the wireless receiver to another room that is within 10 feet of the Cisco WAP . The wirless signal indicator is 5 solid green "bars" and all I get is the AT&T Uverse logo on the screen and a continuous spinning arrow in the lower right hand corner. I also have tried changing the channel to 36 as was suggest in another post.  Could the Cisco WAP finally fail as was mentioned in other posts? How can I get the Motorola WAP to replace it?

Thanks! 

Hi! I have had Uverse service since May 2013, and have had no problems with the wireless receiver until this past weekend, when the receiver lost it's connection. I have rebooted the units (e.g. router, WAP and receiver)  multiple times and  I have tried moving the wireless receiver to another room that is within 10 feet of the Cisco WAP . The wirless signal indicator is 5 solid green "bars" and all I get is the AT&T Uverse logo on the screen and a continuous spinning arrow in the lower right hand corner. I also have tried changing the channel to 36 as was suggest in another post.  Could the Cisco WAP finally fail as was mentioned in other posts? How can I get the Motorola WAP to replace it?

Thanks! 

Re: Wireless receiver loses connection to access point

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Jul 29, 2014 8:09:41 AM
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Hi @ncrams151,

 

I apologize about the issues you are having with your wireless receiver, but I will be glad to help. We will send you a private message to gather more information and get that WAP replaced for you.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @ncrams151,

 

I apologize about the issues you are having with your wireless receiver, but I will be glad to help. We will send you a private message to gather more information and get that WAP replaced for you.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Aug 20, 2014 7:27:40 AM
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I wonder why AT&T advertises a "wireless" service that barely works. I set everything up, and it worked for about 5 minutes before the connection was lost. The access point is about 20 feet from receiver with direct line of sight. Now the signal is out for 3-4 minutes for every minute that it actually works. Incredibly disappointed by AT&T's advertisements and employees suggesting that this is a viable option. Why come to market with something that clearly does not work well (based upon the numerous complaints that I've seen on this thread specifically). How close does it have to be to actually work? 

I wonder why AT&T advertises a "wireless" service that barely works. I set everything up, and it worked for about 5 minutes before the connection was lost. The access point is about 20 feet from receiver with direct line of sight. Now the signal is out for 3-4 minutes for every minute that it actually works. Incredibly disappointed by AT&T's advertisements and employees suggesting that this is a viable option. Why come to market with something that clearly does not work well (based upon the numerous complaints that I've seen on this thread specifically). How close does it have to be to actually work? 

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Aug 21, 2014 1:37:56 PM
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Hi @Dank20 ,

 

I apologize about the issues you are having with your wireless receiver, but I will be glad to help. With a direct line of sight, the receiver should be able to easily go 20 feet. My receiver is about 20 feet away, but it has to go through 1 wall, and I have no issues. If you are noticing that the wireless bars on the receiver are below 3, then it may be an issue with the distance. Otherwise, there may be something that is causing interference or an issue with the equipment. Try rebooting the WAP and the wireless receiver by unplugging the power, waiting 10 seconds, and plugging it back. Make sure there are no other devices around that can cause issues with the wireless signal.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @Dank20 ,

 

I apologize about the issues you are having with your wireless receiver, but I will be glad to help. With a direct line of sight, the receiver should be able to easily go 20 feet. My receiver is about 20 feet away, but it has to go through 1 wall, and I have no issues. If you are noticing that the wireless bars on the receiver are below 3, then it may be an issue with the distance. Otherwise, there may be something that is causing interference or an issue with the equipment. Try rebooting the WAP and the wireless receiver by unplugging the power, waiting 10 seconds, and plugging it back. Make sure there are no other devices around that can cause issues with the wireless signal.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Aug 22, 2014 7:41:24 PM
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I too am having the same problem with the Cisco WAP.  I have two wireless receivers and three wired.  Obviously, the wired are fine.  Need some help AT&T!  Please respond.

I too am having the same problem with the Cisco WAP.  I have two wireless receivers and three wired.  Obviously, the wired are fine.  Need some help AT&T!  Please respond.

Re: Wireless receiver loses connection to access point

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Aug 25, 2014 11:03:39 AM
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Hi @my2sons8791,

 

I apologize about the issues you are having with your wireless receivers, but I will be glad to help. Make sure the WAP is not sitting next to anything that could cause interference. Also, try disconnecting your DVR to see if you are still having problems. If so, try rebooting the DVR and U-verse router.

 

I will also send you a private message to gather more information.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @my2sons8791,

 

I apologize about the issues you are having with your wireless receivers, but I will be glad to help. Make sure the WAP is not sitting next to anything that could cause interference. Also, try disconnecting your DVR to see if you are still having problems. If so, try rebooting the DVR and U-verse router.

 

I will also send you a private message to gather more information.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Sep 9, 2014 11:16:53 AM
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Edited by ATTU-verseCare on Sep 24, 2014 at 7:12:12 AM

­

 

HOW TO TROUBLESHOOT YOUR WIRELESS RECEIVER

 

Many common AT&T U-verse Wireless TV Receiver problems can be solved by checking the following:

 

Check your Connections

 

Ensure all cables and cords are connected properly and securely. Test with a different Ethernet cable if having connection problems.

 

  1. Connecting the Wireless Access Point
  2. Connecting the Wireless Receiver

Check power/signal strength and reboot

 

  1. Confirm you have power. If you have power and the TV Receiver is turned on, the Power button on the front of the receiver will have a green light surrounding it. If you do not have power, move the TV Receiver to a working electrical outlet.
  2. If no lights are on, ensure that the TV Receiver is turned on by pressing and releasing the AT&T button on the remote control, and then pressing and holding the POWER button on the receiver for 10 seconds.
  3. Power cycle the Wireless Access Point (WAP) by unplugging the WAP from the electrical outlet for 10 seconds and then plugging it back in. Wait two minutes for the Wireless Receiver to start up.
  4. There should be at least 3 wireless bars on your Wireless Receiver to maintain a good signal. Move the receiver closer to the WAP or vice-versa (to determine if the problem is a distance issue).

 

Check for Interference

 

  1. Make sure there are no devices around the Wireless Access Point or Wireless Receiver that can cause interference, such as cordless phones, baby monitors, etc...
  2. Make sure the Wireless Access Point and Wireless Receiver are not in an enclosed area.

 

Disconnect the DVR

 

  1. All the receivers in the house have to pair with the DVR through for DVR content. If the DVR is having issues, it will cause issues to the other receivers.
  2. Unplug the DVR and keep it disconnected. Reboot the U-verse Gateway and Wireless Receiver.
  3. If the issues clear up, try connecting the DVR back to see if rebooting the DVR helped resolve the issue. 

 

If you see a Red Antenna on TV Screen

 

  1. Disconnect your Wireless TV Receiver from the original location and reconnect the power cord at a location closer to the Wireless Access Point (WAP) 
  2. Wait one minute for the receiver software to load.
  3. Press the OK button on the front of the Wireless TV Receiver and press the WPS button on the WAP.
  4. Wait two minutes for the receiver and WAP to pair.
  5. After two minutes, the Link light on the front of the Wireless TV Receiver should be solid green.
  6. Following a successful pairing, unplug the Wireless TV Receiver and reconnect it at the desired location.

 

 

If the previous steps have been exhausted and the TV receiver continues to malfunction please send a private message with your account number and contact details to ATTU-verseCare for further assistance. If you are not a member of the U-verse community forums, we welcome you to register and reach out to us.

 

 

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

­

 

HOW TO TROUBLESHOOT YOUR WIRELESS RECEIVER

 

Many common AT&T U-verse Wireless TV Receiver problems can be solved by checking the following:

 

Check your Connections

 

Ensure all cables and cords are connected properly and securely. Test with a different Ethernet cable if having connection problems.

 

  1. Connecting the Wireless Access Point
  2. Connecting the Wireless Receiver

Check power/signal strength and reboot

 

  1. Confirm you have power. If you have power and the TV Receiver is turned on, the Power button on the front of the receiver will have a green light surrounding it. If you do not have power, move the TV Receiver to a working electrical outlet.
  2. If no lights are on, ensure that the TV Receiver is turned on by pressing and releasing the AT&T button on the remote control, and then pressing and holding the POWER button on the receiver for 10 seconds.
  3. Power cycle the Wireless Access Point (WAP) by unplugging the WAP from the electrical outlet for 10 seconds and then plugging it back in. Wait two minutes for the Wireless Receiver to start up.
  4. There should be at least 3 wireless bars on your Wireless Receiver to maintain a good signal. Move the receiver closer to the WAP or vice-versa (to determine if the problem is a distance issue).

 

Check for Interference

 

  1. Make sure there are no devices around the Wireless Access Point or Wireless Receiver that can cause interference, such as cordless phones, baby monitors, etc...
  2. Make sure the Wireless Access Point and Wireless Receiver are not in an enclosed area.

 

Disconnect the DVR

 

  1. All the receivers in the house have to pair with the DVR through for DVR content. If the DVR is having issues, it will cause issues to the other receivers.
  2. Unplug the DVR and keep it disconnected. Reboot the U-verse Gateway and Wireless Receiver.
  3. If the issues clear up, try connecting the DVR back to see if rebooting the DVR helped resolve the issue. 

 

If you see a Red Antenna on TV Screen

 

  1. Disconnect your Wireless TV Receiver from the original location and reconnect the power cord at a location closer to the Wireless Access Point (WAP) 
  2. Wait one minute for the receiver software to load.
  3. Press the OK button on the front of the Wireless TV Receiver and press the WPS button on the WAP.
  4. Wait two minutes for the receiver and WAP to pair.
  5. After two minutes, the Link light on the front of the Wireless TV Receiver should be solid green.
  6. Following a successful pairing, unplug the Wireless TV Receiver and reconnect it at the desired location.

 

 

If the previous steps have been exhausted and the TV receiver continues to malfunction please send a private message with your account number and contact details to ATTU-verseCare for further assistance. If you are not a member of the U-verse community forums, we welcome you to register and reach out to us.

 

 

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Sep 23, 2014 1:52:10 PM
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I have a much similar problem with all of our TV's and computer! this is the second time I have had to write this post. I spent 30 minutes explaining our problems on this thread and LOST MY POST DUE TO INTERRUPTION IN SERVICE. Our TVs do the "lost connection" blue screen and we have to change the channel to change the channel back to what we were watching originally! We also get interruptions due to rain in our area, as well as minor interruptions during the rest of the our TV watching hours. We have had at least 8 service techs come out to troubleshoot (both inside and outside). The last outside tech said we were too far from the main box for our subdivision. Approx 1-1/2 miles. I believe this is two separate problems though.
I have a much similar problem with all of our TV's and computer! this is the second time I have had to write this post. I spent 30 minutes explaining our problems on this thread and LOST MY POST DUE TO INTERRUPTION IN SERVICE. Our TVs do the "lost connection" blue screen and we have to change the channel to change the channel back to what we were watching originally! We also get interruptions due to rain in our area, as well as minor interruptions during the rest of the our TV watching hours. We have had at least 8 service techs come out to troubleshoot (both inside and outside). The last outside tech said we were too far from the main box for our subdivision. Approx 1-1/2 miles. I believe this is two separate problems though.

Re: Wireless receiver loses connection to access point

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Sep 24, 2014 11:24:43 AM
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Hi @idputters,

 

I am so sorry about the issues you are having with your U-verse services, but I will be glad to help. Since your internet connection is going down also, it does sound like there is an issue with the signal coming to your house. I will be sending you a private message to assist with this issue further.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @idputters,

 

I am so sorry about the issues you are having with your U-verse services, but I will be glad to help. Since your internet connection is going down also, it does sound like there is an issue with the signal coming to your house. I will be sending you a private message to assist with this issue further.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Wireless receiver loses connection to access point

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Oct 10, 2014 7:14:52 PM
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I have similar issues to those described. The wireless connection to tv in bedroom stopped working. I have repeatedly done the above steps and always get: access point not found or connection error. Any assistance will be greatly appreciated. thanks

I have similar issues to those described. The wireless connection to tv in bedroom stopped working. I have repeatedly done the above steps and always get: access point not found or connection error. Any assistance will be greatly appreciated. thanks

Re: Wireless receiver loses connection to access point

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Oct 17, 2014 9:42:52 PM
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Having the same issue as everyone else. We have had a service person out to the house and he did the power cycle of all the equipment and replaced the remote for some reason. After 2 days the problem returned and occurs at least once a day. We have an CISCO acces point. Today we called back to get this resolved and they said they would charge us $140 to come out again. This is unacceptable on so many levels. The entire reason we went with this wireless cable is because the service guy didn't want to run the cable and now you guys want to charge us to do the right thing and fix the problem. Please help us fix this really annoying problem.

Having the same issue as everyone else. We have had a service person out to the house and he did the power cycle of all the equipment and replaced the remote for some reason. After 2 days the problem returned and occurs at least once a day. We have an CISCO acces point. Today we called back to get this resolved and they said they would charge us $140 to come out again. This is unacceptable on so many levels. The entire reason we went with this wireless cable is because the service guy didn't want to run the cable and now you guys want to charge us to do the right thing and fix the problem. Please help us fix this really annoying problem.

Re: Wireless receiver loses connection to access point

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Oct 28, 2014 8:15:24 PM
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Ok. I have a Cisco Wireless receiver and I assume a Cisco WAP. I can watch TV just fine on the wireless, but DVR hangs, then plays 5 seconds, then hangs. It's unwatchable. The TV is upstairs directly above the router/WAP. The wireless router was put in so the installation would be easier...I didn't request it. However, if I can't watch DVR upstairs, I don't wanna pay for the extra receiver per month. Please advise. (We've done all the steps...still won't work.)
Ok. I have a Cisco Wireless receiver and I assume a Cisco WAP. I can watch TV just fine on the wireless, but DVR hangs, then plays 5 seconds, then hangs. It's unwatchable. The TV is upstairs directly above the router/WAP. The wireless router was put in so the installation would be easier...I didn't request it. However, if I can't watch DVR upstairs, I don't wanna pay for the extra receiver per month. Please advise. (We've done all the steps...still won't work.)

Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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Oct 29, 2014 12:30:11 PM
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Hi @bigdog5142,

 

We will be happy to look into this for you and get this issue fixed.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @bigdog5142,

 

We will be happy to look into this for you and get this issue fixed.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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Oct 29, 2014 12:49:55 PM
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We were having problems with the coax. The technician came and swore the wireless wouled solve all the problems

We were having problems with the coax. The technician came and swore the wireless wouled solve all the problems

Re: Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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Nov 15, 2014 11:19:04 AM
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 Three out of the last four nights, right around 10pm, our wireless boxes have lost connection, often saying something about not knowing which WAP to connect to (we only have one). When we power cycle the router and WAP, it comes back. Now today it's been going out all day, forcing us to power cycle the router and WAP several times already.

 

We had problems in the past, but things have been working great for a few months. Why is this suddenly becoming a persistent problem now?

 Three out of the last four nights, right around 10pm, our wireless boxes have lost connection, often saying something about not knowing which WAP to connect to (we only have one). When we power cycle the router and WAP, it comes back. Now today it's been going out all day, forcing us to power cycle the router and WAP several times already.

 

We had problems in the past, but things have been working great for a few months. Why is this suddenly becoming a persistent problem now?

Re: Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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Nov 17, 2014 10:13:49 AM
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Hi @TheWheelMan,

 

I am sorry about all the issues you are having. It sounds like there may be an issue with the WAP communicating with the devices. Try doing a full factory reset on the U-verse gateway by logging into the router at http://192.168.1.254 and going to the diagnostics page and doing a reset. If still having issues, it may be something wrong with the equipment, and we can definitely help get that fixed.

 

Thank you,

David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi @TheWheelMan,

 

I am sorry about all the issues you are having. It sounds like there may be an issue with the WAP communicating with the devices. Try doing a full factory reset on the U-verse gateway by logging into the router at http://192.168.1.254 and going to the diagnostics page and doing a reset. If still having issues, it may be something wrong with the equipment, and we can definitely help get that fixed.

 

Thank you,

David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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Nov 17, 2014 1:37:18 PM
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I logged into the WAP yesterday and changed the channel, as I saw suggested in another post in this thread. So far, the problem hasn't resurfaced since. I this happens again, I will try your latest suggestion, and then proceed from there as warranted.

 

Thank you!

I logged into the WAP yesterday and changed the channel, as I saw suggested in another post in this thread. So far, the problem hasn't resurfaced since. I this happens again, I will try your latest suggestion, and then proceed from there as warranted.

 

Thank you!

Re: Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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Nov 17, 2014 2:24:21 PM
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Hi,

 

I am glad everything is working great now. If you do run into any issues, feel free to reach out to us for help.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.

Hi,

 

I am glad everything is working great now. If you do run into any issues, feel free to reach out to us for help.

 

-David T

Need more help?

Download the myAT&T App and click Fix It Now! Support Tools to get U-verse help. For more assistance, send a quick message to ATTU-verseCare. Be sure to include your account number, name, and contact number.
*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.

Re: Ok. I have a Cisco Wireless receiver and I assume a Cisco...

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