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Persistent Signal Error: Uverse Signal has been lost

Tutor

Persistent Signal Error: Uverse Signal has been lost

I have rebooted the entire system several times; however, problem persists. Each channel will play fine for approximately 10 seconds and then freezes. U-verse signal lost message pops up each time. I am having no issues with my wifi which is also provided through AT&T. This issue mysteriously started yesterday with no prior issues.
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Message 1 of 22
ACE - Expert

Re: Persistent Signal Error: Uverse Signal has been lost

Did you change the way your U-verse TV Receivers are connected to the U-verse Gateway immediately before this issue?  I.e. insert a router, switch, or other network device in the path?

 

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*I am not an AT&T employee, and 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 22
Tutor

Re: Persistent Signal Error: Uverse Signal has been lost

Hi! I didn't make any changes. It was working fine as I watched the news before work yesterday morning and when I returned from work is when I saw the "signal lost" message. I went through the normal reboot steps, but the channels would only stay on for about 10 seconds and freeze up again.

Any other thoughts? I also turned off the power in the main room where the receiver is docked and then back on (as suggested by another community member). Works for a few seconds then freezes again.
Message 3 of 22
Tutor

Re: Persistent Signal Error: Uverse Signal has been lost

Hi! I didn't make any changes. It was working fine as I watched the news before work yesterday morning and when I returned from work is when I saw the "signal lost" message. I went through the normal reboot steps, but the channels would only stay on for about 10 seconds and freeze up again.

Any other thoughts? I also turned off the power in the main room where the receiver is docked and then back on (as suggested by another community member). Works for a few seconds then freezes again.
Message 4 of 22
ACE - Expert

Re: Persistent Signal Error: Uverse Signal has been lost

I assume "signal lost" implies you're having the problem with a wireless receiver.  How may bars does it show on the front of the receiver?

 

How about your dvr?  Is it working ok (on tv plugged into that dvr)?  And is it working ok when the "sig lost" appears on the wireless?

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Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 5 of 22
Tutor

Re: Persistent Signal Error: Uverse Signal has been lost

That's the odd thing about all of this. I initially thought that it was the wireless receivers but that's not the case. While, I do have two wireless boxes one in the family area and one in a bedroom - the main receiver is in my bedroom. Both wireless boxes have excellent signal strength and I'm having zero issues with my internet service. Also, I am able to play on demand movies from the "Premium" menu options without the screen freezing.
Message 6 of 22
Tutor

Re: Persistent Signal Error: Uverse Signal has been lost

That's the odd thing about all of this. I initially thought that it was the wireless receivers but that's not the case. While, I do have two wireless boxes one in the family area and one in a bedroom - the main receiver is in my bedroom. Both wireless boxes have excellent signal strength and I'm having zero issues with my internet service. Also, I am able to play on demand movies from the "Premium" menu options without the screen freezing.
Message 7 of 22
ACE - Expert

Re: Persistent Signal Error: Uverse Signal has been lost

I'm trying to fully parse your reply.  So does that mean the dvr freezes too when viewing both live tv and dvr recordings (i.e., everything else that isn't on demand)?  The part I need to understand is "signal lost".  I wouldn't expect you would see such an error on the dvr.  And just be clear the dvr is the one wired to your gateway.  You said you "rebooted the entire system".  Does that mean you pulled the plug on the dvr for, say, 15 secs., and then let it reboot?

___________________________________________________

This is a public forum and I am a customer just like you. Click kudo if you feel this post is helpful and "Accept as Solution" if it solves your problem.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 8 of 22
ACE - Expert

Re: Persistent Signal Error: Uverse Signal has been lost

The reason I ask is that working for 10 seconds, and then losing the channel is a textbook symptom of trying to route your U-verse TV traffic through a router or a switch that doesn't pass the multicast signal for IPTV properly.  If you do not have a switch in the line, then my next suggestion is whole house reboot: turn off all your U-verse equipment, including the gateway.  Plug in the Gateway and let it get far enough that Ethernet works.  Then boot your DVR let it boot up so that you can watch TV on it.  Then plug in your WAP and let its lights get "normal."  Then boot up your other U-verse Receivers.

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and 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 9 of 22
Employee
Solution
Accepted by topic author
Accepted by TV_Junky
‎06-28-2017 7:16 PM

Re: Persistent Signal Error: Uverse Signal has been lost

If you change the channel up/down the next channel also works for about 10 seconds?

Can keep changing the channel and problem repeats on any receiver?

Have a copper install? Or Direct Fiber install?

 

The symptom described is not connecting to multi cast stream....

When first go to a channel connects on uni-cast, Video on Demand is also a uni-cast stream.

After a short time (about 10 seconds) the channel joins the multi cast mode (on normal working services may see a brief screen flicker when switch is made).

 

The gateway receives, processes and sends signal (channel) to receiver(s).

Thus this is a gateway/signal issue not a DVR/receiver issue.

 

The process to troubleshoot/repair....

1) reboot gateway

2) factory reset gateway

3) replace (swap) gateway

4) port swap at VRAD (copper installation)

 

If after doing steps 1, 2 call 1-800-288-2020 to schedule a service call.

Most likely the gateway is the issue.

Tech can replace gateway, if problem not resolved, the tech can then perform a port swap.

 

*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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Message 10 of 22
Tutor

Re: Persistent Signal Error: Uverse Signal has been lost

A tech/repairmen was dispatched and confirmed that the issue was with the gateway due to a bad "splitter". He indicated that I was one of several in my apartment community that he repaired on this past weekend. Thank you!
Message 11 of 22
Contributor

Re: Persistent Signal Error: Uverse Signal has been lost

This happens to me too.  I have had countless conversations and "chats" to try to correct the problem.  I had a Tech come out and he swapped our DVR for a "New" one.  The problem persists.  This is uber frustrating and annoying.  Who wants to have to unplug the dvr when watching a show.  Also frustrating, because it can be recording a show but if it loses signal we miss part of the show.

Message 12 of 22
Contributor

Re: Persistent Signal Error: Uverse Signal has been lost

We have been having this issue as well. Initially we scheduled a service call because our internet kept kicking us off our devices. Tech came out and swapped router to a “new” one that connects through phone jack rather than coax cable. Because we have jacks in only one bedroom at the front of the house, he had to move the router to that area from the center of the house (which, by the way, makes our signal weak in the back of the house where our master bedroom is).  Oh, and he arbitrarily moved our primary DVD receiver from the living room to the one in that front bedroom (what the...?). This has been a headache for the last 6 months and they can’t seem to resolve one problem without causing another. Frustrating. 

Message 13 of 22
Contributor

Re: Persistent Signal Error: Uverse Signal has been lost

Well my wife just called and said all our tv's have "once again" lost their wireless signal.  Have had tech 3 times, numerous calls to the center where some guy from India had me pushing buttons all over my house.....and I only saved a few buck over comcast. I am very sorry I switched.  More problems in 5 months than I had in 5 years with my old carrier.

Message 14 of 22

Re: Persistent Signal Error: Uverse Signal has been lost

att sells a device called an "air tie" that is a range extender that will solve your wifi issues, if its a wifi stb that your referring to try moving the wap (wireless access point) away from the router and be sure its not right behind your tv or on top of a subwoofer.  btw its a dvr not a dvd😉

Message 15 of 22
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