Wireless receiver loses connection to access point

Teacher

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. 

Message 1 of 191 (193,689 Views)
ACE - Master

Re: Wireless receiver loses connection to access point

I located this on another forum:

"The issue was with the Cisco WAP.  ATT came out and replaced it with a new next generation Motorola WAP.  I have had no connection issues in the last 2 weeks.  The new WAP does not use the 5GHz band that the Cisco WAP used.  My SSIDer tool can't see the new frequency band, but I suspect that this new band has much less interference."

Do you by chance have a Cisco WAP?

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 191 (170,746 Views)
Teacher

Re: Wireless receiver loses connection to access point

I do indeed.  Guess it's time for another hour or more on the phone with tech support to get it replaced.

Message 3 of 191 (170,748 Views)
ACE - Master

Re: Wireless receiver loses connection to access point

Hang tight and one of the community managers will be along and can assist you further.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 4 of 191 (170,749 Views)
Community Support

Re: Wireless receiver loses connection to access point

Hi lwoxen,

We apologize about the inconveniences, but I would be glad to assist. One thing worth trying is changing the wireless channel on the Cisco WAP.

To do this, just login to your U-verse gateway by going to http://192.168.1.254. From there you should see a list of all the devices connected, and you just want to choose the details on the Cisco AP. It should give you an IP Address. From there, type that IP address into your browser. It should ask you for a user name and password:

User: ATTadmin

Pass: 401!VEN

From there go to the wireless options and change the Control Channel option to one of the 4 channels. I would suggest trying 36.

Let us know if that works. Also, I will be sending you a private message, so if you do have any further problems, you have a direct point of contact.

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 5 of 191 (170,749 Views)
Employee

Re: Wireless receiver loses connection to access point

Hello lwoxen , I was working on your issue with david_t and have sent you a private message as well. We are shipping you a Wireless Access Point. Smiley Happy

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 191 (170,754 Views)
Teacher

Re: Wireless receiver loses connection to access point

Just a quick update.  We have had no further dropped sessions since replacing the Cisco WAP.  Thanks again for all the help!

Message 7 of 191 (170,750 Views)
Employee

Re: Wireless receiver loses connection to access point

Excellent! Thank You for the update. Smiley Happy

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 8 of 191 (170,750 Views)
Highlighted

Re: Wireless receiver loses connection to access point

I would really like to know how to fix this problem.  I did as ya'll suggested and changed the channel to 36 but my wireless receivers still drop the connection all the time.  It's pretty bad when you are having a lot of people over to watch a football game and every 10 minutes the wireless receiver drops the signal.  Can I get a new Motorola WAP too to see if that helps?  I can install it myself if I can get it shipped.

Message 9 of 191 (170,363 Views)
Contributor

Re: Wireless receiver loses connection to access point

I have the same issue, all my wirelless receivers (2) keep losing connections. I have the Cisco AP. I read through all these forums and tried everything suggested and I still keep losing the signal, especially when watching recorded shows on the DVR. When I got the uverse a few months back I wanted everything hard wired because I did not believe this would work.  My installer told me he was giving me the wireless at no charge because it would be to hard to wire my house, pretty sure he didn't want to go in the attic during the summer.

 

Also, I have already had to up my internet plan to a faster speed (cannot tell a difference) which just wiped out my savings over timewarner and the internet is still much slower than TW.  I have yet to be able to watch a whole show on the uverse app on my ipad with out losing a network connection.

 

What to do now? Go buy a spool of wire and wire the house myself?  Take the loss and go back to TW?  

 

Sorry for for the rant.

 

 

Message 10 of 191 (170,344 Views)
Employee

Re: Wireless receiver loses connection to access point

Hello cindyh5161,

 

I'm sorry you are experiencing the same issue with your Wireless Access Point for your receiver. I can help you determine if it needs to be replaced. I have sent you a private message to gather specific details and assist you further.

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 191 (170,335 Views)
Employee

Re: Wireless receiver loses connection to access point

Hello Jarange,

 

I can also help you resolve the issues you are experiencing. I apologize about your service interruptions and would need to do further testing to identify what is causing the wireless interference in your home. It is possible you have a defective WAP for your receivers but if the wireless interruptions are also noticed when connected to your iPad I would like to find if there is another source for these interruptions. I have also sent you a private message to assist you further.

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 12 of 191 (170,332 Views)
Contributor

Re: Wireless receiver loses connection to access point

Hello. I am having this exact problem.  Both of my wireless receivers lose the Cisco WAP signal.  The WAP is about 20 feet from the main TV box

 

After spending an hour on the phone with the AT&T rep and going through the endless checklist of posible causes, AT&T finally sent a tech out to our house (which I had to take off work to meet).  The tech was befuddled and finally replaced the WAP with another Cisco WAP.  The problem continues to this day, and it's driving my family crazy.  Since finding this discussion chain, I tried changing the control channel.  Unfortunately, this hasn't fixed the problem.

 

Please help. 

Message 13 of 191 (170,158 Views)
Employee

Re: Wireless receiver loses connection to access point

Hello admiral1869,

I'm sorry you are having issues with your Wireless Receivers. I don't know your specific setup but it seems like the WAP may need to be relocated. Usually a Standard Ethernet cable is used to connect the WAP to the Residential Gateway which leaves the device in close proximity to other electronic components that could be causing major interference on the WAP. By using a longer Ethernet cable and getting the WAP further away from these possible interferers, it may improve the connection between the Wireless Receivers and the WAP. I have sent you a private message for further testing and help you resolve this.

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 191 (170,132 Views)

Re: Wireless receiver loses connection to access point

I am still waiting for my new Motorola WAP.  I replied to the e-mail that you sent ot me but I still have had no response and AT&T does not show an order for this. Please reply as quickly as possible because I am still having the problems.

Message 15 of 191 (170,093 Views)
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