10-02-2012 12:55 PM
new to uverse, Game Lag and Intermittent Video Freeze
I have been working thru the issues on my own and things seem to have stabilized to the point that things are marginally annoying
What's been done to date:
installer came out and Tested my household wireing using a fluke tested and certified my household wireing (AT&T's standards must be pretty low)
At my Phone Service Box (AT&t Dmarc) Disconnected all wireing and Ran a new, Dedicated CAT6 line to where my RG is installed being careful to avoid all obvious sources of RF interferance
Things are better service has stablized video freeze usually once a night, Game Lag who knows I only hear it when it is very bad
Week 2 Weekend - Video freezing on and off on staurday and noticable Game lag, Equipment reset, normal occasional video Freeze
Present - Posting to Community
lastnight I reset my counters and will continue to post the updates
How does my Bitloading look? from Everything I read It looks like I have a bridge TAP but I know for a fact that there isn't one on the CPE side as I ran a brand new Cat6 and disconnected everything else from the CPE side of the Demarc and I am not back feeding Dialtone
HDVR - Coax
STB#1 - Coax
STB#2 - Wireless (nothing else is using Wireless in my household)
I have Internet (12mb) and Phone (1 line) service as well
Solved! Go to Solution.
10-22-2012 9:57 AM
Talked to a AT&T representative and he said that I have a tape at 75’ (my guess is from the Residential Gateway) I informed him that I ran a brand new cable and it is a homerun and I am currently not backfeeding dial tone to the house (again I do not want to confuse the issues)
AT&T had me move the Residential Gateway and connect directly to the diagnostic port on the AT&T Service box. Once the line is up he retested the line and there were no bridge taps
The final conclusion is that if my service continues to be problematic, I’d need my AT&T Service box to be replaced
I have one more test I can try if I feel like it, Since I am old school and it’s just as easy to run 2 cables as it is to run 1 cable. My very last test will be to grab my crimpers and a couple RJ11’s and terminate the extra cable and connect directly to the diagnostic port .
10-29-2012 7:28 PM
I just completed my testing using my extra cable
RG<----->RJ45(EIA-TIA568B)<---Cat6----->RJ11c4 [w/g,b,w/b,g]--->test/diag port on the NID
so we have diffenitly proven that it is the NID. So what's next, will AT&T want to replace my NID? Should I have my NID replaced?
Throught this process, i noticed that everytime we made a change my distance from the Vrad went down by 100' (I wish I had a distance before i ran a new cable)
10-30-2012 10:12 AM - edited 10-30-2012 10:12 AM
While connected this way, are all issues with your service resolved? If not, we're still looking for the problem. If so, then I'd contact the community manager you were working with and tell him what you did.
If you don't have a direct contact channel for him, then use this Customer Service link to send a Private Message (PM) to the AT&T customer service team to let them know what's going on. Reference any ticket number you may have.
10-30-2012 11:23 AM
long story short,
the community manager consulted with I&R manager?
he verified what I was doing but questioned the use of RJ45's - that is a discussion for another day
feeling confident with the previous diagnostic sessions results, pointing to the NID as being bad and since I ran an extra cable to the RG
all that is necessary was crimp a rj11c4 on the end (of the extra cable) and connect to the NID diag port
Low and behold - NO MORE BRIDGE-TAPS and my distance to the VRAD when down to 800'
the community manager stated that "this is by no means an AT&T recommended configuration/solution"
he also said that "if it is working and is stable you may want to live with it" as AT&T dosn't like to change out NIDs and this will involve the UVERSE side of the house initiating a service ticket to the POTS guys and then when complete back to the UVERSE to certify service. He felt there is alot that could go wrong in this process
So my question is to change my NID or not that is the question?
10-31-2012 6:17 AM
If it were me, I'd probably live with it, though I agree that it looks like your NID is bad and needs replacement.
I guess it depends on your tolerance for dealing with AT&T until they can "get it right."
Having service trouble? There is an app for that!
Click here to check it out or text myATT to 8758 to download the app. You can quickly and easily resolve your service woes!
You will also find some helpful articles below.
© 2017 AT&T Intellectual Property.This link will open a new window All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Congratulations! You earned the Liz badge!