tomservo's profile

Tutor

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5 Messages

Tuesday, December 16th, 2014 4:04 PM

NVG 589 reset issues

I was told by the AT&T tech who installed my NVG 589 that periodically it would lock up and would need to be reset by pulling the plug, then pulling the battery. Last night I lost wireless, tv etc and the broadband 2 light went solid red. Unplugging the modem to reset it did not work, so I pulled the battery. That reset it and afterwards everything worked fine. Has anyone else seen this and if so is there an actual fix for it? Firmware upgrade, something?

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Mentor

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35 Messages

9 years ago

Here is how to alleviate this issue. Trust me AT&T couldn't figure my issue out either. They kept replacing my NVG589 and no improvement. So finally, I figured out the problem and have no issues since Dec '14. WHere before, I was having issues several times daily. So please read below. There are several other threads complaining about the same thing and I have been replying to those so I pasted my response to those threads below with what you need to do. Good luck!

Have you logged into your AT&T modem and disabled IPv6? Please try this. I have the NVG589 and I was having these same issues as well as my internet completely dropping, TV signal freezing up and modem rebooting. This was going on a few times a day as soon as I signed up and had the service installed. Well after several months of troubleshoot with AT&T and modem replacements, I finally started looking into the issue a little bit in more detail and noticed that the log was reporting IPv6 errors, googling reveiled that others were seeing same issues. So after I disabled IPv6 on the NVG589 I immediately saw an improvement in performance AND my internet hasn't dropped once nor has my TV signal froze or my modem rebooted. And I disabled IPv6 back in Dec 14. So I went from having these issues several times daily with IPv6 enabled to ZERO issues since disabling it. Plus, at the moment IPv6 in not even needed at this point so disabling it will not cause any issues with your service.

Expert

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20.4K Messages

9 years ago


@tomservo wrote:

I was told by the AT&T tech who installed my NVG 589 that periodically it would lock up and would need to be reset by pulling the plug, then pulling the battery. Last night I lost wireless, tv etc and the broadband 2 light went solid red. Unplugging the modem to reset it did not work, so I pulled the battery. That reset it and afterwards everything worked fine. Has anyone else seen this and if so is there an actual fix for it? Firmware upgrade, something?


Hopefully they'll come up w/a software download soon to fix the 589 problems.  You're doing what you need now by taking out the backup battery first to get a real reboot.  Good luck 😉

 

Chris
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Tutor

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5 Messages

9 years ago

So I trust this is a known issue with the 589s? I didn't see many similiar posts in this community blog so I was wondering. Thanks...

Contributor

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1 Message

9 years ago

I have similar problems with uverse I get bad pixeling in tv and not internet and their techs cant fix it so lets pray for a new Gateway or a firmware fix but sometimes you have to take all ethernet lines off gateway then remove battery then reboot then only put ethernet cable for the 1 item you want to use atleast this works for me for a few hours at a time then back to reboot or call them everyday until they hate you like they hate me

Tutor

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5 Messages

9 years ago

Thanks much! I had wondered about that having seen a few IPv6 errors both in the router log and the laptop event viewer. I will try that this evening and post my results, thanks!!

Mentor

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35 Messages

9 years ago

@tomservo - Have you had a chance to try? If so, and improvement?

Tutor

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5 Messages

9 years ago

It definitely seems to have helped! Of course in the meantime I had random router rebooting so I had the entire router replaced. After installation I also disabled IPv6 and so far so good....

Mentor

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35 Messages

9 years ago

@tomservo - Fantastic! Glad to hear things are working better.

Contributor

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2 Messages

9 years ago

Nothing has stopped the resets. They have replaced the line from the pedistal to the house, replaced the connections in the box on my house, replaced the line into my house, replaced the cabling bewteen that line and the RG, and replaced the RG.

 

IPV6, being on, or off does nothing. Running with the older Belkin UPS or the Arris power supply does nothing. The power is clean.

 

The system just resets. Usually twice a day. It's NOT a reboot as some people say.

 

It generally lasts for about 45 seconds, althought the HPNA takes longer to synch and come back up.

 

They say ot's with the 'j cards', and not the 'n cards', but we're on an 'n card'.

 

I'm getting the feeling they don't have a clue what the problem is.

 

One tech said that the card might need to be replaced, but they cost over $30,000, and it takes 'an act of god' to get it replaced (understandably) but the service isn't too reliable. It dumps everything when it goes down, TV, phone, internet...

 

I talked with Arris engineers about the issue, and they say that the AT&T boxes have so much disabled, at their request, that diagnosing the issues is hard to near impossible. They claim, in typical finger pointing fashion, that it's 'definately not their product causing it'.

 

We can put men on the moon (supposedly) and we can't get reliable digital services to a simple house? That's hilarious.

 

In the mean time, some of their people blame flourescent lights for causing the problem. Really.

Tutor

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4 Messages

8 years ago

Teacher,

 

Thank you for the post. 

 

While staying at friends house, I have been experiencing random WiFi signal drops on an NVG589.

 

So, I called ATT and the answer was always the same. Reboot your device and reconnect.

I tried other things, like reboot the modem and devices and reconnect, or reset the modem and reboot devices and reconnect. Needless to say, they do work but what a waste of time.

 

However, that is not the kind of SLA that I am used to, so I continued calling. Eventually, they replaced the NVG589 with an NVG599. Initially, I was quite pleased but in the end the problem manifested itself again.

 

So, I just turned off ipv6 on the modem, something I did long ago on the network card of my laptop, and hope this will do it. I will keep you posted.

 

Thank you and regards,

 

Jean-Pierre

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