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MrsKryten's profile

Mentor

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34 Messages

Friday, February 13th, 2015 6:31 AM

NVG589 rebooting throughout the week?

Howdy, folks:

 

We've been having issues with our U-verse Internet, TV, and phone going down for about 5-15 minutes during the week over the past several months. I thought there was an issue with our service but have since read several posts about others having their NVG589 modem spontaneously reboot and am wondering if this is what is happening to us. The next time all three of our services go down, what should I check for to see if it is a reboot issue as opposed to a service outage issue?

 

Thanks!

Expert

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20.4K Messages

9 years ago


@kmaher1010 wrote:

I noticed this on my gateway when I tried to enable ip6.  I had the gateway replaced because of the rebooting.I didn't occur on the new gateway.  A couple weeks later, I enabled ip6 again and the rebooting started again. I would love to turn ip6 back on but att will not acknowledge the issue. Basically two different model gateways manufactured years apart exhibit the exact same problem. 


No need for IPv6 yet, when there is I assume ATT will download a fix for the 589 and 510 RGs rebooting problem, they are aware of it.  Other RGs just suffer from some browsing problems, hopefully it'll fix that too. 😉

 

Chris
__________________________________________________________

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Mentor

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34 Messages

9 years ago


@kmaher1010 wrote:

i had a similar problem and turned ip6 off at the gateway.


Okay, it's been long enough now for me to think this solution finally resolved the rebooting issue on my NVG589 gateway. Thanks for sharing it!

Teacher

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34 Messages

9 years ago

MrsKryten,

 

I'm curious (since I've had many reset and service drop issues with the NVG589 that I never had with the 3800), whether this "solution" of disabling ipv6 on the RG is still helping another full month down the line (now).? 

 

Many thanks for a response if you're still looking around here. 

 

Also for mibrnsurg above that mentioned that ATT is aware of it and might/will/maybe issue an ipv6 fix for the NVG589 someday: If they're aware of it: Do you have any idea of how they describe the problem? Have the even begun troubleshooting it?

 

I'm able to leave it (ipv6) enabled, setup an ipv6 box and use it without trouble (up to a point). I've also just started trying this "disable ipv6" as an answer to losing all service, and this has been the longest my nvg589 has maintained service (and that amount of time is 1 1/2 days). . 

 

Any info is greatly appreciated: ipv6 was one of a few reasons I wanted the nvg589 so I'm interested in a fix if it's a problem. I guess I'm not believeing it's really stable yet.

Mentor

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42 Messages

9 years ago

Be aware that the NVG589 has a KNOWN problem with its internal battery back-up causing a freezing gateway.  AT&T's only response to this problem is (a) to use the NVG589 WITHOUT installing its internal back-up battery, and (b) await a replacement gateway (somewhere in the works, but thus far for MANY months, with no one knowing any timeline).  They also do NOT authorize using any external battery back-up with the NVG589, so if you have your phone bundled with U-Verse, you WILL lose phone connectivity during a power outage!  (The last service tech's response to this loss of home phone:  You do have a cell phone, don't you?)  It amazes me that a large, powerful entity like AT&T can't pressure Motorola into SOLVING THE PROBLEM in a timely manner.  And good luck trying to escalate this problem within AT&T.  Their response is to 'send out another service tech', who also knows about the problem but has no solution.  [I have had FOUR service techs out thus far!]

Mentor

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34 Messages

9 years ago


@Bob Bednar wrote:

Be aware that the NVG589 has a KNOWN problem with its internal battery back-up causing a freezing gateway.  AT&T's only response to this problem is (a) to use the NVG589 WITHOUT installing its internal back-up battery, and (b) await a replacement gateway (somewhere in the works, but thus far for MANY months, with no one knowing any timeline).  They also do NOT authorize using any external battery back-up with the NVG589, so if you have your phone bundled with U-Verse, you WILL lose phone connectivity during a power outage!  (The last service tech's response to this loss of home phone:  You do have a cell phone, don't you?)  It amazes me that a large, powerful entity like AT&T can't pressure Motorola into SOLVING THE PROBLEM in a timely manner.  And good luck trying to escalate this problem within AT&T.  Their response is to 'send out another service tech', who also knows about the problem but has no solution.  [I have had FOUR service techs out thus far!]


Hmmmm...not sure what you mean by freezing. Is it a temporary hang instead of a reboot? I haven't noticed any issues with the NVG589 since I disabled IPv6 and I still have the back-up battery installed. We have Internet, TV and Phone with U-verse so I understand how frustrating it can be when those services go down. Have you tried disabling IPv6 and keep the battery in place to see if that helps your situation?

Teacher

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34 Messages

9 years ago

It's also never been a problem for me (with a battery), but I do consider the lack of IPV6 a big screwup, since having it disabled is the only way to stay stable. I used to use it all the time for work. 

Teacher

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21 Messages

7 years ago

We tried turning off IPV6.  Modem still reboots.  This has been going on for years.  They now suggest a different modem, 5268AC.  Anybody have any experience with this? Did it help?  New problems?

Mentor

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42 Messages

7 years ago

When I had recurring problems with my NVG589 router last year, with AT&T techs confirming ongoing issues with this model router, and after repeatedly complaining to AT&T about my NVG589 issues, I became the first in my area to receive an NVG599 upgraded router replacement.  See if you can get the NVG599 router, as it has worked flawlessly since I received it over a year ago.  I think that AT&T had so many NVG589 routers still in inventory, they were reluctant to even tell customers about the upgraded NVG599.

Contributor

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3 Messages

7 years ago

Yes-. I have been having similar problems for the last year and AT&T can't seem to figure out how to fix the problem. They were supposed to have a technician out at my house between 9-11am today and they no-showed. (again). They just can't seem to get their act together. Very disappointed with U-Verse and AT&T in general.

Community Support

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6.7K Messages

7 years ago

In the past, modem environment was the cause of reboots and other service issues. Check out this article, it may help. 

 

-ATTU-verseCare

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