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U-verse Issue
Instead of offering my help, I'm asking for help from the knowledgeable people on this forum!
I'm having an issue with my U-verse service. The issue began the day after I received the new firmware update ((6.3.7.42) on my 3800HGV-B RG about 2 weeks ago. This may be a coincidence or the reason for the problem. Since receiving the new firmware update, I will lose all U-verse services (TV, internet and voice) approximately 18 - 22 hours after the last time the RG was rebooted. The only way to restore service is by rebooting the RG. Then the pattern continues of losing service 18 - 22 hours later and the RG needing to be rebooted to restore service.
I contacted Tier 1 Technical Support about the problem last week. The TSR ran tests on my line, noticed some errors, and dispatched a tech. The tech arrived on site and mentioned that there were some errors on the line; however, they should not be enough to take down my service. He did replace my 3800HGV-B RG with another 3800HGV-B which also has the new firmware update. He also opened a ticket for an I&R tech to come out to check my line. True to form, I lost service again about 20 hours after my RG was replaced, and I had to reboot the new RG to restore service.
The next day, the I&R tech arrived, tested the outside line and discovered some errors on that line. He replaced the line running from the NID to the pedestal. As I could have predicted, 22 hours after the I&R tech left, I lost services again requiring a reboot of the RG to restore.
This patterned has continued since it started almost 2 weeks ago after my old RG was updated with the new firmware up. During the time that the service is up and running, I am having no issue with TV, internet or phone. All service work very well during that time. Also, when I do lose service, all the lights on the RG remain green. None of them begin to flash red which is a bit odd.
Contacting Tier 1 again on this issue would probably not be productive, so my next step will be to reach out to David's group. Before I do, I want to get some feedback from you guys. Is anyone else having this issue? Is it related to the new firmware update, or is that just a coincidence?
Also, here are my screenshots from UVT:
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texasguy37
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14.5K Messages
12 years ago
I wanted to give you guys an update. My new RG has been running without interruption for 3 days. The only things that have changed is that my 3800HGV-B has been replaced with a 3801HGV, and my battery backup has also been replaced. Not sure what was causing the issue that lasted about 3 weeks. I just hope this lasts. 🙂
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mibrnsurg
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20.4K Messages
12 years ago
TG, w/this download, suppossedly can view your HPNA/Coax stats on Realtime or if not there, I think it's this page in the 3800's GUI: http://192.168.1.254/xslt?PAGE=C_2_5.
There could possibly be something going wrong w/coax that can cause a whole system problem like this.
Unluckily nothing on the screenshots show anything wrong. 😉
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
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texasguy37
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14.5K Messages
12 years ago
Chris, thanks for responding. The coax info in the RG looks fine. SomeJoe has to rewrite the part of the UVRT program that extracts info from the 3800HGV-B after the firmware update in order for it to be reported on the Coax/HPNA tab. Also, as I said, there are zero problems when the system is up and running.
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SomeJoe7777
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9.4K Messages
12 years ago
2. Are you sure it's 20-22 hours after the reboot that it loses service, or is it at a particular time of day? To troubleshoot this, reboot the RG intentionally at about the 12 hour point after the last reboot. See if it's still 22 hours or if it occurs at approximately the same time of day as before.
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texasguy37
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14.5K Messages
12 years ago
SomeJoe, thanks for responding!
1. No, I have not tried a factory reset of the RG. I will give that a try.
2. Yes, it is definitely 18 - 22 hours from the last time the RG rebooted. It is not at a particular time of day. The service loss has occurred as early as 2:00 am and as late as 11:00 pm on a given day and all times in between. During this time, I have not rebooted the RG except when the service loss occurs. Although when the premises tech and the I&R tech were onsite, the RG was replaced or rebooted at a time when a service loss had not occurred, and the next service loss was in the 18-22 hour range after the RG was back online.
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texasguy37
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14.5K Messages
12 years ago
I performed a factory reset of the RG last night. I also rebooted the RG earlier today. Now I will see if I lose services over the next day.
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RCSMG
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23.3K Messages
12 years ago
Hopefully you won't
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Shyster951
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222 Messages
12 years ago
Texasguy37:
I've been noticing roughly the same issue with my RG in the past week or so. I'm in the Atlanta Metro area. As I'm currently at work, I cannot confirm whether my RG has the same update that may/may not be the root cause of your problem.
However, like you I would loose all services,( TV, internet & phone) (though the status lights all remained Green. Rebooting would fix the issue until the next day.
On the first service call, the Prem. Tech replaced the RG. Like your situation, that didn't seem to affect the loss of all 3 services as they soon all went out.
On the second visit, the Prem Tech opened up the service box (NID?) on the exterior of my home, and noticed that the previous tech who had installed the Uverse Voice service (roughly a year ago), had left some sort of line splitter that previously split the POTS signal off from the incoming signal. He said he removed this and 'directly wired' the incoming line to the NID.
Since then (10/21) we've not have any further service drops (knock on wood!) When I asked the Tech about the lag time between installing Uverse voice and these problems, he suggested that it may have just taken that long for the splitter to fail. He did not mention any update to the RG, however.
I hope this helps. If my situation changes, I'll post again.
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texasguy37
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14.5K Messages
12 years ago
Shyster951, thanks for the info.
I rebooted the RG yesterday around 8:15 am. This morning around 7:00 am this morning I noticed another loss of service; however, all lights were still green on the RG. So the pattern continues.
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jbdet313
Guru
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650 Messages
12 years ago
It almost sounds like what would happen if you had an overloaded or faulty electric circuit breaker in the panel.
Even though I'm not a total techie yet with this Uverse, with the above in mind, it's sounding like there's a problem somewhere in the VRAD. If this is happening with such regularity, as in the amount of time until something "trips", and the fact that everything operates fine during the time service is up, I'm leaning on VRAD problems to be the culprit. Especially since your RG is somehow receiving enough of whatever signal that it acts like everything's working just fine, and that's happening with a new one as well.
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