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texasguy37's profile

Expert

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14.5K Messages

Saturday, October 22nd, 2011 5:37 PM

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:

 

Stats-2011-10-22-12-03-04.png

 

 

ErrorTable-2011-10-22-12-03-27.png

 

 

Bitloading-2011-10-22-12-03-35.png

3 Attachments

Expert

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14.5K Messages

13 years ago

The factory reset of the RG is holding down the small reset button in the back of the unit for about 20-30 seconds.

Master

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5.7K Messages

13 years ago

OK, T.G.   Thankyou.

 

We have not experienced the same problems with our RG since the upgrade.  BUT.....recently, on three or four occasions....late at night(like after 1 or 2 AM) we have experienced total loss of channel 1210.  I get the message on the screen reporting loss of signal and all the suggested trouble shooting moves.   Other channels are OK.  Just the one channel disappears.....sometimes for 5 minutes....sometimes for as much as a 1/2 hour.  Everything else works fine.  I think it must be a problem at the program source.  The HD channel 210 does not suffer this malady.  This is a fairly recent problem.  Always the same.  Just the one channel goes dead for a period of time.  This doesn't sound anything like your problem....at least not to me.

Scholar

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222 Messages

13 years ago


@texasguy37 wrote:

Thanks, Shyser51.  Do you know if your issue began after receiving that firmware update?


I assume so, but I did not check the 'old' RG that was replaced on 10/19 for what firmware version it was running at the time we suddenly began to have loss of service first noted 10/17.

 

However, the onset of the problems with my service roughly correspond to when yours began, AND the new RG has the same firmware version as does yours now, and was experiencing the same loss of service until the Prem Tech rewired my NID as previously described.

Expert

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14.5K Messages

13 years ago

Thanks for the info.

Scholar

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222 Messages

13 years ago

No problem.  In the process of this I've gone from 'Senior Newbie' to 'Junior Ninja'... Wooo Hooo!Smiley Wink

Expert

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14.5K Messages

13 years ago

Congrats!

Scholar

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222 Messages

13 years ago

Sorry to say that after being up since last Friday, i returned home to no TV, Uverse phone or internet.  Rebooting the RG brought it all back up, for how long remains to be seen.  

 

Guess I'll call back the same Prem Tech to see what he has to propose this time.  Smiley Sad

Expert

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14.5K Messages

13 years ago

I am now working through my issue with David's Group.   I struck out with all of my troubleshooting steps.  The problem continues!

Expert

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23.3K Messages

13 years ago


@Shyster951 wrote:

Sorry to say that after being up since last Friday, i returned home to no TV, Uverse phone or internet.  Rebooting the RG brought it all back up, for how long remains to be seen.  

 

Guess I'll call back the same Prem Tech to see what he has to propose this time.  Smiley Sad


If you can't reach the prem tech come back here and click on the hyperlink in my sig.  You will be taken to David's contact info.  Sned him an email with your info and he or a member of his staff will be in touch with you.

Expert

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14.5K Messages

13 years ago

I had another tech onsite today as a result of working with David's group.  He replaced the 3800HGV-B RG with a 3801HGV RG and replaced the battery backup.  I have posted new screenshots from the 3801HGV RG below.  I noticed a dramatic reduction in the Noise Margin and the Power Level along with changes in the Bitloading graph compared to my previous post.

 

 

Stats-2011-10-26-22-18-57.png

 

ErrorTable-2011-10-26-22-19-21.png

 

Bitloading-2011-10-26-22-19-29.png

 

CoaxHPNA-2011-10-26-22-19-36.png

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