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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

Scholar

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222 Messages

13 years ago

I just heard from David's group that some changes were made over this past weekend 'to systems that could provide a positive impact on the stability of U-verse services.'

 

I guess I could experiment and put the refrigerator magnets back next to the RG to see if these changes were the fix, but I think I'll forego that option in the hope that my system will stay in its normal, reliable state.Smiley Happy

Scholar

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87 Messages

13 years ago

Hmmm.  Did David's group indicate whether the changes were on the customer's equipment or on AT&T's backend?  My RG firmware hasn't changed.

Scholar

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222 Messages

13 years ago

mtsindy:

My understanding is that the changes were made to equipment/software in AT&T's 'back office' network rather than to individual RG's.

Teacher

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14 Messages

13 years ago

I just found this thread after having issues with my Uverse setup. I am experiencing the same issue as texasguy37 where just after midnight, my service goes down but the modem does not indicate issues. According to Uverse Realtime, I have the 6.3.7.42-plus.tm firmware on my 2Wire. I called the automated system yesterday morning only to be told to call back if there were issues today. What is going to be the best way to get this resolved as I do not want to restart my 2Wire every morning for this to work?

Expert

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14.5K Messages

13 years ago


@TrueBlueLS wrote:
I just found this thread after having issues with my Uverse setup. I am experiencing the same issue as texasguy37 where just after midnight, my service goes down but the modem does not indicate issues. According to Uverse Realtime, I have the 6.3.7.42-plus.tm firmware on my 2Wire. I called the automated system yesterday morning only to be told to call back if there were issues today. What is going to be the best way to get this resolved as I do not want to restart my 2Wire every morning for this to work?

If you are losing service at the same time everyday, it sounds like your issue is a bit different than mine.  I would suggest calling Technical Support at the number shown in my signature.

Scholar

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222 Messages

13 years ago

Smiley Sad After a week's worth of reliability, my issue seems to have returned as of last night.  Same sort of thing:  green lights on the RG, solid green broadband and service lights, but my phone light dark and no internet or TV service.  Rebooting the RG brought everything back up, although it seemed to have difficulty xynching up (broadband light blinking rapid green, then red, back to green, back to red,  then finally solid green).

 

A quick email to David's group brought an impressively prompt reply, if only to say there's nothing they can see wrong in the line stats, but they'll continue to work on it.Smiley Happy

Mentor

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51 Messages

13 years ago

I may be having the same issue as you, with the lockups - however, I have a "clean" case because I just have pure internet and phone via ethernet. No coax, no TV. I did some pretty advanced logging and found that the issue is a kernel thread lock.

http://forums.att.com/t5/Residential-Gateway/Residential-Gateway-occasionally-locking-up-with-krtlock-errors/td-p/2954471

Please see this post for more details, and if you are able to look at your logs it would be really helpful to see if you get the same thing showing up.

Contributor

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1 Message

13 years ago

I'm glad I found this thread.  I too am having the same issue.  I've had my modem replaced twice already with 3800HGV-B's and I still have to reboot daily.  Guess next step is to replace my modem with the 3801.

Scholar

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222 Messages

13 years ago


@kshusker wrote:
I may be having the same issue as you, with the lockups - however, I have a "clean" case because I just have pure internet and phone via ethernet. No coax, no TV. I did some pretty advanced logging and found that the issue is a kernel thread lock.

http://forums.att.com/t5/Residential-Gateway/Residential-Gateway-occasionally-locking-up-with-krtlock-errors/td-p/2954471

Please see this post for more details, and if you are able to look at your logs it would be really helpful to see if you get the same thing showing up.

I'd love to be of help, but I haven't the foggiest idea about how to set up a 'logd server' on my PC to monitor this log.Robot surprised

 

Have you contacted David's group about your issue and the logging you obtained?  If not, drop'em a line at uversecare@att.com.  Phillip is the guy I've dealt with on my issue.

Mentor

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51 Messages

13 years ago

FWIW, I finally tried a full factory reset of the gateway (via the red button). It was a pain in the derrier setting everything back up, but the good news is in a week or so since then, I have not had any kernel thread locks (krtlocks) or freezes.

 

Given that they were regularly coming every 12-18 hours before, this is a pretty good sign things might be fixed. Still can't say for sure with 100% certainty things are totally fixed until I have an uptime of several weeks, but it is looking promising, and I wanted to post this here for anyone who stumbles in via a Google search or whatnot - try a factory reset.

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