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madmax988's profile

Scholar

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602 Messages

Thursday, January 14th, 2021 8:16 PM

Still having issues after yesterday's major outage in Florida.

So yesterday AT&T's entire system was down in most of Florida.  My Internet (FTTN) and U-verse Tv services finally came back a few hours later, but I'm still having connectivity issues.  I've restarted the entire system multiple times.  The problem is most noticeable on TV where you will see approximately 1 minute chunks of shows missing, maybe 6-12 per hour, although it's often .  I had this problem previously for months, I swapped out equipment(dvr, stbs, gateway), reran wires, hardwired ethernet cables to laptop to make sure it wasn't a wireless issue, had at&t redo wire connections on outside of house did everything I could to fix it inside my house, none of that fixed it.  Then after dealing with it for 6 months, and being told there was nothing wrong with at&t's wires outside my house, I finally saw some at&t trucks working a block away from house and since then my problems were magically solved for the last 2 months.  BUT after the outage it seems to be back.

The other weird thing is that the gateway never seems to show any issues in states other than maybe a couple thousand FEC errors per 24 hour period and the 1 minute is too short for the gateway to be restarting since that takes 5-15 minutes.  Also the internet seems to have the same momentary losses, but its harder to track then tv, since internet isn't used continuously like a tv show is.

Any ideas?  I'm really sick of unwatchable tv.

ACE - Professor

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5.7K Messages

3 years ago

Sounds like you have VDSL2 service?  Copper phone lines, right?

Anyway, att is supposed to do line quality tests to verify service to the RG is adequate.  Down to the settop boxes gets dicey, especially if using a WAP.  The DVR must be hardwired and shouldn’t exhibit any issues.  

If the issue is outside the house, no one here is going to be able to help.  Requires escalation through repeated calls to the 800 number. 

Scholar

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602 Messages

3 years ago

Yep VDSL2 50/10 highest service available with pair bonding.  The DVR is hardwired via ethernet. The fact that replacing the DVR didn't fix the problem last time.  Doing line work near the node fixed it last time, but it was random they fixed it.  I complained for months and they said it was fine and couldn't find any problems, but after they did the line work it was fixed for 2 solid months.  

Then yesterday when service came back after outage that affected the entire state of florida, the problem had returned.  My neighbors were also having issues as well.  

It (Edited per community guidelines), the copper lines are ancient, and at&t refuses to repair them because they claim they are switching to fiber, but they've been promising fiber for 6+ years.  At&t only ran fiber to the premises on 1 street(5 years ago), because that's all that's required to claim the entire census block and get that sweet sweet money from the federal government (and prevent any other company from claiming the money for running high speed lines).  And it's not like it's an expensive rural installation, it's a suburban neighborhood in a major city.  

The problem with the RG line tests (and the data that also displays @ 192.168.1.254)  is that whatever the issue is it doesn't show up in the logs or data.  My only guesses that make any sense are that it's either 1) a line issue down the street 2) a hardware issue at the node  3) a hardware issue @the central office 4) a software issue at the central office. 

But it's been a year now since these problems first started and at&t still hasn't managed to solve it.

(edited)

ACE - Professor

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5.7K Messages

3 years ago

Something to consider if you can arrange a call with a higher level support person.  Switch everything off, devices that use WiFi and so on, leaving just the gateway and the one DVR.  Then watch TV and let them monitor the connection while the issue is happening in real time.  

In the end it’s up to them to determine the cause and then make the decision to resolve it if on their end.  

Scholar

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602 Messages

3 years ago

I've never gotten to a person high enough up they were willing to try that.  Usually it takes 2-3 hours just to get to a usa domestic representative who sometimes is tier 2.

But I guess I could try.  

Scholar

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602 Messages

3 years ago

I should also mention I suspect the systemwide internet dropouts are shorter than 1 minute most likely.  Because my guess is the 1 minute if missing tv is loss of signal+signal comes back+tv channel reloads/reestablishs itself, which takes (All you see on a recording is tv freezes then jumps 1 minute)  happens on live TV too.

Thats why its less noticeable on internet where the connection reestablishs quicker.  

ACE - Professor

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5.7K Messages

3 years ago

Maybe you have bad ports in the VRAD.  Someone would need specific direction to come out and do that work on your behalf.  Notwithstanding, watching UverseTV should be a smooth experience.  An HD stream only needs about 5Mbps.  It should not skip or stutter.  

Scholar

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602 Messages

3 years ago

5ish Years ago I had a tech decide my vrad was an ancient version because 8 was the first person in my neighborhood to sign up for uverse when it first launch like 10+years ago.  He put in a ticket to get it replaced since my neighbors in the same node were on newer cards.  Corporate told him since I still had some service and wasn't physically disconnected that it was too expensive and they wouldn't authorize him.  His manager put the ticket in again and they turned it down again.  Now I think at one point they may have eventually upgraded the entire node or my card when I finally got pair bonded to get me from 18/3 to 50/10mbps.  But I can't be sure

Scholar

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602 Messages

3 years ago

hmm so another piece of testing info...

The internet problems seemed to have gotten better, but the tv problems are worse than ever.

I tried watching some live tv on a non-dvr stb and what would happen is when it would glitch it would pop up an error message saying something like "switched to live tv to continue viewing and sometimes what it had recorded so far would disappear. (not by actually pressing record, but just the automatic pause live tv recorded so far section. but the live tv would keep playing with only maybe 1-10 seconds missing (again making me think the disconnections are in reality fairly short in duration, could this explain why they don't show up in router data or testing?)

Another time while watching live tv on DVR stb, it froze completely, I went and check another room(non-DVR stb) and the same channel was working fine.  When I went back to DVR stb, and changed channels it worked fine, and changing back immediately the original channel also was working fine. 

On DVR recordings the glitches are getting worse happening more often, and sometimes instead of 1 minute they are closer to 5 minutes.  

It looks like I maybe need to do some more testing.

Any ideas what could be causing this?

ACE - Professor

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5.7K Messages

3 years ago

One of two things is happening.  Either your WAP is too far away from, or has too many physical obstructions to the settop boxes, or, you have an incompatibile piece of hardware interfering with the U-verse TV data stream.   Switch or router.  Make sure the WAP is connected to one of the four yellow Ethernet ports, and is separated by at least 3 feet from all other WiFi devices.  Lastly, you can optionally do a factory reset on the WAP by holding the reset button on the back for 10 seconds and then pair the devices again.  

Scholar

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602 Messages

3 years ago

Why would the WAP be effecting it? And which device are you calling the WAP?

My setup is bgw 210 with wifi disabled dhcp on

Netgear nighthawk r7000p serving wifi and ethernet as an access point only no dhcp.

Cisco ISB7500 DVR via ethernet

Cisco isb7000 via ethernet 

Ven501 wirelessly feeding 

Motorola vip2500

&isb7005

Do you think there would be any point in attempting the "non destructive" reset of the dvr?  In the past on other dvrs I have had whenever I've tried it usually I end up erasing all my shows or the dvr dying completely at that point.

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