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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.

Scholar

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602 Messages

3 years ago

Ugh attempting to test all the various combinations with an intermittent problem is painfully slow way to diagnose/ narrow down the problem.

I powered down all my equipment.  Then turned on RG +dvr+tv wap+stbs but left my r7000p powered off.

minutes. Tv was fine on stb and dvr for about 25 minutes.  

Then I started having problems.   On the dvr it will sometimes say uverse signal has been lost, but at the same time stb in other room is fine.  And then on dvr if you switch channel it will work fine and if you switch back the original channel is also fine.

But on other stbs you'll also get issues on live TV at different times.

The annoying thing is none of these tests seem to be consistent if I try them again ill prob get completely different issues/ errors /successes /failures.

So I figure it's down to 3 possibilities 1) its a network issue outside my house 2) its the dvr 3) its some sort of weird conflict between equipment.

I think 3) is unlikely given that I still had issues with just dvr + stbs running.

The other thing is again the timing.  At 3 pm wednesday before the major att outage I had zero issues.  At 4pm the service went out for the entire state of Florida.  At like 7 pm when the service was restored I had this issue.  So nothing changed inside my house during that time.  

Any other ideas of tests I should run to try to narrow it down? I have an outside tech coming but not for another week still.  

Scholar

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602 Messages

3 years ago

Ok so I'm still so confused. 

I'm watching the Browns vs. Chiefs playoff gaming missing tons if it due to the glitches.

At one point after catching up to live TV to watch it (watching on the dvr stb) .  It freezes goes to black on that channel but is fine on other channels and then the dvr shutdown and restarted itself. Seems like a dvr issue right? 

I unplugged the dvr and went to watch live on the stb connected via ethernet.  And then that stb glitched with a 1 minute disconnection.  So the dvr couldn't have caused that since it was unplugged wt the time. 

So once again I still have no idea what the issue is.  

Anyone1 got any ideas?  This is driving me nuts

ACE - Professor

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5.7K Messages

3 years ago

Is any of your Uverse equipment connected to the Netgear box?

Scholar

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602 Messages

3 years ago

No everything is connected directly to the bgw210-700.  Port 1 dvr port 2 stb port 3 the wireless stb WAP port 4 netgear.  

Scholar

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602 Messages

3 years ago

Yet another weird symptom... I plugged the dvr back in.  3 shows are recording.  I stopped recording one of the shows.  Then I erased what had recorded. As soon I erase it, the dvr immediately starts recording the same show again.  Happens every time.  If I stop recording but leave the show without erasing then it doesn't start recording it again.  

ACE - Professor

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5.7K Messages

3 years ago

The simplest configuration is to just leave the wired settop boxes connected, the WAP off.  If the Netgear is only an AP, it’s up to you to leave it on or not if you need an internet connection to help with testing.   Get an inside tech to come see the problem firsthand.  
As for the outside tech, I’m not sure if they’ll talk to you directly.  
That whole network outage we had was unsettling, I agree.  I’m not seeing any adverse effects here in palm beach county.  

Scholar

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602 Messages

3 years ago

Yet another weird symptom.

With DVR unplugged, watching live tv on wired stb still has glitches/loss of signal, but at the same time the wireless stb's are fine.  The wireless stbs do have the same issues when Dvr is plugged in.

It makes no sense, if the issue is the DVR unplugging the DVR should solve the problem, but it doesn't on the wired STB.

But, if the problem was outside wiring shouldn't the wireless STB's be affected as well?

Any other choices of what it could be?

Also @gr8sho just to clarify when you say WAP are you referring to the VEN501 or the RG or my netgear r7000p? (technically they are all wireless access points).

Did at&t ever give any explanation for the outage other than "an equipment failure"?  It seems hard to believe that a single piece of hardware could even interact with millions of wireline and wireless customers.  Unless it caused some sort of cascading failure.  

Scholar

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602 Messages

3 years ago

So yesterday I discovered  if I turn off my netgear r7000p set as an access point, that the issue seems to goes away.  I can't imagine why the 2 things would affect each other.  But when I turn the router back on the issue comes back. So my next step is try to narrow down if it's the router itself causing the issue or something connecting through the router, or if all of this is just coincidence and the problem is still not revealing itself.

Another odd thing that may or may not be at all related.  I discovered after turning off my 3rd party router.  There seems to be an extra device pulling an ip address via the ven501.  So when I check the device list.  Ethernet Lan-1 is listed as the ven501, the 2 wireless stbs are each listed as Lan-1, but then there is a 4th device listed as lan-1, it calls it's "unknown************(the * stand for it's mac address).  all 4 devices have status:ON.  So either there is some rogue device connected, or does the ven501 pull 2 ip addresses with 2 different mac addresses?

Another thing that made tracking down the devices confusing is I discovered one of the wireless stbs has a different mac address internally then it does on the label on the bottom of the box, but it retains the same serial#, so my guess is at&t must have replaced NIC card during refurbishment.  I guess at&t actually does do some real refurbishment sometimes.  I mean it was originally manufactured 11/12.  It also might explain why at&t had so much trouble activating that wireless stb when it was used as replacement for my old wireless stb, in that the #'s don't match up.

Even weirder, I then turned the r7000p back on which caused the glitche immediately.  I disabled wireless (but left wired connections) and the glitches went away again. 

BUT since re enabling the wireless I haven't had any glitches since last night.

It makes no sense, since disabling and reenabling wireless wouldn't seem to do anything. but for now knock on wood, the issue is solved.

Any ideas on what could have been the problem?  Is it some sort of IP allocation issue?  Is it some wireless device on my network doing something? Is it just a coincidence and AT&T fixed some line down the street?  

Again thanks for any help anyone can provide.  This issue is driving me nuts and it seems I'll never know what's actually causing it.

ACE - Professor

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5.7K Messages

3 years ago

If you have an android phone or tablet, download WiFi analyzer and see what channels are being used.  there is a way to login to the WAP and force it not to scan for a channel.  
I have a Netgear Orbi which defaults to channel 48.  I leave the WiFi on the Arris off, making  sure there is physical isolation of the hardware.  The Orbi is running in AP mode and can see the devices on the gateway.  
Sounds like you’re close to getting things sorted out.   

Scholar

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602 Messages

3 years ago

I still don't see why wifi would cause this issue.  What do you mean by physical isolation?  And my network didn't change before or after the issue started and since went away.  

There aren't very many wifi networks near my house given its 1950s construction with reinforced cinder block walls and player and wire lath, its basically a bunke against wifi signals. My 2.4ghz is on channel 1.  My 5ghz is on channel 153primary+149+157+161. and the ven501 is currently on channel 44 according to the netgear nighthawk software.(although I think I remember seeing ven501 on channel 53 for a long time).  

My 2.4ghz and 5ghz are both set manually no auto search.  The ven 501 doesn't have anywhere in its admin console to change channel as far as I know.  It looks like one of my neighbors has something on channel 36 that might be another tv wap but 36 shouldn't overlap with 44.

Channel 1 is the only one that has any other networks anywhere near it. And its just 1 neighbors really weak signal on channel 1.  at far end of my house.  Not a single 5ghz network penetrates my house.  There are 2 neighbors on channel 11 and 1 using channel 6.  So 6 seems to be my next best option.  

I honestly think at this point the issue must just be some weird bug somewhere in att's system.  I doubt without a high level att network tech investigating it that the problem will ever be explained.  It just seems to be so random and intermittent.  And the odds of that happening I'm guessing are less than 0%.

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