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madmax988's profile

Scholar

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600 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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4.7K Messages

3 years ago

Physical separation = keeping the WiFi transmitters 3ft apart.   

If you can make U-verse TV work correctly by turning off your personal router, I don’t see that placing blame on att is going to help.  

The suggestion of WiFi channels is simply that.  The 2.4GHz radio is not applicable in this issue.  Only need to ensure the WAP and the Netgear aren’t on the same 5GHz channel.  

I’d also consider making sure the Netgear is using latest offered firmware and doing a factory reset afterwards and then setting back to access point mode.  I also periodically factory reset the Arris box.  

Another recommendation is to keep all of this type of equipment on battery backup, especially if you’re in the sunshine state.  

ACE - Expert

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33.6K Messages

3 years ago

How is your R7000 connected to the Gateway?  Directly or via a switch?

Scholar

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600 Messages

3 years ago

It is connected directly 

Scholar

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600 Messages

3 years ago

The ven 501 is on a high shelf located about 10 feet away from the r7000 as this was the only way to get a reliable signal to wireless stbs.

I blame att because the issue has happened in the past with my r7000 disconnected. I honestly think the most likely explanation is its coincidence and the problem is located somewhere on att network upstream. The problem is since its intermittent its extremely hard to diagnose and be sure whats at fault.  Also the fact that this time the issue only appeared exactly after the statewide outage puts the likely hood of the problem being outside my house higher.

I have not done any factory restarts lately.  Just regular unplugging restarts. I'm not sure why that would help.   If the issue comes back again I'll give that a shot though. 

Again thanks for all the help.

Scholar

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600 Messages

2 years ago

So of course after getting multiple truck rolls eventually a tech moved me to a different port and said I was on an ancient sketchy card at the box yet again, so probably I was never moved from the original one from like 12+ years ago.  Ever since then the problems have been fixed.  Accept as soon as he left the line pairs were slightly unbalanced and I get more FEC errors on both lines & CRC errors on 1 line than I was used to getting before.  Since then the errors have continued to grow.  My errored seconds have also continued to grow.

I'm not back to getting disconnections yet, but the line stats have gotten pretty bad lately, and I suspect are causing slow downs. 

Here are my current stats, How do they look ?  Normal? reasonable? problematic?

(edited)

Scholar

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600 Messages

2 years ago

These photos should be more legible.  This is over a 10 day uptime period.

(edited)

ACE - Expert

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33.6K Messages

2 years ago

Yes, your line 1 is not performing near as well as line 2.

Yes, your lines are unbalanced, and I believe out of tolerance.

Your FEC on line 1 is over 800 per minute for 10 days, this is not within AT&T tolerance.  

If you're not having issues, leave it be.  If you are, then call AT&T, there's work to be done to get line 1 looking like line 2.

ACE - Professor

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4.7K Messages

2 years ago

@madmax988 

Personally I wouldn’t accept that at all.  The cards in the VRAD have letter designations.  K and J are the ones you want I believe.  I’d call back in and ask for a line quality test to be performed and see where it goes.  Since you’re calling in on a recurring issue, I’d expect it to be escalated.  

Scholar

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600 Messages

2 years ago

Yea soon after I posted those stats my internet started getting flaky and I had a weird problem where after unplugging one of my wireless set top boxes it refused to reconnect until after I reset gateway, even though gateway and WAP both showed it connected.  

I'm honestly not even sure what to ask for anymore.  Every Time I get a truck roll with a tech if I'm lucky they make one problem slightly better, but many times end up making something else worse.  Like in this case... got on a better vrad port, but ended up with unbalanced pairs, made pair 2 better but made pair 1 worse.  How many times can you restrip and reterminate the ancient copper wires at both ends (my house and the vrad) before you realize the problem is obviously the wires themselves that need to be replaced?  I mean unless I'm missing something obvious, what else could cause these issues other than the wire terminations, the wire itself and the vrad port?

@gr8sho Whenever I've asked for a line test on the phone, they just tell me it's connected or not connected, I don't believe they actually get any real info available to the customer service rep.  That and they tell me my internet isn't working because my wifi is disabled...to which I have to explain for the millionth time that I don't use the gateway wifi and disabled it on purpose.  

@JefferMC Do you know what the acceptable tolerance levels are?  when I've brought up things like to the local techs, they tell me to go kick rocks and that's as good as at&t can do, and why am I bothering them?  I'd love to have some semi-official way to know if I'm in reasonable tolerance or they just being lazy.

I've been "escalated" many times.  I only call the customer retention line now, I refuse to direct dial into offshore philippines (Edited per community guidelines).  If it's a tech issue they force you to connect to philippines anyways, at which point you ask for a domestic representative and wait anywhere from 20  minutes-6 hours to speak to USA(or the rare canadian)  representative, who tries to help but is extremely limited what they can do remotely.  So inevitably it ends in a truck roll, with the less than useful local techs.  What I'd really love is to one day actually speak to an at&t network design tech, but I'm pretty sure it's against their contracts with at&t to speak to actual customers LOL.

It's just absurd at this point that this is what at&t believes is perfectly acceptable product/service and customer service.  

Thanks for all your help on these forums.

I'm honestly considering signing up for spaceX starlink, but I feel absurd being just a few 100 feet from fiber and wasting precious bandwidth on the satellites when they're are rural people who are truly desperate.  

(edited)

ACE - Expert

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33.6K Messages

2 years ago

The FEC tolerance level is 100 FEC per minute.  Your rate was 8 times that.  I believe out of balance is 20%?  @my thoughts can you help me out here?

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