4 Messages
Uverse losing service
At least once/day and sometimes 3 or more times/day my uverse service (TV and internet) goes out. I get the screen telling me that service has been lost and telling all the things I need to do (reboot, etc.). I never do any of the things and in about 3 minutes, the service comes back. Really annoying when a ballgame is in the 9th inning or a movie is at a climatic moment! I can watch the little green lights as they go out, a red light will come on then it goes out and the green ones slowly start blinking again until they get back back in the sequence they are supposed to be in and the service comes back. Any ideas? Anyone else ever seen this? It has been going on for several years.
DLMUSICK
Tutor
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13 Messages
2 years ago
Yes, I had the same problem. the system goes down because of the data errors that occur in the older copper cables that your system is most likely working on. Very frustrating I know, If you get the opportunity to convert to fiber it'll clear that right up it did mine.
good luck
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skeeterintexas
ACE - Expert
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28.3K Messages
2 years ago
What gateway are you using?
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johnnymack55
4 Messages
2 years ago
I don't know, it's whatever they installed when we got uverse several years ago (not sure when but probably 8-10 years ago)
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JefferMC
ACE - Expert
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36.8K Messages
2 years ago
@johnnymack55 , let me be blunt: In order for the members of this community to try to help you, they will ask questions. If you cannot put forth reasonable effort to answer the questions, then the amount of effort that the community will put fourth drops dramatically.
Most AT&T Gateways have a model number on the front at the bottom. NVG 599, 5268AC, BGW210, something like that. Go take a look.
Your AT&T Internet and TV both go down, correct?
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DIRECTVhelp
Community Support
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254.4K Messages
2 years ago
We'd be happy to help look into Fiber internet in your area and some troubleshooting tips, @johnnymack55.
You can follow these steps to help look into getting Fiber internet at your home:
To help with you existing service, you can use the Smart Home Manager app to complete all your troubleshooting needs.
Please reach back out, and let us know if this helps.
Latoya, AT&T Community Specialist
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johnnymack55
4 Messages
2 years ago
@JefferMC sorry, I didn't know where to look. It appears to be i38HG and yes both go out.
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JefferMC
ACE - Expert
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36.8K Messages
2 years ago
OOoooohhh... you have an iNID. Your Modem, a 3812, is actually on the outside of your home. The i38HG is the indoor unit that comes with the 3812. You have been installed a very long time (over 10 years)!
Your 3812/i38HG is at end of life and really should be replaced with more modern gear. You are probably also dual pair, which means that your line is pretty long. You need to either:
1) Call 800-288-2020 and tell them you're fed up with it going out and you want it fixed, send someone out
or
2) Install the Smart Home Manager software on your smartphone, log in to your account and have it ready to go. The next time your internet goes down, fire up the app and have it diagnose connection issues. It should help you schedule an appointment.
An item of concern... the last Gateway that has a coax connector, the 5268AC is apparently going end of life now. How are your TV's connected? Via coax or Twisted Pair Ethernet? The installer may have to discuss how to rework the connections.
(edited)
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johnnymack55
4 Messages
2 years ago
Thanks, all of the equipment is original and is pretty old. I appreciate the advice, I guess my main question was if this was something others have experienced, and it seems that it is. I really don't want to upgrade uverse, as we should be getting fiber any day now. It runs all the way around my house and at least one neighbor has already got connected (from a pole that is at the back of my yard and is closer to my house than his). They still say it is unavailable for me but hopefully it will get straightened out soon. Thanks again.
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