New Member
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13 Messages
U-verse issues
This is an ongoing issue for 18 months. Technicians come replace equipment says it’s fixed, will be fine for few days but happens again. We have following issues
1. Our wifi signal will unexpectedly drop Or our devices will not load apps/ websites saying not connected to wifi when devices says we are connected. I can be in same room as router and WAP and loose connection while browsing internet. This is getting worse lately. Support tells me line is fine
2. Few months ago one wireless set top box was showing 1 bar wifi connection strength. Support sent new box. I swapped out boxes it was fine. Now it is showing 2 bar wifi connection strength.
3. Occasionally tvs will freezes/pixelate for few seconds. It’s completely random. Really noticeable during sports especially when camera moves from one end of court to other side. I checked cables and they are tight.
Any suggestions. This is getting frustrating. Any help is appreciated. I’m not tech savvy but don’t think our services are running as they should. Below is our errors chart for 2 weeks of errors.
DSL Status
| Line State | Up | |
|---|---|---|
| Downstream Sync Rate (kbps) | 33018 | |
| Upstream Sync Rate (kbps) | 6652 | |
| Downstream Max Attainable Rate (kbps) | 49320 | |
| Upstream Max Attainable Rate (kbps) | 12636 | |
| Modulation | VDSL2 | |
| Data Path | Interleaved | |
| Downstream | Upstream | |
| SN Margin (dB) | 12.6 | 15.7 |
| Line Attenuation (dB) | 33.8 | 35.3 |
| Output Power(dBm) | 14.5 | 8.1 |
| Errored Seconds | 50 | 0 |
| Loss of Signal | 0 | 0 |
| Loss of Frame | 0 | 0 |
| FEC Errors | 2112709 | 857 |
| CRC Errors | 447 | 0 |
Timed Statistics
| 15 Min | Cur Day | Showtime | Last Showtime | Total | |
|---|---|---|---|---|---|
| Errored Seconds (ES) | 0 | 0 | 50 | 50 | 50 |
| Severely Errored Seconds (SESL) | 0 | 0 | 1 | 1 | 1 |
| Unavailable Seconds (UASL) | 0 | 0 | 0 | 0 | 46 |
| FEC Errors | 0 | 543 | 2112709 | 2112709 | 2112709 |
| CRC Errors | 0 | 0 | 447 | 447 | 447 |
| DSL Initialization Timeouts | 0 | 0 | 0 | 0 | 0 |
Accepted Solution
Official Solution
JefferMC
ACE - Expert
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36.8K Messages
3 years ago
1) You could be getting temporary Wi-Fi connection losses. Sometimes this happens when your Gateway decides to switch channels (to avoid congestion or interference) and the client doesn't make the change with it. If that is the problem, then one solution could be to lock the channel. Another is to get your own Wireless Access Point or Wireless Router which will likely provide more reliable coverage than the AT&T Gateway. Note that WAP only affects your Wireless TV receivers; your phones, etc., do not connect to it.
2) Those bars can vary depending on conditions. Is the wireless receiver working okay (other than as described in 3)?
3) Sports with a lot of movement (especially when confetti is thrown) stresses the compression mechanisms that put more than 25 Mbps of data into 6 Mbps. This means pixilation sometimes. I occasionally notice brief pauses or other pixilation issues on my U-verse TV, but they are fairly rare compared to the frequency that such things occur on unicast streaming (e.g. ESPN, Netflix).
Your line has a good bit of margin. Your FECs are substantial, and if your 14 days uptime is accurate, is just a bit more than AT&T's margin of 100/minute. Your CRCs are high for 14 days. I'm wondering if you have something generating bursts of interference that are causing CRC errors and high counts of FEC errors for a short period and then goes away.
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uverse13
New Member
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13 Messages
3 years ago
Thank you for the information.
1. I will look into getting another router.
2. The wireless settop box works fine other than pixelation issues. I will keep an eye on it. That box was coax wired previously and a tech convinced us in 2019 to change to wireless and that would resolve pixelation. Unfortunately it did not resolve it
3. Thanks for explaining sports I guess we just accept it.
I will continue to look for some interference to hopefully figure out what is happening. Thank you again
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
We are here to help get your receivers back up and running, uverse13.
Thank you for the useful information, @JefferMC.
Are your receivers plugged into a surge protector or an outlet?
This could be causing the pixilation as the surge protector will cause slow speeds, loss of service and resets.
Let us know if this helps.
Marc, AT&T Community Specialist
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uverse13
New Member
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13 Messages
3 years ago
Thank you for the information. They are plugged into surge protectors. I will have to rearrange the plugs tomorrow morning since today is a busy day. I wish 1 of the multiple techs and/or support persons I spoke to over the last 18 months mentioned this. I’ll keep you posted once I’m able to switch the plugs in the morning
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Hi, uverse13.
Thank you for the update.
We look forward to hearing from you to see how everything went.
Let us know if you have any other questions or concerns.
Marc, AT&T Community Specialist
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JefferMC
ACE - Expert
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36.8K Messages
3 years ago
The surge protectors, if they are cheaply made, can be a problem. They are not a problem nearly as often as AT&T Support staff seem to think they are. But it's easily checked and moved on from. I prefer a UPS for my Gateway and another one for my DVR.
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gr8sho
ACE - Professor
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1.5K Messages
3 years ago
@uverse13
The distance between a WAP and wireless settop box is very limited. 2 bars I would not rely on. Move things closer together if possible.
For general WiFi, I’ve tried every gateway att has on offer, other than the BGW320 which we can’t get anyway, and they are all junk. Do your research and get something reliable. It’s enough for most to just set it up as an access point to simply replace the WiFi in the gateway.
If att believes those numbers are acceptable, oh well, they don’t look that great to me.
I too use a UPS for my U-verse equipment.
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