TV connection lost at same time each night

Advice:

#1 don't bother with overseas techs they are useless, completely untrained and aren't even allowed access to the systems to fix 99% of issues.

#2 demand a domestic tech support representative, note you will wait between 15 minute-4 hours, but at least you will be on hold instead of needlessly wasting time with overseas.  

#3 if the issue isn't tech support related, but possibly account related call customer retention instead. It's the only phone line staffed domestically and has minimal hold times.

Also it seems a few people in this thread have slightly different issues.

If it's only affecting wireless tvs it's probably an issue with WAP(wireless access point, small box near gateway, NOT the gateway).  Although it may be a software not hardware issue so replacing the WAP may or may not solve issue.

If your tv is going out on all devices check gateway and internet.  If gateway is going out, or internet is going down at same time, the issue is the gateway or the line coming into your house(or the line anywhere between your house and the main att connection to internet).  Does it affect your neighbors?

A common cause of happening at the same time, is likely an update that is failing to install.  Attempting to factory reset gateway and STBS,  note the DVR STB should only be factory reset if you are willing to lose all your recordings.

madmax988  

Thank you for such a detailed response but this has NOTHING to do with any equipment in my home.

As other commenters have opined this is an INTERNAL issue with the provider.  It's their WiFi signal ONLY

which "they" are dumping for a short period of time -approximately 10 to 17 minutes - and then magically the signal is back.  This is happening to folks all over the country.  My signal loss is EXACTLY at 11 PM. for straight consecutive days.  Then no issues for two to three weeks and they the EXACT SAME problem with signal happens again.  It's been this way for 4 years now.  Google and you will find that there are other people clear across the Country that are having their signal interrupted at the same time as me - in

the same manner.  This is no coincidence and as others have said, it has NOTHING to do with their equipment.  I pay $300 monthly for the full service package with U-verse.  It has been an automatic withdrawal payment for about 8 -10 years now so it's definitely not account-related.  This is about a company who is "dumping the signal" to provide service to probably more customers than they can comfortably serve without their main system crashing.

Obviously, "your mileage may vary" but I find that calling during regular business hours (or a few hours later) always gets me someone in the USA.

I believe technical support is open 27/4, but if you call at 11pm or 3am, your chance of getting a US-based representative is much lower.

I haven't gotten to a US representative for tech support in over 5 years no matter what time I call.  I did once get a European call center in France. But the main Phillipines call center is bane of my existence, even their phone connection sounds like it's connected through 2 cans and a string so they can never hear anything.  

madmax988

Hard to believe but when I called AT&T U-verse about two months ago I spoke with an agent from

Egypt.  He spoke excellent English and was actually quite helpful.  It was not about tech support but

rather dialing down my services as I was so frustrated with my problematic WiFi signal dilemma.  In 

the end I kept everything status quo, hoping that the consistent loss of my signal would eventually be

resolved - which it was not.  BTW, my calls lately to U-verse have been during the day and I still get

the Philippines.

which it was not.

But do they actually say they're in the Philippines, Egypt or wherever, or is it just "someone with an accent?"

The problem with off shore tech support is att doesn't bother training them and doesn't trust them.  So they just run through scripts which are useless.  Often they physically don't have the ability to solve a complex issue.  They've never touched or seen any of the equipment. 

Another problem is the Phillipines call center physically has a terrible connection.

It's not a racism thing.  It's a att corporate being (Edited per community guidelines)ty thing.  

I've had issues where I've gone around for 6 hours with Phillipines.  But as soon as your transferred to domestic tech support (which is sometimes but rarely canadian)  they can process the issue in 10 minutes. 

I have no problem asking where they are located.  Every domestic representative will immediately tell you what city they are in since they are proud of it. Offshore representatives either tell you or pretend they aren't allowed to tell you.  Again they just are trying to get through their obnoxious checklists.  They know they have no idea what they are doing.  

I've read through a lot of the posts on this issue, and it appears that this has been a problem that is at least 3 years old.  My issue occurs between 1 & 2a Central time.  It's only when watching DVR'd programs: live TV & "On-Demand" programs function during this DVR outage.  Since none of the AT&T techs can/will say what the problem(s) is(are), I've either restarted (reboot) the DVR through the Options screen or unplug the AT&T router for about 5 seconds.  When the 5-seconds option doesn't work, I'll leave it unplugged for a cigarette smoke's length of time.

My entire system is wireless except for the connections to the router & the WAP, which are CAT 5'd, and internet does not fail during these DVR outages, so that leads me to believe that the DVR box is faulty...everything except for it has been replaced, upgraded, and updated.

I have poundered on getting an extender/repeater, but after thinking about the purpose of buying it, I came to realize that if, in fact, it's the DVR box, an extender/repeater serves no purpose.

The reason why I have not replaced the DVR box is that I have a few recordings that I do not want to lose with replacing the DVR box, since (at this time) you cannot digitally copy from AT&T's DVR boxes.

Just to chime in. I have the 1am shut down in DFW. I’ve just gone to go with the flow rather than hassle with support etc. many mornings I have to reset the system too when first turning on. It’s a nuisance but it would be worse getting a new service. Getting too old for the frustration. I haven’t even reported it. 

You've already posted your issue in one place. Please don't cross-post.

If, as you say, that I (if I am the "you" who you are referring to) have posted my issue in one place, and if you (meaning "you BBIB) are not a moderator, then please either stifle nonsupporting comments, as I will post until resolve, OR, access your coffers to pay my $250 per month bill for this spotty service...otherwise: next? 

This individual is clearly some sort of AT&T representative, I got one of these responses critiquing my message about this bootcie system AT&T is robbing people for, from the same person…Sadly they find it more amusing to harangue people on the forum, who they are supposed to provide assistance and remedy the issue. The company has gotten too big: PSA that will change..

Madmax988

You are talking to people who have been going through this for over 4 years, we HAVE TRIED EVERY TRICK IMAGINABLE I have had Tech’s come out several times replaced equipment nothing has resolved this issue, in fact, it has only gotten worse!! The past month it has been almost EVERY NIGHT between 11:00-1:00am almost like clock work…and this was after the Tech came out a couple months ago and replaced yet another receiver. He also gave me an option to go back to a wired set up, they know that this wireless doesn’t work and are now looking at moving completely away from UVerse and are promoting AT&T T.V. My Niece moved into her new home, and that was what she was given. Sadly they have put people through agony and have not been transparent about the issue, what we should do is have a (Edited per community guidelines) (Edited per community guidelines) against AT&T for this type of abusive consumer practices..When I went to college for Project Manager there were several AT&T employees attending and they shared that AT&T isn’t the best company to work for they hire incompetent people and don’t value collaborative concepts nor are they supportive of people speaking against the grain.