Tutor
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5 Messages
UVerse signal lost
Every time I change channels I get 5 seconds of play, 10 seconds of frozen play and then the Signal Lost error. This has been going on for 11 days now. Previous tech visits have includes 5RG's, 2 ONC's, cble connectors, movingDVR to 5e etc etc. All in all over 6 months of intermittent issues but never this long. Power sockerts / switches are almost wore out from reboots. Ideas please!! Hope Equipment/receivers is the right place Thanks!!
JefferMC
ACE - Expert
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36.9K Messages
9 years ago
@hoghacker, how are your receivers connected back to the RG? Via Ethernet? No other routers or switches with any level of intelligence between them and the RG?
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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hoghacker
Tutor
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5 Messages
9 years ago
The DVR is via 5e, the wireless AP is of course 5e, and the remaining 2 receivers are RG6. All are connected directly to the RG's ports. I have seen the issues with routers/switches and none are involved.
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Troubleshoot
Tutor
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3 Messages
9 years ago
Hello HogHacker!
I apologize for your inconvenience! Now with your RG, have you tried doing a Factory Reset of modem by holding down the red reset button on the back of the modem for 15 seconds. After that, I would reboot each receiver after your services are restored back on your modem. After this, your latency should be resolved.
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hoghacker
Tutor
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5 Messages
9 years ago
Thanks for the comment but no go. I hate to be short but I am a 40+ year veteran of IT wars and Level 1 reboots solve 0 in this case. A switch ( card ) reset works for a week or so and an account rewrite lasted for almost 2 months. The issue is not in my hardware but in the network. Just can't find the person with the right admin rights. Hoping for a link here. Thanks again.
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
If you've done the whole house reboot, including factory resetting the gateway, and the devices are connected directly to the RG, and this is not the first gateway on which you've seen these same symptoms (10 seconds of video after a channel change, then freezing, then signal lost), then apparently there is some device upstream not processing your IGMPv3 messages properly.
The only place I have to send you is to the ATTU-verseCare team. Please click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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hoghacker
Tutor
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5 Messages
9 years ago
Thanks for the response. Yes, this is the 5th RG, second ONC ( type B ) whole house reboots, reprovisioning etc have not cured ur even affected it at all. Will contact the specs and hope for the best. All you ATT people have been great by the way and deserve the best for the help I have received.
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ATTU-verseCare
Community Support
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865 Messages
9 years ago
Hey @hoghacker,
We have received your private message and look forward to working with you to get this sorted.
ATTU-verseCare
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