Tutor
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6 Messages
Wireless Receivers Losing Connection
I'm decently technical, which is why I'm asking a question here as opposed to calling ATT.
We have had Uverse TV and internet since early 2013, and love the service. I have one main wired reciever in our living room and two wireless recievers in other rooms of our house.
I've found the wireless receivers work decently well, but every few days while watching they will suddenly stop working. The green bars will disappear and a message will be displayed saying it has lost connection with the WAP. At that point, you can remedy the problem by resetting that wireless receiver. When it reboots it starts working agian just fine. Something seems to be causing the WAP/Wireless receiver connection to blink or get interrupted, but again a simple reboot from the receiver reestablishes the signal.
This is far from a major problem, but it's an annoyance. I have already had one of the wireless recievers replaced by ATT since it is only separated from the WAP by one interior wall (shows full bars), but the problem continues. I have gone through all the normal steps to ensure the recievers are joined to the WAP, and again they work perfectly most of the time. This issue just appears randomly every few days.
I've read old posts about similar user problems and have confirmed we have a Cisco WAP. I'm just not sure what to do next. This cannot be the norm.
We have had Uverse TV and internet since early 2013, and love the service. I have one main wired reciever in our living room and two wireless recievers in other rooms of our house.
I've found the wireless receivers work decently well, but every few days while watching they will suddenly stop working. The green bars will disappear and a message will be displayed saying it has lost connection with the WAP. At that point, you can remedy the problem by resetting that wireless receiver. When it reboots it starts working agian just fine. Something seems to be causing the WAP/Wireless receiver connection to blink or get interrupted, but again a simple reboot from the receiver reestablishes the signal.
This is far from a major problem, but it's an annoyance. I have already had one of the wireless recievers replaced by ATT since it is only separated from the WAP by one interior wall (shows full bars), but the problem continues. I have gone through all the normal steps to ensure the recievers are joined to the WAP, and again they work perfectly most of the time. This issue just appears randomly every few days.
I've read old posts about similar user problems and have confirmed we have a Cisco WAP. I'm just not sure what to do next. This cannot be the norm.
Accepted Solution
Official Solution
JefferMC
ACE - Expert
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36.9K Messages
10 years ago
An emphatic "Yes." At least 5 feet, and 10 if you can get it, and try to make sure that they're not in a "straight line" with respect to the wireless TV receivers.
*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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adam2015
Tutor
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6 Messages
10 years ago
I've checked all the wires and they seem fine, but it is impossible to separate the WAP and RG by 5-feet given the ethernet cable provided. Do you think I should get a longer one to do this? They are not side-by-side, but also not 5-feet apart.
I do have a pair of wireless headphones, but those are not always in use when the problem occurs. They are Sennheiser TR160.
I appreciate your reply and willingness to help me solve this issue. Thank you.
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adam2015
Tutor
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6 Messages
10 years ago
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adam2015
Tutor
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6 Messages
10 years ago
Thank you very much for the helpful responses. We have made it a week without a single drop out after I re-cabled the WAP with a longer Ethernet cord, which is now 10 feet away from the RG. Both wireless receivers in our home seem to be working beautifully.
I would like to commend the technicians who curate this forum. I could have easily just called AT&T customer service, but I fear a sales person would have only thrown new a receiver/WAP/RG at the problem without truly trying to diagnose my issue. You guys saved me a lot of time and frustration. Thank you.
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DVD1229
Tutor
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7 Messages
9 years ago
I agree. Our installer put our WAP right next to the RG. I have since moved it as far as the cord will allow, probably 3-4 feet and our signal is better, but we still have to reboot the receivers about once a week. If I have a longer ethernet cord I may try that and move it farther to see if it helps.
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OldKrustyBread
Contributor
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2 Messages
9 years ago
I have been on my Uverse system for 14 months now and have had two small issues until recently. I've had my RG replaced once and a wired receiver. Now I'm having the same issue with my wireless receivers.
What I find AMAZING is that you guys are saying to have the WAP 5-10' away from the RG. When mine was installed it was placed all of SIX INCHES away from the RG. And I've had two other service guys here who never said a word about moving the WAP.
Personally, my internet service sucks- slow speeds so I have to keep changing the channel settings. We only "like" the tv part (on-demand is a fraction of what comcast offers), and now this. I have regreted switching to AT&T from comcast since day one. Might have to start looking into switching back after the holidays
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vw1951
Contributor
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3 Messages
9 years ago
i cannot watch tv because the receiver is not working
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Jwfitch
Contributor
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1 Message
9 years ago
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Coaster7
Tutor
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4 Messages
9 years ago
Once a week is normal. My uverse internet drops at least once a week and will come back on it's own if you just wait. I live in Los Angeles and nothing works out here.
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lefiii
Contributor
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1 Message
9 years ago
I've been having problems with the WAP - The WAP was installed 6 inches away from the RG.
If you have your home wired with CAT5E or CAT6, then try the following:
This is working pretty well so far.
Some things I've noticed are the following:
My next step is to install a switch and a different network segment in between the RG and the rest of the home. This would place the Wireless Receivers in a different network segment. I'm not sure if this is going to work 🙂
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2016fedup
Contributor
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1 Message
9 years ago
I have been dealing with this problem for months, if not close to a year. 5 technicians have been to my home. Every one promises what they've done will solve the problem, even the one that was here a few days ago. Nope. Woke up to no tv service again today. I had 15 minutes to watch a little news this morning. Now, I've spent 30 minutes just trying to connect the da*n service. I'm ready to move on from ATT&T.
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sfultz
Contributor
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3 Messages
9 years ago
Does it matter if the RG and/or WAP is at floor level, mid level, or higher in a room?
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aviewer
Expert
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3.2K Messages
9 years ago
@sfultz - RE: Does it matter if the RG and/or WAP is at floor level, mid level, or higher in a room?
Maybe, maybe not. At these frequencies a small distance can make a big difference. At east get it as far away as possible from the RG.
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
Ideally, the WAP or RG should be at about the same level as the devices connecting to it, though there's a fair amount of leeway.
More importantly, the WAP and RG should be at least 3 feet (preferably more) apart. Separating them vertically is even better than horizontally (to keep each from getting in the line of sight for a client of the other).
They should also each be where there is good ventilation to keep them from overheating.
*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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sfultz
Contributor
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3 Messages
9 years ago
Thanks!
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