Mentor
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32 Messages
Uverse TV Freezes/Internet Slow
For the last 3 or so days the uverse tv will freeze, go to a screen that says the picture failed to load and then come back for a brief minute or two and then repeat. The internet has been slow as well only getting about 5-6 mb.
Tech chat support said there is trouble with my lines and when phone chat support says its a problem with error code 0:failed to load resource (which I have been getting), or error code 503.
I have attached uverse realtime screenshots.
Any help would be appreciated.
my thoughts
Former Employee
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22.5K Messages
10 years ago
Install the myatt app or on home device go to myatt....
Login using your att email address and password....
Find and run the troubleshoot and resolve tool...
This performs 5 tests, a green check mark indicates no problem found... Issue is likely your inside wiring or equipment.
If problem is found, should assist with creating a service ticket... Or call and schedule a tech visit.
Based on Uvrealtime, appears to be a possible tap several hundred feet away from RG (outside plant). A Uverse tech should be able to create the helper ticket needed to resolve.
This may just be a bad splice point but should be addressed.
At a distance if less than 1000 feet your SN should be closer or over 16, not 12.7. I would also expect max sync rate to be higher. Admittly you could be on a low output port at VRAD (port under performing) yet the four steps (stepping) on the download1 part of graph suggests issue about 500, 600 feet. As this is been happening for last three days, do you have earlier Uvrealtime tests before problem... In other words were the above screen shots the same when no problem existed.
Depending on your area, there may be outside work being done, in the Milwaukee area a lot of F cards are being replaced with K and N cards, resulting in dispatches For intermittent sync that not much can be done till upgrades are done as the card/ports are switched over.
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SoxFan894
Mentor
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32 Messages
10 years ago
I do not have earlier results. I will try the steps you said and if any errors are found I'll give support a call.
If there are not errors how do I go about getting this corrected? I really want to avoid having a tech come to the house to obly tell me what I already know. When the service needs to be done outside
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my thoughts
Former Employee
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22.5K Messages
10 years ago
The way the system is setup, have to have a Uverse tech come to the house first, verify no onsite issues, if any found the tech needs to correct. This means the drop needs to be cat3, a NID with gel protector needs to be on outside of residence if single family home and feed from NID to RG needs to be cat5. If these or other problems are discovered need corrected.
The tech then needs to create the outside helper, who may or may not arrive on the same day. The outside tech will verify everything is good up to the serving terminal or NID.
Ideally want SN at 15 or over, long loop distances this may not be possible but at less than a 1000 feet should be. Hopefully your not a diplexer install on coax, need to be corrected.
Back of RG should have a data cable plugged into green port. If no data cable, but a coax then issue with inside wiring needs correct as this could lower SN.
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