US Telco Support → AT&T → AT&T U-verse > 2wire 3801 INID wireless

2wire 3801 INID wireless

Ok folks, I am going nuts. Few months ago I had U-verse TV and 18m internet installed, Tech came out and set everything up and after replacing the INID box in the back 3 times to get a working one and then having issues with the 2wire RG wireless not wanting to turn on at all everything was great. Well everything was great for about 3 weeks.

Suddenly everything went down. with the help of att tech support we figured out the Wireless gateway for the tv boxes went bad, I pulled it, reset everything ran cat5 directly to tv boxes and all was good again.

For about a day. After that I started losing All hardwired internet connection and wireless boxes. Reset seemed to bring things back up and it'd work great again, for a while then few hours to day later id have to reset again. This went on for a week and I called tech support. After testing the line they tell me all is good with the line however They were nice enough to send out someone to test the line and tell me my numbers are great, replace the RG and the bad TV wireless gateway. Again all is good for about a 2 weeks.

Jump to present I am having to do a reset everyday again for wireless signal and Ethernet, either goes weak or missing altogether. And about every few days I lose all hard wire access to the gateway page altogether. Again a reset brings everything up for a while. I call tech support today, guy tests the line sees all is up on his end, runs some other tests and then basically tells me there is nothing wrong since all his test came out looking great. He accused me of calling in fake support calls and said all he would do is log the call, No tech, nothing.

I am a bit miffed. I mean seriously, Like I don't have better things to do than to prank call support through AT&T.

So with that said, When it is working the price is good and I actually like the service.

What I have tried myself to resolve the issue
Reset obviously works for a while. Power cycle of everything INID And Gateway does work for a while sometimes, when it doesn't I have to do a full reset. I have moved the RG to different spot. When it went down the last time I unplugged everything on that circuit (Few lights and the biggie a freezer) and left it unplugged for a while, actually thought that was the issue and started to move the freezer when wife came out and told me it was down again, sure enough. I disconnected all hard wired connections and all but my laptop (We have a lot of connected devices.) thinking maybe we were somehow overloading it. Nope, went down again. I am not sure what else to do accept cancel and take up TW on there offer to pay the ET fee.

I am sorry for the long post, but I figure you folks might be able to tell me if I am missing something. Im getting real tired of resetting everything. The only thing I haven't tried is installing my own router to the Ethernet port on the back of the INID. However I really don't want to double NAT. And Even if I do that I am not sure the problem is the gateway itself.

If you can tell me if there is anything I am missing or should try, I would be eternally grateful, Despite the lack of support, Personally I like the service when it works. Although my wife on the other hand is going crazy over this.

Maybe NAT session limit reached? Another thread, but for NVG510 RG: »NVG510... Does it Suck?

unconfirmed as NAT session limit issue: »Freezing problems

Despite iNID, the 3801 gateway is still doing the NAT-ing? See if you can find something like settings/Diag/NAT, showing free space in the session table. Monitor for closing on full before problem takes everything down.

Other thread didn't verify it, but I speculate shutting down all clients for couple hours would timeout the sessions, and all return to normal without rebooting gateway. Would also have thought power-cycle should never fail, if it was NAT sessions?

What is a "full reset" (how do you do that), is it a factory-reset??

Do your devices by-and-large use the 3801 as given by DHCP for DNS (versus overriding to use openDNS or googleDNS, etc.)? I speculate exploiting gateway's built-in DNS(relay) reduces NAT load (yet which may be minor anyway from DNS).

This was happening to me because of custom DNS server settings on my MacBook. Change them back to AT&T's defaults and haven't had an issue since.

Again im sorry for the long post,

The problem is that I can't even access the modem when things go down. And why would Nat session cause all wireless to completely drop. Also this seems to happen even there is only one or two clients actually connected through out the day.

Full reset is pushing and holding the reset button on the power supply until the lights start blinking. Then doing the same thing to the RG.

Yeah, I have no custom DNS or anything, Everything is default using DHCP assigned by the modem.

One thing I was wondering is if the 2wire cant handle all the conflicting wireless signals in my area. I have anywhere between 6 to 15 wireless signals that I can see depending on location in the house. I have tried changing the wireless channels and signal strength to various settings with no change.

You may need to record the state of the status lights on both iNID and RG, at each of several failures:
»www.att.com/support_media/images···2_UG.pdf
as data for a posting also in the direct forum. Eventually arrange to leave all in failed state (preferably when RG power-cycle isn't enough, but don't yet cycle the iNID) long enough for a tech visit?

Can eliminate wifi from the picture as a test, focus on reliable wired only first. Edit config of RG to disable wifi radio, optionally reboot (but not factory reset which would enable it again), verify wifi is off. Turn off any 2nd separate WAP's. Then verify (now pure) wired access continues to fail after a day or so.

I don't know enough about iNID, but sounded like you once eliminated the RG altogether (pulled gateway?) and still had TV service somehow?? Or that's referring to optional HW: separate from the RG's wifi, another wifi AP dedicated for remote STBs?

An option to document repeated hours of downtime of your connection (for direct forum post): this site's Tools/smokeping, schedule it for 4-5 days. Will ping you from the outside. Don't know the frequency: when you observe link is dead at home, would like to leave it (delay acting to bring it back) long enough for the ping to record it as unresponsive.

FYI for terminology, there should be no 3801 with an iNID

The Inside Internet Unit is a Pace/2Wire i38 HG

To the OP: Do you have either U-Voice VoIP or POTS?

And is the i38 Inside Unit on a home ran pair from the outside iNID to the i38 inside unit?

Can you call At&t and get Motorola NVG598? Many people seem happier with it.

I don't think I could get one, since I have and INID install I think the only options are the 3801 setup. Even if that were an option, You know how AT&T is about upgrading equipment, they'd just brush me off.

Hello, the system I have is the INID with the outside unit. I.e.. i3812V with the i38HG.

I am not sure what your looking for with the ping, However it is pretty steady between 2ms and 6ms with occasional spikes up to 74ms. doesn't matter if it hardwired or wireless i get same results. At least until connection gives out, then I get unreachable message.

Interesting, The tech that came out to replace the gateway seemed to think it was a good unit and he told me he was surprised I was having so many issues. Ill see what AT&T direct has to say about the matter.

what kind of RG do you have ? 3801 or an INid i318 ? what is the means for the signal coming into the modem - cat5 or coax ? did they use the existing iw (internal house wiring ) to feed the rg signal?
if the outside looks good , they should stat by looking at the wiring that feeds the rg(modem)

NVG589 swapout for chronically problematic iNIDs is now standard procedure (according to the techs I have talked to)

Personally I like the iNID but it is a different design and more items (expense) than the 589.
Both are bonded pair installs, he 589 requires new NID with additional hardware having to be added, while is iNID is self contained nID and RG.
Both require new cat5 home run if current wiring is not cat5.
INID requires large power supply with wire run versus power brick used on 589.
The inid loads faster and properly on longer bonded pair installs...no having to load new software at crossbox as sometimes needed on 589.
While ATT is moving forward with new bonded installs being 589 RG this I believe is primarily a cost saving, less expensive RG with faster install time (reduced labor costs), and easier software updates.
Remember issue with update causing wifi box not to see dvr due to i38HG not updated.

Are your tvs on coax (preferred install method on inids) or using i38hg as switch for Ethernet cables.
If wireless and wired tvs are running through i38 and issue is with connection between inid and i38 (loses connection requiring reboot to re establishing handshake)

Additional check router pages, I believe default is 10 devices, after lease time expires additional devices over 9 or 10 are kicked off. May need to set list number higher or move hardwired tvs to coax, or request 589 install to replace inid.

Really? You like iNID? You like having three separate parts of RG? i3812V(outside unit) i38HG(RG) and external iPSU battery for both. Motorola NVG589 is basically all in one.
--
Curious about Sprint improved 3G and growing 4G LTE network? Then check it out at www.s4gru.com

I would bet that the 589 can make a single pair install that is on the edge or past work like a charm. I put up dozens of single pair iNIDs especially in the S Tex area where it was SOP. In StL it was mostly frowned upon due to the higher equip cost. But like I would always argue, is having an inexperienced tech in front of a pissed off customer multiple times right after an install really the best solution?

All the managers would just stomp off with disgust as they had no real argument for common sense

All uverse RG are two parts, the RG itself and the power supply, either a brick or a BBU.
The iNID with ability to add multiple i38 to expand wifi network, separate hpna filter.

In addition no desire in jan on a -5 degree night 7:30pm to be taking a 589 and bbu to the crossbox to load software that will not load a customer house on an RG swap. No issues with inids there.

Actually, I don't consider Moto NVG589 "two part". NVG589 have battery slot where we can put battery in it. NVG589 have just wall power brick. Oh did I mention, it have Wireless N?
--
Curious about Sprint improved 3G and growing 4G LTE network? Then check it out at www.s4gru.com

attech, Inid i318. Cat5 coming into the Gateway. then from there its COAX straight to DVR then cat5 fed to the other 3 tv receivers and a switch to connect smart tv's, server, etc... Laptops, smart phones, etc.. are all connected via wireless. I have replaced the cat5 from the Box outside to the RG and no change, Its only about 10ft of cat5.

Also yesterday, I connected a wireless router to the Ethernet port of the outside unit and moved everything except the receivers over to it and turned off the wireless. Everything has worked smooth since I did that, So far so go no lockups. Although, I really don't like double NATting even with the DMZplus zone.

For what it's worth folks I am 3800ft away. I spoke with a tech yesterday evening who was doing an unrelated thing. He told me that they are rolling out very few NVG589's here in KC and that it was unlikely I could get one, even with the problems I am having.

I called AT&t today, The lady me even if she wanted to she had no way of specifying what setup to have installed for me. So it looks like i am just going to have to settle for this setup or sign up with TW. I am calling TW this weekend to see what there package offers are.

For what its worth, I really appreciate everyone's input and thank you for all the help you have all given me.

i3812v = Outside Unit, Correct?

Way it was connected.
Coax from i3812v directly DVR.
RJ11 from i3812 to i38hg

From the i38hg, 3 cat5 wired connections directly to TV STB's.
i38hg cat5 to un-managed switch
From Switch to Server and various other hardwired networked devices.

Now, I have changed it.
Now it is Coax from i3812v directly to DVR.
RJ11 from 3812 to I38hg.
Cat5 to 3 TV STB.
Wireless on i38hg disabled.

Cat5 from i3812v to Asus 802.11ac router with the DMZ+ set.
Server connected to to Asus router along with all wireless clients going through Asus router.
From Asus router to Unmanged switch
From switch to various other hardwired networked devices

So far the new setup has been solid, I haven't even had any issues with the Set top boxes. While I am not happy about the extra equipment, I am happy with the stability and believe i am just going to leave it the way it sits for now.

For completeness of documenting the problem, nice to post also firmware/software versions of i3812v, i38hg and possibly DVR/STBs too. (Have been mis-synchronized FW issues).

If you have the heart to try it (and haven't already): Reconfig ASUS as WAP (not a router, not in DMZ, via ASUS LAN port not WAN connected to i3812v, no DHCP/NAT, no separate subnet). Either:

i3812v/ethPort..cat5..ASUS-WAP::{switch,other clients...}
i3812v/ethPort..cat5..switch::{ASUS-WAP,other clients...}
i3812v/ethPort..cat5..switch::{other clients...}*

*: Could start here, though no wireless. If stable, only then proceed to reconfig ASUS as WAP and test that with wireless.

If that Also is stable (all on one subnet again), kind of points finger at i38hg (still bad?) and/or its multicast switching segregation accuracy (limitations inherent to the design?).

IMO more correct to term the i3812v the residential gateway, and i38hg is a WAP/switch managed by i3812v. When you access gateway webgui that's the i3812v.

If webgui is inaccessible, but you were connected to i3812v thru i38hg, then it's of value to test connecting to webgui thru ethernet port side instead (to verify whether i3812v is down/hung, or merely connection thru i38hg to blame).

Brooke, Sorry I can't do any of that.

About a day after my last post the i3812 (Outside unit) completely quit. No power nothing. So I called At&t and after a bit of, well...., Complaining, They made a note recommending the NVG589 unit. So day later tech comes out test the line and low and behold there are a bunch of errors on the line (Why couldn't they see that at the support desk?)

Long story shortened, They replaced the line coming to the house, Changed me from an "F-card" to a "K-Card" and set me up a NVG589.

Jump to bit later, everything is rock solid and faster than what it was before, And just generally working great. Im really happy to be rid of the giant power unit and the 2wire WAP, Shame I had to keep the WAP for the TV receivers, but hey can't have everything. I love having the 11n and the gigabit connection.

An interesting side note, The tech lady who came out told me the opposite of the last tech. She said that shed had actually seen a lot of similar problems with these 2wire units.

Again I thank you all for everything. Anyone want a dead 2wire INID, LOL? She left it here and Im afraid to just throw it away.

It's amazing how some places seem to switch line cards no problem. I was told in my area it would take a true act of got to get put on a K-Card.

I didn't realize it was such a big deal. I know she was out there for the better part of 3 hours.

honestly I don't know why they did it. Im at 18mbs service and the service itself was fine, The modem showed very few errors I had sync rates of 25/2 with it saying the max was 50/4. but Ill probably never have any higher than the 18mbs profile available to me. None of my issues were with the line itself that I know of.

Well what ever it is, Things are working great now.