THX
join:1999-10-16
Saint Louis, MO |
THX
Member
2016-Apr-2 5:44 pm
Broadband 2 light blinking redStarting Thursday, March 28, my broadband 2 light started flashing red. Of course, I did all the standard fare of making sure connections are tight rebooting, etc. But, to no avail. Which, then solicited a call to AT&T U-Verse tech support. To which they say, yes they know of a network "problem" and it will be fixed soon. It's been two weeks. How long do I wait for them to fix this issue? What I'm amazed at, however, is that my downstream rate is still at 50 Mbps even though I'm down to one pair. How is this possible? Should I just keep calling back? Or, just not worry about it and let things continue to function on a single pair bond? |
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 gadawg
join:2006-01-27
Louisville, KY |
gadawg
Member
2016-Apr-2 5:46 pm
Call in again and request a tech visit. Tell them one of your lines are down. 1 line is enough to keep you up and running but it could go down at some point. |
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 VegasManLiving the Vegas life.
Premium Member
join:2002-11-17
Las Vegas, NV |
to THX
March 28-April 2nd is 5 days you have a long way to go for two weeks. |
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to THX
You need a Tech out there -- line one will stay up and running for a little bit, but it's going to go down sooner rather than later, it's not designed to function on one pair with a bonded pair profile. You're close enough to the VRAD where you can still get temporary service like that but it's going to go down. I won't hazard a guess on where on the line the issue is, but your line two is definitely down and your line one is freaking out because of it. |
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 TestBoy
Premium Member
join:2009-10-13
Irmo, SC |
to THX
said by THX:Should I just keep calling back? Or, just not worry about it and let things continue to function on a single pair bond? Call back. That one line is marginal.... it's working but I bet it's fickle. It needs to be fixed. |
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THX
join:1999-10-16
Saint Louis, MO |
THX
Member
2016-Apr-2 6:40 pm
Called U-Verse technical support and they ran all sorts of tests, which came back clean. They also upgraded me to 9.1.0h12d34 as I was apparently two versions behind.
So, if all of their tests come back clean, what could it be?
They're sending a tech out tomorrow. |
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TestBoy
Premium Member
join:2009-10-13
Irmo, SC |
to THX
I am at a loss.
I can't see how they can run a test and not see that one line is actually down and the margin on the one that is operational is below a safe threshold. |
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gadawg
join:2006-01-27
Louisville, KY |
gadawg
Member
2016-Apr-2 8:47 pm
Our power has been out for 3 hours. I ran a support check through the att app and it says they can connect to the gateway so no service problems! I guess as long as the rg responds, nothing is wrong. |
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THX
join:1999-10-16
Saint Louis, MO |
to hexster
said by hexster:...but your line two is definitely down and your line one is freaking out because of it. Which line info indicates that it is freaking out? What are the #'s that are bad? And how bad is bad? |
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| THX |
to gadawg
How can they connect to the RG if you have no power? Do you have a battery backup either external to the RG or do you have the internal battery? |
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| THX |
to hexster
said by hexster:...but it's going to go down sooner rather than later, it's not designed to function on one pair with a bonded pair profile. How long do I have if you were to venture a guess? said by hexster:...You're close enough to the VRAD where you can still get temporary service like that but it's going to go down. How can you tell that I'm close to the VRAD? |
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How long do you have?
I can't say -- it's really on when the first pair decides to go down.
How can I tell that you're close to the VRAD?
Not that you're close, just that you're close enough. There are instances where you can be close enough to the VRAD for the service to operate on one pair, albeit not very well, but enough for it to operate. If you were too far out as soon as line 2 dropped you would have been completely out of service.
Judging by the numbers you're on 45 Mbps service with a 55 Meg profile on a F card, so my guess would be you are no further than 3,000 ft from the VRAD. |
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 ILpt4U
Premium Member
join:2006-11-12
Saint Louis, MO
Asus RT-N66
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ILpt4U to THX
Premium Member
2016-Apr-2 9:07 pm
to THX
said by THX:How can you tell that I'm close to the VRAD? By reviewing max sync rates and noise margins - those vary based on Loop Length and Pair Conditions If your VRAD has K or N cards, they could really simply swap your port to the newer card and provision you over 17 MHz Single Pair 55 Mbps profile, but you are presently on an F card, with Pair Bonded 8 MHz service |
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THX
join:1999-10-16
Saint Louis, MO |
to hexster
said by hexster:...so my guess would be you are no further than 3,000 ft from the VRAD. Excellent guess! I'm about 1,500 ft from the VRAD. |
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| THX |
to ILpt4U
said by ILpt4U:said by THX:How can you tell that I'm close to the VRAD? By reviewing max sync rates and noise margins - those vary based on Loop Length and Pair Conditions If your VRAD has K or N cards, they could really simply swap your port to the newer card and provision you over 17 MHz Single Pair 55 Mbps profile, but you are presently on an F card, with Pair Bonded 8 MHz service I may see if I can ask him to put me on the newer K card. I'd like to get pre-qual'd for 75 Mbps anyway and I believe that can't happen until I'm on that K card, which I believe does exist in my VRAD. |
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ILpt4U
Premium Member
join:2006-11-12
Saint Louis, MO |
ILpt4U
Premium Member
2016-Apr-2 9:12 pm
If you can get swapped over to a K or N card by the tech, he/she should be able to get you upgraded to 75 Mbps relatively easily while onsite (depending on what the trouble is with the 2nd pair, of course) |
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my thoughts
Anon
2016-Apr-2 9:36 pm
My money is likely on a pulled jumper at the crossbox....
Had a repair for red flashing broadband 1 on a 589.
The customers promotion had expired and customer downgraded internet from Power 45 to Max Plus 18 ($20 price difference). Either the system or an individual removed the bonded pair status of account (did not need 55M when a 32M profile would work), turned off port, causing RED light. After all that's a free port that could be used to add either another single pair subscriber or upgrade someone to bonded. The moral.... If not paying for it, do not expect to keep it. |
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gadawg
join:2006-01-27
Louisville, KY |
to THX
Internal battery in an nvg589. I guess that was enough power to connect to the rg. Att branded jack too. |
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ILpt4U
Premium Member
join:2006-11-12
Saint Louis, MO |
ILpt4U
Premium Member
2016-Apr-2 9:49 pm
The Internal NVG589/599 battery basically keeps enough power to work both the Broadband link (be it Ethernet to an ONT or 1 or 2 xDSL lines to a DSLAM) and also the VoIP ports, in the event of a power outage. It shuts off all other Modem features |
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to THX
Just a FYI 75mb pair bonded on 17mhz has a max loop of 1250ft. Not saying that you couldn't get it, just that you might be outside the recommended limits. If your interested in upgrading I would do it while the tech is there. He can ensure your lines can handle it, gets referral points for doing it, and has a better shot at getting it approved with tier 2 whereas the normal customer channels may give you a hard time over the phone with it. |
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THX
join:1999-10-16
Saint Louis, MO |
to my thoughts
"my thoughts" gets the points!
It was a bad jumper, but not pulled. |
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| THX |
to KungFuPanda
said by KungFuPanda:Just a FYI 75mb pair bonded on 17mhz has a max loop of 1250ft. Not saying that you couldn't get it, just that you might be outside the recommended limits. If your interested in upgrading I would do it while the tech is there. He can ensure your lines can handle it, gets referral points for doing it, and has a better shot at getting it approved with tier 2 whereas the normal customer channels may give you a hard time over the phone with it. KungFuPanda: You are correct. I am right at 1,450 ft from the VRAD. Because I'm 200 feet over the threshold of 1,250 ft they wouldn't upgrade me to 75 Mbps. OH SO CLOSE! |
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| THX |
THX
Member
2016-Apr-3 4:28 pm
Updated stats are looking good... |
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 Mr FelINTJ - The Architect
Premium Member
join:2008-03-17
Louisville, KY
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Mr Fel to THX
Premium Member
2016-Apr-3 4:40 pm
to THX
I've had customers jump down my throat after explaining pulled crossjumpers. Since then I've been telling customers bad crossjumpers instead to avoid an unnecessary lecture session I really don't need. Still an outside chance it was pulled and the tech just didnt want another upset customer to deal with. |
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I usually just say there was a small disruption at the community box that feeds the neighborhood. Most of the time the customer is on an F card so while I'm out there at the SAI I'll go ahead and move them over to a K or an N card so I'll tie that in with "there was a small disruption at the community box, so I went ahead and took care of that and upgraded the service coming to your home so you have a more reliable signal." |
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my thoughts
Anon
2016-Apr-4 7:57 am
Yes, speak in "generalize" so the customer does not call and want a credit for an employee taking them out of service.
Blame it on high winds, squirrels, mice in pedistals, wasps in aerial boxes, etc....
From my perspective if customer states flashes green/red go to the NID run a loop length, if expected length is 2000 and loop llength shows 308, put in a ticket and move on. We are told not to spend time on pair changes for repairs as only given about 50-55 minutes for entire job.
If OTOH customer states all RED flashing head to crossbox first, check sync (sometimes customers are "upgraded" at end of promotion, told will take effect in a few hours and they are assigned a different port and generally need the 3800/3801 RG upgraded to something that supports 17a.... Doing an install on repair ticket (just gotta love it). Or jumper either pulled or port issue. Can also run loop length from f3 side of crossbox to check for line issue. |
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ARRIS NVG599
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to KungFuPanda
said by KungFuPanda:Just a FYI 75mb pair bonded on 17mhz has a max loop of 1250ft. Not saying that you couldn't get it, just that you might be outside the recommended limits. If your interested in upgrading I would do it while the tech is there. He can ensure your lines can handle it, gets referral points for doing it, and has a better shot at getting it approved with tier 2 whereas the normal customer channels may give you a hard time over the phone with it. I'm at about 2,500ft running 75Meg just fine. Combined 1&2 120Mbit/s and up about 35Mbit/s on 17a with a clean pair. They really need to think about configuring their database to be intelligent based on the customers line quality after service is stable. |
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my thoughts
Anon
2016-Apr-4 7:24 pm
Yes, but THX is on a "F" card with 8d protocol.....
First a K or N card with two free ports would need to be available, 17a needs to be enabled, then a double port swap.... And a chat session to tier 2.
Something that is not normally going to happen on a 55 minute repair ticket for one line OOS, when replacing or restoring the jumper resolves the trouble ticket.
I am not disagreeing with you about policy, only that such a change should be handled by SALES when an install ticket with longer time frame is best for tech efficiency. CYA mixed with customer satisfaction under company matrixes. |
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Eh.... you're mileage may vary depending on where you're at. I can't speak for everyone but on our side of the country efficiency is looked at closely, but it's more on a quality side of the house. I say that because I ended up doing something similar yesterday on a repair, only it was single pair bump up to HSIA 45. Did it take longer than the allotted time for the repair? Absolutely (about 30 minutes longer), but done correctly your numbers should even out in the end. |
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to THX
Plus they no longer want you sitting on a repair if the trouble is in the line. Wasn't the case here but in other jobs it's jep it to I&r and move on asap. Edit.. just noticed "mythoughts" said this earlier. |
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