1 Message
Incoming phone calls freeze U-verse receiver
We have bundled U-Verse TV, Internet, and Phone for several years now.
In recent weeks or maybe the last couple of months, on the now rare occasion that someone calls our "landline" (actually digital phone but the same number I have had for 30+ years), and we are watching TV, the U-Verse receiver (and thus the TV signal) FREEZES. If the incoming call is short, say a junk call, after several seconds, the receiver unfreezes and we can watch TV again. If it is a long call, it is impossible for anyone to watch the TV until the phone call ends.
Yes, it is weird.
DIRECTVhelp
Community Support
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254.4K Messages
6 months ago
Hey @bgbruening, we understand that your loosing connection on U-verse receiver when you’re on phone call, let's get the help you need.
We recommend you to check on how to troubleshoot U-verse receiver.
Using your U-verse remote control:
Follow these steps to troubleshoot your issue.
You can also find out if there is an outage in your area. If there is no outage, you'll be prompted to troubleshoot your issue or create a problem report for your repair issue.
Note: If you need additional assistance, go to U-verse TV Support.
We also recommend you to check on how to speed your home internet.
Let us know if this helps.
Thank you for reaching out on AT&T Community & Forums.
Bruce, AT&T Community Specialist
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JefferMC
ACE - Expert
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36.8K Messages
6 months ago
@bgbruening If you haven't already, unplug the U-verse Gateway for 30 seconds, then plug it back in. Let us know if that helps. It sounds to me like the Gateway has an issue that it cannot process the IPTV multicast through when dealing with the traffic for the VOIP call, which shouldn't be a problem. I think a quick reboot will clear that up.
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