Picture and Audio cutting on and off

We are here to help you get back to watching your favorite shows, eyenurse61.

We recommend that you reboot your gateway as this will refresh your network and equipment.

Let us know if this helps.

Marc, AT&T Community Specialist

This has been happening on our tv since Sept. and we've rebooted many times! Very irratic but usually always during Shark tank on friday nights. Very frustrating too. When I did a tv check online, said I needed to have someone out. I called and after an hour of doing lots of things, was ok for awhile but started up again. I asked for some compensation and was told ONLY if it's out for a whole day! Happens with recordings too and some times other channels...

We are here to help get your service back up to par, helpme12.

Here is more information on how to troubleshoot the receivers.

We recommend that you check all of the connections from the TV to the receiver to make sure they are tight and secure.

Also, we suggest that you plug your equipment directly into an outlet.

If you have your equipment plugged into a surge protector, it can cause:

• Loss of service
• Modem or equipment resets
• Slowed speeds

Let us know if this helps.

Marc, AT&T Community Specialist

It's not on my end I"m sure since it only happens sporadically...

Hi, helpme12.

We are sorry for the inconvenience this has caused, and we want to help.

We do recommend that you try our suggestions, so that we can determine whether this is on your equipment or the broadcast.

Let us know if this helps.

Marc, AT&T Community Specialist

As for years, still having that intermittent freezing on the tv. Some times it comes right back, other times, have to change the channel. Very annoying and since it works most of the time, NOT on our end! I've heard others with different servers also have this problem so overload!? or weather? or God knows what but it's very frustrating esp when watching DVR. Since it's intermittent, ATT won't adjust our bill and now with losing several channels, U raised our bill $10! NOt happy:( Wih my hearing loss, it is very hard to keep calling in but I do post it on FB page. Would like a bill adjustment!! U should offer email for disabled people.

We have this same problem only with NBC affiliates and channels. AT&T U-verse is received via Ethernet and is secure.  Why only NBC channels?  No problem if I stream via Roku.  And this doesn’t happen on any other channels.  It doesn’t matter which TV connected via Ethernet is used.  Always and every day the sound goes off for one to five minutes. 

Please don't bump old threads.

AT&T may be able to offer a retention rate. I just got $10 off my internet each month for one year. (This is in addition to another current discount.)

If you have two TVs, you can swap one box with one on a different TV. That should help tell you if the problem is at that outlet or with the box.

It's ok to start a new thread vs replying to one from over one year old.