Contributor
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1 Message
Tv freezes with On Demand
When I try to watch something on demand my picture and sound freeze very often. This is mainly at night time. I have reset my gateway and system but still have the issue. Other folks say this is a bottle neck issue that AT&T may not want to admit to. Does anyone have an easy resolution or advice on what my provider can do to get this fixed?
bellel
Contributor
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2 Messages
9 years ago
This is happening with all my TV's..even when not on demand. The channel plays for 30 secs or so and freezes and I get a signal lost message. The gateway is fine or I would not have internet. The trouble shooter says I need a new receiver-- BUT ALL 4! I doubt this it right. And of course its Friday night and no help available. Everyone else outsourses to a differrent time zone.....why can't they? I can't believe a compnay this large doesn't have 24/7 live help line.
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JefferMC
ACE - Expert
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36.9K Messages
9 years ago
@bellel, do you have your own router in the network between the AT&T Gateway device and your AT&T Receivers?
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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bellel
Contributor
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2 Messages
9 years ago
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mibrnsurg
Expert
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4.3K Messages
9 years ago
If you happen to have a 510/589/599 Arris/Moto RG, IPv6 causes disconnects, rebooting and browsing problems.
Disable IPv6 in the RG's Gui. http://192.168.1.254/
Good luck 😉
Chris
__________________________________________________________
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
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I Call It Like I See It, Simply a U-verse user, nothing more
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TrudieQ
Contributor
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2 Messages
9 years ago
Bellel, the same thing happened to me in October 2015. It magically fixed itselt the day before the Uverse techs arrived! They asked me when the problem started and told me that there was an outage that weekend! They were confused about why customer service didn't tell me that! Now...the same thing is happening again - going on the 3rd day. I chatted with CS and she sent me to Troubleshooting - again! I've already done all of that. The Outage finder says there's no outage in my area, but I don't believe it. I suspect it will magically fix itself again!
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TrudieQ
Contributor
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2 Messages
9 years ago
UPDATE: You should schedule a Repair visit. I chatted online with Amy (agent) and after she remotely restarted my system, she discovered there was a problem with my equipment. She scheduled a repair appointment for less than 2 days later. That morning I received a Service reminder via text message from the Technician with his name and his picture! Christopher C. arrived on time, respected my home by using the protective booties, and was very professional. He explained the problem to me prior to beginning the work – my equipment was old! Chris handled my upgrade with ease and was finished in about 1.5 hours. I got a new router and new wireless receivers. All services are performing flawlessly and with lightning speed (internet)!! Uverse Rocks! Can you tell that I am a HAPPY CAMPER, now living in the 21st century? Hey, I even received text message that evening from Chris checking to see if everything was still okay. Thank you, Chris (and Steve, his manager) for the “I Can Help You With That” service which AT&T promises.
By the way folks, live online chat is the way to go when you have service issues.
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