Contributor
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2 Messages
Uverse picture freezes
Every night the picture on my tv freezes. I think it only happens when everyone is home and using the internet?
Contributor
•
2 Messages
Every night the picture on my tv freezes. I think it only happens when everyone is home and using the internet?
Accepted Solution
Official Solution
DIRECTVhelp
Community Support
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254.4K Messages
5 years ago
We're here to help, @msmall11!
We suggest downloading our Smart Home Manager Application. It's free to use, and using our guide, you can find how to access your Data Usage. Viewing your Data Usage will let you know what devices are currently taking up so much internet at your home.
You may also want to connect your U-verse TV to your Gateway via an ethernet cable, as that would create a more stable connection during all hours of the day.
Let us know if this helps- we look forward to hearing back from you!
Donovan, AT&T Community Specialist
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browndk26
ACE - Professor
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839 Messages
5 years ago
Phone, then tv has bandwidth priority over internet. Internet speed should be slowed down if everyone is using services, not tv. What speed package are you paying for? Wired or wireless stb? Wired or wireless internet usage? Are there any network switches between the gateway and tv? If yes to a switch, which make and model.
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msmall11
Contributor
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2 Messages
5 years ago
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browndk26
ACE - Professor
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839 Messages
5 years ago
@msmall11
Unplug your main dvr. Wait 15-30 seconds and plug it back in. See if that resolves the tv freezes. If it doesn’t, try this. Unplug all att devices. Plug the gateway in and let it fully restart( green lights). Plug the main dvr back in and let it fully restart. Plug in the wap. Plug in the wireless stb’s. If these steps don’t help, see below.
As a test, buy a 50 or 100 foot Ethernet cable from somewhere it can be returned. Run it from the gateway through the house and up the stairs to connect the wap upstairs. If that eliminates the TVs freezing, try to keep the wap upstairs by somehow running Ethernet cable or cables for both stb’s upstairs.
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jhzich
12 Messages
2 years ago
This has also been happening to me on a regular basis, with the increasing frequency. ATT has been absolutely no help...they are clueless, or act clueless in spite of there being many online posts just like this. I too have been sent a new gateway and new boxes, and been told to plug power directly into wall outlets and not power strips, etc...a bunch of voodoo talk that has absolutely no effect on the problem.
I've timed how long things are normal in between freezes...it's a nearly constant 4-1/2 minutes. And if the moment it freezes I switch channels and switch back, I'm good for another 4-1/2 minutes. It's crazy... Of course I have to restart the Gateway and boxes or this problem shows up as gaps in recordings. It's infuriating.
If ATT doesn't get this figured out, and soon, they are going to be left holding a bunch of hardware in dusty warehouses and will be begging for new customers...
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