Tutor
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9 Messages
U-Verse TV keeps freezing
I have had U-verse TV and Internet for several years throughout which I've had problems with the TV picture freezing and then losing connection. When this happens, my Internet goes out as well. I've rebooted the system and it works for a while. Techs have been out numerous times and temporarily fixed the problem only to have it re-occur later on down the road. This is extremely frustrating and I'm considering going back to my old cable company and using ATT DSL for my Internet. In those days, I had no such problems.
I've had the router and DVR replaced twice. My DVR sits on top of my DVD/VCR combo player. My computer is in a room other than my TV but nearby. The latest malfunction was last night. This morning it seems to be working....for now... but the thought of a shutdown always looms. My next door neighbor has Uverse and doesn't experience these problems.
Any suggestions?
[subject edited as new topic was created] -moderator
Official Solution
rathbone1
Tutor
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9 Messages
14 years ago
I did as I was asked and the bottom line is that a tech came to my house the next day and repaced the adapter which he said was old. All was working when he came and working when he left. I suggested that I be put on a different terminal. The next day I received a call from an outside tech who did the terminal thing after which nothing worked. He remained here all day conferring with Texas ATT, his supervisor came here as well, etc. The TX person said that her screen showed I was up and running when in fact nothing was running...no TV, no Internet. I was told that between the hours of midnight and 5:00 AM today, a NEW CARD WOULD BE PHYSICALLY PLACED IN THE TERMINAL BOX. Sure enough, all is well again and my TV and Internet are working fine. What an ordeal but the solution started with this board and for that I'm grateful.
Many thanks to all who worked so hard on the problem. Happy.....for now!
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Official Solution
aviewer
Expert
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3.2K Messages
10 years ago
The wired box is the DVR that does all the trick play on live TV. So, all activity does go through it. But, the system is designed to work even if it is not there.
First try a whole house reboot -
Pull all power.
Repower RG, wait for all green
Repower wired box, wait for viewing.
Repower wireless WAP/STBs
You could also try a differnt cat5 cable or a differenr connection on the RG.
The system should work better than you are seeing. If it is still a problem call in for it to be fix. You may need a new DVR or RG.
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texasguy37
Expert
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1.3K Messages
14 years ago
Can you download and install SomeJoe's tool at the link below?
http://www.uverserealtime.com/
Once you install the tool, please post screenshots of the following tabs: IP/Profile, Error Table, Bitloading, & Coax/HPNA.
We can take a look at the screenshots to see if there appears to be any issues with your system.
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rathbone1
Tutor
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9 Messages
14 years ago
I downloaded what you asked and accessed the stats but have no idea as to how to post the results to this board. I saved the results as documents and tried to simply copy them and post but was unable to do so. Please help. Thanks.
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SomeJoe7777
Expert
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346 Messages
14 years ago
For each tab on the software, you can click the "Save screenshot" button to save a screenshot of that tab. It gets saved as a PNG graphics file.
) which will ask you for the filename to upload.
On this forum, post a new message to this thread. Use the Insert Image button in the editor toolbar (it looks like this:
You can insert multiple images into the same post by using this button more than once.
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rathbone1
Tutor
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9 Messages
14 years ago
3 Attachments
rd ip profile.png
rd error table.png
rd bitloading.png
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rathbone1
Tutor
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9 Messages
14 years ago
I'll try the coax again but I couldn't really access it like the others.
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rathbone1
Tutor
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9 Messages
14 years ago
There's a glitch in running the coax so I copied what I could:
NodeID MTU Mac Address
Data Collection Time:
HPNA Network Current Multicast Rate (Mbps): 0
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rathbone1
Tutor
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9 Messages
14 years ago
Thanks for your help in posting the results of the scan. Also, my TV and Internet have both been working fine yesterday and today but I'm still afraid that it'll freeze. Guess I'm gun shy.
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rathbone1
Tutor
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9 Messages
14 years ago
Shortly after I posted my last entry, I lost Internet connection and a little later regained it. Oh brother!
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SomeJoe7777
Expert
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346 Messages
14 years ago
Well, there definitely appears to be some sort of line problem, the error table shows a gigantic number of errors that have occurred on your line. That's not normal. However, all of the errors are from more than 24 hours ago, which means that they're occurring only intermittently and in bursts. This points to some sort of interference issue.
You should contact tier 2 and have them send a senior tech that can look for and eliminate these sources of interference. Possible sources include:
* Power line interference, such as:
* Fluorescent light ballasts
* High-intensity gas discharge lights like mercury vapor
* Grounding problems, such as improper ground at the NID, the pedestal, etc.
* Electrical system grounding problems, such as improper ground on the RG's outlet, the breaker panel, etc.
* HAM radio broadcasts in the HF band
* AM radio transmissions, such as a nearby radio station
Try to isolate any potential source of these problems and see if you can find one that eliminates the interference.
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rathbone1
Tutor
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9 Messages
14 years ago
Thank you so much for your time and help. I just sent an email to uversecare@att.com with a copy of your last response suggesting I ask that a senior tech contact me for a home visit to resolve the problem.
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SomeJoe7777
Expert
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346 Messages
14 years ago
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queens76
Contributor
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2 Messages
12 years ago
My problem is similar. I haven't had U-verse very long. Now I have two channels where the picture freezes after about 15 seconds. I can change channels, go back to it, and the picture is fine again... until it freezes up again after another 15 seconds. This only happens on two of my channels, INSP and TVLAND. If I leave it on the frozen channel long enough I get the blue screen telling me the signal has been lost.
I spoke with tech support and went through all the steps cited on the blue screen. Tech support finally decided my receiver must be bad so they sent me a new one. Got the new receiver installed and the problem persists. The tech support people I've spoken with make it sound like they'll charge me extra $$$ to come out to my condo to fix the problem. Personally, I don't think that's right; it's not good customer service in my book, particularly since I haven't been with AT&T very long (and Time Warner is already "courting" my business again).
I think the problem is either a bad cable or something outside isn't connected as well as it should be. It's just plain weird that only two channels are affected.
I should point out that I have wireless as well, and I don't seem to have any problems with that working as it should. I plan on calling tech support AGAIN tomorrow. If they don't come out here and fix the problem I will be registering a complaint with the Better Business Bureau. Any suggestions would be much appreciated.
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kesswsba
Voyager
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1 Message
12 years ago
Here are our screen shots. We get repeated freezes when watching most dvr'd programs...
Thanks in advance for any help!
4 Attachments
Stats-2013-08-10-17-47-44.png
ErrorTable-2013-08-10-17-48-03.png
Bitloading-2013-08-10-17-48-17.png
CoaxHPNA-2013-08-10-17-48-27.png
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