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Posted Sep 13, 2011
7:26:00 PM
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DVR stuttering nightmare
I'm extremely frustrated with my U-Verse service and desperately need to vent.

For the past months, I've been having severe stuttering/freezing while playing back recorded programs. This occurs on all TVs in my house. Live TV, On Demand, Internet and Voice all work fine. However, this totally ruins my TV experience because I only watch recorded shows, never Live TV and rarely On Demand.

Last week after I finally decided it couldn't possibly be a temporary issue, I called support. I got the automated voice saying how busy they were which walked me through restarting the system. This did not fix my problem. Not wanting to waste more time with an automated voice support system, I tried chat support.

The chat support rep was quite helpful although extremely slow, and over the course of an hour he had me do a factory reset of my DVR box and when that didn't fix the issue, ordered me a replacement. The replacement arrived a couple of days ago (the setup of which was NOT plug and play, I might add) and several resets later now that it's actually able to record, I'm once again having stuttering and freezing.

I'm beyond ticked off right now, and if I didn't hate Comcast even worse and had another option, I'd drop AT&T immediately. The truth is, though, until this stuttering started I loved U-Verse aside from the button lag.

Any suggestions from techs or someone who has been through this? Is there a direct phone number to speak with a human being? Can a local AT&T store set up a tech home visit for me? I want this fixed yesterday, and the last thing I want to do after a long day at work is spend hours on the phone doing the same idiotic troubleshooting algorithm for the third time.

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Oct 3, 2011 2:42:32 PM
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GREAT news! Someone from T2 Support came out today and as far as I can tell, the problem is fixed. For anyone experiencing these problems, here is all he did:

 

1) Replaced the router with a new, black, 2Wire 3801HGV RG

2) Replaced our DVR box with a new, black one (looks about the same) with a 500GB HDD

 

He said the new router is much better... Apparently our line was running at 80% capacity even when we weren't doing anything. Now it runs at 50% baseline, just by changing the router. /shrug

 

Also, he said the new DVR has a "buffer" of sorts when recording, which eliminates a lot of recording errors.

 

Again, all he really did was to swap out 2 pieces of "functional" hardware with updated versions!! Keep this in mind if you have similar problems!!!

 

Just FYI, here are the new and improved screenshots from UV Realtime post-appointment:

 

Stats.png

ErrorTable.png

Bitloading.png

CoaxHPNA.png

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Sep 11, 2013 10:40:08 AM
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ACE - Master
alans68 - How is the DVR connected to the RG. If not cat5. you have to try cat5. If cat5, it should be easy to try another cat5.

Same for the other STB. If COAX, you need to eliminate it one component at a time. How are you connected NID - RG?
*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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Sep 11, 2013 12:28:45 PM
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Tutor

I have no issues viewing live TV on either box.  Recording seems to be fine because I can watch anything I've recorded on the DVR box with no freezes, even the same shows that had freezing on the non-DVR box.

The RG is connected to the wall via coax cable in the bedroom.  The DVR box is connected to the wall via coax in the living room.  Non-DVR box (also in bedroom) is connected to RG via ethernet cable.

I may try swapping locations.  If that doesn't work, I'll do a factory reset, but I'll need to wait til the wife watches the Face/Off she recorded.  Thanks.

 

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Sep 11, 2013 1:03:38 PM
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ACE - Master
alans68 - Swapping the STB and DVR could very well solve your problem. A slight fault anywhere in the COAX/HPNA network can cause problems that first show up in recordings on non-DVR boxes.

You say the RG is connected to the wall by COAX. IS there any other connection to the wall that could go back to the NID. If no- The COAX is used bi-directional. The NID feeds the RG & the RG feeds thee rest of the TVs/STBs by that COAX. To make this work a diplexer - a splitter like device with three connections s used.
Your problem could be caused by any of the connections being loose or not having compression fittings or a bad diplexer or splitter or a hidden barrel connector.
when I mentioned earlier about isolating the fault & connecting cat5 - You would have to replace the diplexer with a barrel connector to direct feed the RG (from the NID)
*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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Sep 12, 2013 8:30:35 AM
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Update:  Swapped the cat5 ethernet cable with a different one.  We've watched three recorded shows and encoundered only one brief freeze.  It was in the same spot so could have been a momentary glitch in the broadcast.  So far this looks solved.  Wil update if any more problems.  Thanks all for the advice!

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Sep 18, 2013 5:03:45 PM
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Well, it was fun while it lasted.  Tonight the stuttering si back and worse than ever.  I will try swapping locations and factory resetting STB and see what happens.

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Sep 18, 2013 5:21:47 PM
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If swapping locations (different feeds) need to factory reset RG
The RG has a list of devices and how connected, if move dvr from coax to Ethernet or vice verse
Need to FR RG to establish new list otherwise stb will not have access to dvr recordings.
Additional DVR is preferred to be on Ethernet connection, should have been in BR all along.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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Sep 19, 2013 1:51:26 PM
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Can you remind me how to factory reset the RG?

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Sep 19, 2013 2:05:19 PM
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ACE - Master
*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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