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New Member

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12 Messages

Sun, Oct 18, 2020 2:19 AM

Pixelation only on ABC

Hello,

 

This issue has been going on for a long time.  I have pixelation that happens every minute or two and last for a few seconds.

 

It only happens on ABC here in Austin.  

 

It also happens on both receivers I have.

 

What's the solution?

 

Jeff

Responses

Contributor

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9 Messages

a month ago

I am having the same issue with NBC in Upstate, New York.  But it is continuous and does not go away. the sound cuts in and out too.

 

(edited)

Juniper

ACE - Expert

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23.9K Messages

a month ago

@jmbtexas7 and @singardia325 

 

Different networks and vastly different locations so they shouldn't be related, though their symptoms are similar (slight differences mentioned).

 

What models are each of your boxes?

 

No other channels experiencing the problem?

 

Beyond the pixilation (temporary or continuous) and/or audio cutting out, are there any other issues or error messages?

 

Verify coax is finger tight to all boxes.

Unplug power for a minute and then power back on in a specific order.

Genie > WVB > Client > HDDVR > HD non-DVR (only what you have of course)

Do this one at a time. Finish power on before moving to next in chain.

 

In case there is a weird conflict with authorizations (allowing channel through or not), I would refresh the service authorizations to be sure: www.directv.com/refresh

 

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Brand User
ATTHelp

Community Support

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140.5K Messages

a month ago

Hey, @jmbtexas7. We'd be glad to help with your pixilation.

 

Thanks @Juniper for the help!

 

We'd recommend providing the information they requested, and trying all the steps they provided to see if it helps. Give it a shot and let us know how it goes!

 

Ramses, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Contributor

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9 Messages

a month ago

So I get help through chat and does the line refresh and has me reboot and everything looks great!    For about 5 minutes!    Then the picture gets all pixelated and unwatchable.    So I ask for a technician to be sent to the house since two chat sessions did not fix it.   Then the technician tries to get me to buy a $8.99 per month protection plan!!   Or I would have to pay $99 for a technician visit!  What???     When I made it clear that I was not going to pay a penny for a problem with Directv equipment while I am under the initial 2 year contract, he escalated it to his supervisor who agreed the problem is likely the box and they will send me out a new one free of charge.

Juniper

ACE - Expert

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23.9K Messages

a month ago

@singardia325 

 

Your 2 year contract doesn't make you immune from paying for a service call.

 

Comes down to we own the equipment (cabling, dish, etc.) so if a tech is sent it is $99 to work on what we own.

 

The only thing DirecTV owns upon install are the receiver/client boxes. If the issue were with those, then it is just $19.95 delivery.

 

From what was described on getting a temporary fix (5 minutes), that said it was the box was the problem so sending out a tech was the wrong call.

 

The Equipment Protection Plan is optional. Personally I don't feel it is worth it as you pay more in the long run as you shouldn't have to use it often.

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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T 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.

Contributor

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9 Messages

a month ago

I don't recall being told that I own the equipment.    I have always had an issue when someone tries to charge me anything for something that is not my fault.   If their box is bad, there is no reason for me to pay to have a new one delivered.  Why should people have to pay for that?    To clarify, I suggested that a tech be sent out since the problem was not solved by two different agents.  Refreshing the receiver only seems to be the correct solution if you are missing a channel, not to resolve a problem with a single channel being choppy.     Only after the agent escalated to the supervisor was the offer to send out a new box free of charge made.

Juniper

ACE - Expert

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23.9K Messages

a month ago

The reason is it is in their terms of service. You may not like it, but that is how the service is setup. Been that way for over 20 years. Other satellite services do the same. Once installed all the equipment, except the boxes (receivers/clients), becomes our property.

 

Refreshing service can clear an authorization problem if there is data that is causing a conflict resulting in a channel sometimes working and sometimes not. Was just something to check to save on cost and time waiting on delivery of a replacement box or service call. From the troubleshooting done, the agent should have suggested a replacement box as it is a waste sending a tech to plug it in and turn it on.

 

It is nice you got the delivery charged waived this time. Just remember that is a one-time courtesy a supervisor authorized.

 

https://www.att.com/legal/terms.dtv_feeSchedule.html

Dispatch Fee $99 If we have to dispatch a technician to repair your service. Additional fees or costs may apply if you request additional services during installation.
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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T 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.
TexasBrit

ACE - Expert

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16.8K Messages

a month ago

since you have multiple boxes doing the same thing and only on one channel odds are it's nothing to do with the receiver. Your dish is probably not aligned corectly and this is affecting only one channel you actually watch. (and others that you don't)

Award for Community Excellence 2020 Achiever*
*I am not an AT&T 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.

Contributor

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9 Messages

a month ago

This is a problem that just started after a year, so I have to believe the dish has been aligned correctly unless the satellite has moved!    We watch a multitude of channels and none of them have the issue, so that is not the issue.   I can click through every channel I have and none of them do the same thing.   Others have suggested it could be the feed from NBC to Directv, but my neighbor up the street does not have any issues with the channel I have an issue with.    I am also skeptical that the new box will solve the issue.   

Contributor

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9 Messages

a month ago

Thank you for all of your input, suggestions and advice!

Brand User
ATTHelp

Community Support

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140.5K Messages

a month ago

Hey, @singardia325. We can understand you being skeptical of this new box, but we'll be here to help if it doesn't solve it.

 

Thanks to @Juniper and @TexasBrit for the help!

 

Once you receive the new box, give it a try and let us know how it goes!

 

Ramses, AT&T Community Specialist

 

 

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.
TexasBrit

ACE - Expert

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16.8K Messages

a month ago

this it what happens when two threads get combined. my comment is for jmbtexas7. singardia should have started a separate thread.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T 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.

Contributor

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9 Messages

a month ago

It is basically the same issue, so I thought it was appropriate and I am also having issues with all of my boxes.    Sorry if I didn't follow proper etiquette, but I don't participate in many forums.      I assume people usually indicate who they are responding to just like ATT Help just did to me.   Have a great day.

TexasBrit

ACE - Expert

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16.8K Messages

a month ago

if it's all your receivers it isn't the box (unless you have a Genie and clients). the signals for locals come from different satellites. 

Award for Community Excellence 2020 Achiever*
*I am not an AT&T 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.

Contributor

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9 Messages

a month ago

Thank you.  I will let you know what happens.   If it is not the issue, then I just won't watch NBC live and use the NBC app on my Smart TV.

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