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Tutor

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6 Messages

Sat, Oct 19, 2019 8:30 PM

Fire TV Stick 4k Freezes on certain AT&T TV channens

ESPN HD Freezes after about 10 seconds of play. No other channel no other streaming service. Day, night, rain, shine, doesn't matter. Tried updating both AT&T software and Firestick firmware. No joy.

Responses

Brand User
ATTHelp

Administrator

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111.7K Messages

5 months ago

Hello, @Whatever2a

 

Thanks for reaching out, we'll be glad to help with ESPN on your ATT TV NOW app.

 

If you are experiencing buffering on only one channel with your device. You may want to consider the time of day or event you are watching. During main sporting events, many subscribers watch the same thing though the app, this can cause viewers to experience some buffering. 

 

There are some helpful steps that can eliminate or reduce buffering. When using an Amazon device, be sure to check and regularly clear both the cache and data for the app. You may also want to check the resolution that you stream in. While streaming in the highest resolution supported can be enjoyable it does use up more bandwidth on the network. Try adjusting your tv to a lower resolution to see if that can help the buffering as well. You can always use this link to help resolve common experiences with Amazon devices. https://soc.att.com/2pE6pr0

 

Charles O. Community & Forums Specialist 

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*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.

Tutor

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6 Messages

5 months ago

I have tried this channel at all times of the day, even non high demand
broadcasts - it still freezes. When I say it freezes, I mean it does not
ever start playing again. I have to change the channel, come back to it,
and then it will play for about 10 secs before permanently freezing again.

I tried turning to the same channel with different equipment - Roku 4k TV
and it never froze, so it's not my router or bandwidth.
Brand User
ATTHelp

Administrator

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111.7K Messages

5 months ago

Hello @Whatever2a,

Let us help with some additional troubleshooting tips! Have you tried any other devices to see if you are getting the same experience? Also, Have you checked your internet connection to make sure it is stable? You can click this link for Internet Speed suggestions. Let us know if that helped.

Michael, 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.

Tutor

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6 Messages

5 months ago

Yes, I tried a Roku 4k TV on the same network. No issues.

I tried uninstalling the AT&T app from the Firestick, clearing the cache on
all apps, reinstalling the app. Same problem. Really weird that this is the
only channel that freezes.

Again 'Freeze' means it stops playing and will not restart; not just
buffering. Changing the channel and going back to it results in the channel
playing for about 10-15 seconds before it freezes again.
Brand User
ATTHelp

Administrator

 • 

111.7K Messages

5 months ago

Hey, @Whatever2a!

Thanks for the feedback. I am sending you a private message to help in this matter. Please check and reply to my message. I look forward the opportunity to help you!

 

Mike, 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.
Brand User
ATTHelp

Administrator

 • 

111.7K Messages

5 months ago

In order to help get to the bottom of the freezing issue of your ESPN on your Fire TV stick, please send us your account email, zip code, county and public IP address. You can find that by going to https://soc.att.com/2KxuMvO on a web browser, then clicking on “Find your IP address”.

 

Mike, 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.

Tutor

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6 Messages

5 months ago

Account email is *****
Zip code is *****
County is Houston
IP address as queried is:
*****

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc]

bcbsncjlj

ACE - Expert

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19.3K Messages

5 months ago

Do not supply personal info in a community forum. Reply by Private Message only.

Award for Community Excellence 2019 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.
Brand User
ATTHelp

Administrator

 • 

111.7K Messages

5 months ago

Hello, @Whatever2a

 

We would like to apologize, but the request for the information before was not sent privately to your forum inbox by the last agent. For your protection, this information has been blacked out by AT&T on the fourm.  Please re-post this information, in your forum inbox. If you do not see a message from us, let us know. Thanks. 

Charles O. Community & Forums 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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1 Message

5 months ago

Hello, what was the end result of this issue?  I am experiencing the same.  Have a 4K firestick and certain channels are only playing for 10 seconds at a time and then freeze up.  Thanks.

bcbsncjlj

ACE - Expert

 • 

19.3K Messages

5 months ago

Force stop the app then delete the cache and data from the app. Try again.

Award for Community Excellence 2019 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.

Tutor

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6 Messages

5 months ago

Same issue.

It's not just one channel, but ESPN is the worst.

It will start again after maybe 5 or 10 mins, but then freeze soon thereafter.

Some channels don't do it at all.

Tutor

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6 Messages

5 months ago

It is not resolved. AT&T 'has escalated' it.

New Member

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1 Message

Any update?

Having the same issue on ESPN HD and on Paramount Network Channels...

New Member

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1 Message

any new ideas? I have been unable to resolve this problem on MSNBC.

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