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twood68

Teacher

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27 Messages

Fri, Aug 18, 2017 2:44 PM

Stuttering and Freezing

I have had U-verse for several years now. About 2 months ago we started experiencing stuttering and occasional freezing of the picture. It is random, but seems to occur in the evenings. It happens during live TV and recorded shows. Also happens on all TVs. I called U-Verse support last week and they sent a tech out. He replaced the gateway, the modem and the DVR. However, the problem persisted. So I called again early this week and another tech came out. He said our signal looked good and didn't know what the cause could be. He check all the connections and found the Ethernet cable from the gateway to the DVR was not pushed in all the way. He pushed it in and he and I both thought that was the problem, so he left. However, the problem still persists. We were watching a show last night and it froze, went to a black screen, no sound, then after a couple of seconds started playing again. There were some stutters as well.

 

My DVR sits right next to the gateway and is connected via an Ethernet cable. Two STBs are connected by coax. One STB is connected wirelessly.

 

Gateway Model: 5268AC

DVR Model: VIP2250

 

Below are my Broadband Stats:

Broadband Stats.png

 

DSL Link Errors.png

 

 

2 Attachments

Responses

Teacher

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25 Messages

3 years ago

We had an issue like that. The signal was good on the outside of the house and at the modem but squirrels had chewed on a couple of the room feeder lines and part of the signal was escaping leading to frozen and stuttering streams on those TV's. Very small holes but it was enough to cause the issue. 

twood68

Teacher

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27 Messages

3 years ago

Pretty sure that is not the case for me. My outside wiring is underground. The NID is on the same wall as the gateway, so that line runs straight through the wall. DVR sits right next to the gateway and is connected by an Ethernet patch cord.

Tutor

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9 Messages

3 years ago

I have the same trouble in my home & in now in my apt. It's so frustrating & no one seems to be able to fix it. May have to switch back to Time Warner if a solution isn't found. It cut out 26 times this evening!
_xyzzy_

ACE - Expert

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15K Messages

3 years ago

When these problems occur are you watching and/or recording on more than one tv?

 

Out of curiosity what's your profile?  On the uverse remote push menu -> options -> system ->  system information ->  system resources.  What do the first two lines say (streams and bandwidth)?  Here's some info about this.

 

I ask because I think the user rate in that info you show is fairly low.

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twood68

Teacher

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27 Messages

3 years ago

The problem happens while watching just one TV. Not sure about recordings. I know it has happened while recording at least one show.

 

Here is my system resource info:

 

Streams: 1 SD/ 3 HD (WAN); 1 SD/ 3 HD (Ingress)

Bandwith cap: 26960400 (WAN); 26960400 (Ingress)

 

One thing I should point out: My home is pretty far from the remote terminal. I had to wait until pair bonding was implemented before I could get service. However, I have had service for 3 or 4 years now and never had this problem until about 2 months ago.

_xyzzy_

ACE - Expert

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15K Messages

3 years ago

However, I have had service for 3 or 4 years now and never had this problem until about 2 months ago.

There are posts in these forums where some users noticed their profile was lowered for some unknown reason.  I assume you don't know what your profile was when things were working ok (why would you have any reason to look?Man Wink).  Perhaps you had a higher profile in the past. 

 

At any rate, you say this happens mostly at night.  Is that when you do most of the tv watching and recording?  As an experiment and to trouble-shoot, when the problems start appearing again, it might be worth reducing the tv viewing to only a single tv and no recording to see if the problems still occur.  If not, add in another tv or recording, etc.  In other words keep adding in active components that suck up bandwidth until the problems reappear.   If this is a bandwidth problem this kind of experiment might show it.

 

Of course if you already know the problem occurs with just one tv being the only thing using the bandwidth I am not sure what the problem might be.  When you captured those broadband stats you posted earlier was then while you were having your problems?  If not maybe you should do it then to see if the error statistics are higher than what's shown there.

___________________________________________________

This is a public forum and I am a customer just like you. Click "Like" if you feel this post is helpful and "Accept as Solution" if it solves your problem.

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.
twood68

Teacher

 • 

27 Messages

3 years ago

The profile has always been 1 SD/3 HD. I know because I was not happy that I couldn't record 3 HD channels and watch a 4th. Because of my distance to the remote terminal, that is the best profile I can get. Like I said, its been that way for years and hasn't been a problem.

 

The problem with experimenting is that the problem is so random that you can't tell if its been fixed for hours or days.

Tutor

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9 Messages

3 years ago

Thanks for the reply. I only use the one TV at a time and do not record anything. The freeze screen does happen throughout the day but more often at night.
Brand User
ATTHelp

Administrator

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111.6K Messages

3 years ago

Thanks for the update CaptnK3, would you mind sending us Private Message to @ATTCares and provide the account info so we can see if there's a line issue contributing to this problem? Thanks!

 

-MorganB, 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.
twood68

Teacher

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27 Messages

3 years ago

Uh, what about MY problem?!?!?! I started this thread and you want to help someone who hijacked it??? Unbelievable.
_xyzzy_

ACE - Expert

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15K Messages

3 years ago

@ATTCares you answered the wrong poster.  The OP for this thread is @twood68.

 

@twood68I guess at this point you should just do what they say and you send your own PM to them.  Make sure you also include a link back to this thread and reiterate that you're not the hijacker and they of course have a reference to the discussion here.

___________________________________________________

This is a public forum and I am a customer just like you. Click "Like" if you feel this post is helpful and "Accept as Solution" if it solves your problem.

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.
my thoughts

Employee

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14.4K Messages

3 years ago

@twood68short recap, multiple year service bonded pair with recent freeze/pixel, (4) TVs with various connections, two tech visits, major equipment replaced, problem continues intermittently on all TVs.

 

Two concerns, first older install, tvs on coax? Possible flaky coax splitter or voltage back feed (common with large flat screen tvs) known as foreign voltage, techs have a FV detector to check for stray voltage and possible grounding solutions.

 

The more likely....

Your on an F card (no upstream max reported, with 1SD/3HD... This is the 25/2 profile but if look your up is only 1.4 thus your signal is maxed out. Any noise on the line (errors) will cause symptoms described.

 

The port may be going bad, the card may be going bad.

Recommend a tech visit for a double port swap, ideally to a newer K or N card if availability exists (does not always exit, either no newer cards or no card with two free ports (bonded requires both ports be in same card)). Otherwise a switch to other ports preferred a different F card if have to stay on F.

 

Basically trying to improve the headroom on upstream, internet may or may not be affected but low SN (not reported on gateway stats) on upstream would account for your condition/symptoms. Call, request service appointment for intermittent sync issues, when tech precalls or arrives ask about double port swap. If possible ask to see before and after screen shots of your lines, again upstream should be reaching about 1M per line, 2M total. Needs above 1.5 to have any room for noise on lines.

*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.
twood68

Teacher

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27 Messages

3 years ago

Thanks @my thoughts. I have scheduled an appointment for tomorrow and gave the information about doing a double port swap.

Tutor

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9 Messages

3 years ago

Yes I will
my thoughts

Employee

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14.4K Messages

3 years ago

@twood68

Any news to share?

*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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