domino82's profile

Mentor

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78 Messages

Wednesday, September 14th, 2011 2:26 AM

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.

Expert

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14.5K Messages

12 years ago

Thanks for the info!

Expert

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23.3K Messages

12 years ago

I'll gladly take one after I have watched all of the recordings on my dvr.Smiley Wink

Scholar

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141 Messages

12 years ago

I have the same problem.  I too only watch recorded programs.  Threre have been times when this is going on, the recording is going on in almost real time, so I switch over to live tv and there is no freezing.  This certainly does ruin my  viewing pleasure.  I have yet to call tech help as the other times they are useless and all the ever want to do is restart.

Expert

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23.3K Messages

12 years ago

If your install is coaxial, check and make sure all of your connections are tight.  Also do hard boots of your RG and afterwards your stbs.

Tutor

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9 Messages

12 years ago

Stats-2011-10-12-22-52-58.jpgWe've been dealing with shows stuttering and freezing so bad that I have to find the show online and download it to watch. I did the screenshots, maybe someone can make heads or tails of it for me. Thanks in advance!Bitloading-2011-10-12-22-46-41.pngErrorTable-2011-10-12-22-46-28.png

3 Attachments

Expert

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14.5K Messages

12 years ago

Don't really see anything wrong looking at the screenshoots, but it shows less thank 4 hours of activity since the RG was last rebooted.  I would recommend that you call Technical Support and have them run some tests on your system.

Expert

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23.3K Messages

12 years ago

Your bitloading stats don't look good to me.  It looks like there is a bridge tap somewhere in the lines between your home and the VRAD.  I suggest calling ts and request a tech be sent out to check your service. 

Tutor

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5 Messages

10 years ago

I am having the same "stuttering" on the playback from my DVR.  It only happens with the non-DVR receiver.  I have never had problems watching the same shows (or any recorded shows) on the DVR receiver.  The freezes last up to 5 seconds each and are not always in the same place in the show.  I can usually rewind a little and see what I missed, but of course who wants to do that throughout the whole show?  Rebooting did not help.  Unplugging/replugging the router didn't help.  I haven't tried replacing the DVR or router yet, but reading a lot of the other posts on this topic leads me to believe it wouldn't help unless I can get the brand new all-black ones mentioned by domino82.  I can't download the uvrealtime app because it tells me it is not supported by my version of windows (Win8 64bit.)  I haven't jumped through as many hoops as the other posters on here, but I've done my fair share.  Is there any hope for me?  A Dish salesman knocked on my door yesterday, and I turned him away.  Don't make me regret that decision Smiley LOL

Expert

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10.1K Messages

10 years ago

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?

Tutor

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5 Messages

10 years ago

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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