M

New Member

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2 Messages

Saturday, November 28th, 2020 4:46 AM

U-verse signal lost but changing channel works - for one minute then freezes

I get the U-verse signal is lost message, but if I Go up or down one channel, Things work great - for one minute and then the picture freezes and sound goes away.  Have tried all the cable connections, even switched the receiver with the one from another tv in the house, To no avail.  

Ideas? 

ACE - Professor

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5.1K Messages

3 years ago

If you put a switch or router between the gateway and the set-top box, this effect can happen.  Because that hardware is unable to handle multicast traffic required by the more sophisticated Uverse service.   

ACE - Expert

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34.3K Messages

3 years ago

Are you sure it's a whole minute?  As gr8sho says, when you first tune a channel, the channel is immediately sent via unicast (i.e. to your Receiver's specific address).  The Unicast stream lasts about 20 seconds.  This is intended to cover the period of time necessary for the Receiver's request via IGMPv3 for a multicast stream of the channel.  Once the receiver sees the multicast stream, it seamlessly switches to it.

If anything between the receiver and the Gateway blocks the multicast stream from coming in, or the IGMPv3 conversation from happening to initiate the stream, then about 20 seconds after you tune the channel... oops.

New Member

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2 Messages

3 years ago

Thanks for the specifics.  Way over my pay grade, but that gives me a clue into what to ask the support techs, I guess.  I didn’t Time the longevity of the signal but I will.  It very likely could be 20 seconds. 

Ironically, a couple of days after an AT&T tech came out last week, worked on the lines at the street level then came inside to test them, or main TV made a popping sound and went dead. It is completely dead.  Then the second TV started this nonsense.  Maybe there’sa message here? LOL

ACE - Expert

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34.3K Messages

3 years ago

The kind of thing that causes what we're describing is normally, as gr8sho said, a piece of network equipment between the Gateway and the TV Receiver that is blocking part of the network traffic.  Like if you decided you wanted a third party router for your networking and plugged the TV Receivers into that Router instead of directly into the Gateway... that sort of thing.

Community Support

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229.5K Messages

3 years ago

Hi, @Mp111.

 

Please let us know more about your setup so we determine the best course of action for you.

 

Aminah, AT&T Community Specialist

ACE - Professor

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5.8K Messages

3 years ago

Try unplugging your dvr for about 30 seconds. Then plug it back in. If that doesn’t work, unplug the gateway for 30 seconds and plug it back in. As asked, do you have any equipment between the gateway and dvr?  

New Member

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2 Messages

3 years ago

I am also having the same problem as MP111.  I have nothing between the gateway and receiver.  ATT has replaced both the gateway and the receiver/DVR.  Problem still exists; however, my wireless receiver works fine.

This problem came out of nowhere.  I have had this service for the past 10 years without any troubles then, a few weeks ago the channel freezes and I get the “you are not connected” screen.

ACE - Professor

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5.1K Messages

3 years ago

Seems like the next step to try is another wired connection to the affected receiver 

New Member

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2 Messages

3 years ago

gr8sho, I tried a different line from gateway to dvr jack...same problem.  I tried a different patch cable from dvr jack to dvr...improved (signal doesn’t completely stop); but, now signal is “jerky” (stops and starts).

ACE - Expert

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34.3K Messages

3 years ago

Uh... what?  Preparing to update with a SPAM link?

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