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Teacher

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8 Messages

Sat, Oct 19, 2019 7:00 AM

DVR unusable since re-branding

Prior to the re-branding the DVR would occasionally fail to play content. After the re-branding, the DVR will play content about 30% of the time. 

However, 100% of the time there is always a point within the program where the streaming will freeze for about 20 seconds.  This usually occurs within 30 seconds of the program start/any point within the program if we get to FF.

After the freeze the audio is *way* out of sync.  Like about 20 seconds..

I have done all the normal debugging. 

This is on a Roku and will still occur on a good ( speedtested at 20mbit up/down) connection, after reboot, as the only app running.  Yes, everything is up to date. 

Not other apps have presented any kind of issue (YouTube TV, Netflix, MTV, Hulu, SciFi), but ATT TV DVR has been completely unusable for several weeks. 

 FYI, we have already found a good replacement for your service which has worked perfectly on every device for the last 4 days. 

Please, kindly, fix your DVR *today* or we are gone.

 

Regards,

-Daren

 

 

Responses

Accepted Solution

Official Solution

Brand User
ATTHelp

Administrator

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108.5K Messages

4 months ago

Hey, @DarenSchwenke!

Thanks for clarifying! Kindly follow these steps to Force Restart your AT&T TV Now app and let us know how helpful this was: 

 

Roku

  1. Using the remote, press Home on the remote.
  2. Press the down arrow, go to Settings > System > System Restart > Restart > Press OK.
  3. On the Home screen, select the DIRECTV NOW app to restart. 

Mike, AT&T Community Specialist 

*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

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108.5K Messages

4 months ago

Hello, @DarenSchwenke

 

Thanks for reaching out, so that we can help assist with your DVR. 

 

We realize using the DVR can be frustrating at times, but here are a few more tips to help with the service. 

1. If the audio is out of sync, try switching the HDMI port your device is in, if it uses a cord connection, you can switch out the cord as well. 

2. Times of day can affect streaming ability, the more people using the app, during prime time, can sometimes affect results. 

3. You can try adjusting your network set up, sometimes all it needs is a little tweak to get things running properly again. Use this link. Increase Network Speed

4. If these tips fail to resolve you can always try comparing your streaming on different devices to compare. For example if you can stream without buffering using LTE/DATA only (wi-fi turned off), then the issue may lay with the network or app on that device. 

5. We'd hate to see you go and loose the value that you've come to enjoy, access to live content, VOD and the ability to record shows at your pleasure. But this link can answer any questions you have about cancelling services. https://soc.att.com/31vfDDw You may only manage your account and changes via the web portal. https://soc.att.com/2TS0jhS

 

Charles O. Community & Forums Specialist 

*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.

Teacher

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5 Messages

4 months ago

Did you figure out a solution to the playback issue?? I never had trouble with DVR or on demand until two weeks ago. I can't even get through a 45 min show without resetting the app multiple times.. every other streaming service works including att TV live.. I'm about over this app. I'm giving it 30 days since the bill was paid before I could cancel

Teacher

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8 Messages

4 months ago

No. It is still unusable. I have had basically the same experience.

We have been using DirecTV Now/ATT TV since it came out and they definitely
screwed something up with the re-branding.

For now we have started up Youtube TV, which works perfectly on the same
devices. I'm sure it borrows from their already massive infrastructure.

We may keep ATT TV just for the additional networks. It's a shame really.
I had high hopes.
Brand User
ATTHelp

Administrator

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108.5K Messages

4 months ago

Hello @Divergent03,

Thank you for reaching back out we are here to help! Please try this link to help you Troubleshoot your Roku. What other devices have you tried to use as well? Let us know we want to get this resolved for you.

Michael, AT&T Community Specialist

*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

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108.5K Messages

4 months ago

Hello @DarenSchwenke,

Thank you for your feedback! Have you tried to check for updates on your device as well as your app? You may also want to try restarting your devices. Let us know we want to help.

Michael, AT&T Community Specialist

*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.

Teacher

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8 Messages

4 months ago

Yes. Everything is up to date.

Teacher

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8 Messages

4 months ago

Yes, I have done that, and everything else logical/on you website. As
stated in my other posts, everything is up to date, has been
removed/reinstalled/rebooted probably a dozen times now. Network speed is
consistent ly between 3 to 50 times the minimum required data rate I have
experimentally determined of about 2.5mbit.
This is the only application I have that is experiencing issues. All other
streaming services work fine. ATT TV for the most part, works fine. Just
the DVR is hosed.

Others are experiencing these issues also. This is not a problem on my
end.
Please fix the application/infrastructure.

Regards.
Brand User
ATTHelp

Administrator

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108.5K Messages

4 months ago

Hi, @DarrenSchwenke

 

Thank you for responding back, we are glad to continue to help with the DVR. We'd like to know if you tried comparing your streaming experience when using the DVR on other devices. Such as a PC, phone or tablet. Comparing the experience can be helpful and help to further determine if there is an issue with the service, the network or app itself. If you have not done this step yet, we highly encourage you to do so and to let us know the results. 

Thanks,

Charles O. Community & Forums Specialist 

*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.

Employee

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287 Messages

4 months ago

The broadband speed requirement for AT&T TV NOW on home streaming devices is 6Mbps per stream. That is 12 Mbps for 2 concurrent streams.

*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.

Teacher

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8 Messages

4 months ago

Thank you for the numbers.
I came about my metrics by measuring the actual throughput, but I could see
that as a safe number to quote customers for something like sports or an
action movie.
The majority of our recorded content seems to end up being of the Hallmark
movie/reality TV flavor though. 🙂
In any case, I know what buffer underruns look like in the DVR and the
application as a whole. This is not that.

This appears to be the application itself freezing. When it stops being
frozen, like 20 seconds of video will play in the span of 1 second. From
then on the audio is out of sync.
Restarting the application doesn't matter. The time of day/available
bandwidth doesn't matter. It will screw up similarly whenever you try to
use it. Hope this helps.

Regards.
Brand User
ATTHelp

Administrator

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108.5K Messages

4 months ago

Hey, @DarenSchwenke!

Thanks for patiently working with us on your DVR issue. Our tech teams are aware and are exploring options available towards a resolution. Thanks for your patience.

 

Mike, AT&T Community Specialist 

*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.

Teacher

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8 Messages

4 months ago

I did a couple tests. I watched Teen Mom (ugh) using the DVR on both
devices on the same network at the same time, at separate times, and on
different networks. That did not affect the results.

The issue *does not* occur via the Android ATT TV application version
3.0.1.03110.

The issue *does* occur via the Roku ATT TV application version 3.2 build
809.
The Roku is a 4660RW - Roku Ultra, software version 9.2.0 build 4115-46.

Everything is up to date.

Contributor

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2 Messages

4 months ago

We are having the exact same issues as Daren Schwenke with AT&T NOW DVR service since they took over from Direct TV Now. The DVR worked “ok” before the rebrand....but we have been waiting for the DVR service to improve since we initially signed on with DirectTV Now in Aug. of 2018. At that time, we were told that they would be improving the DVR portion of their service, but is has not improved at all! Very disappointed as it actually seems to be degrading. We will be looking for a DVR service alternative as seeing the responses above from ATT Techs does not give us much hope that AT&T is willing to correct their DVR issues. 😒

Teacher

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8 Messages

4 months ago

The issues with the DVR still remain.

 

And now here is my $0.02 for those that may care...

The latest price increase I was just notified of will put the cost your service within $10 of YouTube TV, and that is for those of us with faith who have subscribed since the beginning of the DirectTV Now service. For new customers, that difference is $20 in the wrong direction.  Good luck with that.

The lack of the Viacom channels (MTV and such) via YouTube TV is literally the only thing keeping us on ATT TV at this point.  I hear that is in the process of being corrected.

Everything else... just works.

DVR is unlimited.  Given the architecture of YouTube in general, I believe they just record everything and use their significant resources to allow playback of any of that content for 9 months.  That is how I would do it...

Channels and DVR both degrade gracefully.  The quality of your video adjusts based on your current available bandwidth, without interruption.  Again, this is a holdover from how YouTube has learned to handle millions of simultaneous video streams by pre-encoding 6-8 versions of the same stream so they can be dynamically switched during playback depending on the customer's available bandwidth.

VOD content is shown right along with your DVR content for channels you have added.  So.. you can skip commercials for the things you have recorded, but if you want to go back further than that you still can if you are willing to put up with the commercials.

 

The current path ATT TV is on is a road to ruin and your subscriber numbers bear that out.

Please hire some good architects to correct the infrastructure, and providing similar service offerings for a similar price would be a good second step.

 

Regards,

 

-Daren