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jswilson64's profile

Teacher

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28 Messages

Thursday, February 17th, 2022 2:56 AM

Closed

AT&T Fiber 1000 Mbps ,U-verse TV freezing, replaced gateway BGW210 and DVR IPH8110, at my wit's end

We have AT&T Fiber, 1000 Mbps service. House is a new build, finished in 2019. Fiber is underground to the home.   We have two AT&T set-top boxes - one DVR and one non-DVR. 

In the past few months the TV service has begun freezing. Mainly on the TV with the DVR box but both boxes freeze. If we catch it in a few seconds you can change the channel up/down one and then back and it is ok. Wait too long and the TV displays the "Uverse signal lost" message, then after a few minutes the video returns. Rinse and repeat every few minutes. 

I've called tech support several times. They first replaced my DVR with a IPH8110. After the freezing issue returned, last week they replaced the BGW210. I put the new gateway into service 3 days ago, restarted the DVR and the gateway and everything seemed fine. Tech support mainly seems to serve to have me restart my equipment and wait for the problem to re-occur. 

Freezing returned this evening. Multiple channels. 

Our setup: Fiber terminates at an ONT in our structured wiring panel. BGW210 is there, powered via an APC UPS. The two TV boxes are fed through house CAT6 wiring plugged directly into the gateway - no switches or hubs between. CAT6 patch cables are used to connect the tv boxes to the wall jacks.  

The AT&T Smart Home app shows the gateway is connected at 1Gbps. ONT lights confirm gigabit traffic (blinking amber). I have a couple of gigabit switches connected to the gateway for wired connection and they indicate gigabit traffic as well. Internet devices are fine. Video streamed on our Roku (connected through a gigabit switch to the BGW210) is good without compression artifacts on several different apps. I use a VPN for work from home and it works as well as being at the office without VPN.

I'm so frustrated I'm ready to cancel my Uverse TV service. Phone support is frustrating with a long hold after which the tech follows the same script and urges me to restart my equipment and if I still have problems, call back (and wait on hold, again). It appears the only way to get reliable Uverse TV is to need to restart my equipment once or twice a week. 

Community Support

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232.8K Messages

2 years ago

Hi there, jswilson64! We want to help you get your U-Verse TV unfrozen. 

 

Due to the nature of the concern, we are going to be moving this interaction to a Direct Message. You will notice a chat icon next to a bell icon on the top of page, on the right hand side. Our next message will appear there. 

 

In there mean time, we want to thank you for doing everything that we have asked of you when it comes to troubleshooting your U-Verse TV service. We understand that you are on your wits end and we want to pull you back from that end. If you could please, gather any relevant  account information so we can make this resolution as seamless as possible. 

 

We will be standing by in the Direct Messages above. 

 

Thank you for using the AT&T Community Forums. 

 

Matthew, AT&T Community Specialist

ACE - Professor

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5.7K Messages

2 years ago

@jswilson64 

We all put up with occasional system restarts, but what you’ve described as frequency isn’t normal, I agree.  Comparing U-verse TV with Roku is apples and oranges because the former uses a more complex multicast method for delivering streams.  
Out of curiosity, is the gateway running with default settings?  And, are you able to do any other troubleshooting there to see if the behavior changes?  Since you mentioned VPN for work I suppose it might be a hardship to reconfigure things to isolate what’s causing the problem?

Teacher

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28 Messages

2 years ago

I can do some fiddling with settings after work (after 5pm central time). 

While it may be an apples-to-oranges comparison, I think it's valid, because one method of transmitting video to my home isn't frustratingly unreliable and the other method is.

Edit: they're rolling a truck tomorrow.

(edited)

ACE - Professor

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5.7K Messages

2 years ago

Oh, no doubt.  However I can also claim buffering issues on my Fire TV streaming movies on the TCM app for instance ruining the experience whereas a prime video stream has no such issues, nor does watching the TCM live feed on U-verse settop box have any such issues.   

As for fiddling, I’m not talking about settings so much.  Leaving the gateway in factory reset mode is actually ideal.  My suggestion would be to create a simplified setup with just the DVR just to isolate any home network wiring contributing factors. Just my $0.02.   

Teacher

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28 Messages

2 years ago

After @atthelp set up an appointment with a tech for tomorrow, I received a text: 

"Hi, it's AT&T! We did some work on our end and it looks like your service is fixed. Please reply FIXED if everything is now working." 

Monitored it for a few hours and the freezing has gone away. 

To me this raises the question - what did AT&T "work on" that fixed it, and why didn't AT&T "work on" it when I called 1-800-288-2020 multiple times? 

If it reoccurs I'll be back I guess.

ACE - Professor

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5.7K Messages

2 years ago

I’m intrigued as well!  

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