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Jordy85's profile

New Member

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9 Messages

Mon, Sep 26, 2022 2:16 PM

Freezing Issues with Channels

I recently lost an old Pace IPH8010 DVR box (would no longer power on) and got it replaced with an ARRIS VIP2262. Since installing it, I've been having issues where the channels would freeze/pixelate. Some days far worse than others. I am wondering if this is a new STB issue or maybe something else. Has anybody experienced this issue and have a known fix? I've tried a whole house reboot three times. No luck. We spoke to a tech and they had us replace the gateway. Did that and we are still experiencing the freezing.

We have never had this issue before in my previous 8 yrs of using Uverse, so I am leaning towards this new box being the problem. Any thoughts, guys?

Accepted Solution

Official Solution

JefferMC

ACE - Expert

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30.3K Messages

2 months ago

Sounds like there is an issue with either the DVR, or its connection to the Gateway.  If you rarely see issues while watching live TV on the DVR itself, but you have artifacts in the recording, then there's a problem with the recording subsystem and you need to get a replacement DVR.  A very good acid test is to record a show while watching it live.  If it has recorded issues that didn't exist in the live view, then clearly it's a fault in the recording subsystem of the DVR itself

So, if it's the DVR, you'll have to request a new one.

I'm trying to build a comprehensive case for the DVR vs the connection, because replacing the DVR when its the Ethernet cable (or the cable just isn't plugged in well) is a waste and that happens far too often.

New Member

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2 Messages

2 months ago

I'm having similar issues. I just upgraded from DSL (12Mpbs) to fiber (300Mpbs) and with the new gateway, all of my TVs experience some sort of freeze or pixilation about every 20-30 minutes no matter what channel I am on. All of my STBs are connected via Ethernet including the main TV that directly connects into the gateway. The other STBs connect in through the old switch that was near the old DSL gateway.

I have rebooted the gateway and the STBs and no changes.

I should mention that aside from having to reboot the DSL gateway about once every 3 months, I had no issues with TVs freezing, even momentarily. It has only been since I upgraded to the new faster fiber connection and a new gateway

that I have seen this issue happening.

(edited)

ATTHelp

Community Support

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203.9K Messages

2 months ago

Hi melias48021, we can help you fix the freezing and pixelating on your TVs!

 

Run diagnostics using the Troubleshoot & Resolve Tool on U-verse TV to find out what's causing this and find a solution.

 

Here are the steps:

  1. Press Menu on the U-verse Remote Control.   
  2. Scroll down to Help, then press OK.   
  3. Select Information.
  4. Scroll to Troubleshoot & Resolve, then press OK.   
  5. Select the service you want to troubleshoot and allow the interactive diagnostic test to run and complete.   
  6. Follow the onscreen instructions to resolve. Other options may include dispatching a technician or speaking to a Customer Care agent.

We hope this helped! Let us know if you need assistance with anything else.

 

Aminah, AT&T Community Specialist

New Member

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9 Messages

2 months ago

Sorry to hear that melias.

@ATTHelp that did not work. As mentioned, I've tried rebooting the whole house. Three times but to no avail. New gateway. Same issue. Is it possible that the Pace box was better equipped for fiber than the Arris?

Any thoughts, @baseballisback @skeeterintexas @JefferMC? Have you guys seen this issue before?

(edited)

New Member

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2 Messages

2 months ago

@ATTHelp  Like the other person, I have tried rebooting the home gateway several times as well as the individual receivers. If anything, the problem has gotten worse the last few days. I am trying to speak with a customer service agent now and he is telling me that the gateway that was just installed a month or so ago needs to be replaced. They are send me a new gateway, but I don't have much confidence this will work either. Will update this thread tomorrow after the new gateway arrives and I get it installed.

(edited)

ATTHelp

Community Support

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203.9K Messages

2 months ago

We hope they're able to assist you, melias48021. If you need help with anything else, we'll be here.

 

Thanks for visiting the AT&T Community Forums!

 

Aminah, AT&T Community Specialist

New Member

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9 Messages

2 months ago

Hey @melias48021 

They had me do the same about a week or so ago. It did not work for me, but hoping yours works out.

Hey @ATTHelp 

Is it possible there are line issues, on AT&T's side, in our respective areas?

New Member

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9 Messages

2 months ago

@ATTHelp 

Is there a reason why you haven't addressed any of my posts directly in this thread? I created the original post and for some reason I'm being sidestepped.

@baseballisback @JefferMC can any of you guys see my posts?

ACE - Expert

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23.6K Messages

2 months ago

What gateway are you using now?

New Member

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9 Messages

2 months ago

Greetings Skeeter,

They sent me the BGW320-505. I think the manufacturer is Nokia, if that helps.

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