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Contributor

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2 Messages

Tue, Jun 19, 2018 1:39 AM

Picture freezing and pixelating

Does any one else have problem with picture freezing or pixelated while watching tv? HD channels.

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gr8sho

ACE - Professor

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2.1K Messages

2 years ago

@Andryah

Sorry, this is incorrect.  Yes, Uverse IPTV uses a specialized IP protocol, but the way you describe the issue is incorrect.  The only reason a failure to support multiple TV streams occurs would be due to incorrect configuration of home network.  Period.  For instance using basic Ethernet switches to share both IPTV and computer traffic will invariably lead to a fail. 

 

Keep your Uverse receivers on their own Ethernet port and switch to be safe, or, if you're knowledgeable about what smart switches to use, go for it, but if you make a mistake with your home network, it is not proper to blame the ISP for the fail scenario. 

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Brand User
ATTHelp

Community Support

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136.6K Messages

2 years ago

Hello there @Tvtimetn,


Thank you for reaching out and bringing this to our attention.  TV is definitely a great source of entertainment, so I can understand the importance of getting the HD channels working again.  I have some troubleshooting steps I recommend trying.


First I would start by resetting your box by pressing the red reset button located where the access card is. Depending on the model of receiver depends on the location.  You will find either on the front right r on the side of the receiver, press and hold for 10 seconds.   Next check the cables and make sure they are secure.


You can also go to our Troubleshoot & Resolve Tool and troubleshoot further.  It will ask you questions and all you need to do is answer them.  Once you answered all the questions it will provide you a solution.


I hope this helps, have a great day!


Zach, AT&T Community Specialist  

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Andryah

Teacher

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17 Messages

2 years ago

First step is to restart all your equipment... beginning with the DVR and Gateway.

 

If that does not resolve it.. and I had two instances in May when it did not... then it is likely there is an issue with the server that actually streams broadcasts to you. 

 

Are you able to stream OK on just one set top box, while others are either inactive, unplugged, or set to something on On-Demand?  I ask because that was my issue in May... and even though live support insisted I had an issue in my home..it was pretty clear to me there was some sort of service interruption upstream from my home.  But live support insisted I needed a service tech to come out... so I accepted the appointment. The issue self resolved after about 36 hours all on it's own.  All the tech could do when he arrived a couple days later was confirm there was no issue.. and just for good measure.. they re-provisioned my uverse account.

 

Contributor

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5 Messages

2 years ago

I have the fiber connection for internet and TV. One would expect that alone would negate pixelation, but not so  Nothing I tried ever resolved it  

 

One day, after an update, the receiver went into a loop. The box had to be replaced.  I had a very nice and thin profile receiver/DVR  The replacement wasn't so low profile. But, no more pixelation or sound drop out.  I have noticed it takes 2 seconds or so after changing channels before the sound starts, but that I can live with  

 

If nothing you try  or are suggested to try by AT&T, you might consider swapping the box itself. No guarantee  but for me was a welcomed surprise benefit. 

Contributor

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2 Messages

2 years ago

Good to know. I reset it last night and same issue.
Also made sure my wires were snug.
_xyzzy_

Expert

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15K Messages

2 years ago

Is this problem only with live tv, recordings, or both?

 

It might be interesting to see your error rates.  Get into the gateway with your (192.168.1.254) and look for the page with the broadband status info.  You should see some tables (DSL Status, Timed Statistics) with information like SN Margin, FEC Errors, CRC Errors, and other stuff.  If you are seeing high error counts then your line connection (or the gateway's connect to it) may be having "problems" which of course translates into what you are seeing.  Post those tables if you are not sure.

Contributor

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1 Message

2 years ago

 I'm having the same issues since I upgraded to fiber last month. Received new DVR box and still having issues. Tech coming out AGAIN Saturday. 

Contributor

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1 Message

2 years ago

all my channels are freezing

 

gr8sho

ACE - Professor

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2.1K Messages

2 years ago

@Tvtimetn

If unable or unwilling to post tables requested by @_xyzzy_, call tech support and request them to perform a line quality check. This is very important on copper based service. 

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Andryah

Teacher

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17 Messages

2 years ago

You can actually run a line test yourself using ATTs troubleshoot and resolve web site.   When you begin a troubleshooting session, it will in fact run a line check first and report back if there are any line issues detected. Essentially the same thing live support will run in the background when you call them.

 

It will save you the hassle of going through live support and having them doing all sorts of things and making all sorts of suggestions that you may in fact have already done.  They follow a script... which most people on this forum are already familiar with and have done before they bother calling live support.

 

Multi-cast caused pixilation apparently is becoming more and more of a thing with ATT.  I have had it happen about half a dozen times over the last year.  Always on the weekends, and always clearing up before Monday.  It is frustrating and will have you jumping through troubleshooting loops until you realize this is not in your home... but somewhere downstream in the ATT streaming infrastructure.  Symptoms are easy to check:  if a line check shows no issues and you cannot stream live channels on more then one set top box at a time, yet can view multiple on-demand sessions on different set top boxes in your home... you are the victim of a multi-casting issue that is completely beyond your control to do anything about.. except wait it out.  You will just have to wait it out.  If it keeps up.. this long time ATT customer will be ditching ATT permanently. 

 

Multi-cast issue defined:  ATT uses a multicast protocol to allow you to stream/record multiple live channels in your home at one time.. typically 4 at once. When there is an infrastructure issue on ATTs end with multicasting.... you will only be able to stream/record one live channel at a time.  If you try to stream/record more then one... you will get pixilation, frame freezing, stuttering from all set top boxes in your home.  And don't waste your time trying to discuss/resolve this with either phone support or a live service call representative...because I have tried that multiple times and they all just shrug their shoulders and say they have no idea what the issue might be.  Heck.. they won't even acknowledge that the problem exists.

 

 

Andryah

Teacher

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17 Messages

2 years ago

@gr8sho

 

1) I do not use Ethernet to connect to the ATT receivers, I use the cable lines in my home (which have been checked and verified as OK multiple times by service techs).  I avoid Ethernet for precisely the reasons you listed.  Been using the same receivers and same cable connections for years now, and that is exactly the way the service techs set it up when they first installed it.

 

2)  The multi-cast issue is easy to check and verify, as I explained above, when it happens.  Not all pixilation issues are caused by this... but when it is caused by multi-cast issues upstream... it is very easy to verify on my end, and hence avoid the endless circular troubleshooting that is most often presented in this forum.  There are no issues with errors in my gateway, no issues with errors in any of my 3 receivers, and service techs can find absolutely no issues when they arrive on a service call.  I have checked all this multiple times when this happens. As an Electrical Engineer by profession, I am not a noob with respect to troubleshooting.

 

3)  This problem happens randomly on weekends... starting sometime Saturday morning and will continue until sometime prior to Monday morning.  Resetting the gateway and the receivers will not fix it, and if I run a ufix cycle at the ATT website... it runs a line & equipment test and everything comes back clean.  Neither phone support nor a live tech support call to my home can find any issue with the lines into my home, lines anywhere in my home, nor with any of the equipment.   There is something going wrong upstream, either at the VRAD or farther up the line when this happens (and phone support and live support have absolutely zero visibility into where the issue is taking place).

 

You cannot dismiss this by simply waving around all the usual troubleshooting steps.

 

gr8sho

ACE - Professor

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2.1K Messages

2 years ago

@Andryah

You are the one that jumped in on someone else's issue.  Not everyone using Uverse is still configured with HPNA, and can't make any assumptions based on a vague and ambiguous statement like my TV is freezing or pixelating.  Folks here will make an effort to offer assistance based on experience.  Oftentimes the root cause is traced back to a line quality issue that develops over time or perhaps existed and wasn't caught at the time of installation.  Other times it can be an unintentional self inflicted wound.  Either way there is some root cause to a problem that needs to be solved.

Cheers.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
_xyzzy_

Expert

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15K Messages

2 years ago

Why is this thread still going?  Anything we speculate here is just that, speculation.  The OP hasn't been back here since June when I asked for the broadband statistics which s/he never posted.

Contributor

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1 Message

2 years ago

So frustrating 

we have been having the freezing and pixelating issue for some time! We received a DVR box and a new Modeum but still having issues!

Contributor

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1 Message

2 years ago

Yes I had my receiver replaced didn’t help had two guys over replaced wires outside didn’t work well it is still freezing up

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