Stonecol's profile

7 Messages

Saturday, October 7th, 2023 10:48 PM

Tv freezes every few minutes just for a second

Hello my att uverse tv freezes for a second intermittently. It’s just for a split second every 5 to 10 min. I have replaced  and rebooted both the gateway and receiver and reset the tv. I also replaced the hdmi cable and Ethernet cable today. I have done everything att has told me to do but problem has not resolved. I have att fiber internet and they said it’s running top notch on their end. What else can I do? Should I get a new tv or cancel all services and start over with new provider?

ACE - Expert

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27.4K Messages

5 months ago

If it’s just one TV you can try replacing the receiver.

7 Messages

5 months ago

Both gateway and receiver were just replaced and are new 

7 Messages

5 months ago

The freezing is what prompted att to send me a new receiver and gateway 

Community Support

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229.6K Messages

5 months ago

Hello @Stonecol,

 

Thanks for reaching out to us, and we'd be happy to help you with your questions about U-verse TV.

 

We recommended checking out this article. It has some troubleshooting steps that may help. If you continue to have trouble, we recommend downloading our myATT app from the app store or texting myATT to 8758 to receive a link to download it. It allows you to troubleshoot in the palm of your hand quickly and easily. You can even set up a technician appointment.

 

We also suggest you to check the coaxial connection, and did you try changing the wall jack or surge protector?

 

For further assistance, we are always here to help!

JennieW, AT&T Community Forum Specialist.

 

7 Messages

5 months ago

Hi I don’t think it’s a coaxial. I just have the fiber internet with the thin cable into the bottom of the square on the wall that att installed 2 years ago. When I called they said the internet is running top notch. I have a new hdmi cable from the new receiver into the back of the tv. And a new Ethernet cable from the gateway to the receiver. All connections are good and all equipment has been replaced in the last few days. Tests have been run from customer service and still not resolved. 

7 Messages

5 months ago

I also have the app and it says internet looks good. What I do find odd is channel 411 troubleshoot shows generic error and to call customer service. I was told rebooting the receiver should resolve that but the 411 troubleshoot does not work. It states we are experiencing a problem. 

7 Messages

5 months ago

Maybe my last resort is a tech to come out? Customer service said I would not have to pay the 99$ fee but I’m skeptical 

ACE - Professor

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7.6K Messages

5 months ago

It's been my personal experience the $99 fee is only charged if it's something the customer can do. If they come out and the batteries need replaced in the remote, or the receiver needs plugged in...they're gonna charge.

Here, you've seemingly done all you can do. Sometimes, there's a part in a crawlspace, pole or basement that needs replaced. 

The other option? Call the retentions office during regular business hours. They should offer a money-saving deal. Just remember to cancel the free upgrade on the last day or to call back in when the offer expires.

This should definitely be more than $99 off, which would offset the $99 tech fee...if you get hit by it.

(edited)

Community Support

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229.6K Messages

5 months ago

Hi @Stonecol, thank you for the information. We’d be glad to assist.

Due to the nature of your concern, in order to help you with the technician visit. Let's meet in a Direct message to get started. Please Look out for a chat notification next to the bell icon in the upper right corner of the page.

JasmineS, AT&T Community Forum Specialist.

New Member

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13 Messages

5 months ago

I see a lot of posts about video glitches and freezes regarding Uverse.  It happens to me occasionally also. My uneducated guess is that it has to do with the fact the Uverse operational software/firmware is obsolete and unsupported. Changing equipment around, etc., won't stop the glitches and freezes.  Only a software upgrade by Uverse will solve the problem.

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