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Bellespop's profile
Bellespop
#1 Star!
Helpful 1
The 5th element!

Tutor

 • 

10 Messages

Wed, Jul 20, 2016 1:52 PM

TV PIXELATION since bandwidth upgrade

Looking for any assistance here with my Uverse tv service.  July 6 weeks we upgraded our bandwidth from the 18Mb tier to the 45Mb level.  Since the upgrade we have had the following issues. When we record a single program and try and watch another channel the tv signal the picutre and audio pixelate and become unwatchable.  As soon as we stop the recording the pixelation clears up and everything works fine.  As part of the bandwidth increase we have a new gateway and now because of the pixelation issue we had a new box sent.  The new box was installed on Jul 13 and once AT&T updated the software and reset the gateway everything worked fine until July 19.  Last night the problem started again.  We have reset the receiver as well as gateway and are still having the issue.  As long as we only record one thing and watch said program it's fine.  The internet has had zero issues since the upgrade only the tv signal.  We had no issues like this before the bandwidth upgrade and are quickly losing faith in AT&T.   

 

Anyone else have an issue similar to this?

JefferMC

ACE - Expert

 • 

24.6K Messages

5 y ago

Likely your line is struggling to handle the increased requirements of the 55 mbps profile necessary to carry 45 Mbps HSI.

 

Visit your gateway's configuration pages (http://192.168.1.254/ ), click on the broadband tab and look for the table of stats that contains stuff like Sync Rates, Attenuation, SNR, and error counts.  Make a screenshot (avoid your IP addresses, or mask them out) and post it as a reply to this thread.

robUV

Employee

 • 

46 Messages

5 y ago

I came here to say just what @JefferMC stated above. The only difference would be whether you are on FTTP (Fiber) or FTTN-BP(Copper).

 

The way I would go about troubleshooting would be the myATT app. You can run it on a smartphone or at ufix.att.com. It will run tests on your circuit while connected to your RG via wired or wifi and following through the steps, if nothing helps the issue, you can schedule a tech dispatch at that point. The process itself takes about 5-10 (mostly waiting for boxes to reboot). 

 

I would definitely take this route as it could be a few different things causing the issue. As stated above, when we increase bandwidth and you are not on Fiber, the profile has to increase. With that, there is a relative capacity of each line based on several different factors from your SAI to the side of your house. If the capacity is too high, we need to come fix that issue.

 

Troublshooting with the myATT app will run tests that look for errors on your physical line as well as test your CPE (modem, STBs, etc.). If you figure out a solution before a tech has to come out, we would love to hear the feedback on it!

Bellespop

Tutor

 • 

10 Messages

5 y ago

So pending the outcome do you know what the available options for resolution would be?

 

Bellespop

Tutor

 • 

10 Messages

5 y ago

Forgot to say thanks to both of you for the quick reply. I'll jump more in depth with your suggestions when I get home this evening and report back the results.

 

 

Contributor

 • 

1 Message

5 y ago

We have been having difficulties with streamlining movies from Amazon. " insufficient Bandwidth" over and over. AT&T ran a test and claims no problem on their end. Amazon says it is a problem on AT&T end.... our problems started about Tha same time as yours did ! We have not made any changes with our system. This just started happening out of the blue. Any suggestions?
JefferMC

ACE - Expert

 • 

24.6K Messages

5 y ago

@Bellespop, several resolutions are possible, but most involve action by AT&T, including:

1) Dropping you back to a 32 Mbps profile (actually this is a last resort action)

2) If you were put on a 55 Mbps single-line profile, moving you to a bonded-pair profile

3) Moving you to a new port/card in the VRAD

4) Fixing line issues with your line

5) Changing out your Gateway with one more suitable to your line requirements

 

@Cls11563, Bellespop issues likely have nothing to do with yours.  I've had issues with Amazon video when other video providers/apps worked well.  The Amazon clients seem to keep tiny buffers and don't react well to wireless issues (repeated on multiple hardware platforms).  Are you using the Gateway's Wi-Fi?  What client device are you running the Amazon Video client on?  Do you have other streaming clients to test in comparison?

 

Bellespop

Tutor

 • 

10 Messages

5 y ago

@JeffMC Here are the results of the Broadband tab with IP addresing removed. 

 

DSL Details

Modem Type Built in modem - ADSL/VDSL

DSL Line (Wire Pair) : Line 1

Type

Down

Up

User Rate

26960 kbs

3072 kbs

Max User Rate

53203 kbs

3072 kbs

Noise Margin

19.9 dB

0.0 dB

Attenuation

17.3 dB

0.0 dB

Output Power

14.2 dBm

-7.6 dBm

Protocol

G.993.2_8d

 

Channel

Interleaved

 

DSLAM Vendor Information

Country {65461} Vendor {CXSY} Specific {852 }

Rate Cap

52875 kbs

 

Attenuation @ 300kHz

8.9 dB

 

Required Impulse Noise Protection

0

 

VCXO Frequency Offset

-26.4 ppm

Ok

Excessive Impulse Noise

0

Ok

 

DSL Line (Wire Pair) : Line 2

Type

Down

Up

User Rate

28478 kbs

2957 kbs

Max User Rate

58696 kbs

2957 kbs

Noise Margin

22.0 dB

0.0 dB

Attenuation

16.3 dB

0.0 dB

Output Power

14.2 dBm

-9.4 dBm

Protocol

G.993.2_8d

 

Channel

Interleaved

 

DSLAM Vendor Information

Country {65461} Vendor {CXSY} Specific {852 }

Rate Cap

58696 kbs

 

Attenuation @ 300kHz

7.6 dB

 

Required Impulse Noise Protection

0

 

VCXO Frequency Offset

-29.9 ppm

Ok

Excessive Impulse Noise

0

Ok

 

DSL Aggregated Information

Type

Down

Up

User Rate

55438 kbs

6029 kbs

Max User Rate

111899 kbs

6029 kbs

Protocol

G.993.2_8d

 

DSLAM Vendor Information

Country {65461} Vendor {CXSY} Specific {852 }

Traffic Statistics

IP Traffic

Type

Bytes

Packets

Errors

%

Transmit

2651969

17749

0

0

Receive

308951660

226260

0

0

DSL Link Errors

Collected for 0:08:16

DSL : Physical Line 1

Type

Since

Current

Current

Time Since

Period

Reset

24-hr int.

15-min int.

Last Event

Link Retrains

0

0

0

0:00:00

DSL Training Errors

0

0

0

0:00:00

Training Timeouts

0

0

0

0:00:00

Loss of Framing Failures

0

0

0

0:00:00

Loss of Signal Failures

0

0

0

0:00:00

Loss of Power Failures

0

0

0

0:00:00

Loss of Margin Failures

0

0

0

0:00:00

Cu.m. Seconds w/Errors

0

0

0

0:00:00

Cu.m. Sec. w/Severe Errors

0

0

0

0:00:00

Corrected Blocks

0

0

0

0:00:00

Uncorrectable Blocks

0

0

0

0:00:00

DSL Unavailable Seconds

50

50

50

0:07:26

 

DSL : Physical Line 2

Type

Since

Current

Current

Time Since

Period

Reset

24-hr int.

15-min int.

Last Event

Link Retrains

0

0

0

0:00:00

DSL Training Errors

0

0

0

0:00:00

Training Timeouts

0

0

0

0:00:00

Loss of Framing Failures

0

0

0

0:00:00

Loss of Signal Failures

0

0

0

0:00:00

Loss of Power Failures

0

0

0

0:00:00

Loss of Margin Failures

0

0

0

0:00:00

Cu.m. Seconds w/Errors

0

0

0

0:00:00

Cu.m. Sec. w/Severe Errors

0

0

0

0:00:00

Corrected Blocks

0

0

0

0:00:00

Uncorrectable Blocks

0

0

0

0:00:00

DSL Unavailable Seconds

62

62

62

0:07:14

 

DSL : Aggregated Information

Type

Since

Current

Current

Time Since

Period

Reset

24-hr int.

15-min int.

Last Event

Loss of Framing Failures

0

0

0

0:00:00

Cu.m. Seconds w/Errors

0

0

0

0:00:00

Cu.m. Sec. w/Severe Errors

0

0

0

0:00:00

Corrected Blocks

0

0

0

0:00:00

Uncorrectable Blocks

0

0

0

0:00:00

 

Bellespop

Tutor

 • 

10 Messages

5 y ago

Just an FYI we just had a brand new Cisco gateway put in with the bandwidth upgrade on July 6.  So how do we go about scheduling someone to come out?  Really like to get the service stable and enjoy the service. 

 

Jeff 

Bellespop

Tutor

 • 

10 Messages

5 y ago

Had an outstanding engineer out last week and so far....knock on wood the problem is resolved.  Upon arrival using his monitoring application he noticed dropped packets before even entering the house.  He came in and moved the gateway upstairs so that it has a direct connection to the DVR this way the switch is completely out of the equation.  This way the TV signal doesn't have to compete with internet data transfer through the switch.  He also did the double port swap as part of his fix as well.  Fine tuned a couple of things and so far we are not having issues.  Thanks for the suggestions with this.  to @JefferMC , @robUV You gave me enough info to get a resolution started than literally 8 calls with hours of on phone time to the customer service center 

ever did. 

 

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