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Rascalking1010's profile

New Member

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5 Messages

Thursday, May 11th, 2023 3:21 AM

U-Verse picture freezing multiple times per hour

We have AT&T Fiber 1Gbps. 3 TVs, 1 with DVR (VIP 2262v2) is the one we watch most often. 1 box is wireless and the other is wired.  There is nothing between besides the patch cables in and out and the Cat5e in the wall.

Uverse picture will freeze for 2-5 seconds then resume.  It happens on all receivers, is random, and will happen multiple times per minute then go 5-10min just fine. It impacts both live TV and DVR.  Our computers and other online services are not affected

We’ve had service for 4 years with no issues.  Our DVR (VIP 2262v1) started showing errors (Red X) and the sent out the replacement v2.   That was about 3 weeks ago and the glitches coincide with when we got the new DVR.  AT&T has replaced the gateway, sent a tech to swap out another VIP 2262, and even redid the fiber connection to the new gateway.

The problem remains and is beyond frustrating as I’ve rebooted the whole house. So many times with no resolution.

Is there anything anyone can think of that I may be overlooking?  We have never considered cutting the TV cord as much as now..

Official Solution

Former Employee

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22.4K Messages

1 year ago

When was the switch to the BGW-320?

About the same time as problem started?

Verification… all 3 units have similar issue, temp 50 ft Ethernet gateway to DVR same issue.
No tvs are using coax connection? 

No receiver is connected to a switch or router, only to the gateway?

You or the tech has checked for foreign voltage at all equipment? A flat screen tv can send 60 to 90 volts down the HDMI cable to the receiver which is then feed to the gateway creating an unstable environment.

If have any receivers not direct connect could be issue. Have seen where single wall jack Ethernet goes to customer equipment (router as example) then to receiver… not good, causes freezing / pixel. 

Otherwise common with all receivers is the gateway to the ONT to the PFP. 
Did tech clean, scope all fiber ends at PFP, terminal, NID, wall plate? 
If have the BGW 320, have GREEN SFP and is seated securely, snapped in?

Bottom line, intermittent IPTV service with no obvious internet issue… loose or dirty connection, flaky equipment, questionable power stability, possible foreign voltage including any tv or the Uverse WAP. 

For FV a TI442C is recommend to ground the foreign voltage to electrical ground. This requires your AC 110 v outlets to be (3) prong instead of (2) with solid grounding to house ground.

https://tiitech.com/product/442c/

(edited)

ACE - Professor

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7.7K Messages

1 year ago

What do you mean by patch cables? The ethernet should be directly connected with one end in the gateway and the other in the DVR.

New Member

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5 Messages

1 year ago

The router is in a structure wire cabinet in a closet.  The DVR is in the family room.  The patch cables connect to the Cat5e in the wall.  This has been flawless for 4 years until a few weeks ago.  During the troubleshooting I did connect a 50’ Ethernet cable directly from the gateway to the DVR with no improvement.  

Former Employee

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22.4K Messages

1 year ago

Has the ONT been replaced?

if have had fiber for (4) years suspect have the white ONT 010.

if this was an FTTN installation I would recommend a port swap at the VRAD but as this is FTTP I would consider swapping the ONT.

New Member

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5 Messages

1 year ago

Thank you.  For the past 4 yrs, we had fiber to the ONT but when they switched us to the bgw-320, the tech ended up running the fiber all the way into the house to the new bgw-320.  

New Member

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5 Messages

1 year ago

Thanks for your help so far. I’ll try clarifying.

Yes, all 3 units have the same issue and there are no coax connections. There was no change when I swapped over to the 50ft test cable.  

I did have one TV connected through a switch and, from your suggestion, I tried disconnecting all TVs except the DVR hardwired directly to the new gateway for the past couple of days and the problem still remains.

The original installation had fiber to the ONT in the garage with, what the tech said was a “questionable” installation since the original tech had no exterior termination box. It just passed through a hole into the garage ONT with ethernet going to the structure closet with the gateway. This time, the technician put a termination box and ran fiber all the way to the structure closet with GREEN SFP securely snapped into the new BGW 320. I can’t confirm whether he cleaned or scoped the ends at the PFP all the connections into the house were redone when he ran the fiber into the closet.  

I’ll see if I can get a foreign voltage detector soon and check for that.  

Again, I appreciate the help and suggestions. 

New Member

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1 Message

1 year ago

We have been having the same problem for weeks.  All equipment has been replaced. Tech came out 2x and checked all connections including into house and even checked out the nearby “hub” a few blocks away.  Tech found nothing wrong all the way from hub into house. After numerous conversations with tech support and a couple of conversations with supervisors we have been told there is a problem in St Louis main server center that ATT is supposedly trying to fix.  

Community Support

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232.2K Messages

1 year ago

Hello rstx112 . We understand your frustration, and we will be happy to assist you. 

 

In order to further help with your Uverse account, we'll need to meet in a Direct Message. We'll need to gather some further information from you, so we're able to take a closer look into why this is happening. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

 

 

 

LaPorshia AT&T Community Specialist

New Member

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5 Messages

1 year ago

Hi Laporshia, what about me???

I started this thread a week ago and you’re DMing someone else instead?

More thab frustrating..

New Member

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2 Messages

1 month ago

I just started this problem a couple weeks ago. Live tv stops every few minutes on all( connected & WiFi) TVs .  Sometimes it will run well for hours.  When it starts freezing it does every few minutes for a long time. Have had Uverse about 14 yrs.  Not many problems until about a year ago.  This problem has just been a few weeks.

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