martindr25's profile

6 Messages

Sunday, September 17th, 2023 7:29 PM

U-Verse picture freezing

My U-Verse began freezing up on all channels 4 days ago.  Waited a day or so and then rebooted everything, router, boxes, etc.  Did not solve the problem.  Called AT&T and of course had to go through all the scripts several times.  They finally determined there was congestion at my router.  They would need to send someone out and I had to make an appointment a week later.  Later that afternoon it had dawned on me that when I ran the ATT Speed Test, it showed I was getting over 700 MPs.  When I upgraded my speed in June of this year, 300 was the max I could get because of any older router.  I told them 300 was ok.  This worked (ran speed tests periodically over the months) fine.  So I went with the premise that for some reason my speed was automatically increased from 300 to 1 Gig.  This I assumed was causing the problem.  Called AT&T again and told them it was an issue on their end and escalated it to seveal supervisors.  They tried to tell me it was changed to 1 Gig in June and I corrected him and told him to view the log for that call.  I had tested man times and it was always under 400.  I asked for the next level of supervision and of course they was not available but would called me.  They guaranteed he would call me.  Well no one did.  Later that night I started watching TV again and I noticed it was not freezing anymore.  Went and ran the speed test again and behold it was running in the 300's.  Imagine that.  Also heard others in the area was having the same issue.  ATT for some reason upgraded to a higher speed which older routers do not handle.  ATT never admitted anything and never called me back.  Check your internet speed using AT&T's speed test and see if you are over 500.  There is your problem if you have had your router from AT&T for some time.

Dennis

ACE - Professor

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7.6K Messages

6 months ago

Internet speed shouldn't mean anything for TV picture.

Are you running ethernet from your gateway to your DVR and wired receivers? This fixes a lot of freezing/stuttering issues, as it's a "direct non-stop flight" as opposed to having lots of connectors/splitters.

@skeeterintexas @gr8sho 

Any ideas before ATTHelp sees this?

(edited)

6 Messages

6 months ago

Like I said, had nothing to do with my inside wiring.  It is due to the AT&T router being an older model and cannot handle speeds greater than 500.  AT&T technican could see congestion from the router in my house which was because it could not handle the higher internet speeds AT&T increased me to on their own.  Once they lowered my internet speed to 300 everything is working fine.  I have 5 tv's (only 2 may be in service at a time) no streaming or gaming going on.  Point is the router is too old to handle the higher >500 which AT&T told me when I upgraded in June.  Nothing to do with my inside wiring.  Older router is the problem.

Dennis

ACE - Professor

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7.6K Messages

6 months ago

Have you attempted to ask for a router swap? They'll send one via FedEx or UPS. You then immediately return the old one via FedEx or UPS stores.

6 Messages

6 months ago

Right now I have a technician coming out this Saturday.  I am sure they will be replacing it then.  I figured out what the problem was for them,  nobody on the tech support knew anything and then I had to get mad and told them to switch it back to 300.  Said they couldn't, but it did get changed sometime before bedtime.  Did not want to continue to be without TV for another week.  Too bad nobody at AT&T knows anything and want to charge you for coming out.  They only know what is on their script.  I also filed an Executive Complaint with the FCC, that use to mean something 20 years or so ago.  

Community Support

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229.9K Messages

6 months ago

Hi martindr25,

 

Thanks for reaching out on the AT&T Community Forums! We hear you, let's team up and, change this experience for you with U- verse TV. 

 

We suggest downloading our Smart Home Manager Application. It's free to use, and using our guide you can find how to access your Data Usage. Viewing your Data Usage will let you know what devices are currently taking up so much internet at your home.

 

You may also want to connect your U-verse TV to your Gateway via an Ethernet cable, as that would create a more stable connection during all hours of the day.

 

We recommend that you please go through this article about troubleshoot picture problems on U-verse TV which will give you detailed information on how to fix the picture freezing.

 

We also have a dedicated U-verse Tech Support team where you can contact them via 855-920-0146. They will ask you questions and all you need to do is answer them. Once you answered all their questions they will provide you a solution to fix it.


Let us know if this helps.

 

Happy to Assist!

Jennifer, AT&T Community Forum Specialist.

 

6 Messages

6 months ago

Well typical ATT Response.  Did you not read any of my messages here.  The point again is if a customer has been on U-Verse for some time, they have an older router that does not handle the higher rates.  Has nothing to do with any of the wiring or anything beyond the router.  At&T has even told me when I upgraded speed that my older router would not handle anything higher then 500, so choice 300. AT&T took it upon themselves this week to upgrade my internet speed to 1Gig, causing congestion in my router because it could not handle the speed.  Once they lowered the internet speed back down to 300 last night, have not had any other problems.  Yes I do probably need to get a newer router from AT&T but they should not be automatically be changing speeds.  I have heard other customers in my area was having freezing screens also, probably because their speeds were also automatically upgrade.  I am just trying to alert people what the problem may be if they just starting getting it.  Don't need a sales pitch or other possible reasons that make no sense in this case.

6 Messages

6 months ago

I am also a retired AT&T employee with a background in computers.  Not everybody in AT&T knows everything, but this is my expertise area.

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