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AT&T related help: U-verse TV support

PeavineObserver's profile

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Wednesday, March 8th, 2023 4:42 PM

U-verse signal has been lost. Only on active channel for a few seconds.

Modem: BGW320-505, installed two months ago. Set-top boxes: Cisco ISB7005, connected by ethernet cable. Since our modem was replaced two months ago, our U-verse TV channels freeze every few minutes on both our TV sets. Some Details: After frozen for a minute or so, an error message appears on the screen: “U-verse signal has been lost”. If we wait several minutes, the TV feed resumes. If during a freeze I switch channels, other channels work immediately. If I switch channels and back to the first it is working, even if I switch back within a couple of seconds. The freezing seems more frequent on some channels and times of day. Recently, in the evening, channel 1030 is unwatchable; it freezes for a few seconds several times a minute.

Accepted Solution

Official Solution


Community Support


215.5K Messages

3 months ago

Let's get your U-Verse TV service stable, @PeavineObserver!


For your channels freezing, we always recommend performing a reboot of your gateway first. This will refresh your internet connection and can resolve a host of concerns, such as your channels freezing.


You can reset your gateway with these steps:

  1. Unplug the power cord from the back of your gateway or modem. If you have: 
    • An internal battery backup, remove it
    • DSL, unplug the phone cord from your modem or gateway
  2. Wait 20 seconds.
  3. Put the internal battery back in if you have one. 
  4. Plug the power cord back in. If you have DSL service, reconnect the phone cord.
  5. Wait for the gateway or modem to restart and your Broadband light to turn solid green. This can take up to 10 minutes.

Along with that, we have a very helpful troubleshoot and resolve tool online for your U-Verse TV service. Just sign in and you can start troubleshooting your receivers. Lastly, try using a different Ethernjet cable. These cables can become damaged to everyday use so that could possible be the cause.


Let us know how these troubleshooting steps work for you!


CalebP, AT&T Community Specialist 


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