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Posted Sep 13, 2011
7:26:00 PM
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DVR stuttering nightmare
I'm extremely frustrated with my U-Verse service and desperately need to vent.

For the past months, I've been having severe stuttering/freezing while playing back recorded programs. This occurs on all TVs in my house. Live TV, On Demand, Internet and Voice all work fine. However, this totally ruins my TV experience because I only watch recorded shows, never Live TV and rarely On Demand.

Last week after I finally decided it couldn't possibly be a temporary issue, I called support. I got the automated voice saying how busy they were which walked me through restarting the system. This did not fix my problem. Not wanting to waste more time with an automated voice support system, I tried chat support.

The chat support rep was quite helpful although extremely slow, and over the course of an hour he had me do a factory reset of my DVR box and when that didn't fix the issue, ordered me a replacement. The replacement arrived a couple of days ago (the setup of which was NOT plug and play, I might add) and several resets later now that it's actually able to record, I'm once again having stuttering and freezing.

I'm beyond ticked off right now, and if I didn't hate Comcast even worse and had another option, I'd drop AT&T immediately. The truth is, though, until this stuttering started I loved U-Verse aside from the button lag.

Any suggestions from techs or someone who has been through this? Is there a direct phone number to speak with a human being? Can a local AT&T store set up a tech home visit for me? I want this fixed yesterday, and the last thing I want to do after a long day at work is spend hours on the phone doing the same idiotic troubleshooting algorithm for the third time.

I'm extremely frustrated with my U-Verse service and desperately need to vent.

For the past months, I've been having severe stuttering/freezing while playing back recorded programs. This occurs on all TVs in my house. Live TV, On Demand, Internet and Voice all work fine. However, this totally ruins my TV experience because I only watch recorded shows, never Live TV and rarely On Demand.

Last week after I finally decided it couldn't possibly be a temporary issue, I called support. I got the automated voice saying how busy they were which walked me through restarting the system. This did not fix my problem. Not wanting to waste more time with an automated voice support system, I tried chat support.

The chat support rep was quite helpful although extremely slow, and over the course of an hour he had me do a factory reset of my DVR box and when that didn't fix the issue, ordered me a replacement. The replacement arrived a couple of days ago (the setup of which was NOT plug and play, I might add) and several resets later now that it's actually able to record, I'm once again having stuttering and freezing.

I'm beyond ticked off right now, and if I didn't hate Comcast even worse and had another option, I'd drop AT&T immediately. The truth is, though, until this stuttering started I loved U-Verse aside from the button lag.

Any suggestions from techs or someone who has been through this? Is there a direct phone number to speak with a human being? Can a local AT&T store set up a tech home visit for me? I want this fixed yesterday, and the last thing I want to do after a long day at work is spend hours on the phone doing the same idiotic troubleshooting algorithm for the third time.

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Oct 3, 2011 2:42:32 PM
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GREAT news! Someone from T2 Support came out today and as far as I can tell, the problem is fixed. For anyone experiencing these problems, here is all he did:

 

1) Replaced the router with a new, black, 2Wire 3801HGV RG

2) Replaced our DVR box with a new, black one (looks about the same) with a 500GB HDD

 

He said the new router is much better... Apparently our line was running at 80% capacity even when we weren't doing anything. Now it runs at 50% baseline, just by changing the router. /shrug

 

Also, he said the new DVR has a "buffer" of sorts when recording, which eliminates a lot of recording errors.

 

Again, all he really did was to swap out 2 pieces of "functional" hardware with updated versions!! Keep this in mind if you have similar problems!!!

 

Just FYI, here are the new and improved screenshots from UV Realtime post-appointment:

 

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DVR stuttering nightmare

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(3) Me too
(3) Me too
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Sep 13, 2011 7:35:17 PM
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Just to describe the stuttering further, it sporadically occurs when playing a recorded show. When I rewind, the stuttering sometimes reoccurs at the same place, but sometimes it makes it through okay. I can't pin down what makes it better/worse or where the issue is. I was convinced I had a failing hard drive but obviously that wasn't the issue.

Incidentally, this all cropped up right after some major thunderstorms with severe winds went through my area. I wish I could talk to someone who could just send a tech to check the lines leading to my unit. Now my suspicion is that the signal to my house is wacky.
Just to describe the stuttering further, it sporadically occurs when playing a recorded show. When I rewind, the stuttering sometimes reoccurs at the same place, but sometimes it makes it through okay. I can't pin down what makes it better/worse or where the issue is. I was convinced I had a failing hard drive but obviously that wasn't the issue.

Incidentally, this all cropped up right after some major thunderstorms with severe winds went through my area. I wish I could talk to someone who could just send a tech to check the lines leading to my unit. Now my suspicion is that the signal to my house is wacky.

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Sep 13, 2011 8:09:05 PM
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Make sure that all of your connections are tight at the wall, on the TV's and on the U-verse boxes.

 

Also, can you download and install SomeJoe's tool at the link below?

 

http://www.uverserealtime.com/

 

Once you install the tool, please post screenshots of the following tabs: IP/ProfileError Table, Bitloading, & Coax/HPNA.

 

We can take a look at the screenshots to see if there appears to be any issues with your system.

Make sure that all of your connections are tight at the wall, on the TV's and on the U-verse boxes.

 

Also, can you download and install SomeJoe's tool at the link below?

 

http://www.uverserealtime.com/

 

Once you install the tool, please post screenshots of the following tabs: IP/ProfileError Table, Bitloading, & Coax/HPNA.

 

We can take a look at the screenshots to see if there appears to be any issues with your system.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: DVR stuttering nightmare

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Sep 14, 2011 1:11:25 PM
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I've had the same problem with the picture freezing and/or pixilating.   They eventually had to come out and replace the modem even though I hadn't had my service that long.

I've had the same problem with the picture freezing and/or pixilating.   They eventually had to come out and replace the modem even though I hadn't had my service that long.

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Sep 14, 2011 2:31:20 PM
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Thanks very much for the replies. Here are the screenshots you requested.... I'm guessing the results are bad, but could someone please explain what they mean? Smiley Happy

 

Thanks very much for the replies. Here are the screenshots you requested.... I'm guessing the results are bad, but could someone please explain what they mean? Smiley Happy

 

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Sep 14, 2011 6:21:46 PM
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It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

It looks like there may be a bridge tap on your line. A bridge tap is an extra length of wire attached to your pair that doesn't terminate anywhere. It is usually left over from a previous customer that used your pair. Bridge taps cause problems with xDSL services.

You should call technical support, have them send a premises tech to your house to check the line. He should open a helper ticket with the Installation and Maintenance group (I&M), which are the linesmen, to come find and remove the bridge tap.

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Sep 14, 2011 6:41:14 PM
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Thanks very much for the reply. What is the best number to call to get that accomplished?
Thanks very much for the reply. What is the best number to call to get that accomplished?

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Sep 14, 2011 7:53:01 PM
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My concern is that I'm going to call the standard 800 number and:

1) The automated system will make me reset my system and tell me to call back in 12 minutes.

2) I'll call back and some low-level nobody will follow some troubleshooting manual to try and help me.

3) I'll tell them what was posted here and they won't have a clue what I'm talking about.

4) Maybe 2-3 transfers later I'll get to talk to someone who understands the above solution.

So I'm just curious if there's a phone number or magic phrase that can allow me to skip to #4. Smiley Wink

Sorry if this seems whiney - I've just wasted too many hours of my life doing #1-#3 above with various company's phone support systems.
My concern is that I'm going to call the standard 800 number and:

1) The automated system will make me reset my system and tell me to call back in 12 minutes.

2) I'll call back and some low-level nobody will follow some troubleshooting manual to try and help me.

3) I'll tell them what was posted here and they won't have a clue what I'm talking about.

4) Maybe 2-3 transfers later I'll get to talk to someone who understands the above solution.

So I'm just curious if there's a phone number or magic phrase that can allow me to skip to #4. Smiley Wink

Sorry if this seems whiney - I've just wasted too many hours of my life doing #1-#3 above with various company's phone support systems.

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Sep 14, 2011 7:55:27 PM
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P.S. How come in that scanning software no Coax/HPNA devices were found?
P.S. How come in that scanning software no Coax/HPNA devices were found?

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Sep 14, 2011 8:34:39 PM
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domino82 wrote:
P.S. How come in that scanning software no Coax/HPNA devices were found?

 

That is a known bug in the 2Wire 3800HGV-B router.  Hopefully a new upcoming firmware release for that router will fix that.

 


domino82 wrote:
P.S. How come in that scanning software no Coax/HPNA devices were found?

 

That is a known bug in the 2Wire 3800HGV-B router.  Hopefully a new upcoming firmware release for that router will fix that.

 

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Oct 2, 2011 1:11:52 PM
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Edited by domino82 on Oct 2, 2011 at 1:13:48 PM

Okay, I'm at my wit's end. I have set up an appointment for Comcast installation this Friday. Here's a little update since my last post:

 

1) They replaced the DVR. (problem persisted)

2) An in-home tech came out, confirmed errors on the line and said there was too much noise, but thought it was outside our unit, so rescheduled for line maintenance.

3) Line maintenance came out, said there was nothing wrong, and left. (problem persisted)

4) Line maintenance came out again, tinkered with something, said it should be okay now. (problem persisted)

5) I talk to Tier 2 support, they make me reboot the stupid box and do disaster recovery AGAIN (as if that's magically going to fix the problem at this point).

6) Another in-house tech is scheduled to come out tomorrow.

 

If AT&T can fix this before Friday, I will cancel the Comcast installation, otherwise, as much as I hate Comcast, I'm switching back. We can't watch a show without skipping every 15-30 seconds.

 

By the way, the in-home tech who came said there are no "bridge taps" on the line as someone suggested here (according to his little diagnostic website on his iPad).

 

Here are updated screenshots from UV Realtime. Please, what should I tell the tech support person to get this fixed?? I hate Comcast and really don't want to switch...

 

Okay, I'm at my wit's end. I have set up an appointment for Comcast installation this Friday. Here's a little update since my last post:

 

1) They replaced the DVR. (problem persisted)

2) An in-home tech came out, confirmed errors on the line and said there was too much noise, but thought it was outside our unit, so rescheduled for line maintenance.

3) Line maintenance came out, said there was nothing wrong, and left. (problem persisted)

4) Line maintenance came out again, tinkered with something, said it should be okay now. (problem persisted)

5) I talk to Tier 2 support, they make me reboot the stupid box and do disaster recovery AGAIN (as if that's magically going to fix the problem at this point).

6) Another in-house tech is scheduled to come out tomorrow.

 

If AT&T can fix this before Friday, I will cancel the Comcast installation, otherwise, as much as I hate Comcast, I'm switching back. We can't watch a show without skipping every 15-30 seconds.

 

By the way, the in-home tech who came said there are no "bridge taps" on the line as someone suggested here (according to his little diagnostic website on his iPad).

 

Here are updated screenshots from UV Realtime. Please, what should I tell the tech support person to get this fixed?? I hate Comcast and really don't want to switch...

 

Re: DVR stuttering nightmare HELP!!

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Oct 2, 2011 1:21:46 PM
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Contact David who is an AT&T employee in Tier 2 Technical Support.  He and his team have been successful with resolving customer issues that remain unresolved after contacting Technical Support.

Contact David who is an AT&T employee in Tier 2 Technical Support.  He and his team have been successful with resolving customer issues that remain unresolved after contacting Technical Support.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Re: DVR stuttering nightmare HELP!!

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Oct 2, 2011 4:02:32 PM
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I followed the instructions in his profile and sent an e-mail.

It sure would be nice to interact with a tech support rep who can do more than quote procedure from manual!
I followed the instructions in his profile and sent an e-mail.

It sure would be nice to interact with a tech support rep who can do more than quote procedure from manual!

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Oct 2, 2011 4:06:18 PM
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Good luck!  Let us know how things turn out.

Good luck!  Let us know how things turn out.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 3, 2011 2:42:32 PM
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GREAT news! Someone from T2 Support came out today and as far as I can tell, the problem is fixed. For anyone experiencing these problems, here is all he did:

 

1) Replaced the router with a new, black, 2Wire 3801HGV RG

2) Replaced our DVR box with a new, black one (looks about the same) with a 500GB HDD

 

He said the new router is much better... Apparently our line was running at 80% capacity even when we weren't doing anything. Now it runs at 50% baseline, just by changing the router. /shrug

 

Also, he said the new DVR has a "buffer" of sorts when recording, which eliminates a lot of recording errors.

 

Again, all he really did was to swap out 2 pieces of "functional" hardware with updated versions!! Keep this in mind if you have similar problems!!!

 

Just FYI, here are the new and improved screenshots from UV Realtime post-appointment:

 

GREAT news! Someone from T2 Support came out today and as far as I can tell, the problem is fixed. For anyone experiencing these problems, here is all he did:

 

1) Replaced the router with a new, black, 2Wire 3801HGV RG

2) Replaced our DVR box with a new, black one (looks about the same) with a 500GB HDD

 

He said the new router is much better... Apparently our line was running at 80% capacity even when we weren't doing anything. Now it runs at 50% baseline, just by changing the router. /shrug

 

Also, he said the new DVR has a "buffer" of sorts when recording, which eliminates a lot of recording errors.

 

Again, all he really did was to swap out 2 pieces of "functional" hardware with updated versions!! Keep this in mind if you have similar problems!!!

 

Just FYI, here are the new and improved screenshots from UV Realtime post-appointment:

 

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Oct 3, 2011 2:47:48 PM
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Good deal!  

 

So you have the new DVR with the 500 GB hard drive!  Where are you located?

Good deal!  

 

So you have the new DVR with the 500 GB hard drive!  Where are you located?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 3, 2011 2:51:24 PM
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Yes I do!! Smiley Happy

 

And I'm located in Knoxville, TN... The support guy said he just got a bunch of them in today. 

 

He said he thought that most likely, replacing just the router with the new one would've alleviated the problem, but I'm not going to turn down a larger HDD. Smiley Very Happy

Yes I do!! Smiley Happy

 

And I'm located in Knoxville, TN... The support guy said he just got a bunch of them in today. 

 

He said he thought that most likely, replacing just the router with the new one would've alleviated the problem, but I'm not going to turn down a larger HDD. Smiley Very Happy

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Oct 3, 2011 2:59:31 PM
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Good deal. Thanks for the info.

Good deal. Thanks for the info.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 3, 2011 7:24:36 PM
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Notice that the new DVR does HPNA 3.1 when connected to the 3801. (224 Mbps / 256 Mbps connection).
Notice that the new DVR does HPNA 3.1 when connected to the 3801. (224 Mbps / 256 Mbps connection).

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Oct 3, 2011 8:07:47 PM
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SomeJoe7777 wrote:
Notice that the new DVR does HPNA 3.1 when connected to the 3801. (224 Mbps / 256 Mbps connection).

What is the benefit of HPNA 3.1 over what the current DVR's use?


SomeJoe7777 wrote:
Notice that the new DVR does HPNA 3.1 when connected to the 3801. (224 Mbps / 256 Mbps connection).

What is the benefit of HPNA 3.1 over what the current DVR's use?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 3, 2011 8:28:30 PM
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3.1 supports faster data transfer rates over coax and can supposedly work with less stringent installation standards (i.e. not as temperamental with connectors, wall plates, etc.).
3.1 supports faster data transfer rates over coax and can supposedly work with less stringent installation standards (i.e. not as temperamental with connectors, wall plates, etc.).

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Oct 3, 2011 10:58:37 PM
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Thanks for the info!

Thanks for the info!

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 9, 2011 5:25:53 PM
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I'll gladly take one after I have watched all of the recordings on my dvr.Smiley Wink

I'll gladly take one after I have watched all of the recordings on my dvr.Smiley Wink

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 9, 2011 6:32:34 PM
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I have the same problem.  I too only watch recorded programs.  Threre have been times when this is going on, the recording is going on in almost real time, so I switch over to live tv and there is no freezing.  This certainly does ruin my  viewing pleasure.  I have yet to call tech help as the other times they are useless and all the ever want to do is restart.

I have the same problem.  I too only watch recorded programs.  Threre have been times when this is going on, the recording is going on in almost real time, so I switch over to live tv and there is no freezing.  This certainly does ruin my  viewing pleasure.  I have yet to call tech help as the other times they are useless and all the ever want to do is restart.

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Oct 9, 2011 6:48:05 PM
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If your install is coaxial, check and make sure all of your connections are tight.  Also do hard boots of your RG and afterwards your stbs.

If your install is coaxial, check and make sure all of your connections are tight.  Also do hard boots of your RG and afterwards your stbs.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 12, 2011 8:56:32 PM
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Edited by JacenSolo2001 on Oct 12, 2011 at 8:57:29 PM

We've been dealing with shows stuttering and freezing so bad that I have to find the show online and download it to watch. I did the screenshots, maybe someone can make heads or tails of it for me. Thanks in advance!

We've been dealing with shows stuttering and freezing so bad that I have to find the show online and download it to watch. I did the screenshots, maybe someone can make heads or tails of it for me. Thanks in advance!

Re: DVR stuttering nightmare

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Oct 12, 2011 9:57:16 PM
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Don't really see anything wrong looking at the screenshoots, but it shows less thank 4 hours of activity since the RG was last rebooted.  I would recommend that you call Technical Support and have them run some tests on your system.

Don't really see anything wrong looking at the screenshoots, but it shows less thank 4 hours of activity since the RG was last rebooted.  I would recommend that you call Technical Support and have them run some tests on your system.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Oct 13, 2011 2:25:54 PM
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Your bitloading stats don't look good to me.  It looks like there is a bridge tap somewhere in the lines between your home and the VRAD.  I suggest calling ts and request a tech be sent out to check your service. 

Your bitloading stats don't look good to me.  It looks like there is a bridge tap somewhere in the lines between your home and the VRAD.  I suggest calling ts and request a tech be sent out to check your service. 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Sep 11, 2013 9:08:31 AM
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I am having the same "stuttering" on the playback from my DVR.  It only happens with the non-DVR receiver.  I have never had problems watching the same shows (or any recorded shows) on the DVR receiver.  The freezes last up to 5 seconds each and are not always in the same place in the show.  I can usually rewind a little and see what I missed, but of course who wants to do that throughout the whole show?  Rebooting did not help.  Unplugging/replugging the router didn't help.  I haven't tried replacing the DVR or router yet, but reading a lot of the other posts on this topic leads me to believe it wouldn't help unless I can get the brand new all-black ones mentioned by domino82.  I can't download the uvrealtime app because it tells me it is not supported by my version of windows (Win8 64bit.)  I haven't jumped through as many hoops as the other posters on here, but I've done my fair share.  Is there any hope for me?  A Dish salesman knocked on my door yesterday, and I turned him away.  Don't make me regret that decision Smiley LOL

I am having the same "stuttering" on the playback from my DVR.  It only happens with the non-DVR receiver.  I have never had problems watching the same shows (or any recorded shows) on the DVR receiver.  The freezes last up to 5 seconds each and are not always in the same place in the show.  I can usually rewind a little and see what I missed, but of course who wants to do that throughout the whole show?  Rebooting did not help.  Unplugging/replugging the router didn't help.  I haven't tried replacing the DVR or router yet, but reading a lot of the other posts on this topic leads me to believe it wouldn't help unless I can get the brand new all-black ones mentioned by domino82.  I can't download the uvrealtime app because it tells me it is not supported by my version of windows (Win8 64bit.)  I haven't jumped through as many hoops as the other posters on here, but I've done my fair share.  Is there any hope for me?  A Dish salesman knocked on my door yesterday, and I turned him away.  Don't make me regret that decision Smiley LOL

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Sep 11, 2013 9:36:51 AM
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Live show ok both dvr and non dvr receivers?
If recording with no issue, plays back on dvr no issues then remaining items are cabling, set top box, RG.
How are you connected, Ethernet cables to dvr and receiver, coax, or mix?
1) if both on ethernet, possible cabling (loose connection in jack or plug, stapled wire expect issue to show live tv)
...possible flaky port on RG, try changing port locations, possible flaky receiver if more than one receiver swap locations issue follow STB or says at location.
2) if both coax possible HPNA issue, cable, ends, wall plates, splitter, RG try factory reset using button above power supply plug.
3) check software versions of dvr, stb...possible dvr received update stb has not, do factory reset of stb to load new software.
Factory reset for boxes...depress power, ok, down arrow 10~15 seconds, release power continue to hold ok, down till front panel lights flash three times..releae buttons...single gear two gears, will auto reboot come bak in 15 minutes see if can record, pause playback...NOTE on DVR this will reformat HD loss all recordings.
Live show ok both dvr and non dvr receivers?
If recording with no issue, plays back on dvr no issues then remaining items are cabling, set top box, RG.
How are you connected, Ethernet cables to dvr and receiver, coax, or mix?
1) if both on ethernet, possible cabling (loose connection in jack or plug, stapled wire expect issue to show live tv)
...possible flaky port on RG, try changing port locations, possible flaky receiver if more than one receiver swap locations issue follow STB or says at location.
2) if both coax possible HPNA issue, cable, ends, wall plates, splitter, RG try factory reset using button above power supply plug.
3) check software versions of dvr, stb...possible dvr received update stb has not, do factory reset of stb to load new software.
Factory reset for boxes...depress power, ok, down arrow 10~15 seconds, release power continue to hold ok, down till front panel lights flash three times..releae buttons...single gear two gears, will auto reboot come bak in 15 minutes see if can record, pause playback...NOTE on DVR this will reformat HD loss all recordings.
*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

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