Picture Freezing

Picture Freezing

I have only had uverse for about a month and the picture has been freezing intermittently ever since I got it.  When the picture freezes it happens on all three STB's.  I have had a technician come out and he could not find any problems.  The technician did change the time zone setting on the RG.  He said he has seen the default setting cause problems before, but I am still getting the freezing.  He also said my signal levels were good.  The freezing can happen anywhere from 1 to 8 times a day.  Does anyone else have this problem?  Does anyone have any suggestions.  I can't take off work to have a technician tell me nothing is wrong.  As much as I hate Time Warner it looks like I will have to go back.  I never really had any problems with the service just their price and customer service.
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Message 1 of 222
Scholar

Re: Picture Freezing

First:  how do I cut and paste so that I don't get invalid HTML found???

 

My noise margin is 12.0 dB:  Uncorrectable blocks are 87 in last 24hrs and there are 69 cumulative secs with errors:  are these numbers bad?  If so, who should I call about my service and what do I say so they understand?  Thanks.

 

Message 211 of 222
Scholar

Re: Picture Freezing

The tv in my living room kept freezing-up.  I rebooted the rg and unplugged the stb and it would work again then freeze, but the kitchen tv was working ok.  Then, I switched out the stb with the stb in the bedroom, now all three are working, but it seems that the living room tv is freezing again - not sure about the others, have to check.  This is extremely frustrating!!  The diagostics is not showing any errors, just a lot of corrected blocks.
Message 212 of 222
Master

Re: Picture Freezing

coax install ?

 

http://gateway.2wire.net/xslt?PAGE=J70&THISPAGE=A02_POST&NEXTPAGE=J70

 

down near bottom ..  are all listed at 112

 

 

 

 

 

randy

Message 213 of 222
Scholar

Re: Picture Freezing

Yes, I have a coax install.  All are listed at 112.  I now have over 1,000 uncorrectable blocks and 4 severe errors.  What do you advise I do? Thanks.

 

 

Message Edited by DrewF on 01-28-2010 02:20 PM
Message Edited by DrewF on 01-28-2010 02:21 PM
Message 214 of 222
Master

Re: Picture Freezing


DrewF wrote:

Yes, I have a coax install.  All are listed at 112.  I now have over 1,000 uncorrectable blocks and 4 severe errors.  What do you advise I do? Thanks.

 

 

Message Edited by DrewF on 01-28-2010 02:20 PM
 call  800-983-2811     

 

Message 215 of 222
Scholar

Re: Picture Freezing

 


RandyL wrote:

 

 

call 800-983-2811

 


I got thru to tier 2 Support today.  A tech will be out Monday.  Now, what do I want him to do:

 

 

1)  Should I have the coax replaced with Cat5?

2)  New DVR (mine is 2yrs old)?

3)  New STBs?

4)  Check the line?

5)  Check VRAD?

 

Another question:  is Current Noise Margin of 12.5 dB and that fact that I'm all 112s on the HomePna page bad???

 

Note:  tier2 noted that I am 2,200ft from VRAD.  Also, I ran SomeJoe7777 stats and it found this: High probablility of noisy or unstable VDSL line.

 

Thank you for your help!!

 

Message 216 of 222
Expert

Re: Picture Freezing

Have him check and make sure all of your cables are good.  Check the splitter and if you have the orange/red one have it replaced with the blue one.  If you have coax running from the NID to your rg have him/her replace it with Cat5.
Message 217 of 222
Scholar

Re: Picture Freezing

RCSMG:

 

All the connectors have been replaced twice, and splitters have been switched out (this month).  Is there a way he can tell if cables are good or bad?  Also, the old phone line running from the NID is being used: it comes into the house into the wall plate and a green cable runs from there into the "phone in" on the RG, then it goes out thru the coax to the DVR and STBs - is that right or no?

Message 218 of 222
Expert

Re: Picture Freezing


DrewF wrote:

RCSMG:

 

All the connectors have been replaced twice, and splitters have been switched out (this month).  Is there a way he can tell if cables are good or bad?  Also, the old phone line running from the NID is being used: it comes into the house into the wall plate and a green cable runs from there into the "phone in" on the RG, then it goes out thru the coax to the DVR and STBs - is that right or no?


I had coax running from my NID to the rg but it has been replaced with Ca5.  And my picture quality improved after the last tech replaced the coax.  The tech could check your connection at the VRAD also.  The problem could be there.

Message 219 of 222
Scholar

Re: Picture Freezing

Home run was replaced.  It was a cat 3 cable.  Appears to have resolved issues with retrains, loss of signals and pic freezing.
Message 220 of 222
Contributor

Re: Picture Freezing

Broadband Link – Detailed DSL Statistics

Collected for 1 day 5:03:44

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since
Last Event Link Retrains:   1   0   0   1 day 4:58:14 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:   4   0   0   1 day 4:58:14 Loss of Margin Failures:   0   0   0   0:00:00 Cumulative Seconds w/Errors:   48   2   0   4:41:42 Cumulative Sec. w/Severe Errors:   4   0   0   1 day 4:58:14 Corrected Blocks:   1673893   29450   18   0:06:18 Uncorrectable Blocks:   979   5   0   4:41:42 DSL Unavailable Seconds:   97   0   0   1 day 4:57:28
Message 221 of 222
Highlighted
Contributor

Re: Picture Freezing

you can call the tech that done your install and tell him you need the iso bar surge protestor and that will stop it... good luck

 

cj

Message 222 of 222
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