09-15-2011 2:36 PM
I was wondering before I have someone come out, if anyone else is having problem with AT&T U-verse. For the past week our TV has sometimes skipped and froze for a while and the internet has been really slow lately. Just an hour ago the box (receiver) just reset it's self and it froze the TV's, and cut off someone on the phone. Should I have someone come out or just wait? Thank you.
09-15-2011 2:41 PM - edited 09-15-2011 2:42 PM
Have you reset the RG?
It might not help but CS is going to ask you to do that if you call in.
09-15-2011 2:48 PM
Try as skeeter suggested first, if you still have issues download and run the Uverse Realtime app here:
http://www.uvrealtime.com/ . Post results for error table, bitload graph, coax / hpna, and IP profile. Someone will be along to check the stats and advise.
09-16-2011 8:59 AM
09-16-2011 12:53 PM
09-16-2011 6:03 PM
The error table indicates you're getting a lot of disconnects, possibly due to interference on the line or a bridge tap.
You should contact tier 2 and have them send a senior tech that can look for and eliminate these sources of interference. Possible sources include:
* Power line interference, such as:
* Fluorescent light ballasts
* High-intensity gas discharge lights like mercury vapor
* Grounding problems, such as improper ground at the NID, the pedestal, etc.
* Electrical system grounding problems, such as improper ground on the RG's outlet, the breaker panel, etc.
* HAM radio broadcasts in the HF band
* AM radio transmissions, such as a nearby radio station
Try to isolate any potential source of these problems and see if you can find one that eliminates the interference.
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.
09-17-2011 1:04 AM - edited 09-17-2011 1:19 AM
What area are you in? I'm in the Los Angeles area and yes, I experience your problems plus picture freezing, audio sounds like reverb, pizelation, slow internet downloads (even @ 18mbps wired connection on Win XP, Vista & Win7 PC's) all of problems are intermittent. Unfortunately, AT&T has tried everything (I presume within the ability of prem techs, lineman, tier 2 and management) to resolve the issues to no avail, we have just learned to live with it since the 2nd installation in Feb this year.
09-17-2011 4:03 AM
I meant pixelation...
To briefly elaborate (keep in mind this is a summary, there is so-o much more to this story);
Issues (all intermittent): slow internet connection (I have 6 well maintained PC's with diff flavors of Windows, all have 10/100 except two have gigbit. Two HD TV's 1 standard SST and 1 w/DVR), slow download and connection speeds, STB fails to respond to remote (both boxes), audio problems, dropout and reverb, video glitches, signal loss up to 10 Secs, blue screen on power up...
What we have tried: Had U-verse from May 6-Dec 24, 2010; TWC Nov 27-Dec 6 to compare services; switched to TWC Dec 23, 2010-Feb 13, 2011; dropped TWC and returned to AT&TFeb 12, 2011. Liked AT&T's programming & pricing so I came back.
Suspecting it was the area manager who cancelled the order, I decided to send a letter to Executive offices in Dallas, 9/8/201. No response from them yet.
09-17-2011 7:01 AM
Thanks for the information. Sadly, it has only been for the last few weeks, and I cannot think of anything that has changed, unless they did something to the lines out at the street where they feed back to our houses.
They did one year disconnect our line when a nieghbor got new service (that was a debacle, they kept sending 'inside techs' saying it was in our house, eventually they sent an 'outside tech' who figured out during our neighbor's install we were disconnected).
Anywho, anyone have the best number possible to call in for help with this?
09-17-2011 1:52 PM
09-17-2011 3:24 PM
09-17-2011 5:46 PM
I've had U-Verse for 5 weeks now and it's been skipping and freezing from day one. I've called support and they have made a half dozen trips here and they still can't fix it. I shouldn't have to pay for a TV I can't watch without it freezing up every few minutes. I was also suppose to get a 300.00 rewards card when I signed up, the rep never put that in even though she said I was getting it. I've now decided to go back to Optimum since I can no longer deal with the incompetence. This is my last week with AT&T u-verse and I can't wait to have my old service back.
09-27-2011 7:20 PM
I am having issues with skipping and freezing as well. I have restarted the RG and all of our receivers, but it has not corrected the problem. Can someone take a look at these screen shots and give me a reccommendation? Thanks.
Welcome to the AT&T TV Hub!We have some helpful articles located under TV Hot Topics.On the left you will see DIRECTV and U-verse TV links. Click on those links for more information regarding Apps, Billing, and TV troubleshooting tips.