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Posted Aug 31, 2013
9:02:53 PM
Picture Freeze

When we are watching live TV the picture will freeze for about a second than skip back and start up working correctly.

It does this on the DVR receiver and not as often on the wireless receiver. Sometimes we lose the audio also when this happens.

Had a U-Verse tech out today(8-31-13) worked ok when he was here, but is doing the same thing again.

Thank you for your help.

Richard

When we are watching live TV the picture will freeze for about a second than skip back and start up working correctly.

It does this on the DVR receiver and not as often on the wireless receiver. Sometimes we lose the audio also when this happens.

Had a U-Verse tech out today(8-31-13) worked ok when he was here, but is doing the same thing again.

Thank you for your help.

Richard

Picture Freeze

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Aug 31, 2013 9:53:32 PM
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ACE - Expert

Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. Response can take up to 2 business days.

This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. Response can take up to 2 business days.

This is not the regular CS/TS people, but the social media people that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right, in case they replied this way. Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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: Picture Freeze

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Sep 6, 2013 4:19:20 PM
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I received a PM from U-verse customer care on 9-4-13.

 

My name is Morgan, I'm one of the U-verse Community Specialists. I noticed your post about your Live TV service freezing from time to time. I apologize for any inconvienience this may have caused but, I'll be glad to help you get this resolved.

I noticed you had an AT&T U-verse technician out this past Saturday to take a look at the problem. After reviewing his notes, it looks like he was pretty thorough because I can't find any line errors or interference.

One conclusion that may be a problem is the U-verse equipment (both TV boxes and the gateway) have not been rebooted in a while. If possible would you mind unplugging the power cord from your TV boxes first, and then unplug the Gateway/modem for about 10 seconds, and then replug them back in? Please note that unplugging the Gateway/modem will temporarily disconnect all your U-verse services for a short time.

Thank you in advance for your patience and cooperation. Let me know how everything goes and if your TV's are still freezing then we will find another solution for you.

 

This solution seems to work.

Thank you U-verse Community Specialists.

Richard

 

I received a PM from U-verse customer care on 9-4-13.

 

My name is Morgan, I'm one of the U-verse Community Specialists. I noticed your post about your Live TV service freezing from time to time. I apologize for any inconvienience this may have caused but, I'll be glad to help you get this resolved.

I noticed you had an AT&T U-verse technician out this past Saturday to take a look at the problem. After reviewing his notes, it looks like he was pretty thorough because I can't find any line errors or interference.

One conclusion that may be a problem is the U-verse equipment (both TV boxes and the gateway) have not been rebooted in a while. If possible would you mind unplugging the power cord from your TV boxes first, and then unplug the Gateway/modem for about 10 seconds, and then replug them back in? Please note that unplugging the Gateway/modem will temporarily disconnect all your U-verse services for a short time.

Thank you in advance for your patience and cooperation. Let me know how everything goes and if your TV's are still freezing then we will find another solution for you.

 

This solution seems to work.

Thank you U-verse Community Specialists.

Richard

 

Re: Picture Freeze

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