DVR stuttering nightmare

Mentor

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.

Message 1 of 39 (8,060 Views)
Expert

Re: DVR stuttering nightmare

Good deal!  

 

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

Message 16 of 39 (7,157 Views)
Mentor

Re: DVR stuttering nightmare

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

Message 17 of 39 (7,154 Views)
Expert

Re: DVR stuttering nightmare

Good deal. Thanks for the info.

Message 18 of 39 (7,150 Views)
Expert

Re: DVR stuttering nightmare

Notice that the new DVR does HPNA 3.1 when connected to the 3801. (224 Mbps / 256 Mbps connection).
Message 19 of 39 (7,140 Views)
Expert

Re: DVR stuttering nightmare


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?

Message 20 of 39 (7,133 Views)
Expert

Re: DVR stuttering nightmare

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.).
Message 21 of 39 (7,134 Views)
Expert

Re: DVR stuttering nightmare

Thanks for the info!

Message 22 of 39 (7,126 Views)
Expert

Re: DVR stuttering nightmare

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

Message 23 of 39 (7,053 Views)
Scholar

Re: DVR stuttering nightmare

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.

Message 24 of 39 (7,047 Views)
Expert

Re: DVR stuttering nightmare

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.

Message 25 of 39 (7,046 Views)

Re: DVR stuttering nightmare

[ Edited ]

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!

Message 26 of 39 (7,018 Views)
Expert

Re: DVR stuttering nightmare

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.

Message 27 of 39 (7,010 Views)
Expert

Re: DVR stuttering nightmare

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. 

Message 28 of 39 (6,992 Views)
Tutor

Re: DVR stuttering nightmare

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

Message 29 of 39 (5,479 Views)
Employee

Re: DVR stuttering nightmare

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.
Employee Contributor*
*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.
Message 30 of 39 (5,472 Views)
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