Uverse On Demand no sound and freeze

Tutor

Uverse On Demand no sound and freeze

I have been having issues with my Uverse for many many months. They replaced my equipment a couple of months back and rewired the run from my drop to the gateway with Cat5 vs coax. The most recent problem is with lack of consistent quality of On Demand programming. It usually works ok during the day but during prime time viewing (the evening) I cannot watch anything via On Demand. The sound drops and then the picture starts to tile and pixelate. Live TV and recordings are fine though. I've read others having the same issue but have not read of a fix. Tech support acts like this is not a common problem but it sounds exactly like what some others have which makes we wonder why the solution is not available.

 

We can watch something on HBO or Showtime or Starz for instance for 5 or 10 minutes and then we lose sound. If I pause it and restart the sound may pick up for a few seconds but then it stops again. The picture starts out ok but then starts to freeze as well. I have rebooted everything numerous times and another tech came out two days ago. He ran the usual line tests and acted like everything was ok now but the problem returned that evening. I am thinking it is an issue on ATT's end seeing that it happens during prime time hours of demand - as if the network gets bogged down and my system is not buffering fast enough. Perhaps that is not it but it seems logical.

 

Another tech is coming today but I feel like the problem will be the same. It won't replicate will he is here so they will act like all is well - then tonight I will have the same problem.

 

Please help! I downloaded UV realtime and the stats looks ok - but then again I am not an expert.

 

Message 1 of 14 (9,808 Views)
ACE - Master

Re: Uverse On Demand no sound and freeze

I was having the exact problem as you are albeit only on my bedroom TV.  You need to check any boxes fed by coax and make sure the connections are tight at the wall and the back of the receiver.  Also when the tech is there make sure he checks to make sure the coax has compression fittings. 

 

I ended up finding a splitter in an old CATV box outside on the house which the coax for the bedroom came off of.  The connection on that splitter was loose.  I could easily turn it 3 or 4 times with my finger while tightening it.  I ended up getting rid of the splitter altogether since the other cable that was in there was to feed my living room TV which was now on the DVR which was connected via ethernet so it was basically a dead run.

 

I bought a female to female adapter (splicer) and just connected the coax from the residential gateway that went outside to the box to the cable for the bedroom and have never had the issue again.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.
Message 2 of 14 (9,781 Views)
Tutor

Re: Uverse On Demand no sound and freeze

Thanks for the detailed reply although we don't have anything via coax any longer. The main Dvr is fed via cat5 from the hub connected to the residential gateway. The main Dvr is the one having the issues- not sure about the other but it is wireless.
Message 3 of 14 (9,766 Views)
Tutor

Re: Uverse On Demand no sound and freeze

Here is an update - still no resolution unfortunately.

 

Another technician came out and tried a number of things. She, as every other technician, was very polite and professional but unfortunately we have not found a fix. The issue is with On Demand HD and during the evenings. It replicates most on HBO HD and we have seen it around 7:00pm CST and later. I also have the problem with Showtime HD. Live TV is fine and the standard definition appears to work fine although I can't really watch a standard HD program on a 55" TV as the quality is really bad. We are spoiled now in the days of HD and BluRay I suppose.

 

The UV Realtime diagnostics dont ever show anything - although I could be missing something there for sure.

 

Help!

Message 4 of 14 (9,729 Views)
ACE - Master

Re: Uverse On Demand no sound and freeze

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

See if they can offer any assistance.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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.
Message 5 of 14 (9,718 Views)
Contributor

Re: Uverse On Demand no sound and freeze

I've been having the same issue regardless of what we're watching.  Live TV freezes, anything we have recorded is so painful to watch that it is useless.  Gateway drops, then restarts...  very poor performance and reliability in general.    

 

It's very embarrassing when you have friends and family over for a bowl game, and you can't watch the game.  We've been on on Uverse for years and at first we had a lot of freezes but that cleared up.  Over the last 4 months, the number of problems has greatly increased.

Message 6 of 14 (9,704 Views)
ACE - Expert

Re: Uverse On Demand no sound and freeze

[ Edited ]

You likely have a line problem between either your Residential Gateway (RG) and the nearby VRAD that serves your house, or between your DVR and the RG, or both.

 

If you'd like to troubleshoot this a bit yourself before getting AT&T involved, you could download UV Realtime, install it, run it and post screenshots of the IP/Profile tab, Bitloading tab, Error Table tab, and Coax/HPNA tab. To post screenshots in the forum, create a new thread and use the Insert/Edit Image button (it looks like a tree) in the post editor. One of us will look at your information and let you know what we think.  Then, if it's inside your home you can work on it, if it's outside your home, you can be better prepared to deal with technical support.

 

Or, you could just go ahead and call AT&T Technical Support at 800-288-2020, or you could click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) in a business day or three.

The PM will go to a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

*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.
Message 7 of 14 (9,701 Views)
Tutor

Re: Uverse On Demand no sound and freeze

My case was supposedly sent to another higher level of support but I have not receivedany calls, emails or anything. The situation remains and my frustration continues to rise. With that said, I am very appreciative of any assistance you can provide.

 

Screenshots are attached. The HPNA/Coax tab shows nothing - I dont have anything run via coax so perhaps that is the reason??

I ran the extended test via the link but nothing is showing in my UVRealtime.

 

THANK YOU!

 

 

 

 

 

 

Message 8 of 14 (9,681 Views)
ACE - Expert

Re: Uverse On Demand no sound and freeze

scb71:

 

Yes, if you have nothing run by Coax, then the Coax/HPNA tab won't be useful.

 

Your line stats between the RG and the VRAD look squeaky clean.  It seems that your problems with On Demand don't have anything to do with your line.  Have you engaged the U-verse Social Media escalation team?

 

 

 

 

*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.
Message 9 of 14 (9,650 Views)
Community Support

Re: Uverse On Demand no sound and freeze

Hello scb71,

 

We received your private message and look forward to help you resolve the issues you are having with U-verse On Demand. We will continue working with you via private message.

 

SadathCS
ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 10 of 14 (9,611 Views)
Mentor

Re: Uverse On Demand no sound and freeze

I've been having exactly the same problem the past couple of weeks. Always VoD. Crystal clear signal on everything else.

Did you ever get resolution?
Message 11 of 14 (9,041 Views)
Tutor

Re: Uverse On Demand no sound and freeze

Another level of support tried a number of things from their end - no more work at the house as the problem in my case is a system issue and not an issue at my home. I cannot recall exactly what but it seems to work better but not all the time.

My assumption is that this is a system bandwidth issue and ATT is VERY reluctant to admit it for obvious reasons. Meaning that it only happens in the evenings during high usage times. Everything is fine during the day and when most people are not watching tv due to work or school or whatever.

Hope you get some resolution. I'd try getting the support team involved.

Message 12 of 14 (9,025 Views)
Contributor

Re: Uverse On Demand no sound and freeze

I've had this same issue multiple times during peak viewing hours when watching movies purchased on demand including tonight where it was so bad we just had to stop attempting to watch our movie that was supposed to be entertaining several young children. I do suspect this os a bandwith issue for att. I sent a pm to customer care.
Message 13 of 14 (5,823 Views)
Contributor

Re: Uverse On Demand no sound and freeze

I've had this problem with AT&T UV VOD for about a year now. I've done extensive troubleshooting with AT&T, both on the phone and in-person. Everyone I've worked with has been very professional and knowledgeably; however, the problem is still there. I've eliminated all of my "equipment". I'm experiencing audio drops and occasional video freezing with AT&T VOD. And only with AT&T VOD. It is VERY consistent. I only have the problem on my wifi STB. Live AT&T video, DVR video, and non-AT&T video is all working fine on that STB. My coax STB works fine with all input sources.

Message 14 of 14 (448 Views)
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