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Picture freezes

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Tutor

Picture freezes

Anybody else having this problem? The picture freezes or pixelates for a few seconds on certain channels. I never had this problem until they changed my boxes to the small ones. The old larger boxes were fine. This problem does not happen on the main TV which is connected to the Genie. That's why I think it has something to do the small boxes. DIRECTV customer service said they are getting a lot of calls about this but are they doing anything to solve this?

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Message 1 of 12
Administrator

Re: Picture freezes

Hi @Philde,

 

Sorry to read of the trouble you are having with your TV service. Have you checked to see if the lines are securely plugged in? What troubleshooting have you performed? Let us know. We can help. 

 

-ATTDIRECTVCare


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Message 2 of 12
Tutor

Re: Picture freezes

According to one of your customer service representatives who I spoke to recently, Direct TV is getting many complaints about this same issue. She told me it might be a software issue and they are aware of it and they are working on a solution. However, this is close to 4 months now with this problem and no timetable for a resolution. Are you aware of this software problem?

Message 3 of 12
Administrator

Re: Picture freezes

Hi @Philde,

 

As of now, we are not aware of an issue. Can you let us know what troubleshooting you have performed? Also, what model boxes are you having trouble with? 

 

-ATTDIRECTVCare


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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 4 of 12
Tutor

Re: Picture freezes

The boxes I'm having the problem with are 4K mini Genies 3 of them. I've had technicians here 3 times and they also changed all the boxes once still have the same problem
Message 5 of 12
Administrator

Re: Picture freezes

Hello @Philde,

 

Thanks for providing us the receiver information.  An item you can check that may help:  Go to “TV Resolutions” menu in the Settings and make sure the 4K box is checked.  This thread post also offers some helpful information for the genie mini’s with settings and cabling.

 

If this does not help, please send us a direct message here.  Be sure to include your name, account number, contact information and description of issue.

 

Thanks.

 

 

-ATTDIRECTVCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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 6 of 12
Tutor

Re: Picture freezes

Tried everything you suggested still no luck picture still freezes I'm at the end if my patience somebody please help

Message 7 of 12
Administrator

Re: Picture freezes

Hi @Philde,

 

We can look into this. Send us a message by clicking here. Include your full name, address, contact #, and a brief description of the issue. Our teams may email you using the email address associated with your forum ID so keep an eye out. 

 

-ATTU-verseCare


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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 8 of 12
Contributor

Re: Picture freezes

Having problem since installation in dec 2016. All equipment had been replaced and still having the problem.
Any suggestions.
Message 9 of 12
ACE - Expert

Re: Picture freezes

@Keaknox, best to start your own new thread.  Please provide more details about your equipment (model numbers), exact problem symptoms, and troubleshooting you've tried so far.  

 

 

*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 10 of 12
Teacher

Re: Picture freezes

My installer said this was a known issue and no resolution yet. 

Message 11 of 12
Tutor

Re: Picture freezes

It appears the problem has been solved I had Direct TV send a new Genie and the picture freezing and pixelating stopped 

Message 12 of 12
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