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direct tv picture freezing

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direct tv picture freezing

my picture will run for a minute or two then freeze again

 

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Message 1 of 73
Administrator
Solution
Accepted by Community Support (Community Support)
Accepted by ATTCustomerCare
‎10-31-2018 11:45 AM

Re: direct tv picture freezing

Hi @donaldc,

 

Most frozen screen or pixelization issues can be resolved with the steps included on our Frozen Screen support thread.  In addition, you can also go to directv.com/refresh to ensure your box has the most up to date software available.

 

If you continue to have issues, we are aware of some customers experiencing continuing issues, and we are working on a resolution.  We hope to have the fix out in the coming weeks, although we don't have an exact ETR.

 

Thank you for your patience, and hopefully the steps above will help resolve you frozen screen issue.

 

Tim, AT&T Community Specialist


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Message 2 of 73
Tutor

Re: direct tv picture freezing

I have had the same problem for several months.   First they told me on the phone that they are aware of the problem and it is a software issue and they are working on it.  Then they sent a tech out.  He ran checks on my system, replaced my 4K receiver and I still have the problem. I did a chat session last night and the agent didn't have a clue what I was talking about. Tonight I have been watching TV for about 2hrs and the picture has frozen 7 times during that time. I am about ready to give up and switch to another provider.  I don't know if its a 4K Genie problem or what. It does not matter what channel I am watching.

Message 3 of 73
Tutor

Re: direct tv picture freezing

  1. I have the same freeze up problem it does it off and on all the time, the tech who installed it says it is a known issue. It is getting very annoying.
Message 4 of 73

Re: direct tv picture freezing

Same here.  Techs came out and said the same thing. I’m in a 24 mo contract and I’m hosed. 

 

Screen freezes stutters on all TVs. 

Message 5 of 73
Tutor

Re: direct tv picture freezing

Figures. Mine quit freezing for awhile and now it freezes as much as it ever did. I’m lucky because my contract is up in April. Oh ya, and then they raise the monthly charge by $8. a month starting later this month. Thank you Direct TV. Good luck with yours.
Message 6 of 73
Contributor

Re: direct tv picture freezing

Mine is freezing up constantly.  Then it will go to a white screen.  What a pain!

Message 7 of 73
Mentor

Re: direct tv picture freezing

I've also had the screen freeze-up on occasions too.  But what do you expect from a device made in China.

Message 8 of 73
Tutor

Re: direct tv picture freezing

I noticed the programs freeze up, but not the commercials.  The bigger problem for ATT / Directv are the customers dissatisfied with the quality of service.

Message 9 of 73
Teacher

Re: direct tv picture freezing

My service is new in that I just got new 4K receivers.  Older receivers never had a problem but new ones freeze constantly.  It happened during install and tech (who was awesome) told me it was a known problem.  I worked for att in IT for over 30 years and I guarantee you a problem of this magnitude was have been resolved and a patch released ASAP!  Don’t know what’s happening these days.

Message 10 of 73
Highlighted
Contributor

Re: direct tv picture freezing

 Just had my old direct tv system replaced with the new genie. I've been a loyal customer for the last 20 years. A few weeks ago my issues started. The picture freezes, my screen turns white, I lose my audio, and the tv turns on and off. I called tech support and they said it was a known software issue and engineering is working on it for many months. I asked for a monthly credit and the supervisor Patricia said they will not credit or discount the monthly fees. I laughed, how can they charge 130.00 a month for a broken product and not give a credit back to their customers???? Any show you record is affected by the software bug. I asked for my old system back and they said its impossible. I advised them that they asked me to upgrade to the better product not me. This started just after Direct TV changed the format, guides, recording ect. AT&T screwed up a good company.

 

{edited for word filter evasion} you have a crap system and are ripping off the public. We are paying full price for a broken service. I'm so aggravated that I'm paying full price for a defective system and the supervisor wont give a credit. They are stealing our money and I hope the FCC goes after them for fraud.  If I give poor service or a product to my customers I always make good. Whats your problem???? I'm looking into dish network and hope AT&T loses profits. 

Message 11 of 73

Re: direct tv picture freezing

I had very similar issues. They tested everything and it all looked good.

They finally replaced the main unit and now it works like a champ. It was unusable until they replaced the unit.

Good luck.
Message 12 of 73
Tutor

Re: direct tv picture freezing

That SUX! I don’t have near that many problems. Unbeiievable they won’t work with you. Good luck. I hope things turnaround.
Message 13 of 73
Contributor

Re: direct tv picture freezing

All 4 of my TV's have been freezing the pictures on every channel. Can't find help for fixing the problem. When I call the phone system keeps asking for a code number but it doesn't show one. Same for online system. How can this be fixed?

Message 14 of 73
Contributor

Re: direct tv picture freezing

Ya you’re lucky then . Main box replaced 2 Times now , no fix . Wires on property and going to street have been checked and replaced - still constant freezing on sunny day , rainy day , windy day , doesn’t matter . I’m so glad we are dropping directv for GOOD next month . Terrible terrible service , no power to reach to the small towns like mine and when they do they screw everything up . This is on a standard definition tv with no genie or anything like that.

 

fix your service , and stop charging more for broken service . Bad bad company .

Message 15 of 73
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