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direct tv picture freezing

Contributor

direct tv picture freezing

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

 

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Message 1 of 73
Former Employee

Re: direct tv picture freezing

Please continue to report issues.  The more reported issues get more attention by engineers because its recognized as a known issue.  

Message 31 of 73
Mentor

Re: direct tv picture freezing

@vinced1007

 

I wish I could do the same.  Had I not gotten suckered into a new 24 month contract I would surely be doing so.  I will NEVER again trust a word a phone rep tells me.  

 

To be honest, I'm contemplating fighting the new contract so that I can cancel the service and go with Dish.  I have ground to stand on, so I may very well do so.  

Message 32 of 73
Teacher

Re: direct tv picture freezing

I have no idea why AT& T doesn't just fix it...why wouldn't you...youre just going to keep losing customers...and bad PR effects your entire base....guess its all about cost to fix it. You shouldn't worry about the contract IMO...they arent providing you with a quality product so ....if i were you i would call in every other day with the complaint anthen ask for a copy of the account notes to be sent to you...then they cant argue they didn't know there was a problem. Good Luck!!

Message 33 of 73
Mentor

Re: direct tv picture freezing

@vinced1007

 

"if i were you i would call in every other day with the complaint anthen ask for a copy of the account notes to be sent to you...then they cant argue they didn't know there was a problem."

That's very good advice.  Thank you.  Smiley Happy  

Message 34 of 73
Contributor

Re: direct tv picture freezing

Same here  

Message 35 of 73
Contributor

Re: direct tv picture freezing

Spent over an hour on the phone with 3 different AT&T support techs yesterday and all had no idea of what was causing the picture to freeze.  I specifically asked if they had ever experienced this problem and their answer was "no".  They offered to send out a tech for $99 since I don't pay $8.95 a month for a protection plan.  

 

Direct TV was a good company until AT&T took over.  

Message 36 of 73
Teacher

Re: direct tv picture freezing

Sorry to hear this, but this is unfortunately AT&&T's new norm....poor customer service...if you're going to cancel get a copy of the record notes of your complaints so you've got a leg to stand on if they try to hit you with a big cancellation penalty. Good Luck!!
Message 37 of 73
Tutor

Re: direct tv picture freezing

I want my old equipment back. Never had a problem until they talked me into upgrading my equipment - they never told me I was getting into another 24 month contract.  A week later I received a notice letting me know I was in a new contract. I am a retired former employee and when a rep says there is no charge, that was a lie.  Very disappointed in the company 

Message 38 of 73
Teacher

Re: direct tv picture freezing

AT&T purchased DirectTV and everything went downhill from there. I had great service and never a problem with a freezing screen until AT&T took over. I don't know what happened or why, all I know is that I was fed up with Direct TV and decided to make a change to Dish and until something happens with their service I will probably stay with Dish for the foreseeable future. If I were you, I would complain until they fix it, and if they dont fix it,then get a record of the notes and then move on; we pay enough money for AT&T to get it fixed and if they dont, they dont deserve our business. Good Luck!!
Message 39 of 73
Community Support

Re: direct tv picture freezing

Hi Everyone,

 

We are aware that some customers are having continued frozen screen issues.  Although the majority of customers are not having this problem, we know how frustrating a frozen or pixelated screen can be.  We are working on a resolution, and hope to have it go out in the coming weeks.  I don't have an exact ETR at this time.

 

Thanks

 

Tim, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
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*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 40 of 73
Contributor

Re: direct tv picture freezing

In my professional career, I have a lot of work experience with parabolic
antennas and receiver systems (radar, telemetry, sat com). It is my
opinion, based on the issue I have with picture freezing and never any
pixelating, that it is not a reception issue.
Message 41 of 73
Mentor

Re: direct tv picture freezing

"Hi Everyone,

 

We are aware that some customers are having continued frozen screen issues.  Although the majority of customers are not having this problem, we know how frustrating a frozen or pixelated screen can be.  We are working on a resolution, and hope to have it go out in the coming weeks.  I don't have an exact ETR at this time.

 

Thanks

 

Tim, AT&T Community Specialist"

 

 

I'll believe that when I see it.  After all, it's only been months and months, right?  

Message 42 of 73

Re: direct tv picture freezing

the same old story told to me every time even the installer on the last visit said he just hits the return button so they sre coming sunday to say the same thing they are working on it .This has been going on for over 3 months 

Message 43 of 73
Contributor

Re: direct tv picture freezing

It would be wonderful if we could get an actual customer service response to this problem.  We too have the picture freezing problem.  it is NOT related to the weather or reception.  It happens daily, it happens on pretty much every channel.  I have called customer service (which NO ONE in the world wants to call your customer service - they might be the worst out there & you never get any help).  I have used the chat feature.  I have had a local directv rep come to the house 2x.  The 1st time they did nothing.  The 2nd time they removed my home wifi from the settings saying it was interfering with your internal wifi.  None of this worked.  My Directv bill is over $150/month and I want this fixed.  When will this be fixed?

Message 44 of 73
Teacher

Re: direct tv picture freezing

If u complain enough they might give you a credit but eventually i got fed up with it. I had direct before the AT&T BUYOUT and it was a lot better service. Keep records of all your complaints -- it could help if you're going to cancel...i went to dish myself..lots better.☺
Message 45 of 73
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