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TV Picture Freezing

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TV Picture Freezing

My TV picture freezes occasionally for a few seconds, then starts up again. This began yesterday, August 5. I noted a freeze on channel 934 at 10:05am, another freeze on channel 934 at 1:33pm, and another on 934 at 1:44pm. This morning August 6 on channel 938 at 8:10am another freeze. Earlier this morning there was a picture freeze that lasted for several minutes but the audio continued. I did not note the exact time but it was around 5am. The other problem that began yesterday (August 5) was slow response to DVR commands to erase. Usually the response is quick.

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Message 1 of 17
Administrator
Solution
Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎08-13-2018 11:45 AM

Re: TV Picture Freezing

Hello @LaBandera,

 

Have you tried to do a reset on your receiver? Sometimes doing a reset can help the receiver refresh its performance. To learn how to reset the receiver view this Help With Basic TV Issue troubleshoot article. Additionally, you can power cycle your internet gateway to see if this helps stabilize your TV service and resolve the issue of having a freezing picture. We hope this helps!

 

James C., AT&T Community Specialist


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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.
Tags (1)
Message 2 of 17
Contributor

Re: TV Picture Freezing

Im having the same issue and have restarted the receiver and gateway. 

Message 3 of 17
Contributor

Re: TV Picture Freezing

We only see it happen on Fox News - and often during commercials.

Message 4 of 17
Contributor

Re: TV Picture Freezing

This is happening every 20 minutes or so.  We have reset and relaoded our internet several times.

Very frustrating

Message 5 of 17

Re: TV Picture Freezing

Same here.  Who do you call?

Message 6 of 17
Employee

Re: TV Picture Freezing

@DrBobDoyle

One number to call for all things Uverse 800.288.2020

*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 7 of 17
Mentor

Re: TV Picture Freezing

 I too have this problem it happens on all receivers ,wired and wireless ,the reboot is not even a temporary fix ,the 800 # just wants to reboot from ATT's end ,but that did not fix it either ..I had the install on 12/29/18 and have had this problem along with the lose of audio ,we have had 2 repair techs ,and an outside tech ,they replaced at bad connection at the pole ,then found a problem 3,000 feet upstream from my pole and fixed that ,also he unhooked the pot that should have been unhooked during install ,then the outside tech removed a bridge tap , all of these fixes were going to be the resolution ,but the problem still presents itself randomly ,not reproducible by user today's date 1/10/19  waiting on yet another service call .. How do all these problems make it past the point and time of install ? Any help would be appreciated ,,,,,, THANKS IN ADVANCE

Message 8 of 17
Contributor

Re: TV Picture Freezing

We had u-verse installed on 1/12/19 and by the next day we noticed that no matter what channel we watch the tv freezes up.  It's happening several times a minute!  I called CS and tech support reset the receiver and internet.  I thought the issue was fixed, but it started happening all over again.  Tonight is the worst!  Trying to watch the football playoff games and it's been very annoying!  I am going to call and request a new receiver.  Maybe they gave us a remanufactured receiver.  If they can't fix it, I'm finding another provider.

Message 9 of 17
Mentor

Re: TV Picture Freezing

 3 1/2 weeks after install and 5 service appts later ,now ATT is blaming my T.V.s (Vizio 2 smart ,1 not smart ) This is Odd because these are the same T.V. s I had with old provider , they were not an issue there ,GOOD LUCK  

Message 10 of 17
Mentor

Re: TV Picture Freezing

 I just love  their solutions, trouble shoot yourselves or set a service appointment ,if you don't set an appointment ,they consider it fixed,, Also the trouble shooter ALWAYS says reboot ,gateway and or set top box ,like customers don't know to do that already    

Message 11 of 17

Re: TV Picture Freezing

Does anyone at AT&T even read these responses or are we just blowing in
the wind?
Message 12 of 17
Mentor

Re: TV Picture Freezing

If they do read them ,they will not admit it,nor will they comment ,so yes we are just blowing in the wind ,good luck <I wish I could get some luck 

Message 13 of 17
Mentor

Re: TV Picture Freezing

Basic trouble shooting ,is correct, the answer there is always reboot  G/W or STB ,just a basic answer for basic problems ,these reboots are just a temporary fix, for a permanent problem  

Message 14 of 17
Tutor

Re: TV Picture Freezing

Wi-fi interference - if you are in an apartment or condo too many wi-fe signals

Message 15 of 17
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