U-Verse TV keeps freezing

Teacher

U-Verse TV keeps freezing

[ Edited ]

I have had  U-verse TV and Internet for several years throughout which I've had problems with the TV picture freezing and then losing connection. When this happens, my Internet goes out as well. I've rebooted the system and it works for a while. Techs have been out numerous times and temporarily fixed the problem only to have it re-occur later on down the road. This is extremely frustrating and I'm considering going back to my old cable company and using ATT DSL for my Internet. In those days, I had no such problems.

 

I've had the router and DVR replaced twice. My DVR sits on top of my DVD/VCR combo player. My computer is in a room other than my TV but nearby. The latest malfunction was last night. This morning it seems to be working....for now... but the thought of a shutdown always looms. My next door neighbor has Uverse and doesn't experience these problems.

 

Any suggestions?

 

[subject edited as new topic was created] -moderator

Message 1 of 25 (22,725 Views)
Expert

Re: U-Verse TV keeps freezing

Can you download and install SomeJoe's tool at the link below?

 

http://www.uverserealtime.com/

 

Once you install the tool, please post screenshots of the following tabs: IP/ProfileError Table, Bitloading, & Coax/HPNA.

 

We can take a look at the screenshots to see if there appears to be any issues with your system.

Message 2 of 25 (22,670 Views)
Teacher

Re: U-Verse TV keeps freezing

I downloaded what you asked and accessed the stats but have no idea as to how to post the results to this board. I saved the results as documents and tried to simply copy them and post but was unable to do so. Please help. Thanks.

Message 3 of 25 (22,603 Views)
Highlighted
Expert

Re: U-Verse TV keeps freezing

For each tab on the software, you can click the "Save screenshot" button to save a screenshot of that tab.  It gets saved as a PNG graphics file.

On this forum, post a new message to this thread.  Use the Insert Image button in the editor toolbar (it looks like this: ) which will ask you for the filename to upload.


You can insert multiple images into the same post by using this button more than once.



Message 4 of 25 (22,599 Views)
Teacher

Re: U-Verse TV keeps freezing

Message 5 of 25 (22,592 Views)
Teacher

Re: U-Verse TV keeps freezing

I'll try the coax again but I couldn't really access it like the others.

Message 6 of 25 (22,592 Views)
Teacher

Re: U-Verse TV keeps freezing

There's a glitch in running the coax so I copied what I could:

 

Detailed Wireless AP Statistics
Packets transmitted:1630484
Packets received:761837
Bytes transmitted:2289022645
Bytes received:91534568
Error packets transmitted:2
Error packets received:0
Discards transmitted:15
Discards received:0
HomePNA Network (Coax)
Firmware Version:D-UCv1-9-2-20090217-ATT.bin
Firmware Signature:8182d9128bd440e3fc7677367fc25598
HPNA Physical Link:DOWN
Network Mode:SYNCHRONOUS

NodeID MTU Mac Address
HPNA Network Performance Management Data

Data Collection Time:

HPNA Network Current Multicast Rate (Mbps): 0

 
Station to Station HPNA PerformancePHY Rate (Mbps)SNR (dB)Rx Power Level - dBPacket Error
HPNA Statistics
 
 
 
 
Mac Address
HPNA Firmware (C=coax, T=TP)
HPNA Version
Master
 
Interval from 23:29 to 23:44
Short Tx Pkt
Short Rx Pkt
CRC Errors Rx
Dropped Tx
Dropped Rx
Tx Error %
Rx Error %
Frames Tx
Frames Rx
Bytes Tx
Bytes Rx
Unicast Tx
Unicast Rx
Multicast Tx
Multicast Rx
Local Ctrl Requests
Local Ctrl Replies
Remote Ctrl Requests
Remote Ctrl Replies
 
Interval from 23:14 to 23:29
Short Tx Pkt
Short Rx Pkt
CRC Errors Rx
Dropped Tx
Dropped Rx
Tx Error %
Rx Error %
Frames Tx
Frames Rx
Bytes Tx
Bytes Rx
Unicast Tx
Unicast Rx
Multicast Tx
Multicast Rx
Local Ctrl Requests
Local Ctrl Replies
Remote Ctrl Requests
Remote Ctrl Replies
 
Station ID
1
Local (Coax)
c0:83:0a:ca:97:49
C
1.9.2 Cv1-9-2-20090217
 
 
0
0
0
0
0
0
0
286
286
21944
21852
0
0
0
0
286
286
0
0
 
 
0
0
0
0
0
0
0
286
286
21944
21852
0
0
0
0
286
286
0
0


Message 7 of 25 (22,594 Views)
Teacher

Re: U-Verse TV keeps freezing

Thanks for your help in posting the results of the scan. Also, my TV and Internet have both been working fine yesterday and today but  I'm still afraid that it'll freeze. Guess I'm gun shy.

Message 8 of 25 (22,594 Views)
Teacher

Re: U-Verse TV keeps freezing

Shortly after I posted my last entry, I lost Internet connection and a little later regained it. Oh brother!

Message 9 of 25 (22,572 Views)
Expert

Re: U-Verse TV keeps freezing

Well, there definitely appears to be some sort of line problem, the error table shows a gigantic number of errors that have occurred on your line.  That's not normal.  However, all of the errors are from more than 24 hours ago, which means that they're occurring only intermittently and in bursts.  This points to some sort of interference issue.

 

You should contact tier 2 and have them send a senior tech that can look for and eliminate these sources of interference. Possible sources include:

* Power line interference, such as:
* Fluorescent light ballasts
* High-intensity gas discharge lights like mercury vapor
* Grounding problems, such as improper ground at the NID, the pedestal, etc.
* Electrical system grounding problems, such as improper ground on the RG's outlet, the breaker panel, etc.
* HAM radio broadcasts in the HF band
* AM radio transmissions, such as a nearby radio station

Try to isolate any potential source of these problems and see if you can find one that eliminates the interference.

Message 10 of 25 (22,569 Views)
Teacher

Re: U-Verse TV keeps freezing

Thank you so much for your time and help. I just sent an email to uversecare@att.com with a copy of your last response suggesting I ask that a senior tech contact me for a home visit to resolve the problem.

Message 11 of 25 (22,181 Views)
Teacher
Solution
Accepted by topic author rathbone1
‎09-30-2015 1:39 AM

Re: U-Verse TV keeps freezing

I did as I was asked and the bottom line is that a tech came to my house the next day and repaced the adapter which he said was old. All was working when he came and working when he left. I suggested that I be put on a different terminal. The next day I received a call from an outside tech who did the terminal thing after which nothing worked. He remained here all day conferring with Texas ATT, his supervisor came here as well, etc. The TX person said that her screen showed I was up and running when in fact nothing was running...no TV, no Internet. I was told that between the hours of midnight and 5:00 AM today, a NEW CARD WOULD BE PHYSICALLY PLACED IN THE TERMINAL BOX. Sure enough, all is well again and my TV and Internet are working fine. What an ordeal but the solution started with this board and for that I'm grateful.

 

Many thanks to all who worked so hard on the problem. Happy.....for now!

Message 12 of 25 (22,137 Views)
Expert

Re: U-Verse TV keeps freezing

Cool, glad everything's working!
Message 13 of 25 (22,130 Views)
Contributor

Re: U-Verse TV keeps freezing

My problem is similar.  I haven't had U-verse very long.  Now I have two channels where the picture freezes after about 15 seconds.  I can change channels, go back to it, and the picture is fine again... until it freezes up again after another 15 seconds.  This only happens on two of my channels, INSP and TVLAND.  If I leave it on the frozen channel long enough I get the blue screen telling me the signal has been lost. 

 

I spoke with tech support and went through all the steps cited on the blue screen.  Tech support finally decided my receiver must be bad so they sent me a new one.  Got the new receiver installed and the problem persists.  The tech support people I've spoken with make it sound like they'll charge me extra $$$ to come out to my condo to fix the problem.  Personally, I don't think that's right; it's not good customer service in my book, particularly since I haven't been with AT&T very long (and Time Warner is already "courting" my business again).

 

I think the problem is either a bad cable or something outside isn't connected as well as it should be.  It's just plain weird that only two channels are affected.

 

I should point out that I have wireless as well, and I don't seem to have any problems with that working as it should.  I plan on calling tech support AGAIN tomorrow.  If they don't come out here and fix the problem I will be registering a complaint with the Better Business Bureau. Any suggestions would be much appreciated.

Message 14 of 25 (18,467 Views)
Employee

Re: U-Verse TV keeps freezing

Sorry to hear of your unpleasant experience, are these the main channels you watch?
If lossing sync should happen on any channels, if interference should also happen on any channels.

Tech support is required to inform you of possible charges, this is normal business practice and not meant to offend.
Are you experiencing this issue on multiple TVs or just one, or do you only have one?
Bad inside cable possible billable, do you have the wire maintenance plan? If issue is outside non billable.

Can you download UV real time and post pics? http://www.uvrealtime.com/

How long is not very long, days, weeks, months? If install was recent (within past 30 days)
Do you have the contact number for the tech who did your install and see if they could run some tests remotely or come back for a followup visit.

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 15 of 25 (18,458 Views)
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