Pixalated frozen picture and sound. This happens on each tv at the same time. I unplugged the router for 2 min and plugged back in. Still having the issue periodically.
My U-verse is doing the same thing. Freezing sound goes out. Everybody in the Nashville,tn area is doing the same thing. The trouble is in Nashville Main switch office. No one wants to fix problem. Please someone help has been doing this for three now.
Let's see what's going on with your U-Verse service, @Mike_ann402.
We recommend checking to see if there are any service disruptions in your area. This could explain why it's affecting others in your area. Just sign in, and it'll give you personalized information based on your service.
If there is no confirmed outage in your area, or the troubleshooting steps provided by Latoya don't help, please let us know, so we can take a closer look at your service.
Mike, I have the same problem. It has been happening at least 10 days (two weekends of football). Doing the Help..Information..Troubleshoot does not work, gives an error message. I have a friend in Brentwood with the same problem (both the pixalation and the Troubleshoot will not work). It is local channels only. I talked to ATT today and they say it is a problem with the company that provides the local channel feed to them ("Not our problem") and they are working with them to get it corrected. Looks like this is happening to all U-Verse customers in Nashville and still going on after 10 days. Yes I am frustrated too.
Yes I just lost all the locals also, completely unwatchable. I hope that means they are working on the problem and will get it fixed. I loaned my backup antenna to my niece, I will have to get it back. I hope they fix it.
Thanks for letting us know, @Mike_ann402. We appreciate the update.
To further look into this, we are going to invite you to the AT&T Direct Message space. You will notice a chat icon, next to a bell icon, in the upper right corner of this thread, next to your Forums profile. Our next message will appear there.
In the meantime, please gather your account information together. Do not post it publicly. We will ask for it privately.
Looking forward to working with you to discover and resolve what is causing the U-Verse TV concern.
Mike, I think our problem is fixed. Last night I did not notice any hesitation or pixelation and this morning it still seems good. The final test will be football later today. I am happy it is working, we have family coming in for the holiday. Hope your is working, Happy Thanksgiving.
I’ve had this problem with freezing and pixelation since they installed the new fiber optic service and new modem back in the spring. I was told by a tech that it is a widespread problem. When Direct TV took over your cable feed, the bandwidth was not wide enough for the equipment we are using (modem and TV box.) This is the problem. I’ve switched out both and still have the problem. This is an issue of the feed we are getting. Unfortunately, I live in a complex with and exclusive deal with AT&T. Hopefully I can get Direct TV streaming to correct this problem. It will take a lot of letters and phone calls. Hope this helps.
DIRECTVhelp
Community Support
•
254.4K Messages
2 years ago
We'd be happy to help you troubleshoot your U-verse TV concerns, @irena.
You can follow these steps to the Troubleshoot and Resolve tool to help with your frozen picture and sound:
Please reach back out, and let us know if this helps.
Latoya, AT&T Community Specialist
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Mike_ann402
4 Messages
2 years ago
My U-verse is doing the same thing. Freezing sound goes out. Everybody in the Nashville,tn area is doing the same thing. The trouble is in Nashville Main switch office. No one wants to fix problem. Please someone help has been doing this for three now.
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0
DIRECTVhelp
Community Support
•
254.4K Messages
2 years ago
Let's see what's going on with your U-Verse service, @Mike_ann402.
We recommend checking to see if there are any service disruptions in your area. This could explain why it's affecting others in your area. Just sign in, and it'll give you personalized information based on your service.
If there is no confirmed outage in your area, or the troubleshooting steps provided by Latoya don't help, please let us know, so we can take a closer look at your service.
Raiden, AT&T Community Specialist
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0
madmiki73
New Member
•
4 Messages
2 years ago
Mike, I have the same problem. It has been happening at least 10 days (two weekends of football). Doing the Help..Information..Troubleshoot does not work, gives an error message. I have a friend in Brentwood with the same problem (both the pixalation and the Troubleshoot will not work). It is local channels only. I talked to ATT today and they say it is a problem with the company that provides the local channel feed to them ("Not our problem") and they are working with them to get it corrected. Looks like this is happening to all U-Verse customers in Nashville and still going on after 10 days. Yes I am frustrated too.
(edited)
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Mike_ann402
4 Messages
2 years ago
Thank You I just lost all local channels 6:17 P.M. Have higher channels only. I guess they want fix it.
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madmiki73
New Member
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4 Messages
2 years ago
Yes I just lost all the locals also, completely unwatchable. I hope that means they are working on the problem and will get it fixed. I loaned my backup antenna to my niece, I will have to get it back. I hope they fix it.
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0
DIRECTVhelp
Community Support
•
254.4K Messages
2 years ago
Thanks for letting us know, @Mike_ann402. We appreciate the update.
To further look into this, we are going to invite you to the AT&T Direct Message space. You will notice a chat icon, next to a bell icon, in the upper right corner of this thread, next to your Forums profile. Our next message will appear there.
In the meantime, please gather your account information together. Do not post it publicly. We will ask for it privately.
Looking forward to working with you to discover and resolve what is causing the U-Verse TV concern.
Matthew, AT&T Community Specialist
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0
Mike_ann402
4 Messages
2 years ago
I have a High Def TV Antenna also. It comes in Handy every now and then. This morning no t shipping as bad, but still doing it.
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madmiki73
New Member
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4 Messages
2 years ago
Mike, I think our problem is fixed. Last night I did not notice any hesitation or pixelation and this morning it still seems good. The final test will be football later today. I am happy it is working, we have family coming in for the holiday. Hope your is working, Happy Thanksgiving.
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Mike_ann402
4 Messages
2 years ago
I think they fixed it sometime Tuesday night. I think we had an effect on getting it fixed. Thanks for your help. Same to you!
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DIRECTVhelp
Community Support
•
254.4K Messages
2 years ago
Hi there, @Mike_ann402. Thanks for the update.
We are so glad that your U-Verse TV concern has been resolved. If there is anything else that we can do for you, please reach out to us again.
Thank you for being a loyal and valued AT&T customer and have a happy holiday season.
Matthew, AT&T Community Specialist
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Monteyoho
1 Message
2 years ago
I’ve had this problem with freezing and pixelation since they installed the new fiber optic service and new modem back in the spring. I was told by a tech that it is a widespread problem. When Direct TV took over your cable feed, the bandwidth was not wide enough for the equipment we are using (modem and TV box.) This is the problem. I’ve switched out both and still have the problem. This is an issue of the feed we are getting. Unfortunately, I live in a complex with and exclusive deal with AT&T. Hopefully I can get Direct TV streaming to correct this problem. It will take a lot of letters and phone calls. Hope this helps.
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