6 Messages
Screen freezing, pixels
Constant screen freezing then it changes the pixels, Then we lose the screen altogether then it comes back on, and it freezes then we lose connection completely. I reboot the system probably 25 times a day to get the freezing in the pixels to go away talked with customer service again,( we’ve had ATT U VERSE for over 15 years). They did try to tell me on Saturday, July 15 that we had the wrong equipment because we do not have ATT Internet. We have spectrum Internet all the new equipment I’ve got all the representative said if you come out here and nobody has noticed that I’ve had the wrong equipment in 15 years. Does anyone else experienced this problem and how can I resolve it at this point we’re looking into another cable company.
Accepted Solution
baseballisback
ACE - Professor
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8.1K Messages
1 year ago
I suspect it's a problem with the wiring that wouldn't go away with a new provider.
The wire from your AT&T gateway to your DVR should be ethernet. This is a swap you can do yourself. I'd highly recommend all other receivers be wireless. Call in for replacement receivers.
If you're still having issues, I'd suggest a tech visit.
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DIRECTVhelp
Community Support
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254.4K Messages
1 year ago
Let's make sure your screen stops freezing, @krmit!
Since your extensive troubleshooting hasn't helped, we're going to need to speak privately, so we can take a look at your equipment. Please check your direct message inbox in the top right corner of the screen. We'll be messaging you there shortly. Once in a DM, we can continue this over the phone or in a live chat.
Raiden, AT&T Community Specialist
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