TV Service/DVR freezes & dropouts

Hi @sandi_1 Thank you for reaching out. We hear you, and we are here to assist. To help you on this concern we have an article that will give you all the steps you need, to fix the inconvenience you are facing. 

Check out the list :

• Fix picture problems on U-verse TV
• Fix sound problems on U-verse TV
• Remote control troubleshooting tips
• Troubleshoot/replace your wired U-verse TV receiver
• U-verse recorded TV issues

Try the Troubleshoot & Resolve tool on your U-verse TV by pressing MENU on your remote, then select Help. Choose Information and then Troubleshoot & Resolve.

For more information please check the Troubleshoot your AT&T service. 

Hope this helps.

Mary, AT&T Community Forums Specialist.

So keep doing what I've been doing? I am sorry, but your answer is not super helpful. The picture is never permanently gone, so I can't say that. Does changing channels bring back the sound? Yes, for a while. Then problem repeats. I just had to I've just had to channel-up/channel-down twice in the last 15 minutes to keep hearing MSNBC. But the diagnostic routine doesn't allow for "yeah, I can see or hear right at this moment".

I guess I'll try the diagnostic again, just lie and say it didn't work?

Hello @sandi_1,

We understand the intensity of the issue, and we'd be glad to help you out and provide some information regarding this.

We recommend you to install Smart home manager application which helps you in finding whether you have any weak Wi-Fi spots in your home, and it also helps you in managing your complete home network. To check the weak spots please follow the below steps: 

1. Download the app from the Apple App store or Google Play store. Or, manage your network using Smart Home Manager from your computer.
2. Login with your account credentials.
3. Click on "For you" and swipe right to find an option for Weak Wi-fi Spots and get started.

By doing this you'll get to know whether the U-Verse TV is the good Wi-Fi spot or not.

We also recommend that you connect your U-Verse TV  directly via ethernet cable, which gives direct connection between router and the TV this provides a stable internet connection.

Hope this helps!

Happy to assist!

Jennifer, AT&T Community Forum Specialist.

Wired receiver, yes I have the Smart Home app.

I give up.

Hey again @sandi_1, Thank you for letting us know that you have AT&T's Smart Home Manager app.

The reason we asked you to download the app is to run a speed test using the tool available in the app. That would help by letting us know whether the DVR is/was getting sufficient internet to run smoothly without glitching and freezing.

We also suggest Prioritizing the DVR on Smart Home Manager app so that it would be the main priority device for your home internet connection and would receive better internet quality. 

1. Go to Smart Home Manager.
2. Choose Network then Connected devices.
3. Select the device you wish to prioritize and choose Prioritize device. 
4. When you’re ready to change priorities, choose End priority.

Hope this helps!

Please feel free to reach out to us for further assistance.

 JamesR, Community Forums Specialist

JamesR, I'm afraid you're giving out bad information.

Correct, this is old, old copper. Last year we lost all connection every time it rained. They replaced wires from house to closest pole (I think).

Which stats do you want? Here's a couple

Hey @sandi_1,

We understand the intensity of the issue. Let's try to fix this together and ensure you have a seamless experience.

We truly appreciate the effort for following every last resort been given by us.

Please go through our community forum page about troubleshoot your DVR/Receivers, which will guide you to troubleshoot the DVR/Receivers. This will give you a better and detailed understanding about the steps to follow.

Let us know if you have any further questions regarding this. We'll be ready to help!

Happy to assist!

Jennifer, AT&T Community Specialist. 

Jennifer, been there, done that. Over & over as my original post explains. Your technicians were even here to swap equipment, to no avail. So, sorry, this repetitive response does nothing to help.

It happens on all channels. We have a single set-top/DVR, wired. A secondary wireless slave unit that uses the DVR's record/buffer capacity. Both show these behaviors. Live or recorded both have dropouts.  However, when the DVR was completely off-line, the simple box was able to show live (unbuffered) TV without problems.

Sound comes through whichever TV the particular box is connected to. But keep in mind that total loss (picture & sound) has been the most common problem. And of course I've tried all the obvious cable tests. Problem is NOT in the TV or sound system.

Would changed service solve this if it is a 'port problem'? We have heard from neighbors that the multi-wire systems have MORE problems.

BTW, should add that U-Verse TV service is accounted separately from internet service; this is NOT streaming TV. So no reason I should need to buy more internet to make the TV work. And yes, I've tested with other ethernet lines unplugged and WIFI devices turned off to rule out in-home transmission problems.