5 Messages
Uverse Fiber Optic TV freeze ups
After weeks of advertising, we allowed AT&T to "upgrade" our service to fiber optic. The internet is VERY fast, and all the TVs were working when the technician left the house. Several hours later, the TV picture froze for a little over a minute, and then came back on after missing that minute of programming. This continued to happen every 5 to 10 minutes. When I switch channels, the TV comes back on immediately. If I record a program, during playback I can see that it froze because it will freeze for a minute, and I will have lost about one out of every 5-10 minutes of programming.
I tried unplugging the Nokia BGW320-505 gateway (router), and that resolved the problem temporarily, but it began happening again after several hours. I tried restarting the gateway (many times) using the Smart Home Manager on the ATT website, and it made the freezing go away for a few hours to a few days. I just did a restart a few minutes ago, and it worked for only about 15 minutes. I'm running out of ideas. I have the same receivers (3 of them) around the house as I did before switching to fiber optic network, and they are all hard-wired, not wireless. Also, the problem happens at all three receivers.
Do you have further suggestions? I've run out of ideas, and constantly restarting the router is a poor "solution." Thanks.
DIRECTVhelp
Community Support
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254.6K Messages
9 months ago
Hi @DavidSY! We hear you and want to change this experience for you with TV freeze ups.
We recommend that you please go through this article about troubleshoot picture problems on U-verse TV which will give you detailed information on how to fix the picture freezing.
We also have a dedicated U-verse Tech Support team where you can contact them via 855-920-0146. They will ask you questions and all you need to do is answer them. Once you answered all their questions they will provide you a solution to fix it.
Let us know if this helps.
Thanks for contacting AT&T Community Forums!
David, AT&T Community Forum Specialist.
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JefferMC
ACE - Expert
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36.8K Messages
9 months ago
Can you check the software version of you BGW320 gateway by visiting http://192.168.1.254/cgi-bin/sysinfo.ha and looking for the "software version" line. I'm wondering if you're running into the issue with the Ethernet connections on the BGW320. Later firmware seems to help.
If you have a Gigabit Ethernet Switch just sitting around the house, try connecting it to your Gateway and you TV Receivers to it.
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DavidSY
5 Messages
9 months ago
Hi JefferMC, and thanks for replying. My software version is below. I don't know if that's the latest one, or where I can download anything newer.
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JefferMC
ACE - Expert
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36.8K Messages
9 months ago
AT&T manages your Firmware revisions for you in their infinite wisdom.
While the BGW210 (which I have) has a newer version out, that's the newest I've seen reported for the BGW320
(edited to correct for BGW320 vs BGW210 firmware versions)
(edited)
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DavidSY
5 Messages
9 months ago
Hey @ATTHelp ,
I seem to be having the same issue as @west52 except that I have the BGW320 instead of the BGW210. Please let me know if you can figure out the issue. It's very frustrating.
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