Freezing Issues with Channels

I'm having similar issues. I just upgraded from DSL (12Mpbs) to fiber (300Mpbs) and with the new gateway, all of my TVs experience some sort of freeze or pixilation about every 20-30 minutes no matter what channel I am on. All of my STBs are connected via Ethernet including the main TV that directly connects into the gateway. The other STBs connect in through the old switch that was near the old DSL gateway.

I have rebooted the gateway and the STBs and no changes.

I should mention that aside from having to reboot the DSL gateway about once every 3 months, I had no issues with TVs freezing, even momentarily. It has only been since I upgraded to the new faster fiber connection and a new gateway

that I have seen this issue happening.

Hi melias48021, we can help you fix the freezing and pixelating on your TVs!

Run diagnostics using the Troubleshoot & Resolve Tool on U-verse TV to find out what's causing this and find a solution.

Here are the steps:

1. Press Menu on the U-verse Remote Control.   
2. Scroll down to Help, then press OK.   
3. Select Information.
4. Scroll to Troubleshoot & Resolve, then press OK.   
5. Select the service you want to troubleshoot and allow the interactive diagnostic test to run and complete.   
6. Follow the onscreen instructions to resolve. Other options may include dispatching a technician or speaking to a Customer Care agent.

We hope this helped! Let us know if you need assistance with anything else.

Aminah, AT&T Community Specialist

Sorry to hear that melias.

@ATTHelp that did not work. As mentioned, I've tried rebooting the whole house. Three times but to no avail. New gateway. Same issue. Is it possible that the Pace box was better equipped for fiber than the Arris?

Any thoughts, @baseballisback @skeeterintexas @JefferMC? Have you guys seen this issue before?

@ATTHelp  Like the other person, I have tried rebooting the home gateway several times as well as the individual receivers. If anything, the problem has gotten worse the last few days. I am trying to speak with a customer service agent now and he is telling me that the gateway that was just installed a month or so ago needs to be replaced. They are send me a new gateway, but I don't have much confidence this will work either. Will update this thread tomorrow after the new gateway arrives and I get it installed.

We hope they're able to assist you, melias48021. If you need help with anything else, we'll be here.

Thanks for visiting the AT&T Community Forums!

Aminah, AT&T Community Specialist

Hey @melias48021 

They had me do the same about a week or so ago. It did not work for me, but hoping yours works out.

Hey @ATTHelp 

Is it possible there are line issues, on AT&T's side, in our respective areas?

@ATTHelp 

Is there a reason why you haven't addressed any of my posts directly in this thread? I created the original post and for some reason I'm being sidestepped.

@baseballisback @JefferMC can any of you guys see my posts?

What gateway are you using now?

Greetings Skeeter,

They sent me the BGW320-505. I think the manufacturer is Nokia, if that helps.

You have the newest gateway there is and you have a 'newer' model DVR.

I almost hate asking this but I will.  Did you reboot your equipment in the proper sequence?

Unplug EVERYTHING

Reboot gateway first and allow all lights to come on.

Plug DVR in next.  Allow it to become functional

Plug each STB in separately allowing each to become functional before moving to the next.

Your DVR is obviously connected via Ethernet on a BGW320.  Was it on Ethernet before, or did you convert from coax?  If you converted to Ethernet, describe your Ethernet network (routers, switches, etc.).

@skeeterintexas 

I've seen this process listed out by you in other topics and have followed it to the tee. The only thing that you didn't mention, that I do, is to unplug the wireless access point as well. That's what is used for connecting the wireless STBs as I'm sure you know. So I would:

Unplug everything.

Reboot gateway and wait for all lights to come on. Then I check to see if I have internet access (both wired and WiFi) before proceeding.

Plug in DVR and wait for it to fully boot. Wait until the recordings section becomes accessible as well before proceeding.

Plug in the WAP and wait 5-7 mins before proceeding.

Then I plug in each wireless STB, one at a time, and wait for it to fully boot up (shows channels, can access recordings, etc.) before moving to the next STB.

I've done the above steps on 5 different occasions now to no avail. What I have noticed though is that the freezing/pixelation happens excessively whenever we've rewound a live channel. We are sometimes able to get rid of it by switching the channel or fast forwarding back to the live showing. It does, however, freezes/pixelates sometimes even without doing this. The freezing occurrence is by far less frequent in this case though. 

I do find it strange that in the past 8 or so years of using the Pace IPH8010 box, we have never had this issue. Could this be an Arris V2262 box issue?

Hey @JefferMC,

We had the BGW320-500 box before this one. So it was an Ethernet connection. But as mentioned, this freezing issue started when we switched from our Pace DVR to the Arris DVR. Switching gateways did not solve the issue.

As for our connection at home. Our gateway has the DVR plugged directly into it and the Uverse WAP plugged into it as well. We then have three wireless STBs that are connected to the network via the WAP.

Let me know if you guys need any additional info. My apologies for the long spiel.

Look....you can get faulty equipment.  The problem is figuring out what is faulty.

Are there issues with the STBs and the DVR equally?  Is it the DVR only?  Or more on the STBs and less on the DVR?

When watching live TV, you are watching a multicast stream coming in from the network, through the Gateway and to the receiver (via the WAP if wireless).  When you rewind live TV when watching on the DVR, the DVR reads the stream off the hard disk.  When you rewind live TV on any other receiver, the receiver is asking the DVR to provide the data in a unicast stream.  So... this leads to some additional questions:

1) Does the post-rewinding behavior happen on the DVR as well as the wireless receivers, or just one or the other?  Which?

2) Does the same behavior happen when watching recorded shows?  Does it matter if on the DVR or another receiver?

And just to be perfectly clear:

• the DVR is connected to the Gateway without an intervening Ethernet switch or router,
• the U-verse WAP is connected directly to the Gateway without an intervening Ethernet switch or router, and
• The WAP is located several feet away from the Gateway (preferably as far as the 1m cord will allow)