no solution for tv freezing

Since we are new to this situation, could you please;

1. confirm that we are talking about U-verse TV
2. Tell us how all your receivers are connected back to the Gateway?
3. If there are any other switches, routers, access points, etc. in your network, and how they are connected vis-a-vis your receivers?
4. Has your DVR been replaced during your issues?
5. Does the freezing happen simultaneously on all TVs, or is it independent on each receiver?
6. Does playback of a recorded show from the DVR freeze?  If so, when you rewind back before the freeze, does it freeze every time in the same spot, or does it move on playback?
7. How long does a freeze last?
8. How often does it freeze?
9. Does it seem to happen at any particular time (shortly after changing stations, after watching several minutes, gets worse the longer you watch, etc.)?

thank you for your interest jeffer 1) yes u verse, 
2)I don't really know but here's my best answer. A) Kitchen: the gateway and a receiver and a WAP are all in a kitchen cabinet that contains hardwired boxes. i think of this as the main box where the service comes into the house.  B) Living Room: in the living room there is a WAP attached to a box that is hardwired....after ten years of horrible performance on the tv in the room directly above the living room ( and far from the kitchen) it was determined that this hardwired little box was necessary to send a signal to the room above because my plaster walls are thick.  it made all the difference. so as i understand it the bedroom tv gets its signal from the living room. C) Studio/Office. i assume this is wireless and gets its signal from the kitchen directly below D) Bedroom: directly above Living room. there is a white WAP (unlike the black one in kitchen.) that communicates with living room 

3) i've described all the additional equipment. each tv has a receiver, three have a WAP two are black one is white.
4) two receivers and the gateway and a remote were recently replaced. when you say dvr i assume you mean the main kitchen receiver and yes i lost everything on the DVR as well as FAvorite channel list when this receiver was replaced
5) this is hard to answer but i often have kitchen and living room tv on at same time and i think i hear both freezing at the same time. last night it didn't seem so but i think one had been rewound a bit. bottom line i can't say for sure
6) playback on DVR freezes and if i rewind the freeze remains in the same place. i tried to catch the dialogue i missed and it's always the same. same with live tv. rewinding finds the freeze in the same place
7) usually just two-3 seconds for a freeze time
8) interestingly it freezes rarely in the day but about 5-530 through 10-11 it freezes multiple times per half hour. sometimes three times in short succession.  usually 3-4 freezes are, more or less, evenly spread out over the course of a half hour show
9) i have not noticed anything other than time of day that increases freezing. i tend to watch cnbc all day long and then nbc from 530-7 and whatever random network or cable channel  after that. i have not noticed a channel where it does not freeze but will pay more attention.  much of my viewing is cnbc or nbc or DVR shows
again thank you for your time. after an hour long call today after this post, the tech made me reset the gateway, receiver and WAP and i think he said he reset the network and did some other work. he seemed to think it would fix my problem. the studio tv went down while i was writing this after freezing for a bit, it rebooted by itself. other than that haven't noticed freezing since the call but i'm just entering the time when it usually gets bad.

thanks
PS the Tv froze at least six times during the half hour nbc evening news. sometimes with pixelation but most often without. so much for the tech's promises.

Thank you for all the information, but I'm going to ask you to dig just a little bit deeper on some of these.  I'm not sure what you're describing in several cases.  If you can't find any identification, you could take a picture of it, that might be good enough if it's equipment that we'll recognize.

Kitchen: the gateway and a receiver and a WAP are all in a kitchen cabinet that contains hardwired boxes. i think of this as the main box where the service comes into the house. 

So you have Gateway (which model?), a Receiver (which model?) and what you called a WAP (and if you can tell me what the manufacturer and model of this is, that would help).

B) Living Room: in the living room there is a WAP attached to a box that is hardwired....after ten years of horrible performance on the tv in the room directly above the living room ( and far from the kitchen) it was determined that this hardwired little box was necessary to send a signal to the room above because my plaster walls are thick.

Does the little box have a manufacturer/model number on it?

  it made all the difference. so as i understand it the bedroom tv gets its signal from the living room. C) Studio/Office. i assume this is wireless and gets its signal from the kitchen directly below D) Bedroom: directly above Living room. there is a white WAP (unlike the black one in kitchen.) that communicates with living room 

Again, if I may ask for the make/model on the white WAP?  I think the little boxes in the Living Room and Bedroom may be Powerline adapters, but I want to be sure.

I'm assuming that you do not have fiber.  If that's true, it would be helpful if you could go to http://192.168.1.254/ , click on the Broadband tab and make screen captures (Shift-Windows-S works well on Windows 10) of all the tables of data on that page (sync rates, attenuation, noise margins, error counts, etc.).  Save the screen captures in files and upload them in a reply using the picture tool in the editor box.

Just a few quick comments.  Putting any of this hardware in an enclosed cabinet is a mistake.  Anything that emits wireless should have separation from other similar devices.   
WAP range is limited and definitely struggles going through ceiling.  
Wired devices will always perform better if that’s an option. 

gr8sho makes an excellent point.  Overheating can cause issues for electronics.  If they are warm to the touch on the outside, the silicon inside will likely be very hot.

Check the warmth equipment that doesn't have good airflow. If inside a cabinet with a door, open the door for a day or so for testing the theory.

i have fiber. i will check on the specific equipment later.
the equipment has been in that cabinet since spring of 2016 and the freezing started about two months ago. it rarely freezes during the day and noticeably increases around 5 30 pm. i would think overheating would not be cyclical. the cabinet goes to the ceiling and has three shelves. there is one piece of equipment on each shelf. the only change i could make is to move the receiver and or the WAP to the countertop where they would sit next to each other and behind the Tv. Again, this is a recent problem. yesterday the door was open for hours after i rebooted all three pieces of equipment.  can't remember when i closed it but at 5 30 like clockwork the freezing started. surely it wouldnt heat up that quickly?  i'll leave the door open tonight to see if any improvement. oh one last thing. wireless going through the ceiling should not be an issue for the main tv in kitchen or the living room tv which are both hardwired ( i assume)  they both froze very often last night. the kitchen cabinet door has a little rubber pad to keep the door from hitting the face of the cabinet. all the doors do. there is a very slight gap and there is also a large hole drilled into the bottom of the cabinet and the one shelf to allow cords. so there is some ventilation

Please don't skip over my earlier request for the specifics of these devices.

thank you again jeffer for your help 1)kitchen gateway model ARRIS BGW 210, Receiver VIP2262, what i called a wap is a WPS Vap2500
2) living room WPS VAP 2500. a white cord comes up from under house to a box that looks like a telephone jack attached to wall. WPS plugs into it and some black cord from the TV area plugs into it as well. i took a pic and can send if you need.
3) bedroom WPS on from with att logo above model AIR 4920

i think i've answered all your questions

thanks again and again i have fiber and everything was rebooted yesterday in the kitchen, gateway, receiver and wps

s 

Just one question from me.  Did Att set all this up for you?

Any picture you have would be lovely.

So you have two different VAP2500's:  One in your Kitchen and another in your living room.

Your DVR (VIP2262) is in the Kitchen and you have a wired TV receiver in the living room along with a VAP2500.  The TV receiver and VAP2500 are both plugged into a box (this sounds like a NetGear GS105 Ethernet Switch) which also has a cable that goes to a wall box that's connected to a cable from the basement.

You have a wireless TV receiver in the bedroom (upstairs, above the living room) along with an AirTies 4920.  Is the AirTies connected to anything by a cable?

Your BGW210 (Gateway) is in the Kitchen.  It has an Ethernet cable from somewhere plugged in to the Red port.  It has a cable going to the DVR from the yellow port, and a cable leading to under the house (on its way to the living room) from another yellow port.

Everything I said sound right?

the air ties in bedroom is simply plugged into a power strip.

the red ethernet port in kitchen gateway is plugged into a box on the wall

gateway does not have a yellow port cable going to the dvr but that cable is going to the WPS

dvr has black ethernet cable connecting dvr to gateway and it connects in a yellow ethernet port in the gateway ( maybe this is what you were talkig about)

another yellow cable on gateway goes to a different box on the wall ( different from the red ones box) not under the house that i know of. not sure where the cable under house to living room plugs into all of this. i'll enclose pics .
first i was told they would not send a tech since the phone tech said my service was working at the moment in spite of my assurances that it froze.  when i called to ask for a credit she connected me to a tech who rebooted everything. he called the next day and upon learing that the freezing was still terrible he scheduled a tech to come today from 12-4. if you happen to see this before then let me know what i should discuss/ask
first pic is living room box on wall connected to wps
remaining pics are all of kitchen equipment.
i have a thermometer in that cabinet and it is under 70degrees but i've opened it multiple times to answer your questions. last night i put my hand on the dvr and it was warm. i left the cabinet door open for hours and it was still warm, it creates heat.
i'll remind you this gateway and receiver are new in the past couple weeks. the freezing has been going on for about two months. in november i replaced the living room tv which also has a new receiver that was connected by an att tech

s

I know I'm nothing but a bundle of questions, but:

How many wireless TV receivers do you have?

Do you use Wi-Fi upstairs (i.e. with computers, phones or tablets)?

I'm still trying to figure out where all those cables are in the white box.

First time I’ve ever seen U-verse TV with two WAP boxes.  Didn’t know that was a supported configuration.  
The Airties shouldn’t come into play for TV.   
Does the picture freeze happen with only one WAP plugged in?   I’d dumb down the setup until you see things working correctly.  

i guess two. both upstairs tvs are not hardwired so they must be wireless right?
i use wifi upstairs in studio with my laptop and of course my smart phone.
the white cables in white box go under the house. the black goes up to tv i presume or to dvr maybe? the yellow goes to wps and theres a power cord of course

Right, you posted pictures of two distinct VAP 2500s.  These are called WAP, wireless access point, and they’re used for wireless settop boxes.  As I said, I was unaware Att supported use of two of these.  But still I’d try testing with one of them unplugged.