Television channels stutter

@Katemonsees 

Have you already been working with Att tech support on this issue and as a result were thrown a replacement gateway? If yes, I suggest continuing on with them.  

In the meantime, how is your hardware connected?  Coax, Ethernet, wireless?  Any personal networking equipment involved?

We're happy to help you with the picture and sound stuttering, Katemonsees.

In addition to answering gr8sho's questions, we suggest performing a Non-Disaster Recovery on your receiver. This is a more thorough version of a reboot and helps resolve common receiver malfunctions, such as freezing picture and audio.

Here are the steps:

1. Unplug the receiver or DVR power cord from the wall or back of the box.

2. Wait 10 seconds.

3. Plug in the receiver and DVR.

4. When three white dots appear on the screen, unplug the receiver/DVR again.

5. Repeat this process two more times.

6. Plug the receiver/DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen. If the Recovery screen does not appear, repeat the steps above.

Give that a try and let us know if it helped.

Aminah, AT&T Community Specialist

@gr8sho 

new hardware was sent after I went through the smart home manager app for troubleshooting and my problem was not resolved.

The main box with problems is connected by an Ethernet cable. The two others (these usually only have dvr stuttering issues) are wireless. No personal hardware is involved.

@ATTHelp The recovery screen never appeared so I repeated the steps. I’ll be monitoring the channels today to see if I run into any issues and report back later.

We're glad to hear you were able to run through the steps, Katemonsees!

If you need any further assistance in the future, please let us know. We'll be here to help!

Donovan, AT&T Community Specialist

@ATTHelp it seems the problem is still occurring. Am I going to have to just repeat these steps every time?

This problem will also occur on DVR recordings even if it did not originally occur on the channel while watching the program.

Does this occur while watching the TV directly connected to the DVR?

Let's see if we can figure out what's causing the stuttering, @Katemonsees! 

Let's meet in a Direct Message! Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

Raiden, AT&T Community Specialist