Teacher
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6 Messages
U-Verse picture freezing, have to reboot gateway daily
We have AT&T Fiber 1Gbps. Two TVs, one with DVR (IPH8110) is the one we watch most often. Both "cable boxes" are connected via ethernet through our home network directly to the gateway (no hub or switch in the path).
Uverse picture will freeze, if you change channel quickly it will un-freeze. Eventually have to reboot the gateway and the cable boxes. Freezing also affects recordings on the DVR..
Has gotten progressively worse over the past few months. It was "once a month" for a while, then "two or 3 times a month" then "weekly" and now we're down to Daily.
Other services like using computers or streaming music on our SONOS speakers, don't seem to be affected, or are more graceful at recovering.
This has happened before, AT&T has sent us a new gateway and a new DVR. I hate calling support because they just tell me to restart it and call back if it happens again... then they tell me to do the same things.
baseballisback
ACE - Professor
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8.1K Messages
2 years ago
Will they both freeze?
I might be tempted to try a wireless receiver instead of a wired one.
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jswilson64
Teacher
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6 Messages
2 years ago
Yes, they both freeze eventually.
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baseballisback
ACE - Professor
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8.1K Messages
2 years ago
It makes me wonder if there's a wiring issue. I'd insist on having a tech out. Maybe unplug something during the phone call so they can see there's an issue.
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jswilson64
Teacher
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6 Messages
2 years ago
This has happened before and it has been something on AT&T's end
https://forums.att.com/conversations/watching-uverse-tv/att-fiber-1000-mbps-uverse-tv-freezing-replaced-gateway-bgw210-and-dvr-iph8110-at-my-wits-end/620db960bd69402c097af0d2
What leads you to believe the wiring in my home has been progressively deteriorating over the last 2-3 months?
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DIRECTVhelp
Community Support
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254.4K Messages
2 years ago
Hi, jswilson64. Let us help you fix your freezing picture.
We'll have to access your account, so to keep your information secure, we will send you a direct message. Look for the chat icon next to the bell icon in the upper right corner of the page.
Aminah, AT&T Community Specialist
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jhzich
12 Messages
2 years ago
This has also been happening to me on a regular basis, with the increasing frequency pattern that you state. ATT has been absolutely no help...they are clueless, or act clueless in spite of there being many online posts just like this. I too have been sent a new gateway and new boxes, and been told to plug power directly into wall outlets and not power strips, etc...a bunch of voodoo talk that has absolutely no effect on the problem.
If ATT doesn't get this figured out, and soon, they are going to be left holding a bunch of hardware in dusty warehouses and will be begging for new customers...
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