UVerse tv keeps freezing, pausing and skipping

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@pagermike wrote:
We switched from cable to UVerse this summer and our tvs keep freezing, pausing and skipping forward several seconds. We have had UVerse techicians to the house several times. Each time they worked outside and inside the house and said the problem should be fixed, They have replaced both boxes and the modem. The last technician was here for four hours, We are still having the problem and it is getting worse. Is this just the quality you get with UVerse? I'm ready to switch back to cable. Has anyone else had this problem and got it resolved? Any suggestions?

Pagermike

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You should be able to have stable Uverse HD TV/internet like I've had for more than 6 years.

I'd contact ATT Uverse Care on the link in my signature.

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service freezing skipping pausing problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

Chris
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Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

We had this same issue tonight, and have before. We are not huge TV watchers, so when there's something I really want to watch, this is super frustrating. My husband says it is happening now because when we moved they got us wireless receivers which they said were better, however, now if we're watching live TV and someone else is streaming content online in the house, then it freaks out because the bandwifth is zapped. Is this possible? If this is really what it is this seems unacceptable. We are currently looking into other cable/internet options.

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@gamberlane wrote:

We had this same issue tonight, and have before. We are not huge TV watchers, so when there's something I really want to watch, this is super frustrating. My husband says it is happening now because when we moved they got us wireless receivers which they said were better, however, now if we're watching live TV and someone else is streaming content online in the house, then it freaks out because the bandwifth is zapped. Is this possible? If this is really what it is this seems unacceptable. We are currently looking into other cable/internet options.

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No, because the priority is Uvoice, TV, internet, if not enough bandwidth to stream online it'll stop it, not the TV side.

To get things fixed, I'd contact ATT Uverse Care on the link in my signature.

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. They are available M-F 8am-11pm Eastern time (also around on weekends), response may take up to 2 business days.

This is not the regular CS/TS phone people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

We had our service installed on Oct 31st. From the get go, wireless and wired internet has been slow as molasses, disconnects , tv picture even gthe HD picture is horrible compared to the Dish net work picture we used to have, pixelates, freezes, skips and has audio drop outs. ^-7 techs have been out, all indoor equipment has been replaced, modem, dvr, cables. Everything tests good. We were told it was splices in the line, outside, port, too far from box, too close to box, the service does not work well in an apartment, wifi channel needs to be changed, formware in modem needs to be changed, wifi signal too weak modem should not be on floor, modem should not be on glass tv stand shelf, we have been told that we are not to do more than one thing at a time, ie stream more than 1 show, etc etc on our network, and also told we should be able to do all we want to on our network with no trouble. we have been told that this is it, what we see is what we get, and other times, we have been told something is wrong, but they dont know what. # supervisors have been out as well.  We are heavy users, netflix in 2 rooms, recording shows, watching tv and surfing and sometimes gaming. We have been patient, tried rebooting everything, moving things disconnecting things...we get messages when we try to stream the network is not good enough to stream, buffers, the whole network just grinds to a halt if we try to do multiole things, and even when only 1 of the 2 tvs are on and no one is doing anything else, we still get pixels, freezing, audio drop outs just the same. No tests show any problems, except once, they saw a loss of sync one time, which disconnected us...but after about 2 minutes we were back. Not sure why this service does not work so well. Never had these issues with Comcast cable. 100 down and 12 up, streaming was never an issue as well as multiple things going on in the network,a security system with 4 cameras, door locks, xbox  and pc gaming, 2 net flix accounts streaming and surfing the net, all with out a slow down or disconnect. Dish network provided our tv, crystal clear, non blurry, non pixelated, non freezing, skipping picture in HD.  any ideas?

I'm wondering if it has anything to do with the free HD weekend and they don't have the bandwidth on their side to handle it all?  All of the SD channels work fine but on wireless STB's HD skips and freezes and it didn't do that until THIS weekend

doubt it, mine has been for 3 months and does it all tvs on all channels

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@ndsimm wrote:

I'm wondering if it has anything to do with the free HD weekend and they don't have the bandwidth on their side to handle it all?  All of the SD channels work fine but on wireless STB's HD skips and freezes and it didn't do that until THIS weekend

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The "bandwidth on their side" is pretty much the same no matter how many people watch HD or SD. Except for right after a channel change (when a unicast stream is sent for a few seconds), the channels are multicast, meaning only one copy of a stream is sent down the wire for all viewers.

Do you already have HD and normally watch HD, or were you taking advantage of the preview and maybe the connection between the WAP and receiver isn't really good enough for HD.  Have you looked into sources of interference with 5 GHz WiFi?

I wasn't part of the free preview and I have had service here since April 2014 with no issues.  Funny thing is, as of this morning, since the free preview is over, I can watch HD with no skipping

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@ndsimm wrote:

I wasn't part of the free preview and I have had service here since April 2014 with no issues.  Funny thing is, as of this morning, since the free preview is over, I can watch HD with no skipping

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Maybe coincidence, maybe something else.  Are you in an apartment or condominium building?

apartment and as I stated, I have not had an issue in 8 months....

This has been a growing issue for a while, now it is prolific! Did all the required troubleshooting as per the internet since the tech did not show up for appointment. Need to try that again, altho the last note here proved that to be unsuccessful for them as well.

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@Reynoldsburg wrote:

This has been a growing issue for a while, now it is prolific! Did all the required troubleshooting as per the internet since the tech did not show up for appointment. Need to try that again, altho the last note here proved that to be unsuccessful for them as well.

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Get it fixed for good, Click the ATT Uverse Care link in my signature, send the PM, explain your situation.

Include your account #, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Is there a solution for this.

For what it may be worth I offer my fix.  A few hours ago I entered my frustrations to the forum looking for help.  I've had u verse for about 3 years with very few issues until about 2 months ago when minor freezing and pixelating lasting only a few seconds started occuring.  These became more frequent and lasted longer and longer. Two weeks ago I started "chatting" with AT&T about a fix.  After literally dozens of unplugging, replugging, booting  and rebooting I felt it was time for a technician to take a look.  Very nice young man, he replaced the reciever, gave us new remotes and thought he had solved our problem.  I'm sure he hadn't been gone for 10 minutes when all the problems returned.  That's when I posted my plea for help.  In the meantime I went to our friendly electronics store and while chatting with a teen aged sales person I unloaded the problem.  He said he'd bet that it was a cable problem.  I came home with an armload of hdmi and Ethernet cables and replaced every wire from the wall out.  Absolutely perfect picture for over 3 hours and counting.  I carefully inspected every cable and aside from some minor kinks can't see a problem.  I'm sure they all date back to the initial installation and none of the Ethernet cables had any classification stamped on them.  I'll repost in a couple of days with results.

Yes. It's feels like AT&T is using its customers as beta testers AND WE CONTINUE TO PAY PAY THEM! I've had 6 service techs and two managers come to my home over the past year. It sounds like you and I are experiencing many of the same issues. I've been with AT&T for 35 years. Even through the change over from SW Bell, and have had a good experiences with their customer service tech, billing, etc. 

On the other side, U-Verse has the rudest, and uninformed service providers I've ever seen. One service person FINALLY told me the truth. The U-Verse app has had user problems since the very beginning, and they're still working on the app. She also said that they've had many unsatisfide customers calling for a very long time. 

Actually, what they have been doing is CUSTOMER FRAUD!! Pushing this product that was never fully functional. I'm surprised no one has taken this fraud to the Attorney General.