freeze problems constantly

[LindaMN]

Hi all,

I hope this is the right spot for this. I have had problems for the last few months with my Uverse freezing and pixelating distortion of whatever we're watching. HD is bad about it,but the regular channels are bad now to. I am constantly having to reset the boxes on all 3 tv's, or unplugging the modem. I've had them out here numerous times. Today I can't even get it to stay fixed. I have called so much they gave me my techs phone # and told me to call him for the next 30 days and not call in. Well,the guy's been here a few times,changes the lines,leaves,and in about an hour or so it does it again and as time goes by,it gets worse as it has today. My internet works fine. I like uverse,better than comcast. I've had this since 2005. I am really getting frustrated. Talked to a sup and all he did was give me a discount for 6 months. I want them to send a sup out here to check it. I don't think it's a line problem in my house. I told them the boxes have not been changed,nor the modem. Any help would be appreciated!

TIA,

[akjarvie]

Hi - I have the same problem too.  Uverse "customer service" is absolutely the worst and can't do anything to fix this.  I've had 4 gateways and 3 dvr replaced.  WiFi always going in and out. Now the freezing and pixelating.  Less than 2 years of this after switching from comcast cable.  regretting the change... probably going to dish now.  I absolutely hate this provider.  good luck. i needed to vent.

[LindaMN]

I definately understand!!! I had Comcast before this and hated them..the customer service was worse than uverse and they didn't have every channel digital. I thought about going back but don't wanna. Afraid if I go with Dish then when bad weather arrives, no picture.

I can't even get them to change out my modem or my boxes. I told them well..the linemen sure can't seem to get the lines fixed after they say they are,so what else is left? The sup gave me 20.00 discount for the next 6 months and HD free for 1. Was going to give me free channels and I said what for? I can't watch 'em!!!

I am at a loss and am about to give up.

[newbee_jim]

Well, that is not good.  I am in the process of determine if I want to switch over and have witnessed the pixelation problem first hand on a friends TV. I couldn't not live with periodic pixelation. I have a Pioneer Plasma for a reason.

If you google u-verse pixilation, you will find tons of people discussing this issue.

If I were you, the first thing I would do is get a handle on your packet statistics. Find out how to determine errors and other issues.  Once you have this knowledge, you can determine if your tech is improving the situation when he comes out.

Here is an example post of what I'm referring to

http://www.dslreports.com/forum/r20599613-Pixelation-in-UVerse-TV

[LindaMN]

I'll google it and see. I understand it happening once in awhile. But not everytime I turn on my tv and not having a picture and having to reset it more times than I can count. After they mess with the lines,it works for awhile and by the end of 1-2 weeks it's so bad I can't stand it anymore. I don't know if I'd understand what to check for or not. We have a new flat screen as well,but I had these problems before I got the new tv this year to.

I really don't wanna switch..but I might.

I'll go check out the link you sent and google this issue later and see what I can figure out.

Thanks

[newbee_jim]

Have you tried pulling the power plug on all of your equipment including your TV and anything else that is connected to your STB and RG? Wait 30 seconds and then plug back in. I would do that, and follow the boot up order.  I would also reduce all unessesary equipment off your line.

It sounds more like a problem where it builds up over time and then fails. This is indicative of a piece of equipment having problems, for example, what is referred to as a memory leak.  Pulling power would temporarily solve a problem like this. Start will pulling the power plug on all equipment at first.  If it seems to fix the problem, then pull power on one box at a time until you find the offending box.

You could have a router, PC or unrelated peiece of equipment injecting bad packets on your network, who knows, even a virus that is expoiting some vulnerability that is known to hackers.

Still - don't forget to learn how to look at your packets stats - this is the most informative thing you can do

[LindaMN]

I have pulled the cord on them then plugged back in..the box, the modem,the tv(the main one all are on a power strip and I've unplugged that to.so all have been unplugged and plugged back in. After the last time he came out it was only a couple of hours and I had to reset it and it was freezing up again. So it starts again the same day. As of now it's been 2 weeks since I called them back. I couldn't get any of it to work today until I unplugged the modem 2 seperate times. It got stuck on the orange screen and just stayed there on 2 different occasions today. At the moment it isn't acting up,but it will.

[SomeJoe7777 ACE - Geek]

Those of you having freezing or pixelation problems:

Download U-Verse Realtime from www.uverserealtime.com, install it, run it and post screenshots of the IP/Profile, Bitloading, and Coax/HPNA tabs. This should give us some information on your line and its capabilities, and if there are any problems that need to be looked at.

[LindaMN]

I'm installing it..gotta remember how to do a screenshot,lol.

[RCSMG ACE - Master]

Select "save screen shot" save it to a folder on your computer.  Open a post and click on the little tree located on the little bar above the "body panel" which is the insert/edit image button.  Navigate to the screen shots and select them.

[LindaMN]

thank you..I saw that feature was already on there..here is what I have:

[RCSMG ACE - Master]

When the mods approve your pictures they will be available to for review.

[LindaMN]

ok..i can see them already though..but maybe cuz I'm the poster,lol

[LindaMN]

I have now reset it for the 5th time since noon..sick of it.

[newbee_jim]

Thanks for posting this RCSMG - it will come in handy when I get U-Verse.

Could you answer my question over here:

http://utalk.att.com/t5/Equipment/STB-network-port-question-RG-6-used-to-distribute-video-data/td-p/...

Thanks!

[newbee_jim]

Be sure to download the help documents over at http://www.uverserealtime.com/download.aspx

I read thru it and compared your data and didn't notice anything out of whack.  I by no means familiar with U-verse, so maybe RCSMG will see something.  I'd read thru the document and see if you notice anything out of whack. The document is pretty easy to read.

[SomeJoe7777 ACE - Geek]

TxAngel,

I don't see anything wrong with your VDSL line.  From the descriptions you gave, this sounds like a coax problem.  Your coax stats actually look fine, but sometimes there can be coax problems that don't show up in the stats.

Since you've had several techs attempt to fix this and it hasn't worked properly yet, I'd like you to contact David, who is a senior tier 2 tech.  He has some internal connections that can get an experienced premises tech to your house to solve this.

Contact him here.  Tell him what has happened so far, reference this thread, and give him your billing account number (BAN).  When the premises tech gets there, he probably needs to look at all coax wall plates, end connectors, splitters, and the diplexer and balun (if installed).

[SomeJoe7777 ACE - Geek]

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newbee_jim wrote:

Be sure to download the help documents over at http://www.uverserealtime.com/download.aspx

---

The help documents are also installed on your computer when you install the program.  They're available through Start -> Programs -> U-Verse Realtime -> ReadMe.pdf and TechnicalDocumentation.pdf.

[LindaMN]

Thanks..I sent an email to helprequest@sbcglobal.net. I guess Davis is at that one? I left all contact numbers,adress,problem and link to this thread. They didn't give me a case# today.

Didn't know my acct# off hand.

I'll tell the guy tomorrow about the coax and the wall plates that you said.

I have talked to tier 2 before..I even think there is a tier 3.

We'll see what happens tomorrow.If this isn't how to get a hold of David would you let me know. It directed me to 2 places.

TIA,

[SomeJoe7777 ACE - Geek]

Yep, helprequest@sbcglobal.net is correct.  He'll get back to you.  If you can get an Fxxxx case number from tech support, forward him that, it helps him process things faster.

[LindaMN]

Thank you..I'll try. I'll call them right now. Thanks again!!!

[LindaMN]

Ok they tech guy came out and said it was my profile and it was high and they don't have the capability of being able to watch 3 HD channels at one time yet,so some lineman is supposed to come out and set it to a medium profile?

Says my signal keeps dropping?  Instead of running at 90% it''' run at 40?

Hmmm..never been told this stuff before..suggestions???? Haven't heard from David yet either,sure he is busy.

[newbee_jim]

If that is true, then you should be able to disconnect one of your STB and the problem should go away.  If it does not go away, then disconnect a 2nd TV so that you only have one TV running.

When you disconnect your TV, unplug the STB and remove the Coaxial plug from the STB. That way the STB and everything connected to it will not place a load on your network. You must unplug the coax, there could be a problem with your coax in your house, this is why you must do this.

After you do this, report back and we can take next steps.

BTW: Here is a good post explaining the bit rate load on a home u-verse network:

http://utalk.att.com/t5/Equipment/Picture-Quality-is-HORRIBLE-for-a-digital-service/m-p/105507#M2010...

If u-verse truely peaks at 6MB, then you should have no problem running 3 TV's from the datea that u-verse real-time is presenting.  However, you could have a bad co-ax, or bad box hanging on the coax. so run the above test and get back with us on the results.

[RCSMG ACE - Master]

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TxAngel wrote:

Ok they tech guy came out and said it was my profile and it was high and they don't have the capability of being able to watch 3 HD channels at one time yet,so some lineman is supposed to come out and set it to a medium profile?

Says my signal keeps dropping?  Instead of running at 90% it''' run at 40?

Hmmm..never been told this stuff before..suggestions???? Haven't heard from David yet either,sure he is busy.

---

I had the same thing happen to me.  I was downgraded to the 25/2 profile from the 32/5 because of freezing pixelization, internet going down. and no phone service.  After I was downgraded everything worked great.  When SJ launched his Realtime app my current profile was 25/2 and recommended was 32/5.  After about 2 or 3 week I noticed that my current profile was 32/5 and suggested was 32/5 only I didn't have the problems.  Apparently ATT is continually working to improve our services, because I didn't complain or make any noise about having to be downgraded.  Everything works great.  I suggest you be patient and in a little time you may find yourself back at the 32/5 profile with no problems also.  Just a thought.

[LindaMN]

Well so far so good. This is the best it's worked in months. Of course,I give it a few days to act up again and I'm hoping this time it won't. The last time it didn't last 2 hours after the guy changed out some fittings,wires and replaced a filter.This has now made it since 11 am.

Keep your fingers crossed!!! Thanks to all of you!

[LindaMN]

I take that back..it just did it 3 more times and I called them and thet DID NOT do anything!!!! Said there wasn't a problem outside so they just didn't lower the profile.

I give up.

[RCSMG ACE - Master]

The tech has to call ts and have the profile lowered.  If the tech does it the profile only stays lowered for 24 hours.  That same thing happened to me.  The tech lowered my profile and all was good for about a day.  The next tech came out and called it in.  Here is something to try if you don't mind.  Call cs at 800.983-2811 and ask them if they can drop you to the lower profile.  Let them know what happened.  If they don't do it call ts using the number in my sig.

[LindaMN]

I just called them again and requested a sup. They said when the tech gets here to ask for one. I called the 888-485-3310 number. If this don't work and they don't do it I'll call CS tomorrow and ask them and call the number in your sig.

[RCSMG ACE - Master]

If a tech is coming to your house have him/her to call when they get there.

[LindaMN]

ok..he'll be here in 15 he said.