1 Message
Freezing Picture on all channel and all TVs
For past week I have had picture freezing on and off on all channels and all TVs. I called the support and they sent me a brand new gateway and a new TV receiver. all cables are new and firmly attached . after installation No change. Still getting picture frozen on and off on all channels and all TVs. After a new internet company started digging in our streets to lay their new cables, our neighbors have also had slow AT&T internet trouble all week but I am the only one with freezing picture. My internet speed is great actually. Neighbors have had AT&T technicians over and apparently they are lost and can not find anything wrong with the network in their houses. Thinking of dropping AT&T TV and go to XFinity. Any solutions?
baseballisback
ACE - Professor
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7.8K Messages
7 months ago
It sounds like the company digging caused the issues, especially since the neighbor has issues. Switching won't solve the problem.
@skeeterintexas what's the current situation here? It used to be to contact the third-party damage claims company, but I don't think that still is the case.
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skeeterintexas
ACE - Expert
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28K Messages
7 months ago
Unknown…..you can’t blame AT&T this time. That would be the “other” ISP working in the area.
If the OP knows who this new ISP is, perhaps they can contact them. 🤷♀️
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baseballisback
ACE - Professor
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7.8K Messages
7 months ago
And yet the OP wants to switch...to, apparently, the one that caused the damage!
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helpme12
Teacher
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28 Messages
7 months ago
We've experienced this problem ever since getting uverse 5 yrs ago. Happens more in the winter but this year, all year long. Since it's sporadic, they won't compensate on the bill. Very frustrating when trying to watch tv and then missing so much of it having to change channels or wait for it to come back! I believe it's line overload. A shame we pay such high cost for so little. We mainly just use uverse for the news or sports and stream netflix for any thing to watch in the evening but as seniors, it's a pain to have to cast and how much more electricity to use yet another device:( Is that helping global warming or our health with all these electronic devices on??
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OttoPylot
ACE - Expert
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24.9K Messages
7 months ago
If it happens more in the winter, when it's cold and rainy outside, maybe it's moisture etc at the connection points and if it has gotten worse, then that could be caused by rust or corrosion from the excessive moisture. A service call may be a good idea to at least verify the physical connections.
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helpme12
Teacher
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28 Messages
5 months ago
Followup, so I decided to give them another chance and they sent out a box for me to install. I (a senior) spent 2 hours getting up and down and on the phone as kept getting error message, injured my poor knee and was told the box was defective so they'd send me another one. AGain, same error message with new box so I gave in to having a tech out again. He comes, has no idea WHY he's there even tho I explain 3xs', then he says "wrong boxes" goes and gets a different one, installs and leaves. 3 hours later, tv freezes again! And he couldn't take the 3 other boxes, I had to return them by fedx! By now, I've had it so I write BBB as no one, esp the Supervisor in billing who promised I'd get a bill adjustment finally, calls to see if fixed and when I get call, get same run around PLUS I got charged the tech fee, $105, PLUS added $10 receiver fee!!! First i was told they'd take $50 off. NOw dealing with office of President Person who wants to send out yet another tech and $100 off for all my trouble. Like that is enough?? So much for my loyalty...
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