US Telco Support → AT&T → AT&T U-verse > Freeze ups

Freeze ups

We had our U verse tv system installed on September 11, 2013 and in the past 3 weeks that we have had it, it has frozen up on us 5 times. The first 3 times we were able to resolve the issue with a hard reset, though each time it increasingly required several attempts. Last night it froze and each attempt at reset ended with nothing but a red X. We called tech support in the middle of another attempt, but by the time we got through, the receiver finally reset. This morning it froze again and we called tech support, after several attempts it was resolved, however, we lost all of our DVR recordings and we never erased them. Tech support said nothing can be done unless it freezes on us again. I also just noticed the cooling fan isn't working. Our receiver is the VIP1225 and quite honestly I'm very disappointed.

Which modem do you have?

AT&T 2wire 3800 HGV - B, with a speed of 24 Mbps. The tech already remotely reset the modem. During our freeze ups our internet and phone are still working.

Sounds like your DVR is failing -- likely a hard drive failing based on the Red X and then upon reboot it loosing the recordings (when it rebuilt the software trying to self heal itself) -- I had that issue with UVerse when I last had it (ended up cancelling for cable) so I never did have them swap the box.

If you have a Windows machine, download & install U-Verse realtime from uvrealtime.com, and post screenshots of the main, bitsloading, and error pages, for a start

Is the DVR on Ethernet or Coax/HPNA?

Going from your line stats, looks very solid

If the DVR (or any receivers really) is on Coax/HPNA, run the HPNA Extended test via the RG's GUI @ 192.168.1.254 & then post the HPNA tab from Realtime

If the DVR is on Ethernet, or if the HPNA test is clean with the DVR on Ethernet, then most likely you got a DVR that is on its deathbed

You should be able to get tech support to ship you out a replacement DVR, or a tech can be scheduled to look it over & replace if necessary

Definitely On Ethernet I'm Not sure how to set up the hpna test on the modem.

I think the HPNA tab in Realtime actually has the link to begin the HPNA test. You do need the 10 digit System Password from the modem's label to run the HPNA test, and any TVs on HPNA will be temporarily disabled as the test runs

Either you have no HPNA/Coax connected receivers, or none of them are working -- no HPNA link is showing as detected there

Hopefully I did the test correctly, I have one receiver, definitely connected through Ethernet, no coax, presently it is running as well as my phone and internet.

If you only have the one receiver (the DVR) connected via Ethernet, then there is no HPNA network to test -- no worries. I did not realize the DVR was the only TV you had connected on U-Verse

Long story short, call into tech support @ 800.288.2020 or email uversecare@att.com and arrange either a tech visit or a replacement DVR via shipment

I would recommend the phone route for this one - as it is a fairly standard request.

If you want to email the Social Media Team (uversecare@att.com), they will need your full name, address, BAN/Account Number, good contact phone number(s)/email address(es), a link to this thread, and a quick summation of the issue/requesting a DVR replacement

Thank you so much for all of your help. Should I mention the results of these tests when I call?

You can, but depending on the agent you get, they make think you are speaking Greek, or they may understand and overnight you a DVR

The agent you speak with can basically run the same tests thru some AT&T internal testing tools, and some additional ones as well -- the data points to needing a replacement DVR, unless there is something else in play that can't be seen from Realtime (which I highly doubt)

If you are so inclined, you could call now -- Tech Support is available 24/7 -- just tell Mr Voice Response "U-Verse Technical Support"

Thank you again for all of your time and input. Hopefully I will speak with someone as compassionate and thorough as you. You are a credit to your work.

Thanks Again so much for all your help called there tech support this morning got lucky and they are going to ship me a dvr overnight