S

New Member

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5 Messages

Fri, Feb 12, 2021 1:29 AM

Closed

New Router Slows TV

Since installing a new AT&T router, the Netflix on my smart TV is slow--long to load and pixelated presentation. The TV is 6.5 years old but was working great with the old router. All tests show that the new router is working at full Wi-Fi speed. No issues with other Wi-Fi devices. I can watch Netflix on my Mac computer so it does work. Any thoughts?

New Member

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5 Messages

1 y ago

Thank you for the advice. However, all those things have been done including resetting the router and devices multiple times. This is frustrating. Thank you for your time.

ATTHelp

Community Support

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192.1K Messages

1 y ago

Let's see if we can get your Wi-Fi back up to par, @strikingT.

 

What internet plan do you have?

 

How many devices do you have connected?

 

We recommend that you use our Smart Home Manager Tool. You can  manage your devices and see if you need an extender for your Wi-Fi.

 

Let us know if this helps.

 

Marc, AT&T Community Specialist

New Member

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5 Messages

1 y ago

Marc,

Thanks for jumping in. I have the Internet 18 plan.

Ping: 21ms

Jitter: 3ms

Download: 22.1

Upload: 1.1

I have used the Service Checkup and no issues found. I have used the Smart Home Manager Tool and everything looks good. I have reset the router multiple times.

The old router worked fine for all my devices but it was giving out after several years of use. The new router seems good for all things I have but the TV. Netflix connects but is very slow with a pixelated presentation. I have reset the TV as well but no change.

Thoughts?

Best,

Mike

ATTHelp

Community Support

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192.1K Messages

1 y ago

@strikingT

 

Let us get a bit more information:

  • Is your TV capable of running a speed test?
  • Is the router connected directly to the wall or a power strip?
  • Is there any electronic clutter surrounding the router that could be causing interference?

We want to make sure this isn't being caused by an environmental issue.

 

Aminah, AT&T Community Specialist

New Member

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5 Messages

1 y ago

The TV is not capable of running a speed test. The router is connected to the wall. There is no electronic interference around the router. Any thoughts?

browndk26

ACE - Professor

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4.6K Messages

1 y ago

Since you had a new gateway installed, try forgetting the network on the tv, then reconnecting to the new gateway network again. What dns server is set in the tv settings? Try changing to 8.8.8.8

my thoughts

Employee

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19.2K Messages

1 y ago

I suspect the issue is your previous gateway (older model) was 2.4Ghz wifi only while your newer unit is a dual band offering both 2.4Ghz and 5Ghz wifi signal. 

Do you know which band your tv is connecting to?

If the 5Ghz band (n/ac) has a shorter range than the 2.4Ghz b/g/n band, may need to purchase a wifi range extender to provide a more stable connection.

What model was the previous gateway? (510, 589, 3600, 3800, 3801, 3812 with i38hg, 5031, 5186 are all 2.4Ghz wifi only) Dual band models (likely current) are the 210, 320, 599, 5268.

If not sure of connection can either use the Smart Home Manager app or access the gateway from a connected device using 192.168.1.254 look at bottom of main screen should have list of all devices and how connected along with signal strength... post that screen if desire. 

New Member

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5 Messages

1 y ago

The old Gateway was a 3600.

However, I tried resetting the TV again and ran into problems updating the software. After nearly two hours of resetting excitement, the TV was working and my connection to Netflix has resumed its former high speed self. So, at present, everything is working. Go figure.

Thanks for taking the time to help out. I will keep in mind your suggestion about the dual bands.

Best,

Mike

ATTHelp

Community Support

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192.1K Messages

1 y ago

We're glad to hear everything is working again, @strikingT!

 

If you ever need any further assistance, don't hesitate to reach back out to us. We'll be here to help!

 

Thank you for being a part of our AT&T Community!

 

Donovan, AT&T Community Specialist

New Member

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2 Messages

6 m ago

This old post helped me in 2022 lol

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