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rafaoba
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14 Messages

Saturday, October 22nd, 2022 8:35 PM

ATT Uverse -- On Demand Skips, Freezes, Unusable

We have only one television set; for 10+ years, we've had U-Verse TV. A couple of years ago, we were given a new Arris VIP 2250 DVR. The DVR is wired to our AT&T U-verse Pace 5268AC Gateway Router. We also have AT&T Fiber Internet, which is super fast. It’s our understanding On-Demand programming is accessed through the Internet. Problem: We can’t see On-Demand programs because the audio/video freezes and skips. DVR is connected via a new HDMI cable to TV. Any thoughts? (All other U-Verse TV services work just fine.) Thank you.

This problem has existed for years which forced us to move away from On Demand programming. We've purchased movies that we couldn't see. We've called customer service on various occasions and have gotten no helpful assistance to fix this bothersome problem. 

Thank you.

ATTHelp

Community Support

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215.7K Messages

8 months ago

We'd be happy to help you with your AT&T U-verse DVR, @rafaoba.

 

We recommend that you try the troubleshoot and resolve tool on your U-verse TV by following these steps:

  1. Press Menu on the U-verse Remote Control.   
  2. Scroll down to Help, then press OK.   
  3. Select Information.
  4. Scroll to Troubleshoot & Resolve, then press OK.   
  5. Select the service you want to troubleshoot and allow the interactive diagnostic test to run and complete.   
  6. Follow the onscreen instructions to resolve. Other options may include dispatching a technician or speaking to a Customer Care agent.

Are you experiencing any error codes when trying to watch on demand? Answering this will help us understand how to resolve your concerns.

 

Please reach back out, and let us know if this helps.

 

Latoya, AT&T Community Specialist

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