I've had a very similar experience, but AT&T is not being as responsive as they were with you. The freezing/tiling/etc began in April 2009, and has continued since. I called in April, and several times in May, they erased all my recorded shows without warning me, they tried ignoring the issue and not calling back. I put up with it for a coupel of months (had to actually get on with my life!), then in August I dove back in and after over 30 calls to separate people and all sorts of trouble, a premises tech came out and determined that in my ORIGINAL INSTALLATION, I had got a bad DVR AND bad Gateway! He swapped them out, of course, and every thing seemed to be better, until I got my next bill and AT&T tried to charge me for "New receiver installation"..! I spent over an hour on the phone getting that taken care of, but meanwhile AT&T was not acknowledging that I had paid for over6 months of service that I did not receive. Finally in October they offered me a ONE-MONTH account credit! Horrible corproate attempts to evade responsiblity, and I am REALLY disappointed in them. I was only looking for some integrity and a "sorry, we goofed", as well as some timely response, but I got neither, and am still waiting. meanwhile, the service has once more begun to deteriorate: I hav been getting no sound out of my HD channels for nearly the past week, and the freezing is beginning to come back! I called last week, and – after spending literally over 30 minutes wandering through the automated system, I got a chap who said he'd take care of the matter, but nothing has changed!! argh!!