Pandora and DISH problem

[snelson600]

I have used Pandora on DISH for 2 years, through 3 new T-Mobile gateways, my latest being 2 months ago. Since then I have experienced DAILY intermittent issues with Pandora.

What happens? Any one or two of the following: 

1. Pandora loads and plays 1 or 2 songs then freezes. 
2. Pandora stalls and takes 30-60 seconds to load image then freezes
3. Pandora stalls and takes 30-60 seconds to load image then screen "Cannot connect to Pandora please check your connection" appears.

What have I done so far?

1. I have reset the DISH hopper 3 times.
2. I have uninstalled and reinstalled the Pandora app to my DISH account
3. I have cleared the cache and data.
4. I have attempted to use a chat on DISH (useless)
5. I have relocated the “booster” for my T-mobile WI-FI system.
6. I have confirmed the latest Pandora version 4.2.4 is installed.

I have NO problems with other apps on DISH (Spotify, YouTube, etc).  Pandora plays flawlessly on my phones and computers, so I feel it is NOT an internet issue.

I just can’t figure out where the root of the problem is? Appreciate any input, thanks!

[AlyssaPandora]

Hi, @snelson600. 👋

Sorry to hear you're encountering those error messages and freezing issues. Thanks for providing such a detailed breakdown of your troubleshooting; it’s incredibly helpful to know that other streaming services are running fine.

To help us try to narrow this down, could you share the make and model of your TV?

Additionally, does the freezing usually happen around the time a screensaver would appear, or is it completely random during playback?

[snelson600]

Hello Alyssa, Thanks for your response! The freezing is completely random. It only occurs on the TV connected to the DISH Hopper, and then, of course, mimicked by the DISH Joey. The TV is an older (2012) SHARP, non-smart TV (sorry, can't tell you model right now). We have had had NO issues in the past with the TV, it was made when electronics were made to last .
These issues with Pandora do NOT occur on our phones or laptop or desktop computer.

I was able to have a chat with DISH, and they are blaming our internet speed. It's true, our internet service is weak and variable at times (T-mobile) due to our location. But before introducing our new "bigger and better" T-mobile Gateway we did not have these problems. But, again, no issues on any other device.
I suspect somehow it is a T-mobile issue. I will have the opportunity to call them today, but any input/suggestions from you would be welcome! Thanks again for replying! 
Best Regards, Susan Nelson

[AlyssaPandora]

Hi, @snelson600. 👋

Thanks for the update. Since everything else in your house is streaming Pandora flawlessly, your instinct about the T-Mobile Gateway seems spot on. All the steps you're tried are part of our general troubleshooting for an issue like this. In the meantime, we can share your feedback with our device team around your experience.

Please let me know what you find out from T-Mobile; your experience could really help other community members facing the same setup issues.