topic VIP5662 Sound cutting in/out constantly. in TV & Streaming

VIP5662 Sound cutting in/out constantly.

CGirard — Thu, 13 Jul 2023 18:21:12 GMT

Arris VIP5662W 4K

Sound cutting in and out constantly on all channels. My Prime channel works as well as Netflix.

I have replaced the box once through Bell. Worked fine for a bit. Have now replaced 3 different HDMI cords. Set digital audio output to both Auto and PCM.

Really starting to get fed up with service. Any help would be greatly appreciated. Thanks in advance.

Re: Sound cutting in/out constantly.

BellPatricia — Tue, 06 Sep 2022 19:25:40 GMT

Hi there @CGirard. Welcome to the Bell Community, and thanks for all of the troubleshooting steps you've completed.

Is this happening constantly, or at a certain time during the day? Do you notice any Internet issues when the audio cuts out? Are there any video/audio issues on the TV from other sources such as a DVD player?

If the sound continues to cut out a great tool to use is our Virtual Repair tool We recommend running it when the issue occurs as it will help detect and fix issues and optimize your service.

Let the Community know how everything goes.

- Patricia

Re: Sound cutting in/out constantly.

Menothappy — Tue, 21 Mar 2023 19:23:32 GMT

It’s a constant problem I have the same issue. And it’s a new box as well as cables have been changed several times

Re: Sound cutting in/out constantly.

BellPatricia — Thu, 23 Mar 2023 14:28:50 GMT

Hi @Menothappy. Welcome to the Bell Community 🙂

In order for the Community to help, we invite you to share more information related to our questions in the thread above.

Also:

Is this affecting all channels/shows and recordings, or just something specific?
Is the receiver connected to Wi-Fi or directly to your modem via Ethernet?

Can you verify which Audio setting is selected, and let us know? On your remote click: Menu > Settings > Audio and visual > Digital audio.

Look forward to your reply,

- Patricia

Re: Sound cutting in/out constantly.

Menothappy — Thu, 23 Mar 2023 20:19:08 GMT

It’s a continuous problem on all channels. Sounds cuts picture freeze sometimes. When whtching a recording it actually skips on its own.
and that only on cable channels. It dose not do it while watching Netflix or amazone

Re: Sound cutting in/out constantly.

BellPatricia — Fri, 24 Mar 2023 15:50:03 GMT

Hi there @Menothappy.

Can you clarify if your receiver is connected to Wi-Fi or directly to the modem via Ethernet, and which Audio setting is selected?

If connected wirelessly, are you able to test a direct Ethernet connection?

If you haven't already, we also recommend using the Virtual repair tool that we linked to above. Simply run Virtual repair when you experience any trouble, it can help detect and fix issues as well as help optimize your service.

Let the Community know how everything is going.

- Patricia

Re: Sound cutting in/out constantly.

kobs — Mon, 19 Jun 2023 23:16:51 GMT

Same here I'm new to bell switched last week and the sound is cutting in and out, very frustrating

Re: Sound cutting in/out constantly.

BellNick — Tue, 11 Jul 2023 17:48:48 GMT

Hi there @kobs
Thank you for your post and welcome to the Community.
Have you had a chance to try any troubleshooting steps listed above that you can share with the Community or how your service is set up?
Looking forward to hearing back.

Video and sound not in sync

AlvinD — Mon, 30 Oct 2023 13:11:05 GMT

Why does the sound lag the video by over a second on all my channels, even in the commercials? Have Homehub 3000 and VIP5662W Fibe receiver.

Re: Video and sound not in sync

AlvinD — Sat, 28 Oct 2023 22:47:20 GMT

Found that a reset/reboot of the Fibe receiver appears to have fixed the problem.

Re: Sound cutting in/out constantly.

rprs — Thu, 07 Dec 2023 10:43:57 GMT

I have the same issue and have replaced the receiver 1 time. Tested with direct ethernet & wireless, still cutting in & out. Set to digital audio and no change. Used TV speakers and sound bar with wireless & IR connection.

Re: Sound cutting in/out constantly.

BellPatricia — Fri, 08 Dec 2023 16:16:54 GMT

Hi @rprs,

Welcome to the Bell Community.

Can you clarify which TV receiver you have?

We recommend plugging the receiver directly into your TV set, without any third party equipment in between.

Please test that out, and let the Community know if you are still having trouble.

- Patricia

Re: VIP5662 Sound cutting in/out constantly.

RonM — Sun, 04 Feb 2024 02:18:54 GMT

I've had similar ongoing issues. Have had modem replaced, TV boxes, cables, wifi pods as well. At least three visits from Bell techs. Found this thread. Was having the same problem again tonight. Very frustrating. Started looking around settings. In audio settings I turned off surround sound (I use only the TV's native speakers) and all the skipping and stuttering stopped immediately. It's still out of synch by a noticeable amount but at least I can understand the speakers.

Re: VIP5662 Sound cutting in/out constantly.

Thosh — Mon, 05 Feb 2024 14:11:35 GMT

We've experienced something similar, often paired with video glitches or freeze-up, on 2 of 3 VIP7802 receivers. I suspect it is a loss of synchronisation somewhere along the chain and might even be between the receiver and the TV. We've resolved it by rebooting the receiver or by restarting the TV and, notably, the one setup that has not given us these problems is connected to the newest TV but it's also the least watched. It was happening with annoying frequency a couple of months ago, not so much now, but maybe that's due to my wife having learned how to reboot and I haven't been hearing about it as much.

Re: VIP5662 Sound cutting in/out constantly.

JF448 — Sun, 10 Mar 2024 00:12:53 GMT

Same problem here. Sounds cuts. It was really anoying in front of all my family during SuperBowl weekend, did not make a hood press for Bell. All my other streaming devices are plugged with the same quality of cables, all plugged with ethernet cables and running 4k.

Only the bell box as that sound cutting problem. Tried everything seen on this thread but problem is still present. Can someone at Bell figure this recurent problem? Thank you

Re: VIP5662 Sound cutting in/out constantly.

BellPatricia — Mon, 11 Mar 2024 19:13:29 GMT

Hi @JF448,

Thanks for reaching out to the Bell Community 🙂

The Community still needs a bit more information in order to help you.

Which TV receiver and modem do you have? Is there any third party equipment set up between the TV receiver and your TV set? Can you share what Audio setting you have selected too?

Does this affect multiple channels/shows or just something specific such as sporting events?

To start we recommend trying out a different HDMI port/cord. As you mentioned you are connected via Ethernet, can you test a Wi-Fi connection to see if you notice any changes?

Please also clarify which troubleshooting steps you have already tried from the thread above.

Hope to hear back from you,

- Patricia

Re: VIP5662 Sound cutting in/out constantly.

JF448 — Mon, 11 Mar 2024 19:15:55 GMT

TV RECEIVER : VIP5662

MODEM : Brand new GIGA Modem

Affects everything that I watch on my Bell receiver.

Tried new HDMI cable, Other HDMI input, Reboot, Restart, All Audio options in the receiver Settings, Wifi or Ethernet.

I use 3 other devices (PS5, Roku Ultra, Google TV) with the same set up and none are having this problem of sound cutting.

Thank you

Re: VIP5662 Sound cutting in/out constantly.

RonM — Mon, 11 Mar 2024 20:24:22 GMT

Sony 65" TV

No third party devices

Using internal TV speakers

I've tried new HDMI cables

Affects all channels

I've also had two service calls by Bell technicians and they have not been able to identify or fix the problem. Look it up in your service logs.

This always happens after general power failures and takes several days to get back to normal.

Reading other comments this seems to be a widespread problem with similar characteristics among numerous other Bell Fibe customers.

This is a premium service at a premium price. If Bell doesn't get this fixed, I'm moving my service to the other guy.

Re: VIP5662 Sound cutting in/out constantly.

BellPatricia — Tue, 12 Mar 2024 13:32:56 GMT

Hi @JF448 & @RonM,

Thank you for sharing more info with the Bell Community.

Do you have a VAP connected? Does this only happen during Live TV, or during a recording/On Demand too?

Which Audio setting do you currently have selected (Stereo, Surround sound or Enhanced Surround Sound)? You can check on your TV receiver using the steps below

Menu
Select Settings
Select Audio and visual
Select Digital audio

@JF448 Can you clarify if you have any third party equipment plugged in between the 5662 and TV set as well?

- Patricia

Re: VIP5662 Sound cutting in/out constantly.

JF448 — Tue, 12 Mar 2024 13:37:55 GMT

No VAP, happens on recordings AND/OR Live TV

Sounds cuts with all 3 audio settings.

nothing else then a HDMI cable between TV receiver and TV.

Tried to use ethernet and HDMI cable on PS5 and Roku and none had sound cutting, only the Bell receiver does.

Thank you