Fibe TV: Issues with pixelation

[Basti007]

Fibe tv pixilation with bell android tv box

I have random times when the fibe tv haves pixilation and even a reboot doesn't help what else can I do to resolve this problem? 

[SuperFrustrated10]

I rran the virtual repair app in my Bell but it seems kind of buggy. A couple times it got an internal server error but then if I hit ok it would continue. Now it seems stuck on the rebooting receiver screen. The receiver has rebooted and is showing the guide etc but it has been on that screen.now for 15 minutes.

Also for this:

• Check to make sure that your receiver is connected to your main Wi-Fi SSID bands and not the "Fibe TV WiFi Network" SSID. Please note that the 7802 can only be connected to the main Wi-Fi SSID if you've received the new firmware update.

Does the receiver have more than one place to connect? I went into Settings/Network and Internet and selected our regular home wifi..

[FrustratedCustomer]

Have done all of this and zero fix with any of it. About to receive a new receiver (this will be receiver #3) and a new WiFi box after finally getting to a level 3 tech support person. 
Here is my issue…when customers are having this happen and have tried all the stuff, it is exhausting to keep wasting hours again and again. 
I literally waited for the tech after taking the day off from work … supposed to come between 8-5 and he arrived well after 3:00 was there less than 1/2 hour and it was working when he left and within another 1/2 hour it was doing it again and I spent another 45 minutes on the phone only to have them say finally let’s send new equipment and see if that fixes things. I said look this is the last time I’m doing this nonsense - if this finally does not fix it I will be taking it all out and you can keep the tv stuff to which I was told oh yes but you’ll still have to pay an early cancellation fee!

If this does not fix it, good luck charging me $75. If someone cancels out of the blue for. I reason, sure - charge a cancellation fee.

when a customer has paid for the service, fulfilled all of the required things in all of the advice in the forum, on the community chats, general Google searches, as well as a ridiculous number of hours on the phone and multiple tech visits, while taking time out of my life and it’s just fine to charge people? 
We will see when the new equipment comes. 
What kind of company thinks this is okay? 
Our equipment doesn’t work but hah!!! We have the contract by you signed and agreed to but we have to do next to nothing on our end but you get to deal with equipment that does not work. 

[FrustratedCustomer]

Yes! 
It reminds me of trying to get a broken (insert the electronic device here) to work. An old lamp … jiggle the cord and it will work. Janky vacuum cleaner? Make sure to hold the power nozzle down and it works. Aside from choosing to use electronic devices that are broken and old, and taking the chance of electrocution, it’s a fix for broken stuff.
Jiggle the cord, unplug it, plug it back in. Do a reset. Update the software. Change the cord. Plug the tv box into another tv. Tell me the code in 2 point font thats on the back of the tv box. Unplug it again. Reset your WiFi. Do a hard reset of the box.

Customer pays for service.

Service should work.

The end.

[FrustratedCustomer]

Totally agree! The upgrade is nothing but a downgrade.

[Retiredandbored]

@FrustratedCustomer 

@SuperFrustrated10 

I would suggest as a next step to escalate https://support.bell.ca/resolve-a-concern#:~:text=*%20Reason%20for%20your%20concern%20I,Update:%203/...

There is a chat and email option. If you use chat just type in escalate concern. 

I personally don't use the chat, I just don't work well in chat. When I have emailed, I have always got a phone call in a day or two. 

My last experience with poor performance on the box, an on site tech identified that the issue was back at the switch at the main fibre trunk to the neighbourhood. 

I had first dealt with a tech from Montreal who logged into my TV box directly via the Mac address and identified that he was seeing congestion and that he believed that the issue was technical on network side. The tech on site has the info of the congestion, and that gateway gigahub white box gateway had been factory reset as had the 7802, so he started at the first fibre connection, the box, disconnected, and got an error code after reconnection and after reboot. He decided to go right back to the neighbourhood switches and found what he called a dogs breakfast spaghetti mess of swapped cables and ports.  He then checked the current firmware on the switch and found that it was two builds back. He set up our connection on a new port, and commented that obviously since the neighbourhood was only set up 2 years before, there had clearly been a lot of swapping cables and ports accounting for the mess. I have worked in networking and knew exactly what he was seeing without being present. 

He did some testing and gave me his phone number and said call back. Had occasional reboots prior to upgrade, but never had to call him and other than minor annoying glitches around fast forwarding and pausing of CTV labelled channels, I may not like the upgrade, but I have learned how to live with it and take tips from here and report my own workarounds. 

So could be box, but if you are on third, makes me think that there may be a configuration issue on your account or local cabling issues. 

I got lucky. I got a very knowledgeable tech who knew how to back end login see stats on box, knew it wasn't box ordered a tech who was originally a fibre and copper set up and local area installer, so he took the opposite approach to working the box and gateway and found the mess of cabling. Wonder how much of a mess is at local switches and cables that are the hub for a few houses on the street. I know we have had issues there too. 

Other benefit of escalation, is you can contact cctc for support in reaching a fair resolution to you the customer. I personally with other companies have asked for compensation in some manner for my time and inconvience not with bell as I have always got resolution except with issues with upgrade but my escalating and comments here and to executive levels and accessibility centre, along with others may have contributed to the recent second version upgrade with tutorials and FAQ additions. 

Escalation is one of the most effective methods I have found, in particular when many attempts have occurred and my frustration has reached its limit. 

Information on cctc below escalate a concern to bell management. 

Remember to document document document. 

https://support.bell.ca/how-to-resolve-a-concern#:~:text=At%20Bell%2C%20we%20strive%20to,directly%20....

[BellNick]

Hi there @FrustratedCustomer @SuperFrustrated10 @Aptic @RH514 
We'd like to take a closer look into this and have sent you a private message.
Please check your Messages within your profile avatar in the top right corner.
Unsure how to check or send a private message? See How to send a private message

[Rperetz123]

Bell recently switched to new Android boxes with a cloud-based PVR. Since the change, I’ve been experiencing a number of frustrating issues.

One of the biggest problems is the video quality. While watching live TV or sports, the picture often becomes severely pixelated, almost like there isn’t enough bandwidth to properly display the image. This usually starts after about 30 minutes of watching, and the only way to temporarily fix it is to go back to the menu and reselect the channel. Unfortunately, the issue always returns.

Another major drawback is the cloud PVR’s limitation: it only allows recording up to 30 minutes beyond the scheduled end time of a show. This is especially problematic for sports events, which often run longer than expected. The only workaround is to manually record the program that follows—but that’s far from ideal.

I’m now paying extra for these new Android boxes, and they’re not performing as expected. It’s disappointing to see these kinds of issues with a supposed upgrade.

Are you having similar issues?

[Rperetz123]

How you is to reset the decoder 

[Sbtrav]

I have changed the hdmi cable.  I have tried a bell pod.  I have even tried plugging an ethernet cable into the bell pod.  I can reboot and cleatr cavhe and it is ok for a day or so.  I shouldn't have to do this all the time. Is there an upgraded box available?  I had cogeco for years and at a much lower speed with no problems.  Do I need to try a third party streaming device?

[hayesba]

I have not changed any cables or anything else because I am certain the problem rests with Bell. After some weeks with no issues, the problem flared up again on one of our TVs.  Then it showed up on our other TV, this time on a PBS channel on March 30th.  I recorded a program & tried to watch it a couple of days ago.  Part way through the recording, it went splotchy.  I believe that Bell has an issue here.

[Retired 2]

It’s not just sports channels. For me it’s all the channels. Ever since the “upgrade” my TV has been pixelating. So now I have to use the TV as a radio because I simply cannot see the picture. No one at Bell can help.

[BellPatricia]

Hi @Rperetz123 & @Retired 2 

Thank you for reaching out to the Bell community.

We would like to get a bit more information in order to better assist. 

• Can you clarify if this affects a certain channel and which show(s) it happens on?
• Does it happen on multiple receivers?
• Are you connected via Wi-Fi or Ethernet?
• Do you have any third party equipment plugged in between the receiver and the TV (e.g. home entertainment/audio system).

If you notice the pixilation occur again please try changing the channel with your remote. At that time does the picture work for a few minutes and then freeze or switch to signal lost? 

We also recommend reviewing the helpful replies and the troubleshooting suggestions that we posted here 

Let the community know how everything is going.

@BellPatricia 

[Retired 2]

Since the “upgrade” the pixilation was happening on only one of my TVs. It occurred on live TV and also on recorded programs. I did everything you did including trying to reboot the modem. Nothing worked. I finally called tech support again and this time a woman reset the modem from her end (remotely). Voila! It seems to have worked. So I suggest when you have time you call. It took about 1 1/2 hours on the phone. You have to pray you get someone who seems to know /understand the problem and will reset everything. Worth a try since you’ve tried everything else. 

[BellNick]

Hi there @Sbtrav @hayesba 
Please checkout and try all of the recommendationsoffered and let the Community know how it goes and if you're still experiencing issues.

[Retired 2]

I learned years ago never to sign a contract with Bell because of the reasons you list. Bell is not your friend.