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? 

[BellNick]

Hi there @RH514 
Thank you for your post and welcome to the Community.
Have you tried rebooting your equipment to see if the issue persists?
Are you able to share what channel(s) this occurs on?
How long has this been occurring or when did you first notice it?
Are you able to test a Wi-Fi connection instead of the ethernet to see if the pixilation occurs?
Looking forward to hearing back.
 

[RH514]

Hi Nick,

Yes I've tried rebooting already. No change. I've tried the wifi before I directly connected to the modem since at the beginning I thought it was related to my wifi. But then it did the same on my RJ45. The channels affected are exactly what everyone else who has answered having the same problems already told: ALL channels are impacted. So like I've written in my other message, it only happens if you haven't changed the channel for between ~5min to ~30 min and the you get this pixelation bug. And it always come back to normal if you switch to another channel and come back to where you were just before.

But I have more insight for you : maybe that will give a clue about what it is? I've made a small test and recorded a program on a schedule and let I record until the pixelation begins  I've stop the recording 10 min later to be sure I would have enough to see if it the pixelation was the same. Well actually pixelation does happen in saved program, but if you pause, go back to the program menu and play your program the the pixelation would disappear. But not for long ether

[BellNick]

Hi there @RH514 
We would recommend performing a factory reset of your receiver. To perform a factory reset of the VIP7802, please push the small button on the side of your receiver and a menu will appear on your television screen. Use the remote to select the "Factory reset" option and then continue to follow the prompts. Once the receiver has been set back to factory defaults, please let the Community know if the pixilation issue continues. If it does, please let us know:
What station it occurred on:
The date / time it occurs:
Looking forward to hearing back.

[FrustratedCustomer]

I am jumping on here trying to see what folks have done in terms of getting out of the contract because of the endless hours trying to fix it without any success. I’ve done all the things, reboot everything, check the software update for the tv box, etc. 

it seems to be similar to what’s been discussed in this thread. I’m beyond frustrated. The first time it happened I spent hours and I mean the entire evening taking to tech support. It didn’t ever fix the issue and they sent a new tv box.

When the new TV box arrived looked easy enough there was a QR code to install it. Of course it didn’t work and I spent again, hours on the phone and they apparently had major issues with this device because it was not set up so they had to have me go through a bunch of set up. 
Worked eventually and had minor hiccups in the weeks that followed. Do all the restarts etc., but eventually it became so bad that I called again. A tech person came to the house, said it was probably interference with the Apple TV box so he moved it farther away. Then he said it was probably the tv which it is not. 
then he said probably the cord and replaced the cord. He adjusted the modem settings and it worked for a few weeks.

Here I am again and it is 2:29 pm on a day that I’m waiting for the technician to show up (between 8-5). 
this is so beyond annoying I called yesterday to explain that I can’t keep taking days off for their tech people to come. I’ve already used 2 vacation days in 2025 for this nonsense yet I’m being held hostage by the contract (I never was told a contract as I had a door to door new fibe install in my area and she claimed it to be contract free).

So my question is for those who have experienced these pixelation issues. I’ve only had this service barely a year and 6 months of it has been dealing with the pixelation nonsense. 
calling gets me nowhere and I’ve called to say contract means nothing because for $100 a month I am paying for the tv portion, to see that it’s just getting worse, calls make zero difference. 
Since the equipment clearly has some major issues, anything we can do as a customer?

Pixellation issues aside, I’m equally upset that the sales person who truly sold us on the huge PVR space (no more lost recordings to space), then only months later that went out the window. 
I record a show and sorry life happens … thought the huge storage meant that I can watch the shows when I have time and when there is not hockey season lol.

Nope- now Bell has decided that they will automatically delete shows older than 60 days. So I really love that I now have all these shows that have episodes deleted and when watching them on demand, I get to watch all the stupid ads. 
Bell has made the service way worse and I absolutely would never have committed to this or ever signed any contract at all for that but they go and change it up in the early part of my service. 
Now this pixelation stuff is basically meaning I get to suffer or burn through more of my holidays sitting around waiting for someone to show up. I am not unreasonable, I get the brakes changed…yes general service comes with anything these days. But I’m paying full price for this nonsense and after 2+ hours on the phone yesterday all I received was a crummy $15 a month credit for 12 months and a spike in my blood pressure. 

I can’t imagine dealing with this for another year. 
Anyone have any solutions?

[SuperFrustrated10]

I also have been experiencing this issue on one of my Fibe Android boxes. It only started with the terrible recent upgrade but could be unrelated. I have checked every possible point of failure and it is definitely the android box. I have done all the steps mentioned including the full factory reset. I have noticed the box is very hot even though it is in the open, not covered etc. 

[RH514]

Like I've already said, I know the reset is the solution. But I also know that the issue will come back as it does for everyone else commenting here. I have since reseted the receiver. But instead of repeating to everyone commenting here to describe the problem that has been described plenty of times already, you should probably relay this problem to the engineers that have made this receiver. Because clearly, you're not really helpful here and keep repeating the same lines again and again while the problem is very clear and explained in many different ways by many different users. This problem is not a user problem, it is a bug affecting way more user than just a couple defects bug here and there.

Why i'm telling you to escalate to engineers? Because it has become a recurring problem! And because you just repeat the same lines in order to troubleshoot. But in the end, it's still a problem and it's your product! So fix it instead of finding ways to cut corners! 
 

[Aptic]

I too am experiencing random instances of pixelation on various channels with the VIP7802.  Started yesterday. 

[BellNick · Accepted solution]

Hi all,
If you are experiencing pixilation issues there are a couple of recommendations we have that you can attempt:

• Try running our Virtual Repair Toolas it is great for remotely detecting and fixing issues.
• Try running our Wi-Fi check-up toolto ensure your receiver(s) have a good Wi-Fi connection.
• 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.
• If you're connected to Wi-Fi, please try an ethernet connection if possible (and vice versa).
• Reboot your receiver and modem (either from the settings or unplug it from the power for roughly 2 minutes, plug it back in and wait for it to boot back up).
• Try a factory reset of your receiver.
• Test different channels to see if the pixilation happens with particular channels or multiple channels. If only particular channels, please specify which channels.

[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?

[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. 

[mammanorm62]

One post says HD channels don’t have the issue - I do as I only watch HD.  
I’ve switched the cable, the port, and rebooted all.  Still happens when I use the bell fibe box.  Does not happen if I stream from my tv any and all services (Netflix, prime, etc) but does when I use box.

these are pictures throughout the day.

 

 

 

[BellNick]

Hi there @mammanorm62 
Thank you for your post.
Please checkout and try all of the recommendationsoffered and let the Community know how it goes and if you're still experiencing issues.

[SuperFrustrated10 · Accepted solution]

Running the repair app seems to have solved the issues.