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? 

[Retired 2]

I have no solutions to fix the tech issues.  But I have often added up the number of days I have been without TV.  Then I called accounting and got a credit for the days I had no TV. I isn’t much but eases the pain.  Try it. 

[hayesba]

With all due respect, @Sbtrav already tried a number of fixes & it made no difference.  As for me, I can report that the problem has happened on both of my TVs, on random programs, and that the problem can be "fixed" temporarily by switching to another channel then switching back.  This might be OK when you are actively watching but is of no help if you are recording something as happened to me with my last incident.  Bell...you have a problem.

[hayesba]

I will add my two cents...The problem affects multiple channels completely randomly.  It has happened on multiple receivers.  I am connected by wi-fi & have no 3rd party equipment.  I can fix the problem temporarily by switching to another channel then switching back.  See my response to @BellNick 

[BellNick]

Hi there @hayesba 
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

[BellNick]

Hi there @Sbtrav 
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

[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.

[ellaJasmine]

I started experiencing the same thing today, have only had Fibe for three weeks, so I’m disappointed. Switching channels fixes it, short term, but is annoying. What is the reason for this? Is it damaged line, poor internet? Appreciate feedback. Thank you!

[BellPatricia]

Hi @ellaJasmine, thanks for reaching out to the Bell community 🙂

We would like to get more details so the community can help. 

• Are you experiencing this on multiple receivers or just one?
• Does this affect a certain channel?
• Is the equipment connected via Wi-Fi or Ethernet?
• What is the distance between the modem and TV receiver?
• When the pixilation occurs have you tried any other troubleshooting besides changing the channel (e.g. reboot receiver/Virtual repair tool)

We also recommend that you try moving the equipment closer together to see if that helps improve your signal. Additionally, if the modem and receiver are already close to each other try testing a direct Ethernet connection.

Let us know how everything is going.

@BellPatricia 

[Aptic]

@ellaJasmineI had the same issue, but only on the VIP7802; did a factory reset on the box and haven't had the issue since.

[Aptic]

Actually I take that back; the pixelation started back up again today.  Clearly with this happening to multiple users, it has nothing to do with my set up.

[hayesba]

I don't think it has anything to do with anyone's setup.  I think it's a Bell issue.  More than enough people have provided them with info; they should be able to figure something out.

[Retiredandbored]

From a diagnostic perspective, the root cause of this is many.  Box cabling, signal, network, etc. 

My suggestion is that everyone who experiences this repeatedly after trying the many trouble shooting tips in this thread, that you make some time the next time you experience it and contact bell TV support via phone and have them run diagnostics as is. Do not agree to repeat any of the diagnostic tips if you have already done them. 

You want them to be able to look directly at the state of the box and modem and area signal strength. 

They may refuse to go forward without having you run steps you have already done. At the level 1 first level support they are working from searches to their support data base, much the same as what we will find, but they want to see the results of each step they have to follow. 

Yes for many that will wash out the problem, only to return again.  

Ask them to read back exactly what they have documented was done to troubleshoot diagnose, and any results they may be able to see from their toilets and what they run. When they say I am going to do some things on their end, ask them what tools they are running and the results. 

Document every detail as you go along, time of day, date and support rep names and id. 

Have them read back what they documented. I correct and ask them to adjust their documentation. 

I recently concluded a call on a freezing issue and they suggested since they close up shortly to call back. I was advised when I called by an automated message that the issue was resolved and advised that it was a device issue. 

I got that documentation corrected. 

If the problem reoccurs, call back and repeat but refuse to do the steps you already did with them and ask for level two. 

Or use the escalate a concern to management link https://support.bell.ca/resolve-a-concern#:~:text=Chat%20with%20us,live%20with%20the%20Bell%20Team.&....

Unfortunately they can't diagnose what they can't see. 

If every person reporting these issues here if you haven't yet gone directly to bell and escalated, they will have more data. Pixelation and freezing are the nature of the buffering and streaming links between the back end server through the distribution servers through many layers of switch and cabling along the way until it reaches your box and then the last link is the HDMI cable and TV or entertainment device. 

If it is recurring it exists somewhere from one end to the other and the best time to diagnose is when it is happening or just happened. 

If you have to delay because you have a life, be sure to write down your device type for the Fibe TV feed, Ethernet cable, or wifi, your gateway l, modem as they call it, Fibe to home or neighbourhood, how is the internet quality, channel PVR on demand. All those questions and details often listed here. Date and time. How often have you used trick plays, FF rw pause, play etc. 

As much detail as you can give. 

Good luck everyone. I am struggling with getting a serious diagnose freezing on CTV channel labelled feeds on playback recordings where the feed then freezes at the ads that follow will fw but when, 8 finally am able to play the show the time for every skipped ad is how far into the show end up, and I have to rewind and hope I don't end up in an add. 

Three calls so far, haven't been willing to wait over twenty minutes for level 2. Next step is escalate. 

If anyone else has this CTV recording issue let me know ctry FF frequently and see if it freezes on ads. 

Good luck everyone. 

Bruce

[Aptic]

No pixelation for the last two days, but really bad pixelation today.  Only happening on the Vip7802 after having received the upgrade.  TV is unwatchable today.