Fibe TV error 1038a

[MRT1]

I’m wondering if anyone has experienced having to reboot their Fibe TV regularly. I have been a Bell customer for almost 18 months and have always had to reboot my TV every couple of days.  Usually the error code is 1038a.
I assume this is not normal.  When I was with Rogers I would occasionally need to reboot the TV maybe 2 or 3 times in a year. With Bell it is well over 100 times in a year.  
I have replaced the Fibe TV box twice and the modem once.  Four different Bell technicians have come to try to rectify the problem but it has not been resolved.  Has anyone else experienced this problem and found a way to resolve it? Thanks.

[BellNick · Accepted solution]

Hi there @MRT1 
Thank you for your post and welcome to the Community.
Error 1038a is a result of a loss of internet connection. 
Are you able to share how your receiver is connected to the internet (Wi-Fi or ethernet connection) and have you attempted both connect types to see if the issue persists?
If on Wi-Fi, are you able to move either your modem or receiver so they are closer together?
If on Wi-Fi, are you able to check and share which SSID your receiver is connected to (your main Wi-Fi network or the Fibe TV Wi-Fi network)? If it shows Fibe TV Wi-Fi Network, do you see and are you able to connect to your main Wi-Fi SSID?
Does this issue occur when you are watching live TV, On Demand, other apps or all?
Looking forward to hearing back.
 

[JayceeEm]

Every day!  Sometimes a couple of times a day.  But Bell keeps telling me that my wifi / tv are testing fine and want to charge me $75 to come out to look at it.  Imagine charging a customer extra to investigate why there is a need to have their service to me repaired when it’s their equipment!  Don’t I already pay for that on my bill?  Isn’t their service to me guaranteed?

[MRT1]

Thanks for responding. My receiver is connected via WIFI, not Ethernet. The modem is about 15 feet away from the tv. It cannot be moved any closer given where Bell installed the modem.  It is connected to our home WIFI network.  The issue occurs when I turn on the tv.  Usually the tv guide in the screen is not populated with any programs. Just blank. As I mentioned I have to reboot every 1-2 days and this has been the case for about 18 months. It seems there is no solution since I have changed the box twice the modem once and had 4 technicians try to fix it.  I’m surprised no one at Bell has a theory of why this continues to occur, especially since it seems to happen to other customers. Please help. This is not good service.

[BellNick]

Hi @MRT1 @JayceeEm 
We'd like to take a closer look into this and I've sent you both 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

[Richard10]

We’ve got similar issues. We’ve received new puck sized cable boxes and an extender over a year ago. We used to have to reboot system or Giga hub daily. Now we experience sound drop or screen freeze or pixilation constantly. My wife has to unplug and plug in the very hot extender every night. If it wasn’t such a hassle switching companies, options and programs I’d be gone long ago.

[BellNick]

Hi there @Richard10 
Thank you for your post and welcome to the Community.
Does the pixilation and sound drop occur right before you receive error 1038a on your screen?
Are you able to share which modem you have?
Is your receiver connected via ethernet or Wi-Fi connection and if able, have you tested both to see if the issue persists?
Looking forward to hearing back.