Fibe TV receivers simultaneously stop broadcasting

[unionhouse]

Hi ... we have 3 older FIBE TV receivers ... two VIP 2502 located on main floor and one VAP2262 with associated WPS-VAP3400 located in the basement rec room ... starting May 2nd at the same time, all three of our receivers stop broadcasting.   The 'red' light goes on ... the 'green' wifi light goes and the 'blue' light stays on. 

The 3 'white' lights on our HUB3000 remain white except once when the 1st white light turned 'red' and the message said 'loading'.   The other 2 lights on the HUB3000 remained 'white'.

Our Internet and Home Phone all OK and remain working.

May 2nd it happened 3 times - around 4AM - lasted approx. 15 minutes, 8:15PM - lasted approx. 20 minutes, and then 11:40PM - lasted approx. 15 minutes.

May 3rd it happened 2 times - around 8AM - lasted approx. 10 minutes, 4:35PM - lasted approx. 15 minutes.

I have contacted Bell, once via Chat and 2nd spoke to Rep.   By the time I get connected the TV's have all come back on and they cannot find anything.   They keep telling me to check all my cords, wires, plugs etc. etc.    

We live in an area with high volume of limestone plus, high high volume of University & College student movement.  There is a large JWI Box at the top of our street which I have called in tickets as the handles get broken by trouble makers and doors wide open with all of the wires exposed to the weather etc. 

We have never had TV only go off this many times before and I was wondering because of the high Student inward/outward movement would movement of wires in the JWI box impact us?  

I hope this all makes sense and many thanks

[BellPatricia · Accepted solution]

Hi there @unionhouse,

Thank you for reaching out to the Bell Community 🙂

We wanted to check in with you to see if you've had any more trouble with your TV service.

If you do still need help can you let us know if you see an error message pop up on your TV screen when the issue occurs? Does your service resume on it's own, or do you need to take any steps to restore TV (such as rebooting the modem/TV receivers)?

If the receivers are connected to Wi-Fi, is it possible for you to to test a wired connection by plugging an Ethernet cable directly from one receiver to your modem? Then check to see if that receiver looses connection at the same time as the receivers that are connected via Wi-Fi.

If you continue to have trouble we also recommend running the Virtual repair tool at the same time the issue occurs. Virtual repair can help optimize your service, as well as detect and fix many issues.

Please keep the Community posted, we will be here for you if you need anything else.

- Patricia

[unionhouse · Accepted solution]

Thank you so much Patricia for checking in with me.   The TV service resumes on it's own after 15 or 20 minutes.

I have had no further trouble with our TV service.   

Thanks for the great tips.   If it happens again, I will certainly complete these tips and keep you and the community in the loop.

Thank you again for reaching out to me.  Very appreciative!