Picture Freeze, Pixelate or Black Screen on 2262 & 2502, 5662

[ImFrustrated2]

July 16 upgraded from Copper to Fibre and got new Giga Hub modem. We have 4 receivers (VIP 2262 hardwired to the mode, 2 x 2502 wifi receivers and one VIP2202 with a VAP for wifi connection) 5-6 year old Sony TVs

Sometime after the upgrade I noticed picture would pixelate and freeze for a second. Bottom two inches of picture would appear at top of screen when the picture came back. I resolved this by going to settings/picture/resolution and resetting 1080p.

Nov 7 called Bell and was advised that one of the wifi receivers showed error codes. New one was sent. I paired it and rebooted everything. Issues continued. Nov 14 call to Bell and reboot everything including the VAP in a specific order.

Nov 20 Tech came to house and rebooted everything again (not much help)

Dec 6 Call to Bell and replace modem was the recommendation. Dec 7 new modem installed. Hard wire receiver paired ok, unable to pair wifi receivers. Call to Bell, unable to pair at their end and tech appointment made for Dec 10.

Tech on Dec 10 was excellent. All receivers paired, checked modem signal and went to the box 2km away and put us on another feed. Advised that being 31 of 32 feeds with the 3GB upgrade was too much. He changed us to a 64 feed line that was not full.

20 minutes after the service call was closed the freezing occurred. This has occurred on all four boxes and on several different channels. City Tv 1204 between 7 and 8 pm is a guaranteed occurrence. This has never occurred when watching Netflix, Apple, Prime or Disney via a Roku Stick

This tech suggested that the receivers we have are old and the new Fonse Android receivers might be the answer? but would require rental. I also received information from a friend that a Firestick might be the answer, if the Roku stick was fine. Firestick would also limit the number of receivers needed.

December 10 I installed the Firestick 4K Max and updated it. Watching City TV on the Bell App via Firestick and the guaranteed occurrence occurred between 7 and 8 pm. Watched Prime for 3 hrs via the Firestick with no occurrences.

I prefer the picture quality of the Bell receivers over the Firestick. I am almost ready to try Rogers. I don't believe the issue is in my house or my modem. The new Giga Hub modem maybe can't marry to the old receivers I have? But that doesn't explain why it does not occur with Netflix, Prime, Apple or Disney? That leaves the Bell App and Bell feed ?

A family member some 5 km away has the Fibre upgrade with a Giga Hub modem and older receiver and no issues

Another family member a similar distance has the Fibre upgrade, Giga Hub modem and a 4k receiver (older version) and they have the same issues. When watching a Bell feed they get freezing or black screen, Never occurs with Netflix, Prime or Apple.

[DGMD]

Every few minutes my tv pauses for a few seconds and then goes back to normal.  I tried rebooting the modem and the tv box. Doesn't seem to help. There are times where it isn't as frequent but, most of the time, it happens quite often. Not sure what it could be or what to do.

[BellPatricia]

Good day @DGMD 

Welcome to the Bell community 🙂

We are here to help and just need to get a bit more information from you.

Which TV receivers do you have and does the TV signal freeze on each of them at the same time, or does this occur sporadically? Is there anything plugged in between the TV receiver and your TV set (such as a home audio system)? Are you connected via Wi-Fi or Ethernet? Is this affecting a specific channel or show?

Check out this How To article for some helpful troubleshooting tips Fibe TV not working? Try these quick fixes. And, if you continue having trouble try running Virtual repair as it can help detect and fix issues with your Fibe TV service.

Let the community know how everything goes.

@BellPatricia 

[Ernrain]

Since new modem installed, have had an ongoing issue with tv screen freezing and/or pixelated.  Have been in contact with Bell Chat and tech service over the phone numerous times, but the issue remains.  It occurs randomly.  Are there issues with the new modem installed? Should I return to the Giga Hub as there were no issues?

[BellPatricia]

Hey there @Ernrain 

Welcome to the Bell community 🙂

What model of receiver do you have and is it connected via Wi-Fi or Ethernet? Is this affecting multiple receivers? Which troubleshooting steps did you complete with the technical team so far? 

If you are still having trouble we recommend the following: 

• Reboot both modem and TV receiver (power cycle for 5 minutes).
• Check all Ethernet/HDMI connections for tight fit.
• If using Wi-Fi; check your Wi-Fi signal strength and experiment with the location of your equipment to see if you notice improvements (e.g. move the modem closer if possible, and equipment is not close to any devices that may cause electrical interference). You can check your signal strength using our Wi-Fi Checkup Tool. To learn more take a peek at this How To: Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool
• To check for issues you can also run the Virtual Repair tool.
• Wired is typically best for stability. If the issue persists try using a direct Ethernet connection.

Let the community know how everything is going.

@BellPatricia 

[Grump]

VIP2502 freezing recordings all 2 have been replaced overseas can’t fix it how in the world do I get a technician to my house, it’s been 3 weeks last tech said don’t call back for 7 days how is this running a business to service customers? Sorry old and frustrated. All wiring is tight rebooted 10s of times .  🆘 

[BellNick]

Hi there @Grump 
Thank you for your post and welcome to the Community.
Are you able to share the model number of your main HDPVR and do the recording issues occur on the HDPVR as well?
Do you have multiple VIP2502's or just the one?
Can you share which model modem you have?
Can you specify how your receivers are connected to the internet (Wi-Fi, Ethernet, VAP)?
Do you have the Fibe TV App installed on a compatible device and if so, are you experiencing issues when attempting to watch the recordings there?
Looking forward to hearing back.