Pixelating and Audio/Sound drops on channels

[Stocklead]

TV loses sound. Pixelize and random return to guide page. Will running CAT cable directly to the TV help?

[dks]

Thanks for your question . The cable between the Fibe unit and the TV is an HDMI cable. You can replace that to see if you have issues. Connecting the Ethernet cable directly won’t do anything. 

[WelshTerrier]

Good Day.

In order to assist you, we need for you to provide us with further specific information & details.

1. Which Bell TV Service do you subscribe to?  Fibe TV, or Fibe TV APP
2. How are you accessing your TV subscription? Bell TV box VIP7802, pvr/receiver, Bell Streamer, mobile device, tablet, other device, etc.
3. Are you using a hardwired Ethernet connection or by way of a Wi-Fi wireless connection?
4. If it happens often, have you tried moving the Fibe TV box to your modem and/or connected it directly with an Ethernet cable?
5. Does it happen only on specific channels?
6. Have you checked out your video settings for the device that you are using?
7. Have you checked for loose connecters & connections between the TV & receiver?
8. Have tried replacing the HDMI cable?
9. Are there any obstructions blocking the receiver signal from reaching the modem?

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 tool to ensure your receiver(s) have a good Wi-Fi connection.
• 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).
• Test different channels to see if the pixilation happens with particular channels or multiple channels. If only particular channels, please specify which channels.
• Try a factory reset of your receiver.

Keep us posted,

Take care.

[Cheryl0]

 anyone ever able to get a satisfactory fix from Bell for this, I’m on my last pixel 

[BellKris]

Hi there @Cheryl. 

Thank you for your post and welcome to the Community. For the Community to be better able to assist, could you please provide further details?

• Are you able to share which receiver model you have?
• Are you able to share which model modem you have?
• Is your receiver connected via Wi-Fi or ethernet and have you tested both connection types to see if the issue persists?
• Does this issue occur with Live TV, On Demand, recordings or all?
• Have you tested out using our Virtual Repair Tool while the issue is occurring and can you share the results?

Looking forward to hearing back from you. Best wishes.

[Nash211]

Anyone having Pixelation on SciFi channel and AMC channels, all my other channels seem OK. 

[Nash211]

 Last night I switched back and forth to another channel, tried a few other movie channels etc. went back to sci fi and AMC and the pixelation was gone. So seems maybe a hardware issue not trees because that weather did not change in those few moments

[DRU1]

Yes,

I am having the same problem. Bell was supposed to call me back but didn't.

[Nash211]

Well thanks for replying, Please post here if you get a call back I will monitor to see if it continues. At Least I know it shouldn't be my system. I will chat with them as well, been losing audio on scifi as well. Will post if i get a resolve

[Nash211]

I chatted with Bell reported to upper team they will update within 48 hours

[Pixel not perfect]

Pixelated programs starting on ctv, amc, sci-fi

Other problems staring to happen is picture and no sound

[Nash211]

They called back, reset my receiver, said too Hold power button and unplug for 2 minutes next time if it happens. See if it works.

[DRU1]

Did that. worked well until 2 minutes left in Bourne Identity. It lost audio and then pixelated for a couple of minutes and went back to the movie. I had our brand new 6500 receiver in the bedroom on at the same time. It lost audio to crackling sound and then pixelated. My conclusion is: the AMC network is at fault, not my Bell equipment. Our 9400 PVR is older, but it was replaced a few years ago, acts differently to the 6500 but results are almost the same.

[Nash211]

Thanks for the update, I will see what happens with mine. Give them a call back on your end see if you get different results. Let me know.

[Wakka197]

I sometimes loose sound on cnn and picture for a second on cnn . For a sec , could it be cable from the wall to the bell box.  I had pixelation and was the cable . Just example 

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