VIP5662 Sound cutting in/out constantly.

[CGirard]

Arris VIP5662W  4K

Sound cutting in and out constantly on all channels. My Prime channel works as well as Netflix.

I have replaced the box once through Bell. Worked fine for a bit.  Have now replaced 3 different HDMI cords.  Set digital audio output to both Auto and PCM.

Really starting to get fed up with service. Any help would be greatly appreciated. Thanks in advance.

[BellPatricia]

Hi @JF448,

Thanks for reaching out to the Bell Community 🙂

The Community still needs a bit more information in order to help you.

Which TV receiver and modem do you have? Is there any third party equipment set up between the TV receiver and your TV set? Can you share what Audio setting you have selected too?

Does this affect multiple channels/shows or just something specific such as sporting events?

To start we recommend trying out a different HDMI port/cord. As you mentioned you are connected via Ethernet, can you test a Wi-Fi connection to see if you notice any changes? 

Please also clarify which troubleshooting steps you have already tried from the thread above.

Hope to hear back from you,

- Patricia

[JF448]

TV RECEIVER : VIP5662

MODEM : Brand new GIGA Modem

Affects everything that I watch on my Bell receiver.

Tried new HDMI cable, Other HDMI input, Reboot, Restart, All Audio options in the receiver Settings, Wifi or Ethernet.

I use 3 other devices (PS5, Roku Ultra, Google TV) with the same set up and none are having this problem of sound cutting.

Thank you

[RonM]

Sony 65" TV

No third party devices

Using internal TV speakers 

I've tried new HDMI cables 

Affects all channels 

I've also had two service calls by Bell technicians and they have not been able to identify or fix the problem. Look it up in your service logs. 

This always happens after general power failures and takes several days to get back to normal. 

Reading other comments this seems to be a widespread problem with similar characteristics among numerous other Bell Fibe customers. 

This is a premium service at a premium price. If Bell doesn't get this fixed, I'm moving my service to the other guy. 

[BellPatricia]

Hi @JF448 & @RonM,

Thank you for sharing more info with the Bell Community.

Do you have a VAP connected? Does this only happen during Live TV, or during a recording/On Demand too? 

Which Audio setting do you currently have selected (Stereo, Surround sound or Enhanced Surround Sound)? You can check on your TV receiver using the steps below 

• Menu
• Select Settings
• Select Audio and visual
• Select Digital audio

@JF448 Can you clarify if you have any third party equipment plugged in between the 5662 and TV set as well?

- Patricia

[JF448]

No VAP, happens on recordings AND/OR Live TV

Sounds cuts with all 3 audio settings.

nothing else then a HDMI cable between TV receiver and TV.

Tried to use ethernet and HDMI cable on PS5 and Roku and none had sound cutting, only the Bell receiver does.

Thank you

[RonM]

What is VAP?

This problem seems to occur for several days after a general full-home power failures. I do not recall if the problem occurs with recordings. 

My audio is set to "Never use surround sound" 

[BellPatricia]

Hi there @JF448 & @RonM,

Thank you both for your reply.

@RonM, a VAP is a wireless transmitter for your TV receiver and is a small device normally close to the receiver or modem.

We would like to dig into this a bit further, and have sent you each a private message in order to gather more information. 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

- Patricia

[HeyJoe]

Sound keeps cutting in and out on my receiver. Is the box failing?

[AlexS]

If the glitch disappears after rewinding, it's a software issue. The best you could do is to report the issue and don't use DVR to watch the channel. Afaik, AXS has been like this for quite awhile Bell-ownded news channels could be like this intermittently.

[Speedyb]

I have Fibe 500...have decent upload/download speeds..but over last 2 weeks my cable keeps freezing  video/audio while playing regular  TV.

I have rebooted and reconnected to my 4K Box and still experiencing issues..not sure I'd giga hub is the issue or the 4K box. Thinking  of switching to Rogers since I am VERY disappointed  with Bell cell service  since relocating  to my new home.

Its horrible.

 

[Vanadiel]

Is this box connected using WiFi, or wired?

[Speedyb]

Wired

[Vanadiel]

Is your other internet traffic fine when this happens, including the modem speed test?

[Speedyb]

Yes..seems to be more with PVR shows..thus why I think it's 4K box...I spoke to bell Sept 11 and they  did some background items  so I shall see if that corrects this problem.

[Tscott]

Anyone find a fix for this issue! We have 2 bell TV boxes and there is never one problem with one of them and constant problems with the other box connecting to an outside source it won't let you recognize. There is no way to get back the audio regardless of what you do.