VIP5662 receiver freezing & rebooting

[Zarno]

Have Bell 4k receiver less than a year and lately it's stopping and rebooting suddenly frequently. Anyone had this issue before?

[BellPatricia]

Hey @Zarno , thanks for reaching out to the Bell Community. 🙂

It might sound simple, but checking that your cables are connected properly and rebooting your TV receivers really does fix most issues. You can test further by using a different HDMI port/cable as well.

If you haven't already we also recommend using our Virtual Repair tool to help detect and fix issues with your TV service.

Let the Community know how everything goes.

- Patricia

[Tim123]

I have bell fiber tv with the 4k receiver.  One day the box started shutting off randomly. Now I'm one my 3rd replacement  box and I'm still having problems with it rebooting  randomly. Any idea what could  cause 3 separate  boxes to randomly reboot

[BellNick]

Hi there @Tim123 
Thanks for your post and welcome to the Community.
We just wanted to check to see if you have tried the suggestions in this thread and if you're still experiencing issues?
Looking forward to hearing back. 

[7736]

Yes, has anyone had the TV freeze up for about 1 minute every time you have the TV on., seems to be happening every day now

[Luigi]

Yes. Issues since switching from Roger’s to Bell months ago. Some channels e.g. PBS have pixelation or a message indicating channel is not available. Good luck trying to get technical assistance … you will receive an “unknown” call with a vm indicating “tried to call you…will try to call tomorrow”. No callback information and why wouldn’t call display clearly indicate it is Bell calling vs the endless spam calls. 

[BellAntgio]

Hey there @7736 and @Luigi , 

We just wanted to check in and see if you were able to test out the suggestions mentioned above on this thread?

Keep the Community posted with the results.

[JohnC]

I've recently switched from Roers Ignite to Bell Fibe with fiber run to the house. The same 4K services, SN and TSN experience freezing, skipping and jumping. Watching live sports with periodic interruptions is frustrating. Tonight's Jay's game is unwatchable, with the fed freezing to the point I have to switch to the HD channel.

Initially it was set up with a Wi-Fi connection from the Giga modem to the TV box.  To maximize throughput I ran Cat5 between the boxes and disabled wifi. But we are still getting the same symptoms and frequency.

To complicate matters the account setup isn't completed yet, as such I show no TV services on MyBell and can't use the MyBelĺ app, if that matters.

Aside from getting Bell out to troubleshoot, are there any recommendations? I've trusting the TV isn't the issues, as it worked fine with the Ignite service. TIA

[PortAvenger]

This seems to be a common issue. I have the same issue as well. It is worse on 4K channels but happens on all channels for me. There are nights it is extremely frustrating. 

[JohnKhill]

This seems to be a design flaw or bug related to video caching. Since my post I've had Bell here and everything from the fiber to the TV has been replaced. 

They re-tapped the fiber, replaced the modem and the TV box. They switched me from wired to wireless. While it's less frequent I still see these symptoms on the 4K Bell channels. Especially when first turning on a channel. Considering the 4K channel content from Bell Fibe is exclusively live sports for me right now, it's very frustrating. When it gets intolerable I reboot the modem. This clears the cache and I get back to the service quality I expect.

In speaking to the call center, they stated this can be common and to do as I have been doing, reboot as required. As a sports fan I find that position very disappointing. Missing a key play or 5 minutes to reboot during a live game does not endure a positive customer experience. 

FWIW, 4K content I stream using my TV apps, Disney +, Netflix, Prime, YouTube and such do NOT experience these symptoms.

If Bell wants to keep me after my term is up, they'll need to resolve this.

[AlexS]

You can try to watch as much as possible on Fibe TV apps on Android or Apple TV. Programs support Restart are also on these platforms, plus more channels that didn’t enable Restart at all.

We don’t to watch the dvr unless for 4K streams, recordings older than 60 days and segments of a program supports Restart.

[AlexS]

You could upgrade to the latest dvr and this could solve the problem. It seems like for the 7802 box, people encounter similar problems usually have very new or very advanced setups.

[Sadie]

I have had all the same issues, my receiver is stopping and rebooting every day. I got and updated modem and still this is a problem.  I also am having issues with my home phone when I am talking to someone their voice will just cut out they can hear me but I can't hear them, this also is every day.  Today when I turned on my laptop I had to connect to the internet four times I have no idea what's going on.  I have tried the virtual repair tool and it does not help it's so frustrating.  I pay a lot of money each month for Fibe 4k cable, the best internet and my home phone and none of them are working correctly.

[Goldengirl]

I understand your frustrations. The virtual repair doesn't do much good at the best of times. Tech support here is almost to the point of being useless. They ask you to do something, then it can take days to get back to you. It's understandable they're quite busy, but a customer is a customer. Repeat problems from multiple customers should send out the message there's a problem. I find that occasionally, I have to reboot the Hub3000. It's not often at all, just the odd time. How I know when that time arrives is that I can't connect to the internet on my laptop. I've tried turning the button on/off...but it doesn't work. So, I reboot the 3000, & all is well. I don't feel this should be necessary at all. The problem I was dealing with just over a month ago was so frustrating that a tech came to my home. We did some tests, & it was highly suspected the tv was the culprit. It wasn't confirmed...just suspected. I went & bought a new tv...not a "smart" one or the other thing, just a normal tv. Problem solved!  Keep onto them until you get satisfaction. The products aren't cheap every month, that's for sure, but we should at least be getting our money's worth.

[Intrepid181]

For the past couple months, our tv channels have been freezing, mostly at night, and this is also happening on recorded programs. We switched to the Gigahub and 3 GB service a few months ago as well. Our internet speeds are good, but our tv reception has never been so bad. The tv can be unwatchable at night. Never had this problem with the older 3G router.