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 · Accepted solution]

Good day @Intrepid181,

Welcome to the Bell Community, and thank you for your message.

The Community needs more details to assist you further.

• Which receiver you're using, and does this affect more than one receiver in your home?
• Are you connected via Wi-Fi, or directly to your modem with an Ethernet cable?

If connected using Wi-Fi can you test a direct Ethernet connection? If you are connected via Ethernet already, a great first step would be to test out a different Ethernet cable/port on your modem.

We also recommend using our Virtual Repair tool which we linked to here. Virtual Repair can help detect and fix issues with your service, and it is best to run the tool at the same time the issue occurs on live TV.

Keep the Community updated on how everything is going.

- Patricia

[Intrepid181 · Accepted solution]

Thanks. I spoke to tech and they remotely updated the firmware in my gigahub and that seems to have corrected the issue for now. 

[rs7]

I’ve had the same issue and it’s ongoing. I have to unplug the power source and plug it back in every time I want to use it. Oddly enough it started as soon as my receiver was paid in full and ownership became mine. Once that rental fee stopped being charged it stopped working properly. 

[BellPatricia]

Hi there @rs7,

Thanks for reaching out, and welcome to the Bell Community 🙂 

The Community wants to help, and we invite you to check out our post here where you will find some useful troubleshooting suggestions.

If you still need help just let us know. And, be sure to include as much information as possible regarding your equipment, the set up you have, and any troubleshooting you have already tried.

We're looking forward to your reply,

- Patricia

[Doc58]

Almost daily my Fibe TV freezes. After a minute or two the 4K box re-starts and all is temporarily good. I have tried new CAT5 Cable, new power supply, Bell sent a new 4K box but nothing  works to stop it.  I’m out of options.

[BellNick]

Hi there @Doc58 
Thank you for your post and welcome to the Community.
Are you able to share which receiver model you have?
Can you also share which internet modem you have?
Does it freeze when you are watching live content, recorded content or does it freeze regarding of what you are doing on the receiver?
What happens when it freezes? Does the audio and video stop, does the receiver eventually turn off or resume, does the receiver stop responding to button commands?
Looking forward to hearing back.

[Doc58]

Hi @BellNick 

Freezes when watching live. Hub 3000, VIP5662 Receiver. Picture freezes, no sound and then a minute or two later the receiver re-starts from scratch. It will not respond to button commands 

[BellNick]

Hi @Doc58 
When this issue occurs, do you notice any error code or message appear on your modem? Do you experience any internet issues on other devices when the receiver freezes?
Have you tried connecting the receiver via WiFi instead of ethernet to see if the issue persists?
Do you only have the one receiver or do you have additional receivers and if so, does the issue happen on those receivers and can you share the model number(s)?

[Doc58]

No error code. Modem is fine. Just 4K receiver cuts out. Have not connected by wifi. Have tried different Ethernet cables. Doesn’t effect other receivers 

[BellNick]

Hi there @Doc58 
We'd like to take a closer look into this and have sent you a private message.
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