VIP7802 video freezing & audio delay

[Jazoulay]

Freezing of picture & sound delays seem to be increasingly an issue and indicate one of two potential issues due to Bell Bandwidth insufficiencies and streaming could be the problem. This looks like low cost net work exploitation from Bell not rendering expected quality. This problem is one that you’ll find in very low cost TV and Internet third party providers. Unless Bell addresses this inadequate TV transmission quality, Bell is incentivizing users to go with lower end services that have 5his very same issue.

[BellPatricia · Accepted solution]

Hey @Jazoulay  Thanks for reaching out to the Bell Community.

Which type of TV receiver are you using, and is this happening on one receiver or multiple? Is this affecting multiple channels or one in particular? Which Audio output setting do you have selected on your receiver?

Are your receivers directly connected to your modem via Ethernet or connected over Wi-Fi? If connected via Wi-Fi, can you please test a direct Ethernet connection from your receiver to the modem?

Is there any third party equipment plugged in between the receiver and your TV? If so, please plug the equipment directly into the TV via HDMI to see if there is an improvement. 

When your experience any issues with your Fibe TV or Internet service, we also recommend running the Virtual repair tool. The tool will help optimize your service and also detects and fixes issues.

Let the Community know if you're still experiencing issues after trying out those steps.

@BellPatricia 

[Southender]

Yes, the consensus seems to be the problem is with the Surround Sound output. 

Turning it off fixes the problem for me on all my TV's. But that's not an acceptable solution - I specifically went with Fibe TV (vs the cheaper Fibe App) because I want 4K and Dolby Digital.

[Mm-2023]

My picture keeps freezing or going all pixelated. How to fix this?

[BellNick]

Hi there @Mm-2023
Thank you for your post and welcome to the Community.
In order for the Community to better assist can you please provide further information?
What television service do you subscribe to?
What receiver model(s) do you have? If multiple receiver, are you experiencing this issue on them all or just specific ones?
Is your receiver connected through ethernet or WiFi connection?
Have you tried using our Virtual Repair Toolwhen the issue is happening?
Looking forward to hearing back.

[rouge]

I'm in the same boat. The sound is glitching randomly. Seems to be more significant on sports channels. Never had an issue watching 4k over WiFi at the same location with the previous provider.

[NoSubsRequired]

Yup, I have the same issue on an Nvidia Shield. It looks like the app just doesn’t handle Dolby properly.

[BellNick]

Hi there @NoSubsRequired @rouge 
Thank you for your post and welcome to the Community.
We would recommend checking to see if your audio settings are on Stereo mode. If not, please test this on Stereo mode and let us know how that goes.
Looking forward to hearing back.
 

[rouge]

@BellNick  when set on stereo, I haven't seen the same glitching. But I don't think that it's an acceptable long term solution. The box is advertised as 4k TV, I don't think it's unreasonable to expect it to work with surround sound.

Surround sound seem to cause many issues, I'm also experimenting sound delay issue with the Fibe Tv App on a Chromecast with Google TV that goes away when set to stereo.

[NoSubsRequired]

Hi Nick - thanks for the reply. I have switched the app to Stereo output, and that stops the stuttering. However, I want to listen to broadcasts in surround sound. I think it should function as intended. Please update the Android TV app to properly output surround sound. 

[SAB1120]

Had Bell internet and fibe tv installed 2 weeks ago. Numerous calls to technical support. TV pixelated, no sound, freezing, screen disappears with message “oops connection lost”. I am frustrated and angry. I’ve had more issues in two weeks than I had with Rogers in 34 years. I haven’t been able to watch TV for a whole day without a problem. Even after Bell’s fix all to all issues is to reboot, two nights in two weeks even that didn’t work.

One, it’s not just freezing. It’s pixelization, loss of sound and connection.

Two, it is happening on all three receivers.

Three, receivers are wireless connected to the internet.

Four, issues happen while watching live TV and on demand.

Five, your virtual repair tool is useless. It just recommends rebooting which I’ve done but issues remain.

[BellNick]

Hi there @SAB1120 
Thank you for your post and welcome to the Community.
Are you able to test one or more of your receivers with an ethernet connection to see if the issue persists?
We would also suggest using our WiFi Check-up Toolvia the Bell WiFi app.
Looking forward to hearing back.

[SandJ]

Stereo mode works perfectly fine. It’s Dolby Surround that doesn’t work very well. Hasn’t anyone from Bell been able to replicate this yet? It’s easy. Pass audio over HDMI thru an A/V receiver, select Surround on Bell receiver. Listen to any program that is broadcast with 5.1 support. You’ll hear the studder very quickly. Listen for 5-10 minutes and you’ll hear it many times. It’s a software problem with the Bell box. 

[BellKris]

Hi there @SandJ. Thank you for reaching out to the Bell Community.

We recommend plugging the TV receiver directly into your TV set without any third party equipment in between.

Please test that out, and let the Community know if you are still having trouble afterwards.

[SandJ]

A TV is not a surround sound device. It fakes surround thru 2 speakers. The Bell Fibe receiver offers support for a variety of surround sound modes incl. Dolby Digital, DTS, Dolby Atmos, etc., and that can only be accomplished thru an A/V receiver. Lots of people here are reporting the exact same situation! with a large variety of connections, but the one constant s the Bell box. The problem is undoubtedly the way the Bell receiver box is processing the audio signal. I told you how to easily reproduce the problem, so rather than telling us to connect to a simple 2-speaker TV system and pass thru surround sound, why not try to fix the actual problem? There is a problem and it’s extremely easy to recreate. I had a variety of Rogers/Shaw boxes before this using the exact same setup and never had any sound or video problems. Your problem is a software/firmware problem. Please open a case with the box mfr., get it fixed and release a new S/W update.