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.

[rouge]

@BellKrismy TV receiver is plugged in directly in the TV and it's glitching with surround enabled, so this is not the solution.

My setup: Bell box --> hdmi --> TV --> optical --> Receiver / Amp

[kibosh]

The issue seems to be the port of the Fibe application to run on the android box. The kicker is these issues have existed for at least 1.5 years. 

[kibosh]

Well I do have some good news. I just watched an entire hockey game without ANY audio or video dropouts.  A couple days ago I got update 3.8.1088.1

I will give it some more time before declaring it fixed but this is encouraging!

[Gloria]

Freezing the tv freezes for short period of time.

[BellPatricia]

Hi @Gloria  

Welcome to the Bell Community, and thank you for reaching out. The Community wants to help, but we do need more information.

• What type of TV service do you have, and which TV receiver are you using? 
• Does that happen on more than one receiver in your home?
• Are you set up via Wi-Fi or Ethernet? If you are connected to Wi-Fi can you test a direct Ethernet connection from the receiver to your modem?
• Is this affecting all shows that you watch, or just something specific?

We also posted some helpful troubleshooting tips and links here. Please check them out, and let us know how everything is going.

- Patricia

[kibosh]

The update has been pretty good for the most part for me.  Most of the glitching is gone while watching live TV.  There are occasional glitches but it is far better.  While playing back recordings there is almost always an audio and video glitch when you fast forward or rewind.  So after skipping a commercial you will get a glitch.

I don't know why these issues are so hard to figure out.  Not sure if it's the hardware or software but I can't beleive it hasn't been sorted out by now.  I am also shocked at how long it is taking to roll out . . . maybe because it still has issues?  If so, it would be better to roll this version out and keep on working to improve it. 

[P-A O]

Adding my name here same problem.. audio glitching everry 10-15 mins I'm using a samsung 5.1 dolby surround.. very annoying.. glitching only on Bell fibe tv not on the other apps...

[BellPatricia]

Hi there @P-A O,
Thanks for posting in the Bell Community 🙂
Does this affect multiple receivers in your home, and is your TV equipment connected via Wi-Fi or Ethernet?

A quick reboot of your TV receiver and modem is a great first step to help resolve many issues.

A few other things that we recommend are: 

• If you are connected via Wi-Fi test a direct Ethernet connection from the receiver to your modem.
• Ensure the receiver is plugged directly into your TV set with no other equipment in between. 
• The receiver should be in an open space clear of obstructions or interference that could be caused by any other devices as well.

If you continue to have trouble you can also test a different HDMI cord and port on your TV.

Please try out those steps, and let the Community know if you are still having trouble.

- Patricia

[P-A O]

Still have the same issue! I have a good Samsung sound bar and I reboot multiple time my receiver and also repaired with my giga modem and no result.. it really annoying why they don't take this problem seriously?

[JDB1]

I have had this problem with my PVR freezing since October 2023.   Bell notified me they would replace the receiver.   When the technician came, I was informed I would lose all of my programs.   I decided I would catch up on watching the shows and I am now at 3%.   

I have called Bell over and over and over again and have had to self replace 2 receivers and still the problem persists.   I am dumbfounded at how awful the technical support has been to me.   One gentleman told me that he would fix it (sternly), and I wouldn't have the problem again - 2 weeks later, and it is back.   One female technician told me to upgrade my internet (even though my speeds are fine), and sent me to billing.   Billing had no idea why I was there, and had to send me back to technical support.    It is the main receiver for sure.   I can watch all my shows on my ipad, my computer whether I am in the house, or in another location.   It is the main receiver.   Finally!!!   I am being sent a new main receiver which I will have to self install.   I hope this works.

One smart technician finally was able to diagnose and solve the problem without getting me to "upgrade".   Easy answer for all the other technicians.   But doesn't solve the problem.  

[Newnewguy]

I had similar problems which were reduced when a Tech installed  Wireless Transmitters ( VAP 3400) direct

to the Bell TV reciever...this seems to boost the signal to the Giga modem. There was no cost and I am sure they are happy not to hear from me...it has been about 1 year...worth the call!

[JosephP]

I've tried that--I had the 4K Android receiver connect to the GigaHub wirelessly and it kept on glitching.  Now, I am using the ethernet cable that connects directly from the wall to the receiver and the stuttered, delayed image on the screen everytime I change the channel continues.

[Newnewguy]

https://support.bell.ca/fibe_tv/receivers/nova_remote.install_or_replace_your_wireless_transmitter

Try adding one of these from Bell

[Honeybadger]

The picture started pixelating in January, and by June it was unwatchable because it was so bad and the sound also breaks up. Does it on all 4 sets, including the hardwired PVR. Over 20 calls to Bell technical support, 4 service calls (including 5 hours last Friday) and Bell can't fix it. They have replaced the modem twice, VAP, PVR, terminal port, multiple remote attempts (and they mucked up the internet in the process). Today they said the only thing left is to switch to a 4k PVR. Did that and it's still the same. The problem has been escalated to "Level 2", "White Gloves", "Executive Technical Support" and a couple of others and they can't figure it out. I've had Fibe for maybe 10 years and it was great until now. Surely Bell can fix this?

[BellPatricia]

Hi there @Honeybadger,

Thank you for your post 🙂

This could be caused by an issue with HDMI. We recommend that you ensure your receivers are plugged directly into your TV set with no third party equipment in between. Also, please test using a Premium HDMI cord and try out different HDMI ports on your TV set too.

Let the Community know how things are going.

- Patricia