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.

[Satdan]

3.5.593.1 as of today 

[kibosh]

I asked to receive the latest firmware and my account was added for the next release but I still haven’t gotten it.  That was Jan 24. Not sure if the rollout is super slow or if they stopped it for some reason. 

[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. 

[AlexS]

Great! That was just a reminder cause it's relatively new. I thought Rogers merely has a 200h limitation though. I have no clue about the 5662 box limitation. I have looked at BCE financial reports and find their IPTV users are always increasing year-over-year. I suspect they just can't keep operating at the same level because of the drama with CRTC. The problems with the 7802 box aren't going away any time soon.

[kibosh]

I just noticed the last part of your post . . . the HDR always on isn’t limited to 4k channels unfortunately. Currently while watching TV I have to disable deep colour and then turn it back on when I watch my Apple TV or play Xbox. Not great. 

[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

[JVM410h]

With 3.8.1088.1, is it still ok? No glitching audio or video on any channels?

[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. 

[4KWatcher]

I get fewer glitches using Fibe TV app on AppleTV. Still get a few on TV App and other streaming as well. This happens on Fibe 1.5, Fibe 500, and Fibe 50 so my guess is that it's a systemic issue. I'll give them until September. If not fixed by then, Cable Speed Engaged!

[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

[Aviator]

Hi Patricia

Same issues as everyone else for the last 10 months since switching to android boxes. The worst issue is when channel changing and the screen sticks with sound still carrying on as normal then the picture catches up after around 30 seconds. I have had around 6 boxes and using pure fibre internet 3gbs. The old system was so much better. Nobody can help and was told it will take a few months for a fix. I was told it was my tv so even changes that and same issues. I think it’s  have had around 10 different technicians over the months to my house even higher level but no fix. And now I changed my tv it’s Samsung and no bell app for backup when box gives me the famous 101 error code. Also use direct cable to new modem. Just need a fix for these boxes.

[JosephP]

Hi Patricia

I am using a Cat6 Ethernet cable that is plugged in from the wall to the Android 4K receiver.  I always used the Cat6 cable, but several months ago, due to this issue, I called in and Bell sent me a new cable.  Again, no change, Everytime I change the channel, the image freezes, while the audio continues, and it takes 2 to 3 freezes in order for the audio and video to sync up.  I live in a 600 sq ft condo so GigaHub and 4K android receiver close.

The last time the riser department was here, in order to check the entire Fibre connection for the entire condominium, they tried connecting the 4K Android receiver to the GigaHub modem via Wi-Fi and, again, same thing.  

It is concerning that so many Bell clients are experiencing the same issue.  As I asked you previously, Patricia, is there any way to get the tech team that fixed the PBS closed captioned issue to work on this issue and fix it?

Thank you,

Joseph