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.

[Berticus]

Usually when I'm watching TV on Bell Fibe, I'm watching the hockey game on CBC, and it seems like almost every time the broadcast is glitchy! To confirm it's not just the game, I have switched to other channels which also experienced similar glitches.

To be specific when I say glitches, the video pauses intermittently (for a split second) and the audio stutters or drops out briefly. Needless to say this is particularly annoying while trying to watch fast action sports! 

I'm in the Montreal area. Anyone else experiencing these issues?

[msncookie]

We're on Bell TV App (no receivers, streaming only) and have noticed a lot of stuttering, buffering, pauses, etc lately.  We've noticed it on both our Apple TVs, one on WiFi, the other one wired (ethernet).  We've disabled ad blockers on our network with no change.  No other issues with internet or other streaming services.

Makes me wonder if Bell's content servers are overloaded at night, since that also seems to be the worst time.

[Berticus]

I usually only watch in the evening so haven't noticed if there's a difference with daytime. 

I've noticed even the ads are glitchy. 
It seems to get a bit better as the night wears on, maybe cause it's caching it better, who knows.

[SandJ]

Dear BELL, if you are reading this, please put a senior specialist on the case and STOP telling us to reboot and other beginner stuff like that. If anyone else is reading this, let’s all provide the following so they can clearly see the glaringly obvious problem being the BELL VIP7802. I have recently changed my A/V receiver, and upgraded my cables to high end 8K UltraHD HDMI cables … shocker … the audio glitching is still there. I get a little bit of video glitching but it’s mostly an audio problem.

Here is my configuration data you need:

Receiver: Denon AVR-X3800

Previous Receiver: Anthem MRX300

Cable (VIP7802 to AV receiver): 8K Ultra HD HDMI (new)

Cable (AV receiver to TV): 8K Ultra HD HDMI (new)

VIP7802 Version 10,  Client Version 3.5.593.1 (Release)

F/W version 10.04.02.03.172

Does audio studded occur in HDMI (direct) pass-thru: Yes

Internet Speed: 100Mb (coax, not fiber)

Connection Type: Wireless

Signal Strength: Good

Let us know if you need other info to better diagnose the issue 

[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?

[JosephP]

 I recently spoke to a tech expert who is very familiar with Bell.  He says it's the firmware that is causing the issue, and the programmers are difficult to contact.  My logical response was, if it's the firmware, can they not write up a patch to address the issue and FIX it.  But apparently, the programmers are not in Canada, and somehow it is difficult to get them to reprogram the firmware or a patch.

Is this valid? If so, can you not get them to correct the firmware in the Android 4K receiver.  It is conflicting with the various other programs, including the TV's. The screen is still freezing whenever the channel is changed

[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.  

[JosephP]

It's disheartening that so many of us have had the same experience.  And aggravating that we pay for the service we are not receiving.

I don't understand why Bell wouldn't fix this issue when so many of their clients complain about the same thing...

[Nash211]

Today for me TSN channel 1400 HD freezes, SD version no problem. WHY ? 16:08 Time. Most of the football game. On Satellite

[BellNick]

Hi there @JosephP
Issues with the screen freezing and audio continuing sounds like an HDMI issue. We would recommend testing another HDMI cord, as well as testing other available HDMI ports to see if the issue persists.

[JosephP]

I have changed the HDMI cables twice--and they are top of the line, gold tipped.  I have also changed the ports.  It still freezes.  The other night I was watching the hockey game--very disruptive and annoying to hear a goal and having the screen frozen for a couple of seconds.

I'm told it is the firmware in these 4K Android boxes. Can you not have your tech team install a patch? There are so many clients with the same issue--the common denominator is the box.  And it seems we all have tried different things but nothing addresses the issue to the point where the stuttering image doesn't happen anymore.

[Aviator]

I have had the same issue like mentioned before (picture freezes then suddenly catches up with sound when changing channel) multiple boxes and TV swaps and still same issue. HDMI cables changed and still same issue. If you download the app to your own personal android box 100% no issues, this means that the boxes that bell use cannot cope with the data pocket when changing channel either due to processor not good enough or the firmware of the actual tv box. The old system did not have this issue. Rogers uses comcast from the USA on the IPTV box and does not suffer this issue apparently thats a proven stable system. All we need is bell to admit the boxes are not that good and to find another box. I have to pay over $200 a month for TV and Internet to have half glass filled and the service for tv is bad. Internet is ok but its even more if you do not bundle in the TV. I am fortunate to have 3000 speed but does not help with TV issues. 

[JosephP]

I absolutely agree with you, Aviator, and I have experienced the exact same issues and have gone through the exact same band-aid solutions that do not solve the issue.  Whether Bell admits an error or not is not important.  Like you, I am paying to have the glass half filled.  We need Bell to replace the Android 4k receiver with a completely new one or get their tech team to concentrate on this and apply firmware to fix the issue asap.  Or revert back to the VIP5662 receiver .  BellNick? Patricia?

[4KWatcher]

I also get glitches when using the Bell Fibe App on Apple TV. Much less than on the VIP7802 TV box but still some. I also see errors trying to play PVR recordings. Try again and it works but first try, error. Websites occasionally give errors too, retry is OK. This happens more frequently since I switched to Bell. If you search on "glitch" in this forum, you'll see reports of the video/audio interruptions from all varieties of Fibe Service users from 2022. It seems like a more systemic issue than firmware on the set-top-box.

[Terry M]

I have had an on-going issue with Bell Fibe TV for about a year now.  Freezes, pixelates, glitches, whatever!  I have had 4 different technicians come out and all do the same thing.  I have had all of my receivers and modem replaced.  I have added wi-fi extenders.  I have had a consultant assigned to me who called every week to see how the tv was working.  Nothing has fixed the issues.  If we are watching something recorded we get booted out of the show and it goes to the blue "Record" screen and when we can get back in we have to fast forward as it goes back to the beginning.  This happens 4 or 5 times a day.  I also am looking to go to Rogers as this is beyond ridiculous and it should not take a year to figure out what the problem is.  We have basically given up.  When we have finished watching the shows already recorded we will be leaving Bell.