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.

[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

[BellNick]

Hi there @JosephP 
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

[BellNick]

Hi there @4KWatcher 
Are you able to share what error you are receiving when you try to play recordings?
 

[BellNick]

Hi there @Terry M 
Thank you for your post and welcome to the Community.
Are you able to share which receiver model(s) you have?
Is your receiver connected via ethernet or WiFi connection and have you tried both connections?
Looking forward to hearing back.

[BellNick]

HI there @Aviator 
You've indicated you have multiple boxes. Does this issue occur on all of them and are you able to confirm which receiver models you have?
Are they connected via ethernet or WiFi connection and have you tested both connection types?
Looking forward to hearing back.
 

[4KWatcher]

An example of pvr error:  TV Service Not Available, Try Again Later , while trying to set a new recording. Retry was successful.

 June 20, 7:30 PM. At that time, the TV service using VIP7802 was problematic. Choppy video, much more than the usual momentary glitches. Not watchable. Error message: oh, something went wrong ,  displayed briefly while watching a channel, black screen for 10 seconds, then OK. It was raining, some lightning. Streaming Crave content on an AppleTV was flawless. I should have tried the Bell Fibe app to compare to VIP7802. The symptoms were extraordinarily bad, likely some specific issue, but those errors are an example of what occurs occasionally.

[Mjer]

Yes, I've been having the same issue for weeks. I recently switched to Bell because someone came by my house and made this great offer and now I'm completely regretting it. I've had nothing but problems. Picture freezes, audio cuts out ALL THE TIME!!! My kids are constantly complaining about the speed of fibe. I've been on the phone with their tech support 4 times JUST today and after they do their thing it works fine for about 30 minutes and reverts back to the same problem. When I ask to speak to a manager I'm told there are none to speak to. Terrible customer service and terrible product. Would never recommend their services to anyone!!!! I will definitely be cancelling very soon.

[JosephP]

So disheartening to read this--it's a common refrain from so many Bell clients with this 4K Android receiver.  Just yesterday, I turned on the TV and the entire screen was blank--nothing, no signal.  Incredible.  One day it works, the next it's off.  And to get customer service on the phone took over 45 minutes to get a call back.  And it still freezes and the audio lapses.  It's so unnerving, especially when you consider you are paying for this substandard service.  Bell was never like this in the past--they were known for their reliable service.  

Could Bell address this issue? Is there a patch for the faulty firmware for the 4K Android receiver?

[4KWatcher]

My situation exactly. Salesman offered me a deal for a $100 less per month. Before the 4K streaming started, my impression of Bell was that it was a superior network. I had tried Virgin internet plus TV (only streaming) 6 months before, using Bell Fibe as the network and it was fine, no glitches. I dropped it and kept the competitor offering as I wanted PVR. After switching, I've had all the problems listed here and the Bell PVR defines "series" in a narrow way I can't use. The TV service itself shows as awaiting install on my account which means I have yet to be billed. 3 months of regular phone calls, different answers every time, no resolution. The temporary wire they put through the trees could be cut over to a newly buried copper line, even though fiber was laid this year, but I can't make an appointment to get it done. Bell told me it's up to their contractors who set a target date and postpone. So Bell has no control over their services. The technical and customer service are both problematic. I'm giving them another month or so.

[BellNick]

Hi there @4KWatcher 
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

[Oljun]

I've tried the same.  The problem loves to appear at night & during hockey games (playoffs no less).  I'm trying it again (same show/channel) on a Google TV dongle using the Bell app. 

Funny, I never had this issue with "Cable Speed (500mbs no less)!  Now I have 1.5gbs & I have stuttering.  The commercial lies!  

[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