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.

[Honeybadger]

No third party equipment of any of the 4 TVs and all 4 have the same problem. Already using premium HDMI cable and I find it hard to believe all the cables failed at the same time. At this point Bell is just guessing what the problem might be. 

[Honeybadger]

Interesting that you say the problem started a few weeks ago, which would have been early June. That's when mine became unwatchable too. Bell techs keep saying they've never seen this problem before but maybe it's become a bigger problem than they are letting on. 

[Aviator]

It’s the boxes 7802 Arris boxes. It’s not the hdmi or anything else these boxes cannot cope with the apps and the bell Fibe tv as well. Whatever the processor is inside these boxes it’s not good enough. I have had same issues as previous customers have mentioned since last November, use your iptv box with decent processor on google platform and the issues are gone away. Bell think these Arris google boxes are amazing. I gave up with tech support and many different modem, hdmi, arris box swaps and got my own for now until they admit the boxes are not great.

[Honeybadger]

Bell said it was the box on Friday. I upgraded to the 4k box (at extra cost of course) and it didn't make the slightest bit of difference. Today they said they suspected the 4k box wouldn't fix it, and now say it is "wifi interference". Technician is coming for the 5th time this Friday.

[Honeybadger]

Not HDMI cables, wifi interference, PVR, modem, VAP, my alarm system or anything else Bell suggested. It turned out to be a bad card at a Bell facility 0.5km from my house. It took 5 service calls (11 hours total) and 30 calls to tech support over one month. They finally put 2 and 2 together because other people in the neighbourhood were are having the same issue (although Bell told me several times they have never seen this problem before). Glad it's finally fixed but not at all happy with how it was handled.

[Terry M]

I am glad your problem has been fixed.  Mine is still ongoing but now I have something new to ask about when I call Bell yet again.

[4KWatcher]

That makes sense. The problem is in the Bell network. Various reports here over 2 years, every level of Fibe service, copper and fiber, should be instructive to Bell. I've ignored it lately but will watch for the problem again when I have the energy to deal with the support gauntlet.

[shanerrs]

Hello Bell,    I have called your support team 3 times now.    I have had this issue for months and finally decided to do my own research ... found this article...   SO thrilled to finally see this.   @BellPatricia  please help

First, I was sent a New VIP7802 - it will have the new firmware - It actually had an older version! 

Second Call -  No Sir there is no version of 3.8.1088.1 (directed this rep to this forum and said its not a bell forum).  This rep eventually hung up on me.  

Third call....  still waiting for a resolution - they keep saying the same thing.

Bell Moderators - Why are you not pushing this update to all customers and at least telling your tech team how to push this change?  I have wasted hours with your team now. 

[Yann70]

Hello guys,

I don't want to horn in a bad way in the discussion, but I did receive all my Bell stuff last friday and did install all without troubles. Giga modem, 1.5Gb/s plan and Fibe TV with the vip7802 android box. All was fine until I wanted to listen to music. I did install Tidal (in max quality) and...... catastroph.... the sound is pumping, volume fluctuates with the dynamic of sound and seems to be limited in volume. The sound is like compressed and under a limiter, and all of that in frequency (trebles, medium, and bass don't have the same behavior). I did install Spotify, same. YouTube, same. Did change HDMI cable and input on my TV, same. The TV box is connected via HDMI in my TV, on which are 2.0 amplified speakers connected via optical cable (no analog path). Settings on the vip7802 for audio are poor (1 or two options), switching to surround or not does not change anything. 

My firestick, which is an android device, is not doing that...

I don't know what is the software/firware version on my vip 7802, but it seems that Bell is not adressing sound troubles. Video/image are perfect for me.

thanks

[Beachtime]

Since day of install my TV sound cuts in and out, and voice and picture do not sync.

I had a technician out to 'fix' issue but was only offered the suggestion of moving the box to the back of the TV.            I was charged $75 on my next bill for his suggestion, charge was reversed after calling.

Very disappointed with service thus far. I was told when I was being 'sold' on Bell, that everything would be up and running before the tech left.  The installation tech wouldn't even plug in the modem!

[Willsie69]

I have 3 tvs running Bell Cable. 2 tvs work great but I tv allows me to watch Netflix without issues but when I switch to cable, the reception is poor, it locks up and I can't watch it. Why is the cable acting up but not Netflix.

Help !!!

[BellPatricia]

Hi @Willsie69 
Welcome to the Bell Community 🙂

We would like to get some more details so the Community can help.

• What type of TV receivers are you using?
• When it comes to the TV receiver in question, is it connected via Wi-Fi or Ethernet?
• Is it plugged into any third party equipment (such as a home entertainment system), or directly into your TV?
• Which troubleshooting steps have you tried so far?
• Does this happen on a certain channel, or all of them?

A simple reboot may resolve the issue. We recommend that you reboot both your TV receiver and the modem to start.

You can also run the Virtual Repair tool; It detects and fixes most issues and helps optimize your service.

Check out this How To where you will find additional troubleshooting suggestions, and a link to Virtual repair: Fibe TV not working? Try these quick fixes.

Let the Community know how everything is going.

@BellPatricia 

[Sfrustrated]

I switched to Bell from Rogers and it took some adjustment.  I have been with Bell since July and in the last two weeks, all this TV freezing starts.  It was working perfectly before!  What happened?  I did not change any streaming services and everything is the exact same as before.  I finally called Bell, at least three times about the same issue.  They were great and helpful.  I replaced the modem, the TV receivers and a technician came in too but still the same issue!  They even suggested in moving the modem closer together with the TV receiver but they are in the same small room?? Does this mean I have to move the bedroom receiver into the living too?  I had the same problem with Rogers years ago.  Equipment was replaced and technicians coming in and this happened for about a month.  Remember the time when the whole Rogers system crashed for over a day??  After that, Rogers worked perfectly, NO FREEZING what so ever!!!  Could this be an issue with Bell?  It's not me but you?

[Sfrustrated]

Don't get me started in rebooting my Fibre TV or system because I have tried that and the technicians several times.  I live in a small one bedroom apartment, how closer can the modem and TV receivers need to be together??

[Bills1]

So a technician came in & then left you with the same problem? What kind of service is that? Instead of suggesting moving the modem, why didn't the technician do it? They need to come back & fix the problem. I assume you are still being charged a monthly fee for a faulty service. Don't accept that. You are being cheated. Do not pay for a service call. Don't forget to ask for compensation.