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.

[Bills1]

If you, can try moving the modem closer to the receiver or connect directlly with an ethernet cable if possible. If this doesn't solve the issue I would call Bell to come & fix the problem. You should not be paying a monthly fee for a product/service that is not working properly. 

[RodL]

My Fibe TV keeps skipping and glitching during live sports.  It happened last year and Bell sent me a set box. It was a refurbished one.  Fixed the problem for a while but it is back to glitching off every couple of minutes making the hockey game unwatchable.  I called IT and the Bell tech said they would send me the new box.  It came and had several scratches so once again I got a refurbished one. I called again and they apologized and said they would send me the new box. Another one came and, for a third time, I got a used on.  I am on a Hub 3000 which is outdated as Bell has updated their modems twice since I got this one.  I was told by a Bell employee that they don't ever upgrade hardware so only new customers get good equipment.  I spoke to a friend who had Bell and it turns out, he has gone through the exact same thing.  

Has anyone else up there had glitching problems during live sports?

And, yes, I have gone through the reboot modem and set box many times.  For what I pay for the service it seems wrong that I can't even watch TV without constant issues.

[BellNick]

Hi there @RodL 
Thank you for your post and welcome to the Community.
Are you able to share which receiver model you have?
is your receiver connected via ethernet or WiFi connection?
Are you able to test to see if the issue is reproducible on other stations?
Can you share which stations you are experiencing this issue on?
Looking forward to hearing back.
 

[RodL]

Thanks for reaching out. I’m on Hub 3000 modem with VIP 4K PVR receiver connected by ethernet cable. It only seems to glitch on TSN and Sportsnet HD channels during live or PVR hockey games. I switched out my receiver on Monday and during the hockey game last night it didn’t glitch so maybe it will last this time 

[BellNick]

Hi @RodL 
Thank you for the information and update and we're glad to hear it's now working.
If you have any further questions, please do not hesitate to contact the Community.

[GolferWayne]

I have and continue to have similar problems, picture and sound freezing.  Mostly when replaying a recorded program. 

My setup is: Aris 7802 STB, Ethernet connection, LG E6 smart TV, Home Hub 4000 Modem

Here is the steps I followed before reporting to Bell Tech Support:

• Run Virtual Repair (no Problems detected)
• Restart Fibe (Arris) box and Fibe TV
• Restart Modem
• Checked HDMI connections and are using a Bell supplied HDMI cable.

I do not notice similar problems while watching Prime TV programs directly through the LG TV.  If I don't use the the Arris 7802, problem does not happen. 

I have experienced sound problems while watching Prime TV through the Fibe TV app and obviously the Arris 7802.

I contacted Bell Tech Support, and when I explained the above, a new Arris 7802 was delivered. 

SURPRISE:  within a week I experienced the same picture/audio freezing while watching CBC News recording. The program was still recording as I started watching the 9:00PM recording at about 9:30PM.

When my frustration level drops, I will contact tech support again and request this be passed on to higher level tech support, not just the call centre supervisor. 

As an ex IT professional, with some knowledge of communications systems, it seems to me there is syncing issue with some component of the the Fibe TV system.  It is also possible (probable?) that the Aris box is not up to the task reliably.

I can't be the only one experiencing this issue, and while I'm sure it is not a simple problem, it needs to be fixed.  It is a little galling for Bell to continue increasing prices and not deliver a bullet proof system. 

[Skater90]

I, too, am having the same experience with picture freezing, pixelation, black screen, sometimes an error 1060. Many times it comes back on its own. I’ve even heard crackling sounds. I’ve followed Bell resolution steps including using Virtual Repair, unplugging and replugging receiver, rebooting modem and checking health status of wifi. As a coincidence Bell recently performed an upgrade to their system which should have improved the service. Other weird things happening on menu since this upgrade Oct 22/24. Phone support had me unplugging and replugging in receiver to no resolution. Escalated within Bell and tech sent out. He said signal was good. He did reconfig setting to direct to the Fibe Internet as before instead of the direct wifi connect as per upgrade. He did acknowledge some issues needed fixing with upgrade but not reassuring to me regarding this problem. After he left, problem reoccurred. Reported to phone support again. Once again their solution was to unplug and replug receiver and reboot modem. I’m frustrated. I know Bell can have great service as I was experiencing this before the upgrade.  Been on the Fibe service one year. Other neighbours in my community having same issue. Bell, I’m being asked to trust your experts but I’m getting no where. 

[BellPatricia]

Hi there @GolferWayne & @Skater90 

Thank you for reaching out to the Bell Community, and for all of the troubleshooting steps you have tried so far.

Does this happen on multiple receivers in your home, or just one in particular? Is it affecting all recordings or only those from a certain station/series?

If you are still having trouble can you please try a factory reset? Simply press the little Multi Function button on your TV receiver, then a menu will pop up with the option to do a factory reset.

Keep the Community posted,

@BellPatricia 

[Aviator]

I have had this issue for 1 year now it cannot be fixed end of story 6 Giga hub modem swaps and I lost count how many IPTV android receivers I have had swapped. Until the tv platform is swapped to a more stable version you have to put up with what you have and ask for a discount. I only have one other option and that is to cancel and leave for the red team who still use coax cable (no thanks). I have the fibre optic to house and modem and nothing but issues with tv. Internet has been ok.

[RodL]

I swapped my 4K reciever a few times and the issue comes back.  About 4 weeks ago, I tried again and so far it's okay but we shall see.  Like you, I am on fibre optic with the Fibe Better package. New LG TV.  

[Jamesp]

I have had the issue with tvs freezing and pixal, I have had Tv boxes replaced, modem replacement. Nothing changes . My daughter streams no issues! 
Not impressed with Fibe Tv

[RodL]

I went though a few 4K set tops and the recent one has worked so far.  A buddy of mine with the same issue twisted Bell's arm to have a tech come who installed a couple of white boxes in his house to boost signals and he said that fixed it.  A Bell tech told me as well to call Bell and ask for a retention officer.  Apparently, you only get the latest tech on new installs but if you can show your frustration, you will get updated modern hardware.  

[Terry M]

We have the white box and we just got a new 4K receiver.  It works a lot better but now we have a new issue.  In an hour long show that we have recorded, it will jump 7 or 8 times.  So it will go forward about 2 or 3 seconds.  Not a big deal but sometimes I wonder what we are missing in that timeframe.  At least it's not pixelating and freezing anymore.  It only took a year and a half for them to change out our 4K.  

[RodL]

That’s insane. It is a big deal. You deserve a refund for what you’ve been paying for as well as a tech to fix it. Maybe try that retention person 

[Jamesp]

Ok . I have multiple visits from technicians, replacing modems and receivers.  Works ok the starts doing the same thing! 
my daughter, streams everything, but because we have Bell tv , she can stream Bell tv without any issues, same shows that we are watching that are freezing! Answer that question Bell . Your boxes are junk and we are paying big dollars for your service, which doesn’t work!!