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]

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.

[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 

[Snoopy512]

The last few days, I’ve noticed strange changes happening in my TV. 

- while watching live TV, I lose the sound or the picture will freeze; I change channels & it comes back 

- the picture becomes pixelated for a few minutes; I change channels & it comes back clear 

- when fast forwarding during recordings on PVR, lose sound; exit PVR & go back in & sound returns. But sound is fine when I just skip ahead 10 secs at a time 

Any suggestions?

[BellPatricia]

Hi there @Snoopy512 
Thank you for your post and welcome to the Bell Community.
To start, please share which TV service (Satellite/Fibe) and receiver you have.
Did you already try rebooting your equipment?
If you have Fibe TV how is the receiver connected (Wi-Fi or Ethernet) and have you tested both connection types to see if the same thing happens?
Does it happen at specific time frames during the show/recording and on multiple devices, or is it sporadic? Does this issue occur with all channels when watching live TV/recordings or just with a certain station? 
We hope to hear from you soon,

@BellPatricia

[Davepsax]

Why is the signal quality so poor on Bell Fibe TV? My audio continues to drop out on all 3 TV receivers. I have rebooted everything multiple times, tech services tried everything in their tool palette and my modem has been replaced, I have tried splitting the signal to use 2.5 ghz , all to no avail. The modem is no more than 25 feet from the first receiver without barriers. What is going on? Boosters should Not be required. Again...?

[BellPatricia]

Hey there @Davepsax 

Welcome to the Bell Community 🙂

What TV receivers and Internet modem do you have? Are your receivers connected directly to the TV set, or is there any third party equipment in between (such as a home entertainment/audio system)?

Can you share which steps the technician already took to try and resolve this?

We recommend that you check the Wi-Fi signal to your receivers with the Wi-Fi Checkup tool, which you can also use to help optimize your connection:  Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool

Another option is to connect your receivers directly to the modem via Ethernet (we suggest using a premium Ethernet cable).

Try that out to start, and let the Community know how everything is going.

@BellPatricia 

[Davepsax]

What ultimately calmed the dropouts was for the chat tech to reboot each of my receivers remotely using the wifi mac address on the underside of each box.

[Bills1]

If you, can try moving the modem closer to the receiver or connect directly with an Ethernet cable if possible. If this doesn't solve the issue I would call Bell to come & fix the problem. 

[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 

[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