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 your modem closer to your receiver/PVR. This solved my picture freezing & pixellating issues.

[BellNick]

Hi there @Terry M 
Do you have another device where you can install the Fibe TV app and test the same recording to see if it also glitches on that device (to confirm if it is only impacting your receiver)?
Looking forward to hearing back.

[BellNick]

Hi there @Jamesp 
Thank you for your post and welcome to the Community.
Does this happen with both live content and recorded content or is it only impacting live or recorded content?
How is your receiver connected (WiFi or ethernet) and have you attempted both connection types to see if the issue persists?
Are you receiving any error codes or messages on either your television or modem?
Are you able to confirm which model modem you have?
Looking forward to hearing back.

[BellNick]

Hi there @Aviator 
Is your receiver connected via ethernet connection or WiFi and have you tested both connection types to see if the issue persists?
Do you have have multiple receivers or just one? If multiple, does the issue occur on both or only a specific one?
Looking forward to hearing back.
 

[Aviator]

Good day, Yes happens with both boxes, box is hard wired by the expert top level engineer from bell who was sent from executive team, I have found out that the FoNsE update for the receivers is needed as the platform as it is now is bad. I have had to many modem swaps and box swaps but at least it has now been addressed that the boxes programming is bad. If I watch on iPad through the app I have no issues or if you use app no issues. But soon as you use boxes to many issues to list.  My main tv is Samsung and no app for that make of tv.

[PITA77]

Tv picture freezes for one minute or so and sound goes out - intermittently

[PITA77]

Bell Fibe installed contract as of  January 24 2024 . Had three technicians to get Fibe up and running - was without any devices except cell mobility phone for 5 days.  Model VIP 7802;  there are four receivers and four TV’s; yes I am experiencing this issue on all four TV’s; connected thru wifi.  Yes I ran all the Virtual tool box tests and the result was signal strength RSI was poor under Network Info; if you check my records yesterday Nov 24 at 2:22 pm I called tech and she tested the outside lines and then told me that she would create a ticket for me to replace the modem. My landline which is wifi as you know kicks out as well after an hour conversation. 
what happens now when you see so many other frustrated customers saying the same thing?  Just to make you aware that on Niven Road in NOTL there was a new and large size Bell station box established when new construction started last year ie winery, hotel, and grocery store. There will be more coming. These are just being built but the winery needs to complete inside only.

[mikef]

Same issue here for a few months now. Watch a recording on the new Android Bell PVR box and every few minutes the sound cuts out for about 5 seconds and then works again. Super annoying

[Aptic]

@mikef   Try turning off surround sound on the Bell box and see if that makes a difference.

[BellNick]

Hi there @PITA77 
Thank you for your post and welcome to the Community.
If you are seeing that your signal strength is showing as poor, it could be due to interference within your home (walls / floors, metal / electrical within the walls, large furniture or objects, etc). Are you able to connect one of your receivers via ethernet connection instead of a Wi-Fi connection to see if the issue persists?
When the issues are occurring and your home phone kicks you out, do you see any error message showing on your modem?
Looking forward to hearing back.

[PITA77]

Nick really! Interesting how for 10 months ‘my walls, floors, metal/electrical within the walls ‘ have NOT CHANGED but this could be the cause. why should I be inconvenienced and connect via Ethernet.  Bell is responsible for Wifi to work efficiently. Your technician installed my modem for Fibe January 2024 in the basement instead of leaving it accessible for viewing error messages  on the first floor- convenient for the user. So troubleshooting for error messages is a problem for me. Nick you have been no help or support.  So my next step is to contact one of the executives that I’ve had conversations with before.

[mikef]

I am just running optical audio from TV to Sonos play bar. I have been a Bell Fibe TV subscriber since 2013. This never ever happened with the old pvr hardware. On the new hardware it never happened either until around September. It happens on recordings and live TV but more pronounced and frequent on recordings. I would guess it is definitely a Bell modem or pvr hardware issue. I am only going to put up with this in the short term. If not fixed soon, I have to find an alternative. It is driving my wife and I nuts 

[mikef]

Oh, and I am Ethernet all the way from modem/ router to Bell box, no wifi 

[PenguinJoe]

Had the same problem. Same service 1.5 Gb FTTH. Changed the android receiver. Narrowed it down to the bell modem. They replaced it with a gigahub modem and the issue went away. 

I've since upgraded the house lan to 2.5 bit. Wireless only on some devices like phones, tablets and notebooks.

[mikef]

Thanks, I'm going to call and ask to switch out my Hub4000 for a Gigahub because the way it is now is brutal.