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.

[Henco]

Picture gets blurry every 10 minutes. Change channel and go back, it gets better then it gets blurry again in 10 minutes. Tried rebooting box and it was OK for 3 days then started up again..... help.

[dks]

A couple of things come to mind. Is this fibre or satellite TV?

One is an issue with your connection . Is it wired or wireless?

Finally, can you plug another device such as a computer monitor into your receiver? Does the problem reoccur? If it does, the issue may be in the receiver. If not, the issue is in your monitor or TV.

Looking forward to more conversation. 

[Henco]

It's Fibre and it's a wireless connection from receiver to modem, then wired (HDMI) to TV. TV is a good quality and 8 months old. I'll try another TV to see if I get the same thing

[Henco]

I hooked up another TV to the receiver and the exact same thing happened. Another symptom is that the sound cuts out. Again, change channel up then down fixes it.

[BellPatricia · Accepted solution]

Hey @Henco 

Thanks for your post and welcome to the Bell community.

Can you clarify which receiver you have? What type of HDMI cord are you using? What is the Wi-Fi signal strength on your receiver?

Also, is this affecting a specific show/channel? 

A few things that we recommend are to test a direct Ethernet connection, especially if you notice the Wi-Fi signal is weak. You could try moving the equipment closer together to help improve the signal too.

If the issue persists please use our Virtual repair tool as it can help detect and fix issues with your network. Be sure to run the tool at the same time you notice any trouble.

Keep us posted,

@BellPatricia 

[Kulturific]

My TV picture keeps scrambling and pixelating. Also, sometimes the sound cuts out for no reason. 

       I used Bell's trouble shooting app and it said that my modem is ok.  But it said that there was a problem with the wi-fi connection. Then it started to check the outside hardware--but it hasn't given me any feedback. No resolution. 

[Vanadiel · Accepted solution]

I am assuming you already used the virtual repair tool: https://support.bell.ca/internet/connection-help/troubleshoot_my_wi-fi_and_internet

If not, and you used a different tool, try that one first. If the issue persist, you likely are having some kind of WiFi issue if the TV module is connected using WiFi.

Bell Wi Fi checkup tool 

[Oboy]

Picture and sound freezing on most channels. Some time for a few seconds at a time but tends to get worse…more frequent and longer freeze. I’ve rebooted 3 times but no change.

[BellPatricia]

Hey there @Oboy 

Welcome to the Bell community. We are here to help and just need a bit more information.

Let us know which TV receiver you have, and if this happens on multiple receivers. How is the equipment connected; via Wi-Fi or Ethernet? When you rebooted your TV receiver did you reboot your modem too? 

We recommend that you use the Virtual repair tool when the picture and sound freezes as it can help detect an issue with your service. You ca find a link to virtual repair and some more troubleshooting tips in our Helpful replies

Let us know if you need any more help.

@BellPatricia