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.

[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?

[BellNick]

Hi there @Sfrustrated  
Thank you for your post and welcome to the Community.
Are you able to confirm which television receiver model you have?
Are you also able to specify the issues you're experiencing?
Which modem model do you have?
Have you tested an ethernet connection to see if the issue persists?
Looking forward to hearing back.

[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...?

[Davepsax]

And my video and audio go totally black for 15-20 seconds at a time. Audio studders a lot. Why?

[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 

[1Frustrated]

 Incredibly frustrated. TV freezes, picture pixelated happens on several channels and on recorded programs.  I have one only been set up since Oct 5.and not impressed.  Connected via wifi

[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.

[BellNick]

Hi there @Davepsax 
Thank you for the information. Just to clarify in your latest reply, are you still experiencing issues or was this resolved after the receivers were remotely rebooted?
Looking forward to hearing back.

[Davepsax]

Well, for the most part things are better. However while more rare now the audio still drops occasionally. 

[BellNick]

Hi @Davepsax 
Can you share which receiver models you have and which model modem you have?
Do you have third party equipment connected (such as sound systems)?
Have you checked the WiFi signal to the receivers through the WiFi checkup tool and can you share the results?
Do you have the ability to test an ethernet connection to see if the issue persists?
Looking forward to hearing back.

[Davepsax]

My receiver models are all ARRIS VIP7802. My modem is a Gigahub Fast 5689E.
No third party equipment connected (such as sound systems).
The WiFi signal to the receivers through the WiFi checkup tool is excellent.
I do not have the ability to test an ethernet connection to see if the issue persists because the modem and receivers are in different rooms.

[BellNick]

@Davepsax, 
When you say the audio drops occasionally, can you provide further details? 
How often is "occasionally" (every day, one a week, twice a week..)?
Are the audio drops random (if the first audio drop occurs, does the second audio drop happen after a specific time has elapsed or is it completely random)?
While it may be hard to determine, but if possible, are the audio drops occurring on all the receivers at the same point?
Do the audio drops only occur on live TV or does it also happen with recordings?

[BellPatricia]

Hi there @1Frustrated 

Thank you for your post and welcome to the Bell Community.

What type of receiver(s) and modem do you have? Can you test an Ethernet connection to see if that makes a difference in your home? Please share examples of channels and shows you experience this on too.

Have you used our Wi-Fi Checkup tool to review the Wi-Fi signal strength to your receivers? We recommend checking out this How To for a bit more information on using the tool: Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool

Looking forward to your reply.

@BellPatricia 

[Sfrustrated]

Hello @BellNick,  Thank you for your attention with this issue.  I am still having this freezing issue.... My two TV receiver models are both VIP7802 and the modem is Giga Hub.  They were all replaced recently because of the freezing issue.