Bell Support Hard to follow on Mosaic on my TV
Today, June 29th 2026
Installation : December 2018, Universal Hub 3000 Modem/Router/TV/Phone, Basic 1080p PVR + 1080p Decoder
Replacement of modem, decoder and PVR for a 4K PVR in June 2022
First floor, Universal Hub 4000 Modem/Router/TV/Phone, 4K PVR VIP5662W, Basement, Decoder : VIP2502
Decoders and PVR and Modem are all rented
4 weeks ago, we called Bell Support for Basement decoder that didn't want to synchronize with the modem anymore
So we called them and after some tests, they said they will send a new one for replacement.
They forgot about us for 2.5weeks so we had to call them back and then we talked to them about the Mosaic on out TV.
We started to have some mosaic before but now, it became crazy.
On some channels, the image is just not moving, it starts and stop every seconds.
On others, it lags and then mosaic, and lag and start after a couple of minutes.
We are in Montreal so Radio-Canada is OK but TVA is lagging and mosaic too. Hard to understand why.
So I would understand, maybe, that a channel from California in the USA, far away from us, would or could have mosaic problem but those are 100% fine so there is a bigger problem.
We finally received the two decoders, new, installed it and sent back the old one.
Same thing, mosaic and it was even worst then before.
So I called back and explain, explain that some channels are OK and others are lagging + mosaic.
They said we're gonna send you a technician.
The technician came and he was more a seller than a technician.
The problem is more Support knowledge than anything else.
All his diagnostics were around that I have too many stuff connected to my modem, it draws too much resources from the modem so mosaic happens.
So I had to get into technician gear, which I'm a technician too and I trained many technicians in industrial production plants, but I never say it because it becomes a contest, but it doesn't mean that I cannot ask questions to demonstrate to that guy that, politely, he doesn't know what he's doing.
Since the beginning, me and my wife didn't want any wifi waves circulating in our home, so I decided to install 1Gb switches in strategic places in the house so all devices would be Ethernet connected, mainly because the Wifi system, some times, got lagged and had to "bufferize" and get back to transferring data, any data, while watching TV, while doing Internet stuff, etc.
So connecting all our PCs, TV decoder/PVR directly to the modem with ethernet cables solved the problem.
So the only WiFi waves we got were from our smartphone and tablets.
So in 8 years, I never had any "using too many resources" modem problems.
And we proved to that technician that he was is diagnostic was wrong when we turned off all devices connected by Ethernet, mosaic was still there.
He replaced the modem with a brand new one, of the same Universal Hub 4000 Modem/Router/TV/Phone and mosaic was still there.
And he kept saying the same thing, "You should call Bell and ask to replace your modem with a Universal Hub 4000 Modem/Router/TV/Phone Version 2.0 so it will be stronger and be able to supply services for all what you do, but you should never connect the 4K PVR and Decoder directly to the Modem with Ethernet cables, even if I tell him that signal and speed was better with those cables than by wifi.
This is like when we call Bell and we tell them that the Internet speed is down, they do their own test and naturally, it shows 1Gb/s but when I do it with OOKLA, it is not more than 750Mg/s.
But I didn't ask for a specific Universal Hub 4000 Modem/Router/TV/Phone.
We started to rent this one when we change from 100Mb/s to 1Gb/s.
We didn't have a choice if we wanted to get to 1Gb/s, but even today, we don't need more than 1Gb/s
But it seems that companies nowadays want us to get into conspiration theory and make them look bad.
Because, it is looking bad for Bell when you think about it.
Because it seems that Bell want to make us pay so they achieve their annual profit goals by making us change our equipment and bandwidth.
The contract is about getting services, the way those services are rendered it Bell problem, not mine.
And we don't want to pay for thing we don't need.
But right now, my contract is to get a tv service without mosaic, without having to invest more.
Mosaic is their problem, not mine but they have to honor our agreement.
The technician wants me to call Bell to get a stronger Modem because that one is old and I should pay more to get the other 2.0 version of the same, so this means that they will send me a new, the same, modem that they will update the firmware so it will stop the mosaic.
That's blackmailing to me.
It looks more like a injected problem so they can make more money with people that keep their devices for too long.
I counter argued all arguments from the technician because the problem is they come to people/users that don't know anything about an installations and consider they can say anything to anybody and they will say "you're right".
Am I the only one who has this problem ?
