recordings keep stopping on their own

[kamirob]

I am watching tv  through my bell fibe using a VIP7802 box. Starting recently, while watching a show I have recorded, the show suddenly stops and goes back to the previous screen (the screen that displays the show information with the Play, Settings and Delete Recording option). I then have to play the show again from the beginning and fast forward to the spot where it stopped.  I have had this issue on a pretty regular basis. It seems to happen every 4 or 5 recordings that I watch

[WelshTerrier]

Good Day & Welcome

When your VIP7802 Fibe TV box stops playing a recording and jumps back to the previous menu, it is usually caused by a momentary drop in your Wi-Fi signal or a temporary glitch in the cloud PVR stream.

Please review the following suggestions:

1. Is your box is connected via Wi-Fi or Ethernet? If you are on Wi-Fi, ensure there isn't a lot of physical distance or walls blocking the signal between the box and your modem. Your best connection will always be an ethernet connection. If able to do so, this should be your choice for connectivity.
2. Power reset the VIP7802 box. This will clear any cache issues on your receiver. Unplug the power cable directly from the back of your VIP7802 box. Wait 30 seconds. Plug the power cord back in and wait a few minutes for the box to fully restart and load the guide.
3. If you are still experiencing playback errors or freezing, have you tried to run the Bell Virtual repair tool? This tool will detect any problems with your Internet, Fibe TV and Home phone services; reboot your modem and TV receiver(s); tests your hardware, optimizes your settings, etc.: Virtual repair tool
4. If need be, you can do a factory reset on the VIP7802. When you press the Multifunction button on the side of the receiver, a menu will pop up with options to Pair/Unpair accessories, Reboot, Factory reset etc.

Fibe TV: Virtual repair tool and support

Let us know.

Take care.

[Genie]

I am having the exact same problem, not only on the VIP7802 Bell Fibe TV box but on all of the streaming devices I have connected to the internet modem Gigahub. It has been doing this now for at least four weeks. Seems like it was after the android app by Bell was upgraded. Never experienced this problem before the update this year. It is very annoying and happens several times a day on any streaming device I am watching a Bell Fibe TV recording. After the recording starts it stops anywhere during the playback and then goes back to the program recording play screen and when I select play it starts at the beginning again and I have to fast forward to the time it stopped. Please get this problem fixed. Thanks 

[BellPatricia · Accepted solution]

Hi @kamirob & @Genie 

Thank you for reaching out to the Bell community and for bringing this to our attention. 

We have opened up a ticket with our TV technical team and they are investigating further. We will be sure to share any news as soon as we receive an update.

In the meantime, can you please share the specific recording (channel, name of the show) and when (date/time) it was watched when this happened last? This information may help the team better pin point the cause.

Looking forward to your reply,

@BellPatricia 

[Genie]

Hi Patricia, thanks for the response. My wife has written down times it has happened on the Bell Fibe box 7802 (all recorded programs on the Cloud from June 3 at 6:35 pm channel 1506 MS Now Nicolle Wallace, June 3 at 9:35 pm MS Now Chris Hayes, June 5 at 6:35, June 6 at 1:35 pm MS Now Nicolle Wallace, June 8 at 7:50 pm MS Now Ari Melber, June 9 at 6:35 pm MS Now Nicolle Wallace, June 11 at 7:35 pm MS Now Ari Melber, June 11 at 9:35 pm MS Now Chris Hayes, June 16 at 6:35 pm MS Now Nicolle Wallace, June 16 at 7:35 pm MS now Ari Melber, June 17 at 6:35 pm MS Now Nicolle Wallace. Hope this helps and that a solution is found as this is very annoying to happen this often. It has also happened when I'm watching the Bell App on an Amazon Fire TV in another room at various times of the day mostly on MS Now on the Katy Tur show in mid afternoons.

[Mayor of Smartarse]

I too am having this issue, most recently today (june 20) in recording the Ned-Swe world cup game. After 20 minutes it jumped back to the recording menu.

It also takes nearly two minutes for the streamer to display anything on the television (while the unit we have upstairs is nearly instant) and sometimes drops the signal during recordings and live tv.

Does bell not factory reset these devices before giving them to a new customer?