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.

[jonsey3336]

Hi dks, I don’t mean to be rude but all you took from my post is that it Samsungs problem!! or third party equipment!!!!! Maybe read my post over again and you will see that I just wanted to tell who was reading this what my equipment was. And as I said it was working perfectly fine for about 2-3 yrs then one day all this started. I don’t know if any of you all-stars read the other posts, but I think it was on the 2nd or 3 page of this forum, the gentleman said he was on chat and got a Montreal tech with amazing diagnostic abilities and he told his issues and the thee of them got it looked at and fixed in two days. One of the tech’s went to the brown cabinets outside and said the man’s fibe was connected to OLD equipment and that the whole cabinet was a rats nest of none specified wires. I have been dealing with this problem for 3yrs know and I am paying $348.59 a MONTH for this kind of treatment. All I would like, is competent work for what I have been paying for the last 30yrs and more. This going to be my last try and if nothing happens I’ll cancel my hardline, Fibe and internet and I will buy an antenna and see what I get.

[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 can 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 

[Shelldog11]

Sound cuts in and out

[dks]

Thank you for your brief report. Which service are you using? Fibe TV or Bell Satellite TV? Is this through the Fibe TV app or a streaming device? If through a streaming device, which one? Some details of your viewing device such as TV or other information would be helpful. Looking forward to further conversation . 

[WelshTerrier]

Good Day & Welcome.

Thank you for contacting the Bell Community Forum. In order to assist you further, we would need for you to help us to help you by providing us with some further information.

This is a peer-to-peer website. As such, we do not have access to your account & equipment records.

1. Which Bell TV service do you subscribe t.o? Fibe TV, Fibe TV App or Satellite TV
2. What type of device are you using to access Bell TV programming? Bell TV box or receiver, Bell Streamer, mobile phone or tablet, computer, SmartTV, Firestick, Apple TV, etc.
3. How is your device connected? Wired or wireless, HDMI cable, etc.
4. Have you done any troubleshooting to isolate your audio issues? Checked cables, cords, restarted device, receiver, etc.

• Fibe TV: troubleshooting tools, virtual repair tool and support

Let us know & we will do our best to assist you.

Take care.

[MSK1]

I have the exact same issue, spent countless hours on the phone with Bell and even after receiving a new modem and receivers the issue is still not fixed. I am considering switching providers now - paying for an expensive service that doesn't work is unacceptable, and I am tired of being told to reboot my modem and receivers which is what they always ask me to do...

There are too many good providers out there to settle for a substandard service...

[BellNick]

Hey there @MSK1 
Thank you for your post and welcome to the community.

• How is the equipment connected (Wi-Fi or Ethernet) and have you tested both connections to see if the issue persists?
• If on Wi-Fi, have you tried moving around your receiver / modem to get a better signal?
• Have you attempted to use the Virtual Repair Tool while experiencing the issue?
• Have you tried a different HDMI cord?

Looking forward to hearing back.