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.

[P-A O]

Still have the same issue! I have a good Samsung sound bar and I reboot multiple time my receiver and also repaired with my giga modem and no result.. it really annoying why they don't take this problem seriously?

[JDB1]

I have had this problem with my PVR freezing since October 2023.   Bell notified me they would replace the receiver.   When the technician came, I was informed I would lose all of my programs.   I decided I would catch up on watching the shows and I am now at 3%.   

I have called Bell over and over and over again and have had to self replace 2 receivers and still the problem persists.   I am dumbfounded at how awful the technical support has been to me.   One gentleman told me that he would fix it (sternly), and I wouldn't have the problem again - 2 weeks later, and it is back.   One female technician told me to upgrade my internet (even though my speeds are fine), and sent me to billing.   Billing had no idea why I was there, and had to send me back to technical support.    It is the main receiver for sure.   I can watch all my shows on my ipad, my computer whether I am in the house, or in another location.   It is the main receiver.   Finally!!!   I am being sent a new main receiver which I will have to self install.   I hope this works.

One smart technician finally was able to diagnose and solve the problem without getting me to "upgrade".   Easy answer for all the other technicians.   But doesn't solve the problem.  

[Newnewguy]

I had similar problems which were reduced when a Tech installed  Wireless Transmitters ( VAP 3400) direct

to the Bell TV reciever...this seems to boost the signal to the Giga modem. There was no cost and I am sure they are happy not to hear from me...it has been about 1 year...worth the call!

[JosephP]

I've tried that--I had the 4K Android receiver connect to the GigaHub wirelessly and it kept on glitching.  Now, I am using the ethernet cable that connects directly from the wall to the receiver and the stuttered, delayed image on the screen everytime I change the channel continues.

[Newnewguy]

https://support.bell.ca/fibe_tv/receivers/nova_remote.install_or_replace_your_wireless_transmitter

Try adding one of these from Bell

[Honeybadger]

The picture started pixelating in January, and by June it was unwatchable because it was so bad and the sound also breaks up. Does it on all 4 sets, including the hardwired PVR. Over 20 calls to Bell technical support, 4 service calls (including 5 hours last Friday) and Bell can't fix it. They have replaced the modem twice, VAP, PVR, terminal port, multiple remote attempts (and they mucked up the internet in the process). Today they said the only thing left is to switch to a 4k PVR. Did that and it's still the same. The problem has been escalated to "Level 2", "White Gloves", "Executive Technical Support" and a couple of others and they can't figure it out. I've had Fibe for maybe 10 years and it was great until now. Surely Bell can fix this?

[BellPatricia]

Hi there @Honeybadger,

Thank you for your post 🙂

This could be caused by an issue with HDMI. We recommend that you ensure your receivers are plugged directly into your TV set with no third party equipment in between. Also, please test using a Premium HDMI cord and try out different HDMI ports on your TV set too.

Let the Community know how things are going.

- Patricia

[Honeybadger]

Not HDMI cables, wifi interference, PVR, modem, VAP, my alarm system or anything else Bell suggested. It turned out to be a bad card at a Bell facility 0.5km from my house. It took 5 service calls (11 hours total) and 30 calls to tech support over one month. They finally put 2 and 2 together because other people in the neighbourhood were are having the same issue (although Bell told me several times they have never seen this problem before). Glad it's finally fixed but not at all happy with how it was handled.

[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...?

[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 

[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.

[Bills1]

If you, can try moving the modem closer to the receiver or connect directly with an Ethernet cable if possible. If this doesn't solve the issue I would call Bell to come & fix the problem. 

[GolferWayne]

I have and continue to have similar problems, picture and sound freezing.  Mostly when replaying a recorded program. 

My setup is: Aris 7802 STB, Ethernet connection, LG E6 smart TV, Home Hub 4000 Modem

Here is the steps I followed before reporting to Bell Tech Support:

• Run Virtual Repair (no Problems detected)
• Restart Fibe (Arris) box and Fibe TV
• Restart Modem
• Checked HDMI connections and are using a Bell supplied HDMI cable.

I do not notice similar problems while watching Prime TV programs directly through the LG TV.  If I don't use the the Arris 7802, problem does not happen. 

I have experienced sound problems while watching Prime TV through the Fibe TV app and obviously the Arris 7802.

I contacted Bell Tech Support, and when I explained the above, a new Arris 7802 was delivered. 

SURPRISE:  within a week I experienced the same picture/audio freezing while watching CBC News recording. The program was still recording as I started watching the 9:00PM recording at about 9:30PM.

When my frustration level drops, I will contact tech support again and request this be passed on to higher level tech support, not just the call centre supervisor. 

As an ex IT professional, with some knowledge of communications systems, it seems to me there is syncing issue with some component of the the Fibe TV system.  It is also possible (probable?) that the Aris box is not up to the task reliably.

I can't be the only one experiencing this issue, and while I'm sure it is not a simple problem, it needs to be fixed.  It is a little galling for Bell to continue increasing prices and not deliver a bullet proof system. 

[Skater90]

I, too, am having the same experience with picture freezing, pixelation, black screen, sometimes an error 1060. Many times it comes back on its own. I’ve even heard crackling sounds. I’ve followed Bell resolution steps including using Virtual Repair, unplugging and replugging receiver, rebooting modem and checking health status of wifi. As a coincidence Bell recently performed an upgrade to their system which should have improved the service. Other weird things happening on menu since this upgrade Oct 22/24. Phone support had me unplugging and replugging in receiver to no resolution. Escalated within Bell and tech sent out. He said signal was good. He did reconfig setting to direct to the Fibe Internet as before instead of the direct wifi connect as per upgrade. He did acknowledge some issues needed fixing with upgrade but not reassuring to me regarding this problem. After he left, problem reoccurred. Reported to phone support again. Once again their solution was to unplug and replug receiver and reboot modem. I’m frustrated. I know Bell can have great service as I was experiencing this before the upgrade.  Been on the Fibe service one year. Other neighbours in my community having same issue. Bell, I’m being asked to trust your experts but I’m getting no where. 

[BellPatricia]

Hi there @GolferWayne & @Skater90 

Thank you for reaching out to the Bell Community, and for all of the troubleshooting steps you have tried so far.

Does this happen on multiple receivers in your home, or just one in particular? Is it affecting all recordings or only those from a certain station/series?

If you are still having trouble can you please try a factory reset? Simply press the little Multi Function button on your TV receiver, then a menu will pop up with the option to do a factory reset.

Keep the Community posted,

@BellPatricia