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.

[BellPatricia · Accepted solution]

Hey @Jazoulay  Thanks for reaching out to the Bell Community.

Which type of TV receiver are you using, and is this happening on one receiver or multiple? Is this affecting multiple channels or one in particular? Which Audio output setting do you have selected on your receiver?

Are your receivers directly connected to your modem via Ethernet or connected over Wi-Fi? If connected via Wi-Fi, can you please test a direct Ethernet connection from your receiver to the modem?

Is there any third party equipment plugged in between the receiver and your TV? If so, please plug the equipment directly into the TV via HDMI to see if there is an improvement. 

When your experience any issues with your Fibe TV or Internet service, we also recommend running the Virtual repair tool. The tool will help optimize your service and also detects and fixes issues.

Let the Community know if you're still experiencing issues after trying out those steps.

@BellPatricia 

[Southender]

Yes, the consensus seems to be the problem is with the Surround Sound output. 

Turning it off fixes the problem for me on all my TV's. But that's not an acceptable solution - I specifically went with Fibe TV (vs the cheaper Fibe App) because I want 4K and Dolby Digital.

[rouge]

I'm in the same boat. The sound is glitching randomly. Seems to be more significant on sports channels. Never had an issue watching 4k over WiFi at the same location with the previous provider.

[NoSubsRequired]

Yup, I have the same issue on an Nvidia Shield. It looks like the app just doesn’t handle Dolby properly.

[BellNick]

Hi there @NoSubsRequired @rouge 
Thank you for your post and welcome to the Community.
We would recommend checking to see if your audio settings are on Stereo mode. If not, please test this on Stereo mode and let us know how that goes.
Looking forward to hearing back.
 

[rouge]

@BellNick  when set on stereo, I haven't seen the same glitching. But I don't think that it's an acceptable long term solution. The box is advertised as 4k TV, I don't think it's unreasonable to expect it to work with surround sound.

Surround sound seem to cause many issues, I'm also experimenting sound delay issue with the Fibe Tv App on a Chromecast with Google TV that goes away when set to stereo.

[NoSubsRequired]

Hi Nick - thanks for the reply. I have switched the app to Stereo output, and that stops the stuttering. However, I want to listen to broadcasts in surround sound. I think it should function as intended. Please update the Android TV app to properly output surround sound. 

[SandJ]

Stereo mode works perfectly fine. It’s Dolby Surround that doesn’t work very well. Hasn’t anyone from Bell been able to replicate this yet? It’s easy. Pass audio over HDMI thru an A/V receiver, select Surround on Bell receiver. Listen to any program that is broadcast with 5.1 support. You’ll hear the studder very quickly. Listen for 5-10 minutes and you’ll hear it many times. It’s a software problem with the Bell box. 

[BellKris]

Hi there @SandJ. Thank you for reaching out to the Bell Community.

We recommend plugging the TV receiver directly into your TV set without any third party equipment in between.

Please test that out, and let the Community know if you are still having trouble afterwards.

[SandJ]

A TV is not a surround sound device. It fakes surround thru 2 speakers. The Bell Fibe receiver offers support for a variety of surround sound modes incl. Dolby Digital, DTS, Dolby Atmos, etc., and that can only be accomplished thru an A/V receiver. Lots of people here are reporting the exact same situation! with a large variety of connections, but the one constant s the Bell box. The problem is undoubtedly the way the Bell receiver box is processing the audio signal. I told you how to easily reproduce the problem, so rather than telling us to connect to a simple 2-speaker TV system and pass thru surround sound, why not try to fix the actual problem? There is a problem and it’s extremely easy to recreate. I had a variety of Rogers/Shaw boxes before this using the exact same setup and never had any sound or video problems. Your problem is a software/firmware problem. Please open a case with the box mfr., get it fixed and release a new S/W update. 

[kibosh]

Well I do have some good news. I just watched an entire hockey game without ANY audio or video dropouts.  A couple days ago I got update 3.8.1088.1

I will give it some more time before declaring it fixed but this is encouraging!

[kibosh]

The update has been pretty good for the most part for me.  Most of the glitching is gone while watching live TV.  There are occasional glitches but it is far better.  While playing back recordings there is almost always an audio and video glitch when you fast forward or rewind.  So after skipping a commercial you will get a glitch.

I don't know why these issues are so hard to figure out.  Not sure if it's the hardware or software but I can't beleive it hasn't been sorted out by now.  I am also shocked at how long it is taking to roll out . . . maybe because it still has issues?  If so, it would be better to roll this version out and keep on working to improve it. 

[P-A O]

Adding my name here same problem.. audio glitching everry 10-15 mins I'm using a samsung 5.1 dolby surround.. very annoying.. glitching only on Bell fibe tv not on the other apps...

[BellPatricia]

Hi there @P-A O,
Thanks for posting in the Bell Community 🙂
Does this affect multiple receivers in your home, and is your TV equipment connected via Wi-Fi or Ethernet?

A quick reboot of your TV receiver and modem is a great first step to help resolve many issues.

A few other things that we recommend are: 

• If you are connected via Wi-Fi test a direct Ethernet connection from the receiver to your modem.
• Ensure the receiver is plugged directly into your TV set with no other equipment in between. 
• The receiver should be in an open space clear of obstructions or interference that could be caused by any other devices as well.

If you continue to have trouble you can also test a different HDMI cord and port on your TV.

Please try out those steps, and let the Community know if you are still having trouble.

- Patricia