topic Re: Is the new bell Fibe box only pcm audio? No dolby digital?? in TV & Streaming

Bell 7802 Fibe TV Box - Unable to toggle sound options

TMcG — Fri, 31 Mar 2023 16:12:41 GMT

Anyone else having this issue? I can only get Stereo PCM from the box. Every time I try to change the settings in audio to allow other formats the toggle doesn't move but I can see the box flash that it has received the signal.

I am using a Sonos ARC connected to the eARC port on my box and have passthrough enabled.

Re: Bell 7802 Fibe TV Box - Unable to toggle sound options

Gizmo1 — Sun, 02 Apr 2023 15:43:52 GMT

I had the same problem. I fixed it by going into audio settings, scrolling down to “select formats”, press ok and change to auto. This worked for me, hope it works for you.

Re: Bell 7802 Fibe TV Box - Unable to toggle sound options

JVM410h — Fri, 19 Apr 2024 00:16:46 GMT

If you try a surround format the center channel volume goes up and down. It’s terrible. Live sports like hockey seems worst when announcers speaking. Not sure why Bell has not addressed this?

Re: Bell 7802 Fibe TV Box - Unable to toggle sound options

Retiredandbored — Sat, 20 Apr 2024 03:33:35 GMT

I ran into a different issue with the automatic surround sound option.

With my Samsung sound bar that is connected by the device Bluetooth when set to auto it did not choose my Dolby DTS surround 2.0.

When I tried to watch crave shows from crave app on the box it returned error of not able to connect to service.

After talking to bell support to no success I contacted crave support. They advised me it was a known issue with this box and bell had been advised and had indicated they were working on it. That is a year ago now.

Set option to not automatically choose to surround sound options and crave connects.

All other general areas of bell fibre with auto select Dolby worked just not crave.

Works on bell streamer.

Another reason for making the streamer my primary box.

Clearly the 7802 has known issue like Dolby, remote connections, black screens, lagging and others. I have alternate boxes and currently have credit on it and recording so I can live with but long overdue like Crave to acknowledge this known issue on Dolby with the Bell Streamer and to make a priority to address the required debugging testing and upgrade.

Like all companies bell has trouble with new technology but how about showing that you stand above the crowd on service support.

I already escalated this for review to higher teer support with no change in a year. I will leave it forum moderators to escalate and keep us up to date on known issues as reported here and to update posters.

Personally I believe the forum is best used for a question for possible answers from members but if solutions are not forth coming or not satisfied then contact support directly and use escalation process if needed. That is why the process exists for all services with required reference to the process in the support docs and our bills and contracts.

You can't escalate from the forum level as it is merely a peer support forum and most more formal suggestions come from. The same knowledge base available to all of us and support staff.

Not to say that good suggestions and direction can come from the forum but if the responses aren't usefully call or chat with support and document document document.

Hopefully changes will come soon after identification as there seem to be many issues with this new model of tech and who wants annoyance and frustration in their lives when solutions to technological and programming and integration of services can always be dealt with with problem solving priority setting resource provision and pride in making quality number one for all involved

From the approach to program development and project management I was trained in decades ago.

Here's to successful resolution.

Bruce

Bell 7802 Fibe TV Box - Unable to toggle sound options

Loreto — Thu, 25 Jul 2024 12:11:15 GMT

Is the new bell Fibe box only pcm audio? No dolby digital??

Re: Is the new bell Fibe box only pcm audio? No dolby digital??

WelshTerrier — Thu, 25 Jul 2024 10:18:22 GMT

Good Day & Welcome to the Bell Community Forum.

You can view & adjust your audio setting on the Fibe box VIP7802 by:

Press the Home button on your Fibe TV Voice Remote and select Settings.
Scroll to Audio and visual.
Select Digital audio.
Select the desired audio output for your TV.
Save your settings.

Take care.

Re: Is the new bell Fibe box only pcm audio? No dolby digital??

Linkerz — Thu, 08 Aug 2024 03:29:00 GMT

This option is no longer available since the new update - can anyone advise how to get the Dolby Atmos signal? My audio options are just auto and never

Re: Is the new bell Fibe box only pcm audio? No dolby digital??

WelshTerrier — Thu, 08 Aug 2024 10:13:09 GMT

Good Day & Welcome to the Bell Community Forum.

Do you have a Fibe box VIP7802?

You can view & adjust your audio setting on the Fibe box VIP7802 by:

Press the Home button on your Fibe TV Voice Remote and select Settings.
Scroll to Audio and visual.
Select Audio.
Select Advanced settings
Select the desired audio output for your TV.
Save your settings.

Fibe TV Voice Remote: Complete List of How-tos and Tutorials from Bell

Watching shows with your Fibe TV Voice Remote : Changing your surround sound settings (bell.ca)

Take care.

Re: Is the new bell Fibe box only pcm audio? No dolby digital??

Retiredandbored — Sat, 17 Aug 2024 18:13:17 GMT

My 7802

First there is no advanced setting only sound under device settings and sound at first page of settings under the icon to right called audio.

Choice. Click on select formats not any of Dolby options below

You can click on them they highlight but no change occurs.

Click formats. You will see that current setting is never use surround sound.

Note in my experience if you do set up for surround sound then crave app on 7802 cannot connect. So if you want to use the app rather than channel on five tv service you cannot have any surround sound.

Back to settings. Click on select formats.

Only options are manual that is bmnone never use suttmmeroubd sound which is the default setting I mentioned above

Choose auto

At first you will see all the choices of surround available are off. As it is on auto you cannot select any. Go back choose audio again and you see auto and select formats and what auto choose

You cannot change this choice.

In my case I got Dolby digital and plus but not DTS which my sound bar supports.

My experience with surround sound on other devices using android tv is I get full Dolby surround on one but only pcm. I do know what the other Dolby standards sound like and pcm.

Even though it says it choose Dolby digital and plus it sound like pcm.

So my experience is that although I can only get the automatically chosen types I don't believe I am getting Dolby just pcm which isn't even a choice.

Different on the bell streamer too. That is another discussion.

Try it. I don't know if your Dolby Atmos will come up or not.

So in summary @WelshTerrier

I can't replicate your suggestions and I don't even trust what was selected. My ears suggest otherwise.

The helpful answer gets the same result I do. I don't know what Dolby they got.

My response at the moment unless told otherwise is uniquely to me.

Let us know

Re: Is the new bell Fibe box only pcm audio? No dolby digital??

Retiredandbored — Sat, 17 Aug 2024 19:31:04 GMT

Update on crave and Dolby I mentioned. As of day of testing I contacted support asked ifvitcwas fixed. They had me go through steps and it worked and said there are no issues reported. So it is now a historical and fixed problem. Yeh. Guess I would have benefitted from testing before I chatte. It would have given me a chance for a possible more productive use of my time.

I have learned. Test it again before I call because I don't get an answer to has it been fixed. I will check in the future before I contact.

Live and learn

My information is now known to those on the forum and hopefully the internet searches provide this and other sources become updated. Now that it is fixed it will gradually disappear in current searches by latest result.

Always willing to learn and pass on

Bell 7802 Fibe TV Box - Unable to toggle sound options

pgoo — Wed, 15 Jan 2025 14:53:31 GMT

Hi all, a Bell technician came at my place on Sunday to install the new cloud PVR receiver, the VIP7802. I tried to change the sound options by selecting "Auto" and then I tried to toggle (activate) "Dolby", "Dolby plus", etc. but they can't toggle to be activated (they don't change in the green color...). Am I the only one in this situation?? I have a Sonos soundbar and all I get is PCM stereo. Even if I go in the Apps like Netflix or Disney+ all I get is PCM stereo. I called Bell this morning and they say that it's the latest update that did that... He said there would be a new update in the future to fix that. Anybody have the same problem as me???

That means I have a Sonos soundbar and the best I can get is stereo...

Re: VIP7802 - All sound options are in grey

WelshTerrier — Mon, 13 Jan 2025 20:47:32 GMT

Good Day.

I have the Giga Hub modem & I also have the Sonos equipment following: Beam Bar, Sonos Sub, 2 x Sonos One speakers, 2 x Sonos SL speakers & a Sonos One speaker. All of which are up and working.

How did you connect your SONOS soundbar to your TV & VIP7802? Did you follow the SONOS instructions or did you set it up like any normal audio receiver?

Did you check your audio settings on your VIP7802?

Which version of the SONOS app are your using? The most current version is: 80.15.04.

I can offer you the following suggestions:

Start over from the beginning. Reset all of your Sonos equipment back to factory default.
Unplug all of your Sonos products & set each of them up one at a time.
Delete Sonos from your network & any device information from the Giga Hub.
Remove the Sonos App on all of your smartphones & computer. Reinstall the apps.
Follow the Sonos setup steps precisely!
Your mobile device must be on & connected to your existing Wi-Fi network. It must have a good signal & near the Sonos device that you are going to connect.
If you have a Sonos Sound bar, start there first then connect each sub component, rear speakers, sub, etc. Move on to the remaining devices & leave the Sonos Move or Roam until the end.
After everything is up and running, login to your Giga Hub, select devices, give each Sonos device a name & a Dynamic IP address.

I have included the following only as a reference point from their web site:

Connection Issues | Sonos

Connect Sonos to a new router or Wi-Fi network | Sonos

Help and Support | Sonos

Thank you for posting your question.

Take care.

Re: VIP7802 - All sound options are in grey

pgoo — Mon, 13 Jan 2025 21:15:57 GMT

Hi, the Sonos system works properly and it is running on the latest software (I'm 100% sure of that). It is connected to the TV via HDMI EArc. As mentioned in my post, it is the VIP7802 box that is the problem. All sound format cannot be toggled to "ON" (even if you try to activate it, it stays greyed in the menu). That being said, it only allows the PCM stereo format (default). The technician installed the box but I didn't do anything in the Sonos software (it wasn't required with the old box...). I was wondering if any other users had this problem. When I called Bell technical solutions they told me they were aware of the problem and that eventually they would fix it... but when? I have a Beam Gen 2, a mini-sub and 2 Era 100. I also have the Gig Hub modem.

Re: VIP7802 - All sound options are in grey

WelshTerrier — Tue, 14 Jan 2025 12:38:22 GMT

Good Day.

You mentioned that the technician installed the box? Was this a new VIP7802 install or a replacement TV box for a different TV receiver (VIP5662w, etc.) or another service provided. Was this a repair swap out?

Which make & model of TV are you using? If this is a different type of Bell TV box, your SONOS & TV box are not installed correctly. Did you start over as I suggested earlier by removing your SONOS from the setup, installing the VIP7802 with you TV Setup & then setting up your SONOS?

I just need a lot more information in order to assist you further.

Take care.

Re: VIP7802 - All sound options are in grey

pgoo — Wed, 15 Jan 2025 12:03:38 GMT

Hi, yes I did a factory reset of my Sonos products. Didn’t do nothing. Please have a look at the picture of the sound menu. As you can see it seems like a bug (the options that are activated are not coloured).

Re: Bell 7802 Fibe TV Box - Unable to toggle sound options

pgoo — Wed, 15 Jan 2025 16:31:01 GMT

Hi, I have the exact same problem as you. If it wasn't fixed in 2023 it won't certainly be fixed in 2025.

Re: Bell 7802 Fibe TV Box - Unable to toggle sound options

krw — Sun, 06 Apr 2025 00:42:16 GMT

I just got Bell Fibe TV. Disappointing to say the least. I also have a Sonos Arc, sub and era 100’s. Arc is connected to the TV eArc port. With Apple TV 4K on same hdmi port I can get Dolby Digital and Atmos. Plug in the Bell 7802 to the same port and best I can get reported by the Sonos App is Dolby Multichannel PCM 5.1. When I go to audio settings on the 7802, I have auto which lists no formats or never use surround sound. I have it on auto but I find if I turn off the Bell box and come back the next day to watch TV I have no sound. I have to toggle to never use surround sound and back to auto to get sound. Under Accessibility & Playback in Settings I have Surround Sound toggled. I think the box is running the latest firmware. Guide is laggy. I have to hit guide button twice most times to bring up the guide.

I’ve tried Bell over the last 3 years 3 times since the 7802 came out. Each time I had hoped they ironed out the kinks. But no, same issues.

Other issue I have is Dolby Vision enables by default unless I turn off deep colour setting on my LG TV. With Dolby Vision, most channels look terrible especially sports.