Error 1009r/2004 when I watch a recording on my receiver.

[John C]

I PVR a show that will not play on my TV. I received error code 1009r/2004. I however can view the PVR show via my Fibe TV app on my phone and tablet. I did reboot the modem 2X but still does not play on my TV.

What's going on? Just curious.

[dks]

Thanks for your question. How are you trying to watch your show on your TV? Do you have the Fibe TV app loaded on your TV or on a device such as an Apple TV or Amazon Firestick? More information would be helpful. 

[WelshTerrier]

Thank you for your post and welcome to the Bell Community. 

The community needs a bit more information in order to help. To start, please share a photo of the error message with us so we can check it out.

1. Which Bell TV service do you subscribe to? Fibe TV, Fibe TV App, Satellite TV
2. What is the model number of your PVR?
3. If you subscribe to Satellite TV, recordings are managed separately on the Fibe TV app & on your Satellite PVR. You cannot record on one and watch on the other & vice versa. You are still able to record & playback on the Fibe TV app. Recording on your satellite PVR receiver are no longer accessible on the Fibe TV app. & vice versa with your satellite PVR.
4. Have you rebooted your PVR?
5. How are you connecting to your TV?
6. Are your devices & Fibe TV app up to date with the most current version?
7. Are you connected through a VPN?
8. How are you connected to your home Wi-Fi, a mobile network or elsewhere?
9. When does the error pop up? 
10. What is the Wi-Fi connection / signal strength? For some tips on how to check and Wi-Fi troubleshooting take a look at this helpful How To: Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool
11. Have you tried to do any troubleshooting?

Please choose your Bell TV service from within this link: Bell TV: troubleshooting tools and support

Let us know.

Take care.

[RJ8]

I just experienced the same thing. Three programmes from 8-11 Sunday night will not play. I can see the show and ff but it is like it is on pause. 

[John C]

I have the Bell Fibe receiver (Arris) device. I've programmed the show I want to PVR. When I try to play the show its does not load. The error code 1009r/2004 appears after the show tried to load. I have the Bell high speed Internet and the TV receiver connects via WiFi. I have rebooted the entire Bell hub system 2x. I attempted to use the Bell Virtual repair tool and all it really does is force me to reboot the entire system. No other errors occur during the repair.

[kisskaystar]

Exactly the same issue. 

[WelshTerrier]

Good Day.

@kisskaystar @John C Thank you for posting your question. Can you provide us with some further information? Are you on Bell Fibe TV?

Is your question related to the playback of a TV show that you have recorded & you would like to pause, stop & continue on later? If this is the case, you can pause, stop and return to live TV or to the recording.

If your question is related to stopping a scheduled or non-scheduled TV show that is being recorded and you would like to erase & start over to record the same TV show from the beginning; this is not possible You can continue recording from the current program location or if available schedule the show to record at a later viewing time.

What is the make and model of your PVR? VIP5662w or VIP7802

If the Recordings are not available error message appears when you try to watch a recording, you may have reached the maximum amount of paused or recorded content allowed on the Cloud PVR, or the connection between the receiver and PVR may have been momentarily lost.

To correct this issue:

• If you've paused live TV on one of your TVs, try changing the channel.
• Try restarting your Fibe TV Box by clicking the multi-function side button and scrolling to Restart.

If your PVR model is a VIP5662w, it is very possible that the hard drive is no longer functioning properly. Telltale signs are incomplete or multi part recording, blank recording, freezing, difficulty accessing recordings, etc.

You can try rebooting your PVR by unplugging it from the power source to see if this will make any difference.

Please choose your Bell TV service from within this link: Bell TV: troubleshooting tools and support

Support: Receiver and Remote Control - Bell Fibe TV

If this does not resolve your PVR issues, I would contact Bell Customer Service Fibe TV tech support to speak with a technical support representative who will be able to determine whether your receiver is defective or not. Should your receiver need to be replaced, the representative will let you know if your equipment is under warranty and if charges apply. Please call: 1 866 797-8686

Take care.

[John C · Accepted solution]

On Sept 15, I worked with online Bell chat support to attempt to trouble shoot the issue. It was determined that I would need a new Fibe TV receiver which is being delivered to me. 

[WelshTerrier]

Good Day.

@John C Thank you for updating the community on your recording issues. More than glad to have been of assistance. Once you receive your 4K Whole Home PVR, simply follow the installation & return instructions that are included.

FYI Only. After installing your repair replacement VIP5662w, you will not be able access any previous recordings that were stored on the defective PVR. Future TV programs scheduled to record will remain. PVR recordings stored on the hard drive cannot be viewed or transferred to the replacement PVR.

Thank you for contacting the Bell Community Forum.

Take care.