Fibe TV: On Demand TV freeze and sound cuts out

[Petey]

On Demand TV shows constantly freeze and the sound cuts out.  Rebooted everything and did a virtual tech check.

[BellPatricia]

Hey @Petey. Welcome to the Community. We're sorry that you're having trouble, that would be frustrating. We'd just like to clarify a few things.

What show are you watching when this happens, and is it each episode; would you be able to try out another show that you wouldn't normally watch to see if it keeps happening? Also, are you using the Bell TV app, or a Bell receiver?

Please keep us posted.

- Patricia

[jstnbrks]

Hi,

I have had an issue with the Five TV app since Monday. There is no sound for all On-demand content. Live channels work perfectly. I tried a lot of troubleshooting from resetting my television, uninstalling the app and reinstalling, as well as using the virtual repair service through MyBell app. I tried all of these things yesterday and today with no solutions. Is there anyone else experiencing this issue with ideas on how to resolve the problem?

[JD]

My On-demand seems to be working fine.

To figure out if its the device, app, account or a combination of those, i would try using the app on another device.  I think you are using the app on your tv.  Try using it on your phone, and if you have the same problem, than you most likely have an account setting issue.  If you get sound on another device than it could be your device and app not cooperating.  Check to see if you have the latest software for your device.

What device are you using? What program are you watching with no sound?

[jstnbrks · Accepted solution]

Hi JD,

I was able to resolve the issue by reaching out to customer service. The issue was isolated to just my device and by toggling the descriptive video option within the app it caused the audio to work again. A strange problem but perhaps this could be useful to anyone else having a similar issue.

[JD]

Thanks @jstnbrks 

Ahhhh, glad to hear you are back in business.

Strange descriptive video option was impacting you for on demand but not live.  Now we know.