How can I see my Arris Fibe TV streaming box in the Bell Wi-Fi app?

[BernardP]

I have intermittent problems with the TV signal becoming pixelated on some channels. I want to test the Wi-Fi signal strength on my devices, but mostly on the TV streaming box. I installed the Bell Wi-Fi app on a tablet and was able to test internet speed on all devices that are turned on. There is no speed problem with these devices.

However, even if I turn on the Arris Fibe TV streaming box  and the TV set, it's not showing in the devices list of the Bell WI-Fi app. See attached screenshot.

What am I missing?

[BellNick]

Hi there @BernardP 
Thank you for your post and welcome to the Community.
We notice that you're viewing "most active devices". Are you able to check the last 30 days to see if the receiver shows up or does it show anywhere else in the app that your receiver is connected? The VIP7802 receiver should show up in the app.
Looking forward to hearing back.

[BernardP]

Thanks for your reply, Nick.

Looking at "Most Active Devices", the 30 days tab shows the same devices, plus a connection to Ford Sync (vehicle software update), but not the Arris VIP7802, even with the TV On.

Also, when I tap the View Network button on the app home page, then on the Giga Hub animation, I see all currently active devices, including my PC connected with Ethernet cable. But the VIP 7802 is still not visible although the TV is turned On.

[BellNick]

Hi there @BernardP 
We would recommend that you go into your receiver network settings and forget the networks and then reconnect to your WiFi and then check to see if the VIP7802 shows up under your connected devices.
Looking forward to hearing back how that goes.

[BernardP]

On the TV set, when I go into network settings, I see  a network whose name I recognize (let's say Network Home), and another network called Fibe TVxxxxxxxx (let's say Network TV), presumably for TV.

The signal strength for Network TV is rated as "Excellent". I also see the option to Forget this Network, but I'm not keen on doing so, because I don't want to fiddle with having to reconnect the TV to its network. My marriage might be in the balance...

What might be happening is that all my regular devices are on Network Home, which I can see with the Wi-Fi app on my tablet. On the other hand, the VIP7802 is on another network (Network TV). This could explain why I'm not seeing the streaming box on Network Home.

Is there a way to see my "Network TV" in the Bell Wi-Fi app on my tablet? I have poked around and don't find anything.

[BellNick]

Hi there @BernardP 
All of our older receivers and firmware's use a hidden Wi-Fi channel specific for TV. These will not show up under the Wi-Fi app as that hidden band does not show. With the VIP7802 and the most recent firmware version, it no longer uses the hidden Wi-Fi TV band and will connect to your normal Wi-Fi network. Although, it is possible the receiver never switched networks. The best thing to do for this is to:

1. On your receiver menu, go down to "Settings" and select it.
2. Click "Settings" under the Device section.
3. Scroll down and select "Network & Internet".
4. Connect to your home Wi-Fi network (that you use for your other devices).
5. You should start seeing the receiver appear in your WiFi app.

If you decide to do this, please keep the Community updated on how it goes.

[BernardP]

Nick, I did what you said. On the TV, I went into Settings / Device Settings / Network & Internet and tried to connect to my regular "Network Home".

I got a quick error popup message saying "Unable to connect to Network", and after maybe 30 seconds, the TV re-connected automatically to the hidden "Network TV".

I confirmed this by looking in the Wi-Fi App on my tablet. The Arris VIP7802 still doesn't show.

Please note that I was not asked to enter a password when trying to connect the VIP7802 to my "Network Home". I was expecting a keyboard to appear on the TV screen. It seems a password input should be required, as I changed the default "Network Home" password to a new one right after installation.

[BellNick]

Hi @BernardP 

If you click on the network name that you're currently connected to and you scroll down to the bottom, there should be a "forget network" option. For your main Wi-Fi network, it should prompt you for the password if you've never been connected to it, otherwise when you select it, it will say "Connect" and "Forget network" as options. For my own personal setup, I have my 2.4Ghz and 5Ghz networks separated, so I see my household has 2 different Wi-Fi SSID's I can connect to and I can connect to them both with no issues or errors on my VIP7802. If it's still not working on yours and you have the time, you can also try doing a factory reset of your receiver (any additional apps you've installed or logged into would all need to be installed and set up). Although, I'd recommend first just trying to go to each network name and forget all the networks that you can and then try reconnecting to your main home Wi-Fi SSID.

[BernardP]

Nick, I followed your instructions, Forgot the "Network TV" and tried to connect to "Network Home", but all I get, after 30 seconds of spinning circle, is an "Unable To Connect To The Network" message. There is no request for a password and no keyboard.

I have disconnected and reconnected the VIP7802 to no avail.

The hidden "Network TV" is no longer showing in available networks, so I can't try connecting to it.

I no longer have the FibeTV service. What should I do to get it back?

[BellNick]

Hi @BernardP 
I'd recommend doing a factory reset. This can be done by pushing the small button on the side of the receiver and a menu will appear on your screen. Select the factory reset option and continue with the steps. Additionally, if by chance you have an ethernet cord connected to the receiver, please also try disconnecting this while trying to connect to your Wi-Fi.

[BernardP]

OK, did the Reset, and eventually was asked to connect to a network. Had the choice between Automatic and Manual, chose Manual, chose my Network Home and finally, a keyboard appeared to enter my password. Got a Connected message

After that I got a Downloading Updates message, but then the screen froze on a "We couldn't fully configure your remote - Press OK to Retry" message. I press OK, nothing happens. I press and hold OK, nothing happens. I turn the system Off and On again, but I am still on that same error screen. There is a phone number to call for help...

... But maybe you can keep on telling me what to do?

[BellNick]

@BernardP 
Does the remote function at all? Are you able to get to anything or is it just stuck on that message? There's a couple things you can attempt.
1. Press "4-4-4-4" on your remote and it should skip that process.
2. Hold down the "Apps" button and the "left button" (the left side of the "OK" button) for about 3-4 seconds and the remote should factory reset.
3. If it's still stuck, try factory resetting the receiver again. If you can't do this due to the remote not connecting to the box, you can press that button on the side of the receiver multiple times (I believe you click it 5 times to get over to Factory reset, hold down the button to select the highlighted option) and it will bring you to another menu which you need to click the button again and then long press the button to select the factory reset option.
 

[BernardP]

The remote was working fine before I started this procedure. It's still paired with the TV, as it is able tu turn it On and Off. The screen is still responding to the remote.

Pressing 4-4-4-4 takes me out of that screen to "Starting Fibe TV box", "Language" "Connected" and "Looking For Updates" screen, and after awhile back to the "Let's pair the remote with the TV" screen".

Resetting the remote gives a blinking red light on the remote. But even after this, the remote pairing error message remains.

I tried again to factory reset the VIP 7802 by pressing the side button, but this time, nothing happens. The onscreen menu doesn't appear. 

[BellNick]

@BernardP 
I've done the factory reset on mine a couple times during this and "Lets pair the remote with the TV screen" should be one of the last steps (I usually skip it). Are you not able to get passed that step? If not, try factory resetting the remote (don't touch any buttons after resetting it), factory reset your receiver manually with the button on the side and then go through the normal setup again to see if you experience any further issues.
 

[BernardP]

True, "Let's pair the remote with the TV" followed by the "Oops, We couldn't fully configure your remote - Press OK to Retry" screen is towards the end of the process. But at this point, the remote seems unresponsive, except for the OK button to try again.

I'm stuck on the "Oops, We couldn't fully configure your remote - Press OK to Retry" screen, except if I enter 4-4-4-4 to start the setup process again to finally end up on the "Oops" screen. I can't get past it.

I have again factory reset the remote, but it doesn't change anything. Still stuck. Whatever I do, I enter a loop that ends up on the "Oops" screen

As I explained above, the manual factory reset no longer works. Pressing the side button on the TV box doesn't do anything.