Intermittent blackouts on new version of Fibe TV.

[Kim15]

I have contacted Tech Support 3 different times with the same issue - after each fix, which included upgrading modem software, replacing the receiver and HDMI, the problem eventually starts up again. I have asked to have tech support come to the house because i have spent hours with Bell trying to get this resolved, and was told the can not send a person to the house. The problem started about a month ago when the new Bell Fibe interface was installed - when I'm watching a show (with par, tv channel, or netflix) the tv screen goes black and no sound, and then comes back again a few seconds later (the show has continued during this time). Im getting frustrated and although tech support has been very helpful while Im talking to them, the solutions have not solved the problem. Does anyone know what other avenues I can try in getting a bell tech person into my house to finally fix his problem - it all started with the new interface so hard to imagine its now related.

[misterc]

I have noticed the same thing. I have 2 VIP 7802 receivers. However i am still on the old Fibe interface. It seems to happen only on TSN. When it does happen the TSN logo is still showing in the upper corner of the screen. That would indicate to me that it is the broadcast and not the equipment.

[Kim15]

Thanks, mine actually happens with what ever i am watching, and there is no logo on the screen - its completely black.

[dks]

Thank you for your question. Have you tried connecting another TV or computer monitor to the receiver? Does the problem reoccur? If not, the problem may be in your TV. 

[Aptic]

I too am getting the black screen.  So far it only happens when watching the PVR.  Screen goes black, no sound for a couple of seconds, then comes back.  But you are right, the show continues to play through the black screen

@Kim15  If the customer support refuses to send a tech, ask to speak to a supervisor.  I am not a Bell employee, and I refuse to spend hours trying to fix a problem when I have contracted Bell to provide me with a service and am renting their equipment.  I am on a two year promotion and just received notice they are raising the price for a third time in 1.5 years. 

[BellPatricia · Accepted solution]

Hi everyone, and thanks for reaching out to the Bell Community 🙂

Can you clarify a bit more about your set up?

• Is your TV receiver connected via Ethernet or Wi-Fi? 
• Does this affect multiple receivers in your home at the same time? 
• Is the equipment plugged directly into your TV set via HDMI, or is there anything in between such as a Home entertainment/audio system?
• Is the light on the front of the receiver solid, flashing or off?

If you experience the issue again please try the following:

• Unplug the HDMI cable from the 7802 receiver, wait 5 seconds then plug it back in. Try a different HDMI port if possible too.
• Ensure to use a Premium HDMI cable or the Premium HDMI cable that came with the receiver.
• Reboot all TV receivers and your modem by unplugging the equipment for about 30 seconds.
• Make sure your TV is also updated with the latest software.

Keep the Community posted.

@BellPatricia 

[Senior58]

It is difficult to get a tech to your house. I have had success by going on the Bell chat and asking. 

[Kim15]

Hello, I have done all those thing through the help of bell tech support on the phone 3 times and after a new receiver and hdmi cable sent from bell.  Problem still persists which is why i would like an actual tech support person to come to the house directly.

[BellPatricia]

Hello @Kim15 

Thank you for letting us know that you tried those steps with the Technical team.

Can you also clarify the details about your set up? 

• Is your TV receiver connected via Ethernet or Wi-Fi? 
• Does this affect multiple receivers in your home at the same time? 
• Is the equipment plugged directly into your TV set via HDMI, or is there anything in between such as a Home entertainment/audio system?
• When the black screen happens is the light on the front of the receiver solid, flashing or off?

 @BellPatricia 

[Kim15]

I have dealt with all these questions with tech support when i called them 3 times, and still none of the resolutions have worked. Can you please arrange for a tech support person to come to my home, this is getting ridiculous 

[Kim15]

Yes, I have been thinking of going back to Rogers especially since I have spent many hours on this issue with Bell and they still will not send tech support to the house.

[Senior58]

Go to your online mybell account. You will see a chat symbol. Click on that and you will be talking to a machine. Just insist repeatedly that you have a problem and you need a tech visit. It will take a while but it works.

[Aptic]

@BellPatricia   I am still having the same issue with the black screen.  Only occurs when watching the PVR.  Screens freezes up and goes black for a couple of seconds.  When the video comes back, the audio and video are out of sync.  I have tried a reboot, factory reset, etc.   I am not using a sound bar and have only the Bell supplied equipment.  To rub salt in the wound, Bell sent my notification they are raising my price.  I have two months left on my promotion and if the service has not been fixed, I am simply cancelling.

[Kim15]

Hello, well i decided to go out and buy a high end HDMI cable and that seems to have fixed the problem for me. Even though bell provided a new receiver the HDMI cable that came with it is just standard and does not seem to be sufficient for their new interface - I would expect they would be aware of this and provide sufficient equipment.

[Senior58]

Did you ever manage to get the tech to visit you home. I know some are way more knowledgeable than others.