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.

[darren85]

Ever since the fibe tv upgrade my fibe box keeps randomly flashing to a black screen while watching shows on it or Netflix. My non fibe tv that uses the app is fine. 

[BellNick]

Hi there @darren85 
Thank you for your post and welcome to the Community.
Are you able to share which receiver model you have?
Are you experiencing any issues when watching live TV, recordings or VOD?
Are you experience issues with any other apps on your receiver?
When did this issue start occurring and how often does it happen?
Have you tested another HDMI cord / HDMI port?
Looking forward to hearing back.

[darren85]

Hi Nick, it started after I was told my tv service was being updated that day. It happens on live tv, recordings and Netflix. the box  is arris model vip7802?

it occurs multiple times in an hour but sometimes it is more frequent then other times.

[BellNick]

Hi there @darren85 
Do you happen to have a premium HDMI cord that you're able to test to see if the issue persists, as one of the Community members has indicated that resolved their issue?

[darren85]

Yes  I had to borrow one. so the issue is the hdmi cable labelled Bell

[Piper0]

I was watching CTV on my fibre network as I missed a show from last night. I thought I had got off there when the show was over but it took me to a black screen. When I go to guide on my remote nothing happens. I can go to prime video and that’s it. I have done a reboot and still nothing, so I must have changed a setting somehow but I can’t fix it. Please help!

[WelshTerrier]

Good Day.

Thank you for posting your question. In order to assist you can you please provide us with some additional details?

Are you still experiencing the same problem this morning? If so, please have a look at the following:

1. Which Bell TV service do you subscribe to? Fibe TV, Fibe TV App, Satellite TV.
2. You mentioned fibre network. Are you on Fibe TV?
3. Do you have a modem or Bell receiver? Have rebooted both of them?
4. How are you accessing Bell TV? App, computer, tablet, mobile device, Bell box or receiver, Bell Streamer, Fire stick, etc.
5. Have you powered your device completely off?
6. Have you done any troubleshooting? E.g. Bell Virtual repair tool, etc.
7. Any error messages?
8. Have you contacted Bell TV tech support?  Fibe TV: 1 866 797 8686    Satellite TV: 1 888 759-3474

I have included this troubleshooting weblink to assist you.

Fibe TV: troubleshooting tools, virtual repair tool and support

Take care

[dks]

There are two things to check first. Replace the batteries in your receiver’s remote. Second, replace the HDMI cord with a good quality cord between the set and the receiver. Let us know if those options work. 

[whiskeyhut]

Maybe it might be helpful to warn your customers that this issue is going to happen before upgrading your Bell Interfaces. The new Bell interface is terrible and I am also experiencing the random blackouts. It happens as often as once every 15 seconds and wont let me watch anything. So we pay bell for a service we cant use because they decided to do an update which obviously has a lot of bugs. If it is the HDMI cable, then provide the cable with the boxes we rent AND let your customers know about the issue before we have to spend hours trying to fix it. Mine still does not work so we will be needing a credit for the service we cant use do to Bell's errors.

[Newbie]

I am going through the same issue, getting a new receiver sent out...I am not optimistic though. What type of high end HDMI cable did you buy as I will probably have to go that route as well . 

[BellNick]

Hi there @whiskeyhut 
Thank you for your post and welcome to the Community.
When you indicated it happens once every 15 seconds, is this occurring while watching live TV, On Demand, recording, other apps or all of them?
Have you tried rebooting your equipment?
Have you tried using a different HDMI port on the back of your television or a different HDMI cord to see if the issue persists?
Have you attempted to use

[steverino42]

I am experiencing this issue as well. New TV and newly 7802 box,so I was not sure (until I found this message thread) what the cause was. I have now switched out my 7802 in favor of a Firestick (with the Fibe TV app), and no more black screens. Same HDMI cable. So it is something with the 7802

[Newbie · Accepted solution]

In support of @BellPatricias remarks. After having replaced the receiver and HDMI cable and having the firmware updated I changed the HDMI port I was using as suggested. I put the cable into the HDMI (MHL) port which is designed to run mobile android devices and so far its working. Appears all HDMI ports are not created equal some are for gaming some are for other devices. Hope this helps    

[greggyd]

OK, happy to have found this thread. After many years of rock solid service, all of a suddeen all my receivers require reboots almost daily and even then they don't work sometimes. The PVR sometimes records, sometimes does not or I can't get to it. It's super unstable. I've chatted with support a couple of times with no joy and I've used the Virtual Assistant a few times. I have always recommende Bell because of it's stability but I can't do that now. I figured they are just trying to push everyone to the App which IMHO is much less convenient. In my case it's not an HDMI issue, these things have been working fine forever, it's the backend that's borking. What can be done?
 

[BellNick]

Hi there @greggyd 
Thank you for your post and welcome to the Community.
Are you able to share which receiver models you have?
Can you elaborate what you mean by the receivers don't work and require a reboot? What's happening?
Are you receiving any error code or messages on either your television or modem that you can share?
Sometimes if your hard-drive is to full it may cause recording / receivers issues. Are you able to share how much free space is available on your HDPVR?
Do you experience issues when watching live TV, recordings, On Demand or all?
How are your receivers connected (Wi-Fi or ethernet)?
Looking forward to hearing back.