Multiple Bluetooth remotes on Arris VIP7802 and HDMI Handshake

[SquidSurprise]

Hey everyone,

I just "upgraded" from the 4kPVR to the new Arris VIP7802 that includes the "voice remote" as well as cloud PVR.

My receiver and TV are NOT playing well with this unit - the HDMI handshake keeps getting lost (sound mutes, picture vanishes, etc) and I have to turn the receiver (Denon 6700) on and off to fix it.

Also, I have a Harmony Remote which works fine - but I can't get the included bluetooth "voice remote" to control my receiver/TV's volume while using it.  I had no problems doing this with the old bluetooth remote and the 4KPVR I had before.

Anyone have any ideas? Will this be fixed in a future firmware update - I know this is a fairly new service....

Thanks in advance!

[BellPatricia]

Hey there @SquidSurprise. Welcome to the Bell Community.
Thank you for sharing. We will let the team know about the trouble you're having with the Voice Remote instructions.
- Patricia

[SquidSurprise]

I’m not having any trouble with the instructions…. I’m having trouble with pairing multiple remotes…

[AlexS]

R u using bell’s hdmi? The one comes with Bell Streamer always needs me to replug when switching the source to my Apple TV box.

[SquidSurprise]

Bell’s HDMI? You mean the included cable? There wasn’t one - I have braided 4k hdmi cables I bought separately and they are great… can’t blame the cables - especially as they worked fine on the previous device (and the same cables are connect to the rest of my devices which work perfectly).

The handshake is what keeps getting lost - which makes me think the streamer itself has a faulty connection - or something faulty anyways…

[BellPatricia · Accepted solution]

Hey there @SquidSurprise. Hope you are doing well.

We wanted to jump back in here to add a suggestion that could help. 

Please un-pair both remotes, then pair the Fibe voice remote remote first and make sure it is working. Once you have done that try to pair the Harmony remote, and let us know if the issue persists.

Looking forward to hearing back from you. 

- Patricia

[SquidSurprise]

I tried that first off - and while it works, it has to be done EVERY time I reboot the Bell Streamer... and my HDMI handshake is consistently being lost... clearly there is an issue with the hardware here...

[BellNick]

Hi @SquidSurprise,

Have you tried using a different HDMI cord to ensure it's not a damaged cord you are using?

It is possible there is a conflict between the remotes with the Fibe TV Box. Our recommendation would be to use the Voice Remote provided to you with the Fibe TV Box.

[SquidSurprise]

Yes, I’ve tried multiple HDMI cables… and no, I’m not just going to use the bell remote… I need the harmony to work as well since the Bell remote doesn’t control my receiver or the actual TV… 

[BellPatricia]

Hey there @SquidSurprise. Thank you very much for all of the troubleshooting steps you've tried so far. 

Just stepping back in with another tip that we hope helps 🙂

Can you plug the Fibe TV box directly into your TV (disconnecting from the Denon receiver), then pair the Voice Remote to the Fibe TV Box & TV. Afterwards, plug the Fibe TV box back into your Denon receiver to see if it makes any difference.

Also, can you share the make and model of your TV set?

Looking forward to finding a solution for you!

- Patricia

[DENIS]

have they fixed this problem yet especially the loss of sound and video. getting tired of having to keep picking up my remote and fastforwarding or pause to get evergthing back on.

[SquidSurprise]

Nope... I've simply disconnected the Bell remote and am using my Harmony... but it's annoying!  I find that if I keep pressing "help" on the remote, it eventually fixes the handshake... but yeah, still waiting on Bell to fix this.