VIP7802 - Closed Captions not working

[Gmarmy]

I received the big upgrade today and now my CC no longer work.  I have gone into settings and made sure they were turned on.   I also pressed the OK key on my remote and made sure that they were on from there.  I went in and changed the settings for the CC hoping that would reset it but that didn't work.  At one point earlier today they worked.  Then I watched a recorded program and couldn't get them back on.  Any idea on how to get them working again?  I have fibe tv.  oh yeah, I also rebooted the TV set box.  TIA

[dks]

Thank you for your information. I have asked Bell staff to pass the issue on. 

[Ram11]

I'm having the same problem with CC, did you get a fix from Bell?

[BellNick]

Hi there @Gmarmy 
When watching television, you would hit the "OK" button on the remote, scroll up once and go to the right where there is the text bubble with "CC". If the background around "CC" is white, that means the Closed Captioning is on. Hit the back button and the closed caption texts should now start showing on your screen. If still not working, are you able to share a picture showing it's on and the text's not showing?
Additionally, we'd recommend restarting your receiver.
Looking forward to hearing back how that goes.

[Gmarmy]

Hi Nick, I have done that and it still doesn’t work.   I’m not sure how to send you a picture as it says the picture exceeds the allowed size.   

[BellNick]

Hi there @Gmarmy 
Do you see the "CC" option that I was referring to at all? If so, is the background behind the "CC" in the text icon white, or is it missing altogether?

[Gmarmy]

Yes I see it and I have toggled it on and off numerous times.  I also went and changed the size and colour to see if that would make it kick in.  I have also restarted my set box…more than once.  

[BellNick]

Hi there @Gmarmy 
Are you able to go into your closed caption settings and let us know all the settings that you have regarding them and whatever customizations you've made? While it is easier to take a picture and upload it, you may need to change the resolution settings on the picture if it's exceeding the upload size allowance, otherwise, can you type out all the settings as you seem them?

[Gmarmy]

 

 wow!!  It let me upload them this time.  

[BellNick]

Hi there @Ram11 
We wanted to check in to see if you had time to review this thread and if you can please share what you're settings are on regarding the Closed Captions.
Looking forward to hearing back.

[Gmarmy]

Hi, are you able to tell me whether it is my settings that are causing the Captions to no longer work or the "upgrade"  TIA

[BellNick]

Hi there @Gmarmy 
We are still looking into this. Have you tried toggling the Caption display on and off to see if it starts working?

[Gmarmy]

Constantly.   Nothing works.   Isn’t it a regulation that Closed Captioning has to be available?  Do I need to consult with the CRTC on this?   

[BellNick · Accepted solution]

Hi there @Gmarmy 
If "CC" is toggled on and the captions still are not showing, you'll need to perform a factory reset of your receiver. This can be done by clicking the small button on the side of the receiver which will open a menu. From there, you will select Factory Reset and then follow the prompts.
Please let us know how that goes.

[Gmarmy]

It just keeps asking me to pair with my bedroom tv and CC still won’t work