VIP7802 Multifunction button - what functions?

[Thosh]

I've searched here, Bell website, COMMSCOPE (ARRIS) and cannot find anything. Is it for factory reset, pairing,??? Dare I touch it?

[BellPatricia · Accepted solution]

Hey there @Thosh,
Thanks for your post, and great question 🙂
When you press the Multifunction button a menu will pop up with options to Pair/Unpair accessories, Reboot, Factory reset ect.

Let the Community know if you have any other questions.

- Patricia

[Thosh]

That explanation needs to be in the

• 'manual' that comes with the hardware
• online Help
• FAQ
• Video

Thanks!

[Michael8 · Accepted solution]

Thanks for this info. I was able to pair my AirPods using the above screen. 

Note: I had to push the side button a few times for the menu to come up.  

[Retiredandbored]

Thanks for posting this. For almost 9 months I have had discussions about pairing my remote to my tv with a support rep. After many trial and error failures from same docs I  have found on line on bell and here on forums she mentioned the multifunction button. She had to tell me where it was but it failed because she said to push and hold it. It is just a quick click and menu as shown comes up. Yes as mentioned this needs to be put in the manual and set up docs. Plus clean up the online support and here to fully describe the multistep function button it's features and it's relationship to repairing remote to box. 

So I am being shipped another remote because she did not know how to trouble shoot the multifunction button. See also page 6 on reset remote. Forum link https://forum.bell.ca/t5/TV/Fibe-TV-7802-box-issues/td-p/7575/page/6 Maybe someone can rewrite and test this with naive users and support team to see if this whole issue can be documented well and make life easier for customer and support staff alike. 

I could write this and test it. I used to be in charge of a corporate support team. I got paid well to write these but I refuse to do it for free for Bell. There is enough info spread all over the place to provide a complete support doc on remote repairing and the multi function button. 

Thanks for the support and here is to seeing bell improving the support for this long standing issue. 

Bruce 

[Retiredandbored]

Now November months later I contacted bell support and was guided through the same solution I had been given before. It failed to reset my remote control as I had changed tv sets and needed to reprogram. The RCU repair and factory reset failed again as in the past times I tried the online self help and her guidance. I looked up this solution advise that it is not recommended solution to reset to factory resets as it is known to be a remote issue which I know from my experience it is not the RCU function. I have two remotes on top of the first sent with no success. 

I explored to her to read the support article on the forums and advised her that as she talked over me and cut me off often I had gone and did the factory reset and resolved it as has happened before. She persisted to say they are well trained in this issue and the best solution is a new remote which since I am out of warranty I am not paying for when this forum and even a support person provides this troubleshooting. 

By the way the access to the RCU settings fails again as soon as you turn it off. Glad I don't change tvs often but my main beef is when does support acknowledge this as a troubleshooting step and  resolve the underlying programming issue. At least train and provide the staff that there are other steps they can try. I felt completely listened to and no consideration of my knowledge and experience and that just maybe bell support doesn't know everything and how to facilitate development teams to take feedback and forum support seriously. I have said this before that forums are an excellent place for discussion and trouble shooting but taking this info and integrating it into customer support improvement is bells job. It is not my job to escalate customer well articulated concerns to back-office. That lies with bells staff. I pay for service and support not to provide unpaid support to bell. I used to do this for a living at 100 to 250 dollars just to start the conversation. Just imho. I am retired. I just want to enjoy my tv and have bell fix issues not dump it on me. 

Bruce. 

@BellPatricia  any thoughts on how to move the system. I want to be a part of the solution and to see solutions that are costing time for staff frustration for all and who knows how many remotes sitting in drawers. Can you contact me privately or here and advise me how can work for change. By the way I don't escalate via chat or email. I find it in efficient and challenging due to confusion due disabilities and need for accommodations. The key one is patient listening staff on a phone who can take ownership of an issue. 

You know me that in general I just want to find solutions. 

[BellPatricia]

Hi there @Retiredandbored

Thank you very much for reaching out, and for sharing this feedback with the Bell Community.

Have you since been able to pair the remote to your TV set or are you still having any trouble?

Please keep us posted,

@BellPatricia 

[Retiredandbored]

Yes I was able to do it by doing a factory reset from the multifunction button on the side of the box. 

The rcu reset application in apps and from support at the settings were now able to complete the setting of the TV remote to the box. 

By the way I checked the apps for rcu again to see if they are functioning. They have gone back to the error 2000 again. There is definitely a bug in the box that only a factory reset can correct albite only temporarily. 

I called support again to update them and they still say it is a remote issue and they don't advise users to reset the box. 

The leaders of the support team just will not take responsibility for updating the support documents to address the reality that for some replacing the remote won't solve the problem as I went through that twice before before we solved the challenge here on the forums. Even when I walked the support staff how I fixed it by replicating the process verbally when I reported that the CPU error 2000 again. 

Had them sit and listen while I factory reset from the multifunction button which she was aware of and she advised me again they do not recommend a factory reset. So I finished the process out and advised her that I now had access to the rcu reset app and yes now I had to reset all my channel choices reloginto apps and set favourites. 

My request of whether it could be escalated I was told to chat to a supervisor my concern. 

Seems like tech support first level has no authority to escalate and pass on a user issue and known solution. 

We have to do the work and can only chat or email. 

Thanks for checking back. 

As I have said before forums should never be a replacement for current and updating support. It is a waste of the consumers time and Bell support resources for an issue now over 1 year known. 

 Bruce