Personally, I would escalate this due to inadequate documentation tree for front line staff and not trained to check forum or even suggest that you do.
This mindless useless solution has been resolved on this forum market as the solution by Richard since early 2023 and the solution was known and recommended earlier than that.
I started an escalation to executive and had an excellent conversation, but she acknowledged that after a long call, where i ripped a stripe off Bell's lack of initiative to update their troubleshooting trees for support and on virtual repair tool. We had an excellent politely conversation where I politely told her about my own history of this issue and other lack of support on the box upgrade, and that Bell support and documentation teams had given no directive to update any documentation on this remote issue and the dump of the new user interface update with basically no documentation except how to reset favourites and a few other personal options.
She informed me that she was on the wrong team and advised me that both the accessability centre and the appropriate support team executive would contact me.
I left that call which took every ounce of energy to be polite because it wasn't her fault.
I proceeded to have a full PTSD meltdown as I was going through significant physical health and family health issues. I should never have tried to take on the escalation of this issue as it was the last straw, but 8 was trying to get control over something. That was in December and I advised that as a result of the inept lack ofresponses to customer solutions on the forum that could save time money and patience of all involved, I was in the middle of a full blown relapse of PTSD and I would get back. Telling this story is part of my need to understand and communicate the roles in this crisis including the awareness that much is out of my control. Lots of calls to distress lines and 988 crisis suicide prevention lines.
I do hope bell gets it support and documentation act together because over a 1000 posts on various issues with this box show the complete irresponsibility of the bell senior implementation teams to proactively create documentation and allow staff to effectively support us in using our bell designed services. Whether they paid for it or did it internally it is their responsibility to provide quality support and support their front line staff and automated solutions with current proven solutions from the forum.
I have three remotes in my drawer plus the last one all replaced after this error message and fortunately the solution was found by us the members of this forum and well documented.
My advise escalate and advise them to read the forum solutions and discussion on the forum, and to imagine the frustration that poor support has created. I am still to triggered by poor customer support in general by many large corporations while they cut staff and internal support and automated decisions and tests when you can't automate lack of information or erroneous information.
Ask for your money back at a minimum.
https://support.bell.ca/resolve-a-concern
Feel free to direct them to this post as an extreme example of poor documentation and resulting errors in solutions
https://support.bell.ca/resolve-a-concern
Thanks for listening. I haven't seen this error since the update, but you did unless per chance you haven't got it yet.
Even so you deserve to get your money back.
Possibly @BellPatricia and or the others at the manager moderator levels can DM you and take this refund on for you like they do streamer special orders for remotes and hopefully get higher level support to read solutions or at least train support to search the forum.
Can only hope. Enjoying the sun and life. Good luck in whatever you decide and glad you found the solution.
Pationately advocating for all of us. Bruce
You deserve
