Voice remote will not change to The Shopping Channel once prompted

[Aptic]

I have had the VIP 7802 for over a year, and I can change channels using the voice commands for every channel, except the Shopping Channel.  If I say "Shopping Channel" it says "Got it, the Shopping channel".  Yet nothing happens.  If I use the same command for any other channel, it says "Got it, (says the channel)" and changes to the channel.  If I say channel 1614, it will change the channel to the Shopping Channel.  I have tried a reboot of everything, even did a factory reset on the box; yet it won't change to this particular channel.  Just curious as to why it would not work.

[BellNick]

Hi there @Aptic 
Thank you for your post.
Do you have any guide filters set? If so, we would recommend checking your guide filters to ensure both channel 614 & 1614 are in your guide and then try again. Upon testing from our end, we were not able to reproduce the issue (it tuned to channel 614).
Looking forward to hearing back.

[Aptic]

@BellNick  My guide is set to "My Favourites", otherwise I would be seeing channel to which I don't subcribe.  That said, I added 614 to my favourites and using voice commands it would not change the channel to TSC.  I tried various wordings, TSC, shopping channel, Today's shopping choice; after each command it said "Got it (name of channel) but would not change.  I tried using voice commands to change to other changes that are not in my favourites and it worked.  It will also change the channel if I say "channel 1614'.

[BellNick]

Hi there @Aptic 
We'd recommend going into the receiver settings and clearing the data. If this does not resolve the issue, we'd then recommend factory resetting the receiver.

[Aptic]

@BellNick   As noted in my first post, I already did a factory reset.  Does not solve the issue. 

I was told when I did a factory reset I would lose my settings.  However, after the reset all my settings where still there.  I did not have to redo my filters and fav lists.

[BellNick]

Hi there @Aptic 
Are you able to test saying "Todays shopping choice" to see if that works?

[Aptic]

@BellNickYes.  I have previously tried "Todays shopping choice" and every combination I could think of. No change.    I also tried, for the first time, saying "CBC" and it did the same thing.  "Got it, CBC", but it didn't change the channel.  All the other channels I have tried so far work.  But if I say "Channel (the number)", it will change to the appropriate channel.

[BellNick · Accepted solution]

Hi there @Aptic 
Our team was able to locate an issue with this and it has since then been resolved. Can you please try rebooting your equipment and trying again? If you're still experiencing issues after the reboot, please let the Community know.
Looking forward to hearing back.

[Aptic]

@BellNick   thank you for looking into this issue.  I did as you asked, unfortunately the same problem persists. 

[BellNick]

Hi @Aptic 
Sounds like we'll need to replace the receiver. Alternatively, we'd recommend using the channel number for the voice command. If you'd like to proceed with a receiver replacement, I've sent you a private message.

[Aptic]

@BellNick   I really appreciate all your help.  It's nice to be able to post on here and actually have someone follow up.  I have a couple of months left on my promotion for TV services, and given all the price increases (3 over the last 1.5 years), the loss of channels, instability issues, and just in general my lack of interest in the programming being offered, I will be mostly likely cancelling my TV services upon completion of the promo.  

[Aptic]

@BellNick   I found the issue.  I have the guide set on My Favourites (channel 1614 is listed as a favourite).  If I change the guide to all channels, the voice commands works by saying "Today's Shopping Choice".  If I have the guide set up as My Favourites, the voice commands won't change to chanel 1614.  Works fine for the other channels.  Seems to be a bug.

[Aptic]

So yesterday all the voice commands worked perfectly.  I was even able to change to the Shopping Channel.  Thought it was fixed.  Then this morning none of the voice commands work.  It keeps saying can't find that channel.  I get a black screen, freezing, etc.   Honestly, the VIP7802 is garbage.  It would be helpful if Bell took some time and looked after its existing subscribers and provided them with a reliable product.  So far in 1.5 yrs my TV pricing has been raised 3 times.  I will be cancelling my service when my promo runs out as I am not paying for this product.  I think investors have also sent a strong message to Bell which is reflected in the stock price.  Why not prioritize your exisiting customers who are paying you, rather than frustrate them and have them walk?

[Aptic]

Is there anyone else experiencing issues today with the VIP 7802 TV voice commands not changing the channel??

[Aptic]

Now when I say open YouTube it says opening YouTube then the screen just goes black.  I have no issues with my firesticks but the 7802 is garbage.  Seriously why can’t this be fixed.