Fibe TV on LG Smart TV - Guide filters opening instead of channel selected

[Zardoz]

Has anyone had problems with the Fibe TV app on newer (2024+) TVs? I can get into the App, but when I go to the Guide and click on a channel, the Guide Filters come up. Instead of giving me the option to play the TV station, it is always the Guide Filters. A few times it does play the station, and then I can't get out unless I hit the Home button, and I'm back to the LG home screen and have to go back into the App.

Frustrating! 

Z

[WelshTerrier]

Good Day & Welcome.

Thank you for posting your question.

Please check to see if you have selected the correct filters in  Fibe TV App Guide Filters. For example, if you selected Favorites, you must also choose Favorites channels in settings. etc. in order to view the channel when selected in the Guide.

I have included the following support article that may be of assistance to you.

Getting started with the Bell Fibe TV app on an LG smart TV for the Fibe TV app

Take care.

[BellNick]

Hi @Zardoz 
Thank you for your post and welcome to the Community.
Are you subscribed to the station you are attempting to watch?
Does this occur with all channels or only some (which ones)?
Have you tried restarting both your modem and television?
Have you tried re-installing the Fibe TV App on your television?
Is your television and Fibe TV App both updated with the latest firmware?
Looking forward to hearing back.

[Zardoz]

The filter is set to only show channels I'm subscribed to. Yes, the problem is with all channels. Have tried deleting & reinstalling the App (several times). The TV is on the latest firmware. The TV has been off and on many times. LG C3 TV. I'm not sure how resetting the modem would help, as all that is doing is giving the TV internet access. Seems to be an issue between the App and the TV operating system. According to AI, this is a "known" problem. 

Thanks.

[BellNick · Accepted solution]

Hi @Zardoz 
Upon speaking with our support, they've indicated that this behavior happens when you long press (holding down the OK / Select button) on the remote. When selecting your station quickly press down on the button once and do not hold it down.
Looking forward to hearing back how that goes.

[Zardoz]

I couldn't press the Ok button any quicker. Sometimes, if I try clicking continuously (i.e., 3 to 10 times), I can finally get to the channel. The other problem is that once in, I can't get out most of the time. I hit return/backup, and nothing happens. I have to hit the home button, which takes me to the LG menu, and then I have to go back into the Fibe TV app and choose my next channel. 

[Heather3]

I am having the same problem.  Did you manage to resolve it?  I have tried everything on the replies and none of it works.

[Heather3]

I am having the same problem.  That does not work.

[Heather3]

I have checked all of these things.  I can't open the channels from the home screen either.  It's not just the guide.

[Heather3]

It's something to do with the mouse on mine.  I can select channels with the original remote that came with the monitor.  Don't know if that will help you.

[Zardoz]

No, my problem is specific to the C3 LG TV and its remote. I have an Amazon  Fire TV Stick on another TV and it works fine on that. It is just that their App does not work on one of the best series of TVs on the market. From AI  

"Known Issues: Channel Guide Glitch: Many users report that when clicking on a channel in the Guide, the app incorrectly opens the Guide Filters instead of playing the station. Navigation Traps:  Once inside the app or a submenu, the back/return button on the LG Magic Remote sometimes stops responding, requiring you to force-close the app via the TV's home menu.

Workarounds: For a flawless experience, Many users switch to using a dedicated streaming device—such as an Apple TV, Amazon Fire TV, or the Bell Streamer—to run the Bell Fibe TV app. These external devices generally offer smoother, more responsive navigation than the native smart TV apps".

[stevewk]

As mentioned, the filter screen shows up often even if you quickly press the OK selection button. Not only on long press. The only way to select the channel for playback is to spam the button OK button and eventually the channel comes up. This is on LG G3 using the TV remote. Similarly I also have an Amazon Firestick and it doesn't have this issue. 

[Zardoz · Accepted solution]

I just returned from a short vacation and addressed this problem again. I loaded a TV Remote app (QuickRemote) on an old unused cell phone, and it controlled the TV and the Bell FibeTV App with no problems. After working the FibeTV app with the phone for a bit, I tried the regular TV remote and, amazingly, that worked too. I was able to get into the channels and out again with no issues. We will see how long this lasts.   

[Silard · Accepted solution]

I found a workaround.

Put down the remote and wait for the mouse pointer to disappear then  start using the remote (don’t shake it) and press the OK button on the channel you want to watch. After that just use the up/down arrows to navigate, 

The app only works properly when the pointer is not visible. 

[Zardoz]

Thanks, Silard, that works. It is also the reason my phone app TV Remote worked, as there is no pointer with it. The backup also works, so you don't have to hit Home to get out of the channel. It seems that the reason my TV remote worked after using the phone remote is that there was no pointer at the time. I just hadn't noticed.