VIP7802 Android 14 – channel navigation/Guide not responding after update

[Dicesm]

Has anyone else experienced this since the recent Android 14 update on the VIP7802?

• Android TV OS: 14
• Build: UTT1.250410.001
• Bell firmware: Bell-U-14.7.2.02.361.RC3.4
• Security patch: May 1, 2025

There appears to be an odd channel-navigation issue immediately after startup.

If the box starts on the Android Home screen, I can enter a channel number on the remote (e.g. 1500). The number appears in the top-right corner, so the remote input is clearly being recognized, but the box stays on the Home screen and doesn’t tune to the channel.

Interestingly, if I press the Home button again while already on the Home screen, nothing visibly changes, but channel navigation suddenly starts working normally.

There is a similar issue if the box starts on the Guide. A channel/program is typically highlighted, but pressing the centre OK button does nothing - it won’t tune to the selected program.

However, if I press the Last Channel button, it immediately switches to live TV. After that, I can enter channel numbers normally and everything works as expected.

So it seems like the live-TV/channel-navigation function isn’t being properly initialized after startup, and pressing Home or Last somehow activates it.

Has anyone else seen this with the latest VIP7802 firmware? Is this a known Android 14/Bell firmware issue?

[BellPatricia]

Hi there @Dicesm 

Welcome to the Bell community, and thank you for reaching out with all of these details.

We have flagged this to our TV team so they can dig into this as soon as possible. 

Besides the 7802, do you notice this happen on any other devices that you are using the Fibe TV app on?

@BellPatricia 

[BernardP]

For a few days, I also have had the exact same problem as described by @Dicesm in the opening post, also with VIP7802. I came here to see if I was the only one with this issue.

[Dicesm]

I only have two of the same VIP7802 and they both exhibit the same behaviour.

[VIP368]

I have the same bug and it s annoying...i need to load the pvr page and go back to menu and select again the program then it works...if i run the belltv app on my old chromecast 4k the problem is not happeneing....

[Dicesm]

@BellPatricia - has the team investigated - any word?

[BellNick · Accepted solution]

Hi all,

Our team was able to reproduce the issue, are currently investigating and working towards a resolution for this bug. Once further updates are provided, we will update the thread.

For the meantime as a work-around after coming out of standby mode, we'd recommend just switching from the initial navigation page before inputting channel numbers (such as pressing the home or guide button on the remote and then input the intended channel number).

We appreciate you for bringing this to our attention. 

[Knhrmr]

This is so annoying! The only way I can get by this problem is is to reboot the box. Nothing else will bring up the live tv.

[PITA77]

Problem accessing a program from the remote when you first turn on Tv. All three tv remotes have this problem since the last update

[WelshTerrier]

Good Day & Welcome.

Thank you for reaching out to the Bell Community Forum.

We would like to assist you, but in order to do so, we need for you to tell us more in terms of the specific issues you are experiencing with the remote controls that you are using.

• Please describe the issue as it relates to accessing a program from the remote.
• Is your issue related to a feature that is not working or in "How to perform a function"? 
• Which Bell TV service do you subscribe to? Fibe TV, Fibe TV app or Satellite TV
• How are you accessing Bell TV? Bell receiver, Smart TV, streaming device, etc.
• Tell us more about your TVs': make & model?
• Describe the issue with the remote controls? Is your issue related to the receiver or streaming device remote or does it have to do with the TV remote control?

Have you tried to do any troubleshooting? If not, please check out the weblinks that I have provided below. I am hoping that one of them may be of assistance in solving your problem.

• Fibe TV app and how to use it
• Learn how to set up and use the Fibe TV app on a TV
• Fibe TV: troubleshooting tools, virtual repair tool and support

Let us know.

Take care.

[DGA]

Yes, we have the same problem . I’ve called 310 BELL every day for the past week and they keep telling me they’ve fixed it till the next day. Same thing happens. Tonight we can’t even watch Prime or Netflix.

[Bic12]

We are also experiencing this issue since the last update. In order to select a channel we now have press the Home button first, then the Guide button on the remote and then it works. This happens on all three of our Arris VIP7802 receivers. Also noticed that the volume now varies from station to station. 

[DGA]

Yes, this has been a problem for well over a week. I called Bell every single day and they told me basically it was my issue (modem too close to the receiver, try connecting it to an Ethernet cable, disconnect, reconnect) and never gave me this resolution. This was after they kept trying to have you troubleshoot the issue yourself on line, which was not going well. So Thank you. Looks like it’s up to the customers to solve Bells technical problems. 

[BellNick · Accepted solution]

Hi all,
Thank you for brining this to our attention.
Our team was able to identify the bug and it will be fixed with version 26.22.2, which should be rolled out within the next couple days (if you have not already received it). We will check back in to inquire if your issue has been resolved towards the end of the week once the roll-out has been completed.