Fibe TV service upgrade FAQs

How do I reset my parental controls and PIN?

Parental controls have been restored to factory settings in your new Fibe TV service. The adult storefront is locked by default.

Parental controls let you protect live TV programming, Pay-per-view and On Demand rentals with a password. They only apply to Fibe TV content, not to third-party apps such as Crave, Netflix, Prime Video and YouTube.

To reset parental controls on your Fibe TV Box:

1. Press the Home button on your Fibe TV Voice Remote and select Settings.
2. Navigate to the Parental controls section.
3. Select Parental Advisories or Canadian Classifications to customize your parental control settings.
4. You can also Lock Purchases under My preferences. Locking purchases means that every rental or content purchase would require your MyBell username and password before proceeding.

How do I create a PIN?

If you had previously set a PIN on your device, it has now been reset in your new Fibe TV service.

Setting a 4-digit PIN is recommended to grant easier access to the Adult section, to change parental control settings and to access content blocked by parental controls. Without a PIN, you must enter your MyBell username and password each time you access these areas.

Note: The 4-digit PIN only applies to parental control settings, you’ll still need to enter your Bell username and password to rent or purchase content if Lock Purchases has been enabled.

To set/reset a PIN, go into the Parental controls section in the settings:

1. Press the Home button on your Fibe TV Voice Remote and select Settings.
2. Navigate to the Parental controls section.
3. Select Set PIN.

You must then enter your MyBell username and password before setting your PIN.

If you’ve forgotten your username and password, please continue to the section below for help.

Learn more about using parental controls on your Fibe TV Box.

I don’t have a MyBell username and password, or I have forgotten them. What do I do?

If you don’t have a MyBell username and password, you must first register using the MyBell app or bell.ca.

If you’ve forgotten your MyBell username and/or password, you can recover them using the MyBell app or bell.ca.

Why are some channels missing in my guide?

Your channel guide preferences have been reset. Since all customers now have access to HD and 4K, we have enabled the “best quality” filter by default. This means that a SD channel you previously watched may not appear in the guide because the higher quality equivalent is shown instead. For example, your SD channel 201 is now available at 1201.

The Fibe TV guide has different channel numbers for the SD and HD versions of channels. Typically, channels numbered below 1000 are in SD and channels numbered over 1000 are in HD or 4K.

The “best quality” filter simplifies your view of the guide by hiding lower quality channels when a higher quality channel is available.

However, it is now easier to customize guide settings. These settings can be adjusted by using the Guide filters button within My preferences:

1. Press the Home button on your Fibe TV remote and select Settings.
2. Navigate to My preferences.
3. Select Guide filters.

Note: Please choose your favourite channels before turning on the Favourites filter.

Learn more about customizing your channel guide and finding programs by genre.

Where are the radio channels in the guide?

Local radio channels are no longer available on Fibe TV.

You can, however, now launch the iHeartRadio™ app from channel 955 or from the Apps menu and listen to your favourite music, radio stations (live and local), playlists and podcasts.

You can continue to access Stingray Music in the guide starting at channel 901 or on-demand through the Music shortcut at the top of the Shows page and explore the Stingray Music™ channels.

Note: To access the Shows page, you can navigate down to the Shows section in the left menu bar or select the On Demand button to directly jump to the Shows section.

Where are my recordings and how do I set them?

How to find your recordings

To find the Recordings section, either navigate to the left menu and select Recordings, press the pvr button on your remote or press the Google Assistant button on your remote and say “Recordings”.

Your most recent recordings are available in the top row. To see all your recorded shows and movies, scroll to the Shows and Movies rows.

Note: Fibe TV recordings remain for 60 days. When a recording is going to expire soon, it will appear in the last row called Expiring soon on this screen.

To view upcoming recordings for the next 14 days, select the Scheduled button at the top of the recordings screen.

How to set recordings

There are a few ways to set up recordings:

• If you wish to record a program you’re currently watching, press the Rec button on the remote.
• While browsing the guide, highlight the program you wish to record and press the Rec button on your remote.
• Select the Record button on the show card.

Once you do, you’ll need to confirm recording options. You can either record a single episode of the selected show or every episode of a recurring series airing on the same channel.

To record an entire series:

1. Select the series you want to record by:
   • Voice search:
     1. Press and release the Google Assistant button on the remote.
     2. State the name of the TV show or movie (you don’t need to say, “Hey Google”).
   • Regular search:
     1. Select Search in the left menu using the Fibe TV remote.
     2. Type the name of the TV show or movie and select the magnifying glass to launch the search.
2. Select an upcoming live occurrence of the show.
3. Select Record.
4. Select I want to record and toggle from Episode to Series.
5. Select Record.

How do I restart shows aired in the last 30 hours?

You can now identify channels with content that can be restarted by looking for the chevron (channel tab with arrow). Simply go into the channel tab to access shows that have already aired during the last 30 hours.

You can also look out for the Restart icon to identify shows that are currently airing and can be restarted from the beginning.

Restart content can also be accessed through in other ways.

The show card:

1. Go to a show in the guide that has the restart icon against it.
2. Press the info button on your remote to bring up the show card.
3. Select the Restart button to watch the show from the beginning.

OR

The player:

1. Select the show in the guide that has the restart icon against it.
2. Press OK to bring up the player controls.
3. Select the Restart icon to watch from the beginning.

How do I re-select my favourite channels?

You can select your favourite channels by navigating to the My Preferences group in the settings.

1. Press the Home button on your Fibe TV Voice Remote and select Settings.
2. Navigate to My preferences.
3. Select Manage Favourites.
4. Scroll to and select any channels you want to add or remove from your favourites.

Learn more about creating, accessing and modifying your favourites list on your Fibe TV service.

My Google Assistant button is not working

Press the OK button on your remote. If the remote control’s LED light flashes red, your remote is paired correctly.

If it flashes green, follow the steps below to pair your remote:

1. Ensure you have a line of sight from the remote to the Fibe TV device.
2. Press and hold the Apps + Left buttons on the remote until the LED light blinks.
3. Press the button on the right side of your Fibe TV Box.
4. Select Unpair all.
5. >Press the Play/Pause and Home button for 3 seconds until the LED light on the remote starts blinking red. 
6. Press OK on the remote.

Why is the volume low and how can I change it?

If your Fibe TV remote controls your TV or surround sound volume, your Fibe TV receiver should be set to maximum volume. There are two options to do this:

• Voice Search:
  1. Press and release the Google Assistant button on the remote.
  2. Say “Max volume” (no need to say Hey Google).
• Settings:
  1. Press the Home button on your Fibe TV Voice Remote and select Settings.
  2. Navigate to Volume control.
  3. Slide right to reach maximum volume.

Why do I see a black screen?

First, ensure both your TV and Fibe TV device are powered on.

The LED light of your Fibe TV device will be solid light if it’s switched on. If the LED light is blinking, it’s in standby mode.

To bring your Fibe TV device out of standby mode, press the Home button on your remote.

If this does not resolve the issue, please reboot your Fibe TV device and TV.

How do I reset my closed captioning and described video settings?

Your closed captioning and described video settings have been reset in your new Fibe TV service.

To turn closed captioning back on:

1. Press OK while watching a show or movie to bring up the player controls.
2. Navigate to the CC button .
3. Press OK.

To turn described video back on:

1. Press the Home button on your Fibe TV Voice Remote and select Settings.
2. Navigate to Accessibility & playback.
3. Toggle the Described Video tab to turn it back on.

Where do I find My list and movie rentals and purchases?

Your previously bookmarked movies and shows from the former My list are still accessible but located in a new, easy-to-find section called My watchlist. My watchlist is found in the left navigation menu or using Voice Search.

Just as before, to easily save a show or movie for later, consider adding it to your watchlist.

The watchlist is now synchronized between all your Fibe TV devices (Fibe TV boxes and the Fibe TV app on your mobile devices).

You can include on-demand content as well as programs from the guide to your watchlist.

View items you saved by selecting My watchlist in the left menu.

Along with your favourite shows and movies, you can now easily access the content you purchased and rented from the My watchlist section in the main menu.

When you select a show or movie, the Ways to watch button gives you choice on how to watch a movie or show. This will help you understand if a movie is available as part of one of your subscriptions or if it’s available for rent or purchase.

How do I access content I subscribed to (e.g., Crave)?

You can find on-demand programming included with your subscribed channels and packages on Fibe TV, such as Crave*, Super Channel*, CTV, Global*, and more by starting at the left navigation menu and going to Shows > Channels and in Movies > Channels.

*A subscription to these channels is required for access to on-demand content.

Where can I find other TV support articles?

You can find detailed product support articles in the Fibe TV customer service and support section of bell.ca.