PVR STB only outputs logo screen

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  • Problem
  • Updated 2 months ago
  • Acknowledged
I have fibe tv service.
4 tv locations in my house - 3 of them do not have this issue.
1 of my set top boxes (the one with the PVR HDD) has this issue.

What I did:
  1. Unplugged my STB and router from the wall and disconnected all RJ45s.
  2. Painted (the boxes were unhooked for 3 days).
  3. Plugged my stuff back in *correctly* (trust me, I'm a professional).
  4. turned on my TV.
  5. Switched my surround sound receiver to HDMI 3 (cable).

What I expected to happen:
My STB would say "please wait while I start up" then it would become operable.
I should be able to watch tv.

What happened instead:
My STB outputs only a logo screen "BellMTS fibe tv" on blue background.
seconds...
minutes....
hours....
I can't watch tv

What did I do to try and solve it?
  1. pressed many buttons on my remote control (yes - it had batteries - and yes it was on mts)
  2. Unplugged the STB.
  3. Waited 10 seconds.
  4. Plugged the STB in.
  5. Observed the same problem.
  6. Unplugged the STB.
  7. Waited 10 minutes until the STB was cool to the touch.
  8. Plugged the STB in.
  9. Observed the same problem.
  10. Unplugged the 'gateway' thing (main box with the internet router, 4-wire RJ12 MTS signal).
  11. Plugged it back in.
  12. Waited for service to resume on my 'working' STBs.

Same problem... STB outputs only a logo screen.
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Kane Anderson

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Posted 2 months ago

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CoryB, Champion

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You tried the problem box in a different location. (aka different tv)?

That would be a quick confirmation if it's a wiring or a hardware issue.

You also mention painting. Makes me think you took wall plates and baseboards and perhaps when reinstalling them you crushed the cable connecting the box to the BellMTS network.
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Jeremy, Official Rep

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Hey Kane,

Cory makes some good points, those are certainly options you can look into.  With that being said however it is clear you've done more than due diligence to try and correct the problem.  At this point it's possible there may just be an issue with the STB itself.  I would recommend giving our tech support crew a call and have them take a look at it.  If you relay to them all the things that you've already tried they will likely book an appointment for a technician to come out and have a look for you.  You can reach them at 204-225-5687, or via webchat at www.bellmts.ca/contactus
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Kane Anderson

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Thanks for the responses guys.  @Coryb you're right, I removed wall plates with RJ45 keystones during my painting.  I'll double check the wiring and try the STB in another location.  If that doesn't help, I'll call tech support as @Jeremy suggests.
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Kane Anderson

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Cory you were right, one of the wires on my keystone RJ45 was broken. Must have happened when I removed the wall plate. Problem is fixed now, I rewired it. Thank you!
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CoryB, Champion

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Glad I could help.

For future reference if other people are reading it was clear at the start that Kane was willing to troubleshoot and self-repaired but BellMTS will also send out a technician if you would rather go that route.