topic Home hub 2000 losing connection during thunderstorms in Internet

Home Hub 2000 - Connection issues

Camgirl2003 — Thu, 23 May 2024 13:43:34 GMT

For the past three weeks, the modem is disconnecting itself and will only restart with a power outage or manual reboot. Single strength is good. I called Bell but they won't replace the modem. Obviously, it a modem issue. When it does go back on line after a reboot, doesn't last long before the modem goes down again. Anyone else have this issue.

Re: Hub 2000 issues

JD — Thu, 18 Nov 2021 04:14:57 GMT

I was having connection or speed issues and i didnt know if it was the service, the modem, or all the devices i had connected to my modem. I thought i would upgrade my internet package to see if it would fix my problem. i went online to upgrade my internet package and to my surprise, i was eligible for a free modem upgrade with the new higher package. Win-Win!

Re: Home Hub 2000 - Connection issues

BellPatricia — Thu, 23 May 2024 13:49:19 GMT

Hey @Camgirl2003. Welcome to the Community. 🙂

That would be frustrating! Can you take a quick peek at this How To: Internet not working? Try these quick fixes.

You will find some useful information about using our Virtual repair tool, and we recommend that you try it out before and after this happens. If it can't solve the issue the tool will even help you book a technician.

Let us know how everything works out.

- Patricia

Re: Hub 2000 issues

Camgirl2003 — Sat, 20 Nov 2021 11:50:19 GMT

Hi Patricia, thank you for your response. I have tried the virtual repair tool with no success. The results are reboot your modem manually. Not ideal to say the least when the modem is located at a secondary residence. It is frustrating since the issue is the modem but I can't seem to get a replacement sent. I modem shouldn't require a manual reboot on a weekly basis.

Re: Hub 2000 issues

BellAntonie — Tue, 18 Jan 2022 14:47:22 GMT

Hello @Camgirl2003.

Thanks for running the Virtual Repair Tool for us. You have stated the results of the Virtual Repair Tool is "reboot your modem manually", when ran correctly the Virtual Repair Tool will:

Look for service outages in your area.
Check the equipment outside your home.
Reboot all your hardware.
Optimize the settings for your service.
If need be it will help you book a technician.

You also have stated that the modem is located at a secondary residence, can you elaborate more on this set up as it will help us in troubleshooting.

Home Hub 3000 Disconnects

Frustrated_User — Mon, 29 Nov 2021 22:18:20 GMT

Over time the reliablity of the WiFi has deteriorated. Almost once a day several devices lose connect to my WiFi Network. The only solution is to reboot the device which temporarily fixes the problem. Has anyone seen this and is there a solution?

Re: Hub 2000 issues

Camgirl2003 — Wed, 01 Dec 2021 21:59:21 GMT

Hi there. When running the virtual tool it indicated the equipment in is running fine. As for checking for any outages, after the outage came back on line the modem should come back on line...it does jot and requires a reboot. The wifi modem is located at our cottage. Since we are not at the cottage daily, manually rebooting the modem is an issue and a tech isn't required. A new modem is required. Thanks. Any help would be appreciated because if the modem will not go back on line after an outage, the service is of no benefit.

Re: Hub 2000 issues

BellPatricia — Thu, 02 Dec 2021 19:29:39 GMT

Hey @Camgirl2003. Thanks for sharing this information.

As the modem is not located at your main residence, when you spoke with our technical team and ran the virtual repair tool were you present at the cottage with the modem, or were you completing this remotely?

- Patricia

Re: Hub 2000 issues

Camgirl2003 — Fri, 03 Dec 2021 14:19:43 GMT

Hi Patricia,

I was using the virtual repair tool remotely. Thanks

Re: Home Hub 3000 Disconnects

Frustrated_User — Fri, 03 Dec 2021 20:54:45 GMT

I was asked to run virtual repair tool which did not help. Problem is still occurring. Devices keep disconnecting.

Re: Hub 2000 issues

BellPatricia — Mon, 06 Dec 2021 19:42:43 GMT

Hey @Frustrated_User.

We get how frustrating it is for your devices to loss connection, and the Community wants to help.

Are you experiencing the loss of connection when you're directly connected to your modem via Ethernet cord? How far away from the modem are the devices that are losing Wi-Fi connection? You stated that you reboot the device which temporarily resolves the problem. Are you rebooting the just the device, or the modem as well?

- Patricia

Re: Hub 2000 issues

Frustrated_User — Tue, 07 Dec 2021 21:46:43 GMT

I have lost connectivity both connected by Ethernet as well as connected to WiFi. Restarting each device does not solve the problem. The only solution is to restart the Home Hub. This happens daily, sometimes more often. Devices that lose connection can be located anywhere in the house, sometimes in the same room as the hub.

Re: Hub 2000 issues

BellPatricia — Fri, 10 Dec 2021 18:55:41 GMT

Hi @Frustrated_User. Thanks for all of these details.

Do you happen to have Fibe TV service? If so, does the TV service stop working when your internet goes down?

- Patricia

Re: Hub 2000 issues

patr1cks — Mon, 25 Apr 2022 17:09:39 GMT

I also have a Home2000 at a remote cottage. I can't be there when it needs a manual reboot.

I'm frustrated by this. Paying for service that isn't there. I would like a modem that does not require manual reboot.

Hub 2000 I need to reboot my modem since is disconnecting from internet

Dandan — Sat, 25 Jun 2022 03:10:17 GMT

I need to reboot every 2-3 weeks my modem Hub 2000 since is disconnecting from internet. I changed my Hub 2000 modem but I believe is more about Bell internet service, bad quality in the last year.

Re: Hub 2000 I need to reboot my modem since is disconnecting from internet

Paladin — Mon, 27 Jun 2022 12:24:56 GMT

Hi!

I believe that it would be best if you contacted Bell support directly, they will surely do some tests and most likely send a technician if those tests are inconclusive...

Good luck and have a nice day!

Re: Hub 2000 I need to reboot my modem since is disconnecting from internet

BellPatricia — Mon, 27 Jun 2022 19:22:55 GMT

Hey @Dandan. Welcome to the Bell Community, and thanks for your post.

Great advice there @Paladin 🙂

Can you elaborate more on the issue that you're having that causes you to reboot your equipment? Are you using any third party equipment (router/pods)? If so, please disconnect and connect directly to the Bell modem to see if that makes a difference.

If you are still running into any issues after that check out the Virtual Repair toolIt can help detect and fix issues with your Internet & will even book a technician if needed.

Let the Community know how everything is going.

- Patricia

Re: Hub 2000 I need to reboot my modem since is disconnecting from internet

Dandan — Tue, 28 Jun 2022 01:24:24 GMT

There are no issues with 'Physical layer' to send a technician. The packets does not shows error corrections and there is a good SNR level for DSL demodulation ... however I need to reboot my modem every 2-3 weeks and when I call support, they mentioned that this is normal to reboot the modem/router.

Re: Hub 2000 I need to reboot my modem since is disconnecting from internet

Paladin — Tue, 28 Jun 2022 01:56:07 GMT

they mentioned that this is normal to reboot the modem/router.

No, it has not been my experience with my HH4000 which have had had for enough weeks now that if it was required I would have had to reboot it and was not my experience either with DSL for several years...

Rebooting a modem/router is a last resort solution that I extremely rarely had to do...

Has your modem always been like that? It sounds like it is beginning to fail...

Have a nice day!

Re: Hub 2000 I need to reboot my modem since is disconnecting from internet

Dandan — Tue, 28 Jun 2022 14:07:26 GMT

it is beginning to fail (possible a lag in a firmware update ...) I lost hours to explain to bell support about this but they just rest the modem I have changed once. I suspect this type of issue is more application layer level ...