topic HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working in Internet

HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working

Midi — Tue, 24 Sep 2024 21:40:22 GMT

Starting Friday Sept. 13, been having issues with Wifi with all connected devices reporting "secured, no internet". Most of the time a power ccycle resolves it for a few hours; I have resorted to the Bell support restart tool when it doesn't.

Interestingly, everything else works. Fibe TV, Phone, and WIRED connections all still working; but the 10 or so wired devices ALL are in the same situation. Running Wireshark on one, it appears there is no responses to the DNS or ICMP packets at all; inbound all I see are packets from other devices like Google Mini. It's like the internal router wifi interface withing the HH2000 has just shut down.. Yet it provides a DHCP address (or the devices just keep their old ones ?) DHCP used on all the wifi devices.

PS - during some troubleshooting, I finally broke down and split Wifi into 2.4 and 5 Ghz with different SSID names. No change - when the issue happens, all devices and both bands are connecting, but useless with the "secured, no internet" message or equivalent on android/iphone.

Support at Bell (chat) saw I had old firmware; and upgraded to a newer version. Issue persists.

Re: HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working

Vanadiel — Fri, 20 Sep 2024 19:20:12 GMT

Once you experience this issue, perform a speed test from within the home hub 2000: Speed test

Are there any error codes displayed when this happens, and do you have any other equipment like managed switches or routers/mesh systems connected to the home hub?

Re: HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working

Midi — Sun, 22 Sep 2024 05:51:12 GMT

Still happening. It appears when it gets into this condition (roughly 2 times daily), a power cycle of the modem SOMETIMES works, but the only consistent way of fixing seems to the the mybell virtual repair tool.

Interesting test tonight. I created a GUEST Wifi, and even if the "normal" 2.4 and 5 networks are in their "fail" state where they don't respond to the gateway address for wireless devices, it does seem to work for the Guest wifi that was set up. I presume the 2.4, 5, and guest are like 3 vlans on the same network segment; but the VLAN forwarding rules are all messed up. The guest and hardwired segments are working; just not the hosted "internal" wifi. Virtual tool reset seems to have something extra that a simple power cycle doesn't accomplish - like re=establish gateway forwarding rules.

Re: HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working

Vanadiel — Sun, 22 Sep 2024 16:07:59 GMT

How many wifi devices are on this home hub? Are there any routing devices connected to the home hub?

Re: HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working

Midi — Mon, 23 Sep 2024 03:16:53 GMT

I typically have about 8 wifi devices connected - including google nest, cell phones, laptops, stove, google nest mini.

2 wired devices; connected through Homeplug adapters. I have reset all the homeplugs, and it hasn't made a difference.

What I have just tried (not sure if it will be making a difference) is setting the 5 Ghz band to a different Wifi SSID. It almost looks like the SSID's for 2.4 and 5 Ghz were being shut off, as the guest wifi continued to work; so it's not the antenna or wireless chip itself. To me it looks like the SSID's were being disabled (through another mechanism of which I have no control over... as the bands are both "enabled" on the HH2000 itself).

Now I AM using the SSID from my original Bell router which I had done about 12 years ago when the HH2000 was last replaced (didn't want to have to change all the connected device SSID and key, Could Bell periodically shut that SSID down, as that original unit is no longer in service; or possibly repaired and redeployed?

Re: HH2000 periodically ignores all wifi in the house. Wired, TV, and phone all continue working

BellNick — Tue, 24 Sep 2024 19:21:32 GMT

Hi there @Midi
Thank you for your post and welcome to the Community.
We would recommend removing the Google nest's and the homeplugs from your setup to see if the issue persists.
You can manually update / change your SSID's name through your modem GUI.

Type 192.168.2.1 into a web browser
Enter your login information.
Select Manage My Wi-Fi
Under "Network Name (SSID):" you can remove whatever is there and enter a new SSID which will appear on your list of Wi-Fi connections.

Looking forward to hearing back.