topic Re: Giga Hub unable to run speed test due to "internal error" in Internet

Giga Hub unable to run speed test due to "internal error"

ztate — Tue, 04 Feb 2025 00:30:37 GMT

When I try to run a speed test via the Giga Hub admin website (192.168.2.1), the speed test fails to run and I get the following error message in the Logs:

The Speed Test diagnostic has failed with the "ERROR_INTERNAL" error

No additional information appears to be available online about this error. Here is the information from my Giga Hub's About page:

Firmware version:	2.13
Rescue version:	SGC83000E8
User interface version:	7.3.28
Hardware version:	5690-000001-000

Re: Giga Hub unable to run speed test due to "internal error"

dks — Tue, 04 Feb 2025 02:15:24 GMT

Thank you for the information. Can you still use the Internet and connect devices?

Re: Giga Hub unable to run speed test due to "internal error"

ztate — Tue, 04 Feb 2025 02:21:23 GMT

Yes, but my internet connection has been dropping out intermittently over the past several weeks. After I restarted the modem the speed test started working, but why should I need to restart my router (and lose network connectivity for 5-10 minutes) just to run a speed test? It indicates some fairly terrible hardware / software is being used in these modems.

Re: Giga Hub unable to run speed test due to "internal error"

dks — Tue, 04 Feb 2025 02:23:31 GMT

Or it may mean your modem needs to be replaced. Call 1-866-319-2355 and describe the issue. They can guide you from there.

Re: Giga Hub unable to run speed test due to "internal error"

ztate — Thu, 13 Feb 2025 21:58:36 GMT

Yes; I ended up getting a replacement modem & all my issues (speed test failure, random dropouts) have disappeared.

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Wed, 04 Mar 2026 21:46:55 GMT

I am running a ping on a computer connected directly to the modem. The ping starts to give "Request time out" and at that point speedtest would not work as well but I do have internet. If I do a speedtest on the modem (192.168.2.1) everything is fine. Please note this is not specific to a device as it behaves the same on the other devices connected to the network. Bell wifi is deactivated as I have my own modem.
Ping and speedtest are very useful tests for me. If I reboot the modem everything is fine but I have to do this every day.
Any idea how to fix this?

Re: Giga Hub unable to run speed test due to "internal error"

WelshTerrier — Thu, 05 Mar 2026 10:49:04 GMT

Good Day & Welcome.

Thank you reaching out to the community forum.

Please contact Bell Internet Tech support. There may be an issue with the modem. A representative will be able to perform further analysis & testing to determine the next steps that should be taken. Please call: 1 866 310-BELL (2355)

Take care.

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 14:50:14 GMT

I did contact tech support and they shipped me another modem. Same thing happens everything works fine for a while (which can be half an hour or one day) then I have problems such as: new device connected has limited connectivity basically can't access internet, ping and speedtest does not work. This is obviously something wrong with the modems as when I restart it, everything works well but I cannot keep restarting it sometimes 4 times a day. So just to recap browsing and streaming (Netflix, etc.) but for the devices that exist in the network when this happens. If I bring a new device then this new device will not have access to the internet and overall I cannot access my Ring cam from the internet when I am away, I cannot place whatsapp calls, etc. It is hard to believe I am the only one experiencing this. I will follow up with tech support but when I call them if everything works fine at that time they keep telling me everything is fine. I am not a specialist but I know a thing or two about network and this is definitelly something to do with the modem maybe the firmware or something. Please help me fix the issue.

Re: Giga Hub unable to run speed test due to "internal error"

dks — Fri, 20 Mar 2026 15:45:24 GMT

Can you add some clarification? By chance do you have Whole Home Internet turned on on the Giga Hub? Do you have Bell pods? How many devices do you have connected? You indicated you have your own modem. Do you mean your own router? And that is plugged into which jack on the Giga Hub?

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 16:38:37 GMT

I do have the wifi turned off on the modem. I have one laptop connected to one of the ports and the router on the other. I do not have Bell pods. I have about 15 devices connected through the router. I do not have my own modem I have my own router. The modem is the one provided by Bell (new one as I replaced the old one yesterday). To add on this I had the exact same configuration with another provider and it worked fine. Again the main services continue to work (browsing aka http/s, streaming, etc.) but some do not work anymore such as ping, speedtest, whatsapp calls, etc.). I suspect some of the protocols got blocked by the modem but I have no proof.
Please let me know if you have any questions as I try to get to the bottom of this as it is really annoying. Much appreciated. .

Re: Giga Hub unable to run speed test due to "internal error"

Vanadiel — Fri, 20 Mar 2026 16:51:21 GMT

One thing to check for is the Guard option, to see if it's turned on or not. This is a setting that is only available using the Wifi app and cannot be seen or accessed from the modem menu.

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 17:23:56 GMT

I have the app but I cannot get to the Guard option. Do you know how to get there?

Re: Giga Hub unable to run speed test due to "internal error"

dks — Fri, 20 Mar 2026 17:32:36 GMT

If you are in the main screen of the WiFi app, (home) scroll down.

Re: Giga Hub unable to run speed test due to "internal error"

dks — Fri, 20 Mar 2026 17:36:51 GMT

What speed do you get from a speed test from your laptop, which is directly plugged into the Giga Hub? Do you have a VPN running? Do your apps run from the laptop but not from devices connected wirelessly to your router, or wired devices to your router?

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 18:09:29 GMT

when the speedtest works I get about 900 upload and download. Again no complaints when it works it works very well. I have a VPN running on my work laptop connected via wifi through the router. My streaming runs from devices mostly connected via wifi though the router. There are no wired devices connected to the router. The problem is not when it works but the fact that all of a sudden it doesn't so I have to reboot the modem.

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 18:11:23 GMT

There is no Guard option either on the main screen or anywhere else. I can provide screenshots if you want by the main screen has usage and billing on top then ads and get the support etc. At the bottom there are the following icons: Home, Services, Shop, Support. None of them have a guard option somewhere.

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 18:23:04 GMT

Also to add (just rebooted the modem 3rd time today) when this happens my Ring cameras stop working as well. Very annoying.

Re: Giga Hub unable to run speed test due to "internal error"

Vanadiel — Fri, 20 Mar 2026 20:05:54 GMT

More information here: Managing Guard

Guard is disabled by default for your Bell network. To turn on Guard features (requires Home Hub 4000. Giga Hub or Giga Hub 2.0):

Log in to the Bell Wi-Fi app.
Touch the Menu & Settings tab at the end.
Touch Guard.
Touch the toggle to enable it.

Guard can also be customized at a person level.

Touch the People icon at the bottom of the home screen.
Touch the Plus sign to add a user.
Add a picture and name, then touch Done.
Touch Next at the top right corner.
Select the desired Guard access level (Kid, Teen, Adult, No limits).
You can either use the default settings of each Guard access level, or customize the profile by selecting each specific Guard event (e.g., advanced IoT protection) and enabling or disabling them.

Re: Giga Hub unable to run speed test due to "internal error"

dks — Fri, 20 Mar 2026 21:17:27 GMT

Have you separated your wireless frequencies on your router?

Re: Giga Hub unable to run speed test due to "internal error"

Oakvilian — Fri, 20 Mar 2026 23:39:44 GMT

Yes, I have. As I mentioned before this did not happen with the other provider only happens since I switched to Bell.