topic Re: homehub 4000 reboot loop in Internet

My modem keeps rebooting

everettt — Wed, 02 Apr 2025 18:43:08 GMT

Since this morning, the modem has been stuck in a reboot loop: welcome/bienvenue -> loading/chargement -> connecting to bell, then after a minute, back to welcome/bienvenue… forever. Chat support said it was a defective modem and gave me a ticket to replace it at a local branch, but the replacement does the same thing. Now tech support (voice this time) insists that the replacement is also defective, which seems unlikely. I noticed also a complete absence of BELL123-like ssids in the neighborhood, which seems consistent with a wider outage - but nothing is indicated on the outage site, and support refuses to send a technician.
Is there any way to connect to a human who is not just following a script?

Re: homehub 4000 reboot loop

Vanadiel — Sat, 05 Oct 2024 17:37:29 GMT

What is the error message on the display?

Re: homehub 4000 reboot loop

everettt — Sat, 05 Oct 2024 18:14:16 GMT

Just the messages I listed: “welcome/bienvenue” for a few seconds, then “loading/chargement” for about a minute, then “connecting to bell.” The first group of three squares then blink for a while, then the second group. After another minute or do, the OK button briefly flashes pink, the display returns to “welcome,” and the cycle repeats. No error code is ever displayed.

Re: homehub 4000 reboot loop

Vanadiel — Sat, 05 Oct 2024 19:30:27 GMT

Since this is a replacement mode, everything is connected as per this guide?

Re: homehub 4000 reboot loop

everettt — Sat, 05 Oct 2024 19:38:17 GMT

Yes, though not the optimistic conclusion in step 4.

Re: homehub 4000 reboot loop

Vanadiel — Sat, 05 Oct 2024 20:08:22 GMT

Very odd it does not provide an error code.

Next step I would say is contact customer support to find out why there's no error code displayed on the modem.

Customer Support.

Re: homehub 4000 reboot loop

everettt — Sat, 05 Oct 2024 20:25:16 GMT

Except that contacting customer support was my first step. As noted, I’ve had multiple conversations with them (a third, in addition to the two noted above). They insist that both the original modem and the replacement are defective and that I just need to keep trying modems until one works.

Re: homehub 4000 reboot loop

Vanadiel — Sat, 05 Oct 2024 23:19:36 GMT

Does the modem actually reboot, or does it keep going through it's connection cycle?

Re: homehub 4000 reboot loop

everettt — Sat, 05 Oct 2024 23:53:08 GMT

It does exactly what I described above.

Re: homehub 4000 reboot loop

BellPatricia — Mon, 07 Oct 2024 20:01:48 GMT

Hi there @everettt,

Welcome to the Bell Community.

There are a few things that we would like for you to check.

Take a look and verify if the modem is connected to the correct power supply unit; the correct power supply unit will have Home Hub 4000 printed on it. Does the power supply show a green LED when it is plugged in? Can you test a different power outlet as well?

Keep the Community posted, we are here for you if you need any more help.

@BellPatricia

Re: homehub 4000 reboot loop

everettt — Mon, 07 Oct 2024 22:24:56 GMT

Yes, the modem was connected to the correct power supply, with Home Hub 4000 printed on it, and the light was green. However, it turns out that it was indeed this apparently correct power supply that was defective, as replacing it fixed the problem. Well, sort of fixed it, because at that point the modem itself had been replaced, and getting it configured properly required a good 6 hours with various support people.

Re: homehub 4000 reboot loop

Rhino — Thu, 10 Oct 2024 18:03:40 GMT

Got the same issue this morning, did changing the power supply cable solved the issue ?

Re: homehub 4000 reboot loop

everettt — Thu, 10 Oct 2024 21:34:02 GMT

Not the cable per se, but the whole power adapter. My theory is that at some point the adapter deteriorates to the point where it is no longer able to deliver the peak current required by the modem.
If Bell offers to replace the modem, make sure they also replace the adapter.

homehub 4000 reboot loop

Raz009 — Mon, 28 Oct 2024 13:02:22 GMT

Hi,

Starting last night around 11pm EST, my gigahub started rebooting every 2 mins. It doesn't even give itself the chance to connect to Bell. Halfway during the connection process through the 9 blinking white boxes it auto reboots over and over non-stop.

This slowly started happening in the last few days as i noticed my router would restart randomly once or twice a day or so. But last night this has become severe. What to do next?

I checked and there is no service outage in my area. What should i do?

Re: Gigahub keeps rebooting every 2 mins

dks — Mon, 28 Oct 2024 10:15:26 GMT

Thank you for your question, that's a real frustration. You can try to run the Virtual Repair Tool from a wireless device. I suspect your better bet is to call 310-2355 and connect with Internet Support. There can be several causes for your issue that I can think of.

Re: Gigahub keeps rebooting every 2 mins

WelshTerrier — Mon, 28 Oct 2024 11:21:03 GMT

Good Day & Welcome to the Bell Community Forum.

Have you been experiencing any other power issues recently within your home? Is your Bell modem plugged directly in to a power outlet or are you using a power bar?

Is your Giga Hub continuously trying to restart this morning? If so, unplug it from the power source. Wait a couple of minutes & plug the modem back in to the power outlet. It will try to reconnect to the Bell server. If successful, the flashing lights will subside & you will return to blue in color within 3-5 minutes.

Have you tried to do any troubleshooting?

Home Hub 4000/Giga Hub - support, help and troubleshooting from Bell Internet

If the problem continues, you will need to contact Bell Fibe TV tech support for further in-depth testing & analysis. Please call: 1 866 797-8686

Take care.

Re: Gigahub keeps rebooting every 2 mins

BellNick — Mon, 04 Nov 2024 15:15:42 GMT

Hi there @Raz009
Thank you for your post and welcome tot he Community.
We wanted to check in to see if you're still experiencing issues with your modem rebooting?
Looking forward to hearing back.

My modem keeps rebooting

3GBit_client — Wed, 02 Apr 2025 19:04:57 GMT

I wanted to share a solution to the problem of Gigahub reboot loops.

Last Sunday, my 3GB fiber Internet service disconnected our of the blue.

I noticed my Gigahub would reboot, and, before connecting, it would start booting again with the Welcome message. The connection would show 3 of nine dots, then reboot.

I called Bell and after some troubleshooting, the phone tech determined my Gigahub was the problem. She instructed me to return it to a Bell store for an exchange.

When I disconnected it, I noticed the green light on the power brick would not go out, even when unplugged.

It was late and I could not get an appointment that night (you have to book an appointment for a return), so I thought I would try another power brick I had on hand.

Lo and behold, the Gigahub rebooted just fine with the replacement AC adapter and has been running since.

The Gigahub power adapter is rated 12V 5amp. The power brick I used is rated 12v 10amp (using a higher rated adapter is safe and works fine.)

So, if your Gigahub starts acting up, check your power supply. Amazon sells 12v adapter for around $20. I suggest using a 12v adapter rated higher than the original 12v/5 amp adapter (6-8 amp should do the trick, 10 amp is likely overkill.)

I suspect that at 5amp, the original Gigahub adapter is underpowered and the reason why mine failed. Only Bell techs could tell you how many Gigahub are returned simply because of burned out, underpowered AC adapters.

I called Bell to tell them about the bad AC adapter. She said great and did not offer to refund me for my adapter, nor to send me a replacement. She did, however, helpfully tell me if I ever have problems again, to run their self diagnostic tool (which would be totally useless for a reboot loop problem.)

My modem keeps rebooting

dks — Wed, 02 Apr 2025 19:12:52 GMT

Thank you for your ideas. This is the first I have heard of a power supply going bad. The only thing to keep in mind is to make sure the power supply plug at the modem has the same plug polarity or you will damage the modem.

My modem keeps rebooting

3GBit_client — Wed, 02 Apr 2025 19:12:26 GMT

You are correct, the polarity needs to be the same.

That said, in my case, it would not have a difference even if I burned out the router because the Bell phone tech had already determined that my Gigahub was "defective" and their only solution was to replace it.

I subsequently read online that Gigahub power supply failures are common.