Anyone having issues with the Giga Hub and Apple HomeKit?

[NeedForSpeed1]

I recently replaced my homehub 4000 with the new Giga Hub, and since it's been installed my Apple HomeKit devices (mainly my smart plug and Logitech CircleView camera) keep going offline. I never used to have this problem with the HomeHub 4000.  I keep having to remove each offline device and having to reinstall.  I spoke with a bell technical support rep and they suggested that I put all of my homekit devices on a 2ghz network. I took that advice but am still finding myself having to remove, reinstall or unplug/plug back in my apple homekit devices.  What would I need to provide on my end to help the Bell engineers identify the problem?

[BellPatricia]

Hey there @NeedForSpeed1. Thanks for your post, and welcome to the Bell Community. 

The Gigahub has 3 radios: 2.4 GHz, 5 GHz and the newly approved 6 GHz band. It also supports WIFI 6 (802.11ax). It is possible that some devices do not support WIFI 6 even if WIFI 6 is backward compatible.

The Home Hub 4000 has 3 radios: 2.4 GHz¸ 5 GHz lower and 5 GHz Upper, so there is always a 5G radio running that is not in DFS. The use of 2.4 GHz was a good idea to rule out DFS channel support in the 5GHz network. However, some devices do not support it.

To further help we need to review your account, and have sent you a private message. Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

Looking forward to hearing from you 🙂

- Patricia

[NeedForSpeed1]

I just wanted to let everyone know that I spoke with bell technical support regarding the problems I’ve encountered with the new Gigahub and my apple HomeKit devices, and they allowed me to downgrade back to the Homehub 4000. I no longer experience any problems with my apple HomeKit devices. Everything works flawlessly. @BellPatricia please let your company know that that the issue is definitely with the new Gigahub. 

[User8910]

I am having the same issue with my wifi smart plugs.  Just upgraded my modem to 1.5g plan.  What’s the best way to get the plugs to work.  Spent 2 hrs on the phone with a tech ; nothing worked.

[User8910]

@BellPatricia , perhaps you can provide some input

[NeedForSpeed1]

I’m sorry you’re experiencing issues with your smart plugs. Can you please verify that you were upgraded to the Gigahub? If that’s the case, if there’s any way you can get downgraded to a HomeHub 4000, I believe all your issues will disappear. 

[User8910]

Yes upgraded to giga hub.  BELL says hub4000 doesn’t accept fiberoptic so they are phasing all of them out.  Only giga hubs going forward which of course is not helping me at all.

[NeedForSpeed1]

That’s odd that someone from Bell support would say that. When I upgraded my connection to 1.5 gigabit, I was given a homehub 4000. When upgrading to 3 Gbps, I also saw that the gigahub was also available. However for the week and a half that I was using the new modem, it gave me nothing but headaches. I can confirm that the homehub 4000 accepts a fiber optic connection. 

Try speaking to another rep regarding downgrading back to a homehub 4000. Otherwise we need to push Bell to look into these issues and have them upgrade the gigahub firmware as soon as possible. The giga hub had huge issues with my apple HomeKit smart home as well as my Meross smart plugs. @BellPatricia is there any way you can have someone at Bell look into these issues with the gigahub? My homehub 4000 works flawlessly with my smart home. 

[User8910]

As a customer, i don’t understand why i have to call BELL a 100 times, speak with 100 agents, explain myself over and over again.  Each time i get a different explanation.  Cant BELL get their lousy act together and give a unit that works.

@BellPatricia are you able to help an irate customer such as myself?

[User8910]

Figured out a way to get all smart plugs and switches to work perfectly with the gigahub.  Absolutely no help from BELL.  They only know to pass the buck and not one person took ownership.

[BellNick]

Hi there @User8910

Are you able to share with the Community what steps you took to resolve your concern?

Looking forward to hearing back.
 

[User8910]

never heard back from any Patricia or anyone.

[RyanH]

I have also been having issues with HomeKit and they seem to have started since upgrading to fibre internet with the Giga Hub. My HomePods are constantly disconnecting from Wi-Fi, telling my iPhone that they're not on the same network even though they are. I have no issues with any other devices connecting to the Wi-Fi. Just my HomePods, but I never had this issue with the Home Hub 3000 on Fibe 100.

I wonder if there's an issue with the Giga Hub router? I'm on firmware 1.14.1. Is there a new firmware update available @BellPatricia ?

[Zak_Lomakus]

Hi Patricia,

I am having the same type of issues with my GigaHub and HomeKit - random wifi disconnections that force me to reset all my HomeKit devices - this happened again this morning at 3:37am. I looked at my GigaHub's logs and there was a firmware update at that time - not sure if this what causes the HomeKit disconnection but I am getting those disconnection problems every other day - very frustrating.

[OldChili]

Same issues as everyone else. Playing music to HomePods just stops out of nowhere.