Bell Fibe Internet Connection lost every day

[jamesssss]

We have Bell Fibe 1.5g Internet since this September.

It gets disconnected almost every single day, normally around the same time between 6-7pm.

We have to reboot the modem or wait 20 minutes and it comes back online.

We have tried calling tech support repeatedly they say they fix something and to reboot the modem and it should not happen again... and it always happens again the very next day. Sometimes they say if it happens again they will send a new modem or a technician, but then never do, same answer the next day...

Is this a know issue that Bell has to be rebooted every day? When we had Rogers we never had this issue.

[Wakka197]

It sounds bad and something they may have to come and look to see if it hardware . I had a problem like it and they had to change something and worked better . But you may need to get them to come and look at your internet . 

[BellPatricia · Accepted solution]

Hi there @jamesssss, thank you for reaching out to the Bell Community.

That does sound strange for sure.

• Which modem do you have?
• Is there an error message on the modem?
• Are you using a wired or a wireless connection, and are all of the devices in your home affected?
• Are you connected through VPN or do you have any third party equipment installed?
• At the time the issue occurs is anyone on your network downloading any large files at a high download speed?

To start a great tool you can use is Virtual repair 

Virtual repair will check your equipment for outages and optimizes the network to help resolve any issues. It will even help book a technician if needed.

Keep the Community posted on how everything is going.

@BellPatricia

[alynch30]

I went from Hub 4000 (500mbps) with 1 pod to Hub Giga (1gbps) no pod and so far so good. It's been 4 days and I have not experienced any disconnect. 

Fingers crossed that it stays like that.

[leoduarte]

I'm the new one with the same thing 😞

Randondly, I lost access to internet, mostly during 3pm-7pm. Is a pain because my wife and I work remotely and I need to reset our modem 10000000x times until finally got internet.

I'm Bell Fiber 1.5g (with Giga Hub).

I'm still connected to WiFi, and able to connect to the modem (192.168.2.1), and funny, I went to adv tools and settings -> utilities and I'm able to do ping/traceroute and nslookup on any website.

Last Friday a Bell Tech went here and replaced my modem and tested fiber, but it looks like it is something else...

I'm paying high for a terrible service, and after a bunch of years as a Bell customer, should I move to Rogers?

[BellPatricia]

Hi there @leoduarte 

Thank you for reaching out to the Bell Community 🙂

Do you notice this happen with an Ethernet connection during that time as well, or is it just the Wireless devices that lose connection? Is there an error message on your modem screen?

Are you using any third party equipment such as a router, pods or switches? If you are, please disconnect the equipment and connect your devices directly to the Bell modem to see if the issue is resolved.

If that does happen again we also recommend using the Virtual repair tool to help detect and fix issues, and to optimize your service.

Let the Community know how everything is going.

@BellPatricia 

[leoduarte]

Hi @BellPatricia 

Yes, this is happening with an ethernet cable as well, there is no error on the modem, I got an IP address, and I can ping my modem but not Google DNS (8.8.8.8), when I login on to the modem and use "utility tools" I'm able to ping google (and any site), also do nslookup on any site was able to resolve any domain, also all my equipment are set up as DHCP (sorry I'm work with IT... don't get me dummy questions)

There are no pods or switches in my home, just basic devices.

This might be some bad configuration on the Bell modem, but your modem GUI is limited.

I did a couple of "factory reset" but looks like there is a "new feature" that brings up my last configuration automatically (my previous wifi configuration and probably more set up by myself, not the BELLxxx). I called Bell support and the lady "didn't" know about this feature and was extremely rude, I tried to explain a couple of times, always extremely friendly, but in the end, she hung out. 

I did a couple of "virtual repair tool" but of course didn't fix.

[Vanadiel]

If you can ping and do a nslookup of a domain name from within the modem GUI, then you have internet connectivity between the modem and the WAN connection.

I would say the issue is somewhere after the modem, on the LAN side. When this happens, I would do a traceroute from the affected device to 8.8.8.8, since you can ping 8.8.8.8 from the modem GUI. That should show either the full route to 8.8.8.8, or it will show a broken route of some sorts.

[WebGeeks]

My 500MB service starting doing the same thing but between 9-10pm almost nightly. On top of that, refuses to issue an IP to devices around the same time. The tech in a call eventually suggested replacing the modem, going to a Bell store to swap it for another or they can send one out. 

[Vanadiel]

If it's a wireless connection, when these slowdowns happen perform a speed test form within the modem to see what the profile speed is: Modem speed test 

[WebGeeks · Accepted solution]

Replaced the Hub 3000 which was getting a new IP everyday or refused to issue an IP, with a Giga Hub Bell shipped to my door. I had to call in as the ONT# wasn't registered it seems and now it has worked fine for 5 days and stable. The issue I had with the IP changing everyday impacted a DNS Firewall service I was using that blocks sites that are infected with malware or ransomware or meets other unwanted criteria. That issue with the changing IP was bad enough, then it stopped issuing IPs became a problem and my pods took forever to reconnect. Then I noticed in the the Hub 3000 was crashing and restarts more often.

The Giga Hub has been working flawlessly so far, knock on wood and hope it stays that way.

[stcogolin]

Same thing here, switched to Bell 1.5G from Videotron in September thinking I would get more speed for my buck. Since then, I have frequent disconnections every other day. Am starting to be fed up up from wife and kid's complaints. As a side note, I also switched my internet at work from Videotron To Bell 3Gb at the same time but at work I have the Gigahub set up in bridge mode and use my own router as the pppoe client. I have not observed any down time at work. I have a feeling it might be the pppoe client in the Gigahub that is failing. When I get some time, I will try to also put the home Gigahub in bridge mode (if they let me) and use my own router for the pppoe connection and see if that solves it. 

[WebGeeks]

I have had no issues with my connection since I replaced the Hub 3000 with a Giga Hub, the connection has been stable. When installed, the virtual repair was run to verify everything was OK and the firmware was updated at the same time. The SID and password were set to match what my Hub 3000 had and everything auto-reconnected when I fired it up. The Hub 3000 was actually really stable for years until a month ago, crashing, dropping connections and refusing to provide IPs to devices. Clearly a hardware issue.

Anyways, did you run the virtual repair to verify everything is fine with the fibre connection and check the firmware has been updated? My firmware version is 1.19.6.1 at the moment, it appears to be stable so far. If older, have Bell push the latest firmware.

[stcogolin]

I am on 1.19.6 and have tried the virtual repair without success. Lately, the modem spontaneously reboots/reconnects about 6 times a day. Each disconnect can last from 30 seconds to hours. They will be sending me a new Gigahub to try out. I will post here on my results. 

[WebGeeks]

Yeah, I noticed the same with the router, reboots or crashes, but was lucky only 1-2 times a day. Hopefully a replacement will fix the issue. But be aware, once you get it and swap it out, you will likely have to call support and register the ONT number to get it going. I recall getting a 1201 error or something like that and something about no HSI configured. Online says use virtual repair to do that, but never worked, had to call in to get it going.

Still so far so good since replaced.