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.

[stcogolin]

Ok just installed the new Ghub this morning and it seems to have solved the problem as I have had no reboots all day. The only difference I noticed between the two units is my old Ghub version was displayed as 1.19.6 whereas this one shows 1.19.6.1. The Bell rep told me I just had to plug it in and it would commission itself with all my previous settings. That was not quite true, when I plugged it in I had a 2000 network authentication error. However I did not have to call them, I simply held the reset button for 30 secs and it came back online. The only hiccup is the router ip adress, dhcp server range and port forward rules were not updated to their previous state. For anybody else in the same situation, might be a good idea to at least screenshot your port forwarding rules.

[WebGeeks]

Yeah, despite what they tell you, it doesn't magically just work nor does the virtual repair tool always work either. Good to see the reset button did the trick for you at least. I still ended up calling in regardless, but that didn't take very long when I did, and they restored at least my SID to what I had before, but I had already entered the b1xxxxx & password login info before hand. Other settings which I kept in a text doc, I had to add them back in my self, as I use a DNS Firewall service and other settings that are not defaults. Not a big deal, only took a a couple minutes to tweak everything back to the way it was.

Good news that it seems stable now, that is what is important. For sure, always keep on hand all your settings, so you can put them back in, as I believe Bell only deals with the defaults on settings on a restore and anything custom, you have to do your self.

[rosemary4754]

I have a similar issue.   My modem has just been replaced and I'm still having issues.   What is even worse is that when you call support you can't talk to someone without first rebooting. Tonight support told me to call them without rebooting and I had to explain to them that I couldnt.   Its so annoying  

[WebGeeks]

If you are not getting anywhere with the first level support, demand they escalate to the next level and if need be, speak to the manager on duty. Rebooting is a waste of time and of course that fixes it for a short bit before the issue reoccurs. Intermittent hardware issues are always more tough to resolve and the first level folks are too busy following a script than understanding the problem.

[Senior58]

Sounds like you need a Tech home visit. On your My bell chat insist on a tech visit.

[FYDR]

I have exactly the same problem, every single morning.  I'm tired of it.

[WebGeeks]

@FYDR , my issues was the modem, have it switched out more than once if you have too. Some modems devices may have intermittent problems, even ones that already replaced previously. I think at times when a modem is returned, people forget to mentioned the modem has intermittent problems and then refurbished and returned to service again for someone else.

Being an IT guy for 35+ years, intermittent issues are the worst problems to solve with any hardware. I recall when I use to fix main frames, PCs, etc., I had to replace the same part 4 times before I got one that resolved the issue. The information one can provide to the tech, the better chance the issue can be solved. Use the virtual repair tool to check things out as well, that can fix some problems.

Look at the modem logs for clues (export the logs into Excel works best), and note if it happens the same time everyday. My issue occurred the about the same time each day initially, then happen twice a day at different times fairly constantly. What I always found odd is why it occurred around the same time every day. Once I replaced the modem at least twice, the issue finally stopped.

[Toronto8]

I have the same issue, every day at 9 am, 3 pm and again at 9pm..(never checked at 3am)...always every 6 hours or within 20 minutes of that time,

on my second modem and 2 bell tech home visits...issue continues, super frustrating as otherwise premium service but cant break everyday and be considered premium...I'm ready to switch to cable just need to find hours to make the switch...

or can it be solved????

[WebGeeks]

As a side note, cable is a step backwards and far more frustrating, but that is just my experience with cable on two different personal scenarios. I found it very unreliable compared to Bell Fibre, but everyone's experience is different.

Anyways, I would seriously call in and request the issue be escalated to a higher level of support and have the modem swapped out yet again. The one thing with these cases I really find odd, is why do the issues occur at the same time or times everyday. Intermittent hardware tends to be more random, but in my case, the issue happened at the same time everyday, sometimes just once, other times twice a day.

I had my Hub 3000 swapped out for the Giga Hub eventually and solved my problem. The Hub 3000 had worked flawlessly for nearly 10 years before the issues started, but the logs showed the hub was crashing, but still very odd at the same time(s) every day. I even used a UPS to provide power backup and power filtering to protect things from power spikes and fluctuations.

[envii]

I own the Gigabit Fibe 3.0 and have had it operating smoothly for the past roughly 3 years. But as of recently, my family has been complete blackouts throughout the day at random, all devices wireless and connect through ethernet lose complete access of the internet for roughly 10 minutes before it “reboots” to “fix itself”. Surprisingly the useless reboot only leads to another crash within an hour. I’ve attempted to reboot the modem several times be it through the physical cable, online repair tool, and wifi health checkup, all to no avail. I do believe this is an issue with my modem as nobody in my area seems to be experiencing this issue. (Yes we have already been upgraded to a HomeHub 4000 from the 3000 over a year ago.)

[BellNick]

Hi there @envii 
Thank you for your post and welcome to the Community.
When the issue occurs, is there any error message showing on your modem?
Have you tried to factory reset your modem?
Looking forward to hearing back.

[Kylesiford]

Hi! Our internet does the same thing. A few times a day. It just drops out for a few minutes then seems to sort itself out. It's quite frustrating. Can you help make it stop?! 

[BellNick]

Hi there @Toronto8 
Thank you for your post and welcome to the Community.
We wanted to check in to see if you're still experiencing this issue? If so, are you able to share which modem model you have?
When the issue occurs, does any error code appear on your modem and if so, can you share what it shows?
Do all connections go down (Wi-Fi and ethernet) or just a specific connection?
Looking forward to hearing back.

[BellNick]

Hi there @Kylesiford  
Thank you for your post and welcome to the Community.
Are you able to share which modem model you have?
When the issue occurs does any error code appear on your modem?
Do all connections go down (both Wi-Fi and ethernet connection)?
Is the issue sporadic or does it happen around the same times (if so, what times)?
Looking forward to hearing back.

[Kylesiford]

Hi Nick. We have a gigahub 4000 or whatever it is. White one. I have no devices plugged dorectly into the ethernet so only run wifi and it happens across all devices. It seema to happen around the same time in the evening and during the day. I haven't looked at the router when it happens so am unsure if any error code is displayed. Thanks