Bell GigaHub 2.0 Blocking Specific Applications

[LambChops713]

About a month ago after a bunch of issues with the 3000 model, speaking to 20+ call agents, and a technician appointment, Bell upgraded me to a GigaHub 2.0. Since then, specific applications like Discord Voice Chat (text chat works fine), League of Legends, Destiny 2, and even a simple Ookla ping test (speedtest.net) will not work at all. These things will either hang forever or not connect. After physically unplugging and then replugging the modem after a few minutes, the issues are resolved for anywhere from 4 hours to 2 days before returning.

Here's what I've tried:

1. IPv6 is toggled off, UPnP is toggled on.

2. Firmware is updated to the most recent version.

3. Ensured that it is a modem problem, NOT a device problem (all devices in my home, wired or wireless, experience the exact same issues).

4. Had the GigaHub replaced twice, and factory reset multiple times.

Any advice (let me know if I need to provide more details)? I've called Bell so many times and not one can help. Been dealing with internet issues for nearly 80 days now.

EDIT: Issues are possibly impacted by the amount of internet usage? I've found that when I download in high quantities, the internet only lasts 4 hours but regular usage lasts up to 2 days. Will keep monitoring this!

[BellNick]

Hi @LambChops713 
Thank you for your post and welcome to the Community.
We'd like to take a closer look into this 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

[Lydie]

I am having the exact same issues as you. Got a replacement Gigahub that didn't solve anything, and the internet going down is more and more frequent. We are two software developers working from home and having SSH and other network issues (can't connect to my employer's VPN) and not being able to restart the router because one of us is in a meeting is just not viable. Did you get any resolution in the end?

[BellPatricia]

Hi there @Lydie 

Thank you for reaching out to the Bell community. We invite you to provide the community with a bit more information so we can better assist.

Which applications are you having trouble with?

Is there an error message on your modem when the internet goes down? Does it affect both Wi-Fi and Ethernet or just the Wi-Fi connection? Also, are you connected directly to the Giga Hub 2.0 or are you using any additional equipment (such as a third party router or switch)?

Have you contacted your employer's IT team regarding the trouble you are having connecting to their VPN, and what steps did they take on their end to try and resolve? 

Hope to hear from you,

@BellPatricia 

[Lydie]

There is no error message. Everything just times out except for loading web pages: ssh, ping, traceroute, speed test, Discord voice chat, Final Fantasy XIV, the email application fetching emails, the VPN, they all time out, except for a few hours after restarting the Giga Hub 2.0., no matter which device we use. It seems like any network traffic outside of ports 80 and port 443 gets blocked by the Giga Hub.

We do not have a separate router, we connect via wifi directly to the Giga Hub 2.0. We haven't tried ethernet, we only connect through wifi as the fibre connection is in the closet and out of reach for any ethernet cable for any practical use.

I talked to my workplace's IT team but the problem is not on their end since restarting the router temporarily fixes things. But it's not just a VPN problem.

I talked to Bell's technical support on the phone twice, they couldn't find any solution. They tried changing the wifi settings and factory reset to no avail, they got the Giga Hub 2.0 replaced for us but the problem remains. Everything works as it should if we use mobile data on the same devices, and everything works if we restart the Giga Hub 2.0, but then a few hours later everything other than simple web pages starts timing out again. We both use SSH for work and having to restart the hub sometimes multiple times a day is untenable. I believe it's a known issue with the Giga Hub 2.0, I know I am not alone in this, as this thread can attest.

[BellPatricia]

Hi there @Lydie 

Thank you for your reply.

We would like to review this a bit more in depth. I have sent you a private message to get more information.

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

@BellPatricia 

[wifi_hungry]

I am also facing the same issue with my Giga Hub 2.0! Please send help T^T

PROBLEM
Observed issues with:

• Discord voice calls/screenshares (Connecting or RTC Connecting or No Route (when timed out), "websocket is closed before the connection is established." from network tab) (note: "Discord only works on VPNs that have UDP")
• Chrome Remote Desktop (inbound & outbound connections state "network does not allow external connections")
• Github (ssh: connect to host github.com port 22: Operation timed out)
• IB Trader Workstation (cannot log in, no error msg)
• Once in a while, Cloudflare WARP (CF_HAPPY_EYEBALLS_MITM_FAILURE which points to an issue with UDP on the user's network).

I also observed that only new connections face this issue; existing Discord calls will continue to work, but if I want to screen share it won't start, and if I disconnect from the call, I won't be able to reconnect.

TROUBLESHOOTING (that I've attempted, unsuccessfully)

• Used the MyBell app troubleshooter through all steps
• Reset modem to factory defaults (as advised by Bell tech support over phone)
• Toggled almost every setting on the modem's "Advanced tools and settings" page (though I don't remember which ones anymore)
• Replaced the modem unit & power source
• Requested a technician, though Bell for some reason cancelled the visit -- I'll need to book another appointment with them.

WORKAROUNDS

• Restart the modem (both soft and hard restart work). This temporarily resolves the issue for anywhere from 10 minutes to half a day.
• Use mobile data/hotspot (which obviously is not ideal).

This issue is quite disruptive to our daily tasks. Any additional information on this would be greatly appreciated.

[Vanadiel]

Are you using just the gigahub in your LAN config, or do you have other network equipment in your LAN besides clients?

[Lydie]

Sounds like @wifi_hungry has the exact same issue indeed!

I have since tried using SSH from a device connected via ethernet directly to the Giga Hub 2.0 when the service is down, with the same result: it times out. So it's definitely not the wifi network itself.

We do not have any network equipment outside of the Giga Hub 2.0, we only have connected phones, tablets, laptops, desktops, a couple speakers, dyson fans and vacuum robot.

We are seriously considering changing providers because it disrupts our work and there doesn't seem to be a solution. There is not even a documented bridge mode option if we wanted to bring our own router to bypass this nonsense.

[cubbie]

I am also having this exact same issue. 

Cannot connect to discord voice (gets hung up on Connecting or RTC Connecting, will work until I drop call and then cannot rejoin). Can't connect to games like FF14, WoW. Can't use employers VPN.

This is super annoying and thinking of switching providers because this is disrupting my work.

[Lydie]

I found a Reddit post where someone else was also having these issues , changing 2 settings seems to have resolved the problem for them:

1. In the Giga Hub's web portal wifi settings (192.168.2.1), in "Manage my Wi-Fi", turning "Whole Home Wi-Fi" off:Screenshot of the Whole Home Wi-Fi option toggled off
2. In the Bell Wi-Fi mobile app, under the Guard settings, turning "Privacy mode" on:
   Screenshot of the Privacy section of the Guard settings in the Bell Wi-Fi mobile app, with privacy mode toggled on

Note: if you're installing the Bell Wi-Fi mobile app for the first time, it will turn the Whole Home Wi-Fi setting back on automatically.

I'm trying these settings for myself and will report back in a few days.

[xZiperr]

Hey, having the exact same issue. I had a Gigahub first gen with no issues now this Gigahub 2.0 is giving me issues. Did you ever find anything that fixes it ?

[xZiperr]

Possible fix

i had a bell tech randomly show up, he seems like a  veteran. He told me not to use the 10GIG port on the back of the modem and that it would divert the traffic or something. Obviously after it was rebooted everything was working fine but I’ll see in a day or two if it’s working or not. But for now not using the 10GIG port. 

[Lydie]

It's been 3 days since I applied the settings I posted above (disabling whole home Wi-Fi on the Giga Hub and enabling privacy mode in the mobile app) and so far I haven't had the issue crop up again, which is promising.

[dks]

Thank you for your comments. Please keep us informed about how long this solution lasts for you. 

[dks]

Thank you for your comment. The suggestion you received is interesting. Please keep track of how your solution works and keep the forum updated.