Bell Home Hub 4000 Error 1201

[Boonh]

Today my bell internet Fibre 50 FTTH stopped working. My device still showed connection to the Wifi but there was no internet. The modem showed “Error 1201 - Low fibre signal Check fibre connection”. Restarting modem couldn’t fix the problem.

 

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❗AI Summary:

Users experiencing the "Error 1201 - Low fibre signal" have identified several potential causes and solutions, primarily pointing to issues with the physical fibre optic connection. The error indicates that the modem is receiving a weak or no light signal through the fibre optic cable, preventing internet access.

Key causes identified by the Bell Community:

Discussions in the Bell Community Forum and other online platforms highlight a range of possible reasons for the error:

• Damaged or disconnected fibre optic cable: This is the most commonly cited cause. The cable could be cut, bent, or damaged externally, such as by landscaping activities. It could also be disconnected at the street-level utility box.
• Faulty or improper connections: The error can occur if the fibre optic cable is not securely connected to the modem or the wall socket. Additionally, the end of the fibre optic cable that plugs into the modem can become dirty and obstruct the signal. In some cases, the connector itself may be faulty.
• External infrastructure or equipment problems: Issues with your Bell modem or other network equipment can lead to this error. Issues may originate from outside the home, such as a problem at a node or demarcation point.
• Incorrect provisioning: A less common but possible cause is a "speed profile" or programming error on the user's account, which would require correction by Bell.

Solutions and troubleshooting steps from the Bell Community:

Forum members and Bell moderators have suggested several troubleshooting steps, ranging from simple checks to requiring technical help:

• Basic troubleshooting: The initial steps include rebooting the modem and ensuring the fibre optic cable is securely connected. However, users often report that a simple reboot does not resolve this specific error.
• Cleaning the fibre connector: Some users have had success by carefully unplugging the fibre optic cable from the modem (holding it by the green housing) and cleaning the tip with a lint-free cloth and rubbing alcohol.
• Use Virtual Repair: The Bell Community Manager recommended using Virtual Repair. This tool can check for local outages, inspect external equipment, reboot your system, and optimize settings. If the issue persists, the tool can help schedule a technician visit.
• Check for outages: It's worth checking if there is a known service outage in your area. How to check for Internet outages in your area or Outage Check.
• Contact Bell Support: Should the above fail to identify or resolve the issue, a technician may be required. Technicians can diagnose and repair issues with the external wiring, connectors, or other infrastructure problems that are beyond the user's control. Should you need to book a technician, reach out using Live Chat or you can dial *611 from any Bell mobile device.

[BellPatricia]

Good afternoon @Tweety,

Thank you for reaching out to the Bell Community.

We wanted to check in and make sure you were able to resolve this after trying the different suggestions in the thread above. 

Keep the Community posted, we are here for you if you're still having any trouble.

- Patricia

[Tweety · Accepted solution]

So it is now fixed but definitely 6 hours of my time I won’t get back lol! It was determined by an online tech that it was the modem and I made appt to replace it with his support. But during the next day a Bell service truck was across the street and my friend noticed it and went to ask and tell them what had happened to mine. He told her that he was there to replace the lines becuase someone had pulled them down off the pole across the road. He said everything should work fine now. I therefore did not change the modem and took it back home at the end of my work day and plugged it in and followed the steps on the Bell app and everything is great! 

[Tr1209]

I got this error yesterday and my internet suddenly went dark. Called bell twice. The tech support in the Philippines is TERRIBLE. Kept saying it was something wrong with my modem (the same modem that has been working for 6 months). I insisted this was not the case and that there were bell techs outside doing something and I think they may have messed something up. They opted to send me a new modem instead. After the third time of contacting them, they sent a bell tech today who confirmed my suspicions. Apparently the bell techs yesterday plugged my fibre out to use for someone else (his reason was that the tech was probably lazy). It was a 10 minute fix that I had to wait a whole day for even though I asked for a tech. The service reps had the nerve to charge me for the visit too. Left a sour taste in my mouth and will be looking to switch soon. Tried virtual repair tool and all the shenanigans they make you go through before calling them too. 

[BradF]

If you have a 1201 Error and the Bell agent suggests a new modem please do not listen and immediately request a service appointment. My internet stopped working on a Tuesday morning. Modem was reporting a 1201 error, I did all of the traditional fixes and nothing. The online agent said replacing the modem would fix the issue. I was without internet until Friday morning when the new modem arrived. Plugged it in, same error code, called bell, now have to wait until Monday for a tech to come out and fix the lines. Don't waste your time on the new modem, have a tech come out asap to fix the line.

[Bobbyuser12345]

If nothing happened to your modem or changed in your house, I think you should always request a technician. I had the error when I returned from vacation. They recommended replacing the modem. Full service outage for three days waiting for the modem. This did not work. Technician could not come for another three days total 6 days without service. Result was I was accidentally disconnected at the junction box. Thankfully I had a good phone plan that helped me through the outage.

[Deep1]

Hii

My giga modem is showing 1201 error and show low fibre signals also check fibre connection.  I did virtual repair tool but not worked also call the technical support and been on call for more than an hour but problem not solved.

I wifi is still not working what to do ..

[BellPatricia]

Hi @Deep1,

Thank you for reaching out to the Bell community.

Which modem do you have? Can you also clarify what happened when you used the Virtual repair tool?

Error 1201 may require a technician visit to help restore your internet service. When you spoke with Tech support did they book a specialist, or were they able to resolve this right over the phone?

Let us know if you are still having any trouble, we are here for you and happy to help.

- Patricia

[Harish Kumar]

Tried debugging through virtual tour tool, noticed network outage area and I am unable to connect to my new modem.. and also nobody is ready to resolve the issue through contact center..since I cannot access this modem.. I would request to cancel my Internet service. also cannot book an appointment through Bell application and the application quality is very bad…

[Vanadiel]

Try a power cycle of the modem. It usually takes 5 minutes or so for the modem to get online the first time it's used.

What is the error code on the modem, if any?

[Harish Kumar]

I am getting 1201 error code low fibre signal

[BellPatricia]

Hi there @Harish Kumar

Thank you for reaching out to the Bell Community.

Can you clarify which modem you have?

In some cases error 1201 will require a technician visit to restore the service.

If you are still having trouble we recommend using our Virtual repair tool to help detect and fix the issue. You can find a link to virtual repair in our post here

There is also a bit more information available right on our website Troubleshooting error codes with my Home Hub modem

Let the Community know if you need further assistance,

- Patricia 

[Harish Kumar]

I am getting 1201 error low fibre signal..tried restarting the device still have the same issue

[VR]

Harish,

Don't loose your time trying to solve this issue rebooting your modem more than once or following all the steps the support agent will ask to you perform. Ask for a immediately visit from a technician because 99,99% chances of your cable is disconnected in the entrance panel of your place.

[Kiron]

There is no signal of internet and in the hub it shows Error 1201-low fiber signal

It happened the day before yesterday. I have reset it for some times, but it didn’t work. I have read the article shared in this forum and it seems that such a situation requires the technicien’s assistance 

[Vanadiel]

Error 1201 – Low fibre signal

• Error message: Check fibre connection

What to do: Try our Virtual repair tool, which detects and fixes most issues.

If the virtual repair tool does not work, you will more than likely need a field visit from a repair technician.