Bell Wifi APP not showing the correct IP preventing to pause users

[Cris]

Hi I'm using the Wifi Bell, and I was not able to pause one of my kids users, once I decided to change the IPs for some devices to static IPs. I restarted the Modem, app and cell phone, without success.

Here my problem:

Device A is connected to Wifi, using static IP 192.168.2.200.
Browser management is showing device has statics IP and good IP
Connecting on Wifi, DHCP of router return the right IP 192.168.2.200.

But once I open the Bell Wifi App, same device has 192.168.2.22 IP.
I validate the MAC, and its the same device.

For some reason, App its not getting the good IP.
I don't know what is the source API used by APP, but its clear this IP its not changing.

I have 2 pods.

Bell Wifi App, keep forgetting devices assigned to users, and adding new devices with MAC number names.
I already uninstall and install APP, no effect.

UI from Router and App don't share the same list of users.

[ZaneP]

Hi @Cris ,

Just to confirm I understand the problem: as expected, a device was given a IP address by the modem's DHCP server. You went into the modem's management dashboard, ( My Devices/Advanced/Settings) and changed its IP Type from Dynamic to Reserved. and you also changed its IP to a new IP address? 

I thought your intention was to have more control over a particular device, such as regulating its internet access, This can be done easily on the wifi app, and I'm not sure why you changed the device IP address.

 If you change the IP address of the device back to .22 from .200, do you now have control over it?

Something isn't right, obviously. If the MAC address is registered on the modem, the wifi app should see the identical device (unless it's a iOS one, which can have its MAC address reset).

Plume wrote the API so it won't be easy to go in that direction.

Sorry not to be of much help. Hopefully others here will reply to you post.

Cheers,

ZaneP

[Cris]

Hi @ZaneP ,
I change into the static IP because the IP show for some specific users on wifi app its not correct, this means the wifi app show the IP .22, instead of the real ip .200.

My initial problem is, I'm not able to pause a my kid user on wifi app, the only option for the my kid user was the "Speed Test".
And my user were I control all the other users and where I configure the parent control show the option "Pause", and im able to pause myself.

After read the documentation about the wifi App, there is a mention:

---

Note: You cannot pause a profile that contains the device on which you are using the app.

---

Ref: https://support.bell.ca/internet/connection-help/what-is-the-bell-wi-fi-app-and-how-do-i-use-it?step...

This means... I have a problem with the wifi app, if im able to pause myself.

There is a bug on wifi app, where into the user UI the IP showned its not the real connected IP.

I'm not able to forget user, or remove user on wifi app.

[ZaneP]

Hi @Cris ,

The statement - You cannot pause a profile that contains the device on which you are using the app - makes total sense.
I'm not having this problem with the wifi app on my mobile device. I can pause any connected device.

Sorry I can't help you, but I have a suggestion. Stop using the pods, restart the modem and the app...and try again. If the app is working as expected, then you have narrowed down the cause of the issue.

[Sdb]

Was this ever resolved? Facing the same issue. Ip in app and on router do not match for devices with static IPs

[Hibbie]

Facing the same issue and still haven’t find a solution.

[BellPatricia · Accepted solution]

Good morning @Hibbie,

Thank you for reaching out to the Bell Community.

The Community is happy to help and just needs a bit more information.

Please provide us with the full details about exactly what's happening in your situation.

Is this affecting multiple devices or a certain one, and can you clarify the type of device (make/model)? Which modem/internet package do you subscribe to? Do you have any third party equipment installed such as a router or a switch?

What troubleshooting steps have you already tried out so far?

To start we recommend uninstalling and reinstalling the Bell Wi-Fi app. If you continue to have trouble afterwards you can also do a factory reset in your modem GUI to see if that helps resolve your trouble. 

Please let the Community know how everything is going,

- Patricia

[Hibbie]

Hi Patricia,

On my case one specific device. I have determined a reserved ip on the modem settings, but the Bell wi-fi app has a different IP for the same device (Mac address matches). The IP has been reserved about 3 weeks ago so modem and app had more than enough time to be updated.

The device is a Samsung TV and there is no other router or switch. TV is connected only via WiFi. No Ethernet cable used. Other device with a reserved IP (Xbox) connected via Ethernet shows the same problem.

I have already logged off and logged back in of the app. I have also deleted and reinstalled the app. Modem has been restarted several times.

I have not and I do not plan to factory reset the modem as it would be too much work to reconfigure all parameters again.

Best,