Error 1202 on HH4000

[DalBert]

We are a new Bell user and we have the new HH4000 Gigahub. We have only been with the service for a week but are facing a constant issue where after resetting the HH4000 all devices can connect to the wifi and access internet BUT after some time all connected computers (and computers only) will stop being able to access the internet... They can still see the Wifi network perfectly but cannot access the internet.

Bell support were unhelpful and suggested it was an issue with our computers (because all other connected devices like cell phones and tablets can still see and access the internet).

I can guarantee it is not our devices and even more telling, it is only happening with the three computers we connect to the network (2x Mac's 1x Windows so also not an OS specific issue).

After doing my own research the mac's were able to be brought back online (once) after resetting the network settings on the devices (this addressed a 'self assigned IP address' error both mac's were reporting as the issue in Network diagnostics)...  Here are the resources for others facing this issue: https://www.igeeksblog.com/internet-not-working-due-to-self-assigned-ip-address-on-mac/#Reset-your-n....

BUT THE STORY CONTINUES:

The above fix only worked the once and after a period of time all computers once again reported being unable to reach the internet DESPITE having a solid connection to the HH4000 wifi network.

We are currently falling back to our Rogers internet (which thankfully we haven't cancelled yet) so we can WFH each day given our work computers won't connect via Bell... I really need a long term solution for Bell to be a long term viable option for us!  Any assistance is appreciated 🙏.

Also worth noting:

- Tonight I will swap the HH4000 for the HH3000 to test if this will fix the issue 🤷‍♂️

- Despite the Bell Wifi app not indicating that any devices are 'Blocked' from the internet, it feels like the HH4000 is arbitrarily blocking all our computers from accessing the internet 🤔

- Thanks in advance, I appreciate any advice/suggestions 🙏

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❗AI SUMMARY:

The error message "Error 1202 - No HSI configured" or "Configure HSI service" indicates that the modem is not properly activated or provisioned on the Bell network.

Key causes identified by the Bell Community:

• Provisioning and activation Issues: A common theme is that the modem, although receiving a signal, is not correctly authenticated or registered on the Bell network. This can happen with new installations or after a modem swap. One user noted that this is a "provisioning issue," where the modem isn't authorized for service.
• Fibre connection problems: The error can be linked to a problem with the physical fibre optic connection itself, such as signal strength issues. While a complete fibre cut might initially show a different error (like 1201), error 1202 can appear after a reboot during an outage.
• Equipment or infrastructure problems: While a possibility, but uncommon; swapping the modem for a new one has not always resolved the issue, suggesting the problem often lies with the service configuration rather than the device itself.

Solutions and troubleshooting steps from the Bell Community:

Community members have detailed several steps they have taken to resolve error 1202, ranging from basic user actions to requiring technical help:

• Basic Troubleshooting: Before calling for support, users suggest checking for any loose fibre cable connections and performing a full reboot of the modem by unplugging it for 30 seconds.
• Factory Reset: A factory reset of the modem, by holding down the reset button for 10 seconds, can sometimes resolve configuration problems by forcing it to re-download its settings.
• Device-Specific Network Reset: Some users experiencing intermittent internet access on specific devices (like computers) after the error appeared found temporary relief by resetting the network settings on those affected devices. However, this was often not a permanent solution.
• 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.

[DalBert]

UPDATE:. When going to the Bell store to switch our HH4000 (which the technician implied is very new and untested) with the HH3000 (which is supposedly more reliable as it has been in circulation/use with customers for much longer), the store flatly told me they cannot swap my 4000 for a 3000.

Despite being told by an online tech AND customer loyalty that this was the best option it is apparently impossible to do at the store.

They did wsitxh my modem for another HH4000 so we can at least rule out a hardware fault BUT I am now receiving a "error 1202 no hsi configured" message which apparently means a technician needs to visit to scan the modem and correctly register it with this address before we can complete the setup.

I suppose we are with Rogers for another weekend until I can book a service appointment.

I REALLY DO want this fine service to work given the greater speed... But it appears I am the only person who wants it to work as Bell is either ignoriing or unable to support my requests for assistance... If this is a new issue that may only impact the Gigahub surely there is value in finding a solution so you can support future customers when this issue comes up again?

I will be speaking to customer loyalty again and if service cannot be provided to my computers with Thai new modem then this may be one very short Bell internet contract... Just over 2 weeks in duration!

[ZaneP · Accepted solution]

Hi @DalBert 

Your frustration is obvious and for good reason. But getting the solution is the most important thing.

IMO, the core problem is that 1202 HSI error message you referenced. Your intermittent connectivity is likely a result of a problem with the fibre connection. It could be signal strength, or a modem activation issue, etc.

A technician must do a site visit to analyze and resolve the error. Bell has 24/7 internet tech support. Call them and get an appointment booked asap. 1-844-310-7873.

[BellNick]

Hi there @DalBert,

Thank you for your post and welcome to the Community.

Could you please check all the wires going into the modem to ensure that they are all connected correctly and securely?
Please also ensure that the wires or tips of the wires are not damaged.

Looking forward to hearing back. 

[Martymoose]

I am having the exact same issue, but in a slightly different way. It seems to only affect my access points/Mesh system. All APs are connected to my home network just fine, but none of them are showing as connected to the internet. I have a guest wifi setup which seems to work just fine but is only broadcasting from the hub itself. So you're not alone in this issue and mine is with the 4000 as well.

[BellAntgio]

Hi there @Martymoose, thank you for reaching out to the Bell Community.
Where are you checking to see if your APs are connected to the Internet?
Are you using any third party equipment such as a router? If you are using a router, but configured the Guest Wi-Fi on your Gigahub that network would only work on your Gigahub and not any external router.

[FibeOttawaCustomer]

My internet was down on Jan 02 at around 11pm and received an error 1202 about a HSI config issue. Unplugged the modem for 20sec and the reboot process took about 8min to restore the service. Also saw an error 2000 in the middle of the reboot. Call Bell support but couldn't get a good answer as usual. Similar hiccups happened on Dec 26. Both upload and download speed (from Bell to modem) are over 3gb after the incident which is what my service supposed to get.

[BellPatricia · Accepted solution]

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

We wanted to check in and see if you're still having any trouble with your Internet.

If you do experience an issue we recommend using our Virtual Repair tool It helps detect and fix issues, reboots all of your equipment and optimizes your service.

Let the Community know how everything is going.

- Patricia

[ZaneP]

HI @FibeOttawaCustomer (CC: @BellPatricia )

I suspect there's an error in your "speed profile" (HSI).

Call Bell and make sure your account has an accurate HSI profile, otherwise this issue will persist until the service is correctly provisioned. 

1-844-310-7873

If the support person has reset the profile to match your service, you should be ok. But if this problem persists you may have an "infrastructure" problem, as recently reported by forum contributor @DoubleP .

There could be a faulty network switch near you, or as DoubleP wrote: "Apparently, under certain conditions, some Juniper appliances switch clients to an erroneous speed profile."

So if the profile reset wasn't more than a temporary fix, you have a couple of options in escalating this issue:

1. Use the resolve-a-concern route. https://support.bell.ca/resolve-a-concern

2. Post the issue in the DSLR, Bell Direct forum (link below). This forum is monitored by some high-level Bell tech employees, and they are very responsive to getting problems solved. Your post is private: the content can be seen only by you and the Bell techs. You will need to create a user account to post in this forum.

Give them very specific information, including the possibility that a network switch may be the problem. You could also mention the Juniper appliance instance.

https://www.dslreports.com/forum/sympatdirect

Keep us posted on your progress.

Cheers,

ZaneP

[Elvi]

Hi, I just got the Giga hub4000 modem and I am getting started but once I conect my modem it turns with this error 1202 configure HSI service. what can I do?

[jfchevrette]

I've had the same issue yesterday when I upgraded from HH3000 to Giga Hub. You have to contact tech support and they will need to activate your service on the new device

[FibeOttawaCustomer]

I started to see this problem after I turned off the 'Optimized by Bell' option on the wifi setting. I need the 2.4g for a coupke of devices so I manually setup the 2.4, 5 and 6gb with separate names and passwords. I got the same hsi issue 2 times from the last 5 days. So I just turned the 'Optimized by Bell' back on and just keeping a single wifi name for now. Hopefully everything will be back to normal. 

[AlexDubois · Accepted solution]

I had that 1202 error as well.

You may try https://bell.ca/activation (You will need your b1xxxxx username and password)

This is where I found out my new HH4000 I received that day was not yet authorized to be used on my account.
The same day, at midnight, my HH3000 stopped working and the activation page told me the HH3000 is not activated anymore and was expecting the HH4000 instead.

I switched the modems and my connection was back on.

[benaq]

l had same problem. just reset factory defult. it is OK.

[madwazzabi]

Would like to share my experience that will hopefully help anyone else in a similar situation. Had been on Bell Fibe for a number of years under their 300-500Mbps plans using a HH3000 without any issues. Renegotiated a plan that got me to the 1.5Gbps plan and switched to HH4000. Started getting 1202/2000 errors.

For those who have been using Bell fibe for many years, it may be an issue with the original fiber termination at the demark port. I was told that prior to 2019, they used a special adhesive in lieu of the more recent process of fusing the termination to the fiber strand and that this adhesive degrades over time and contributes to signal attenuation. I had the situation of -15db at the pole and -20db at my demark in the house. Techs are normally told that the modem can handle up to -22db but this senior tech that looked after my issue knew of one instance where being above -22db still caused connectivity issues. They made a new termination, I was now -16db at the house and internet connection is good as new.