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.

[zakn]

I have had HH400 with 1.5 Gbps for almost an year now. It worked well till yesterday. Around 4:30, the internet got disconnected and that too in between an important meeting.

I didn't notice the original error code, after first restart, I got 1201 and then followed by 1202 ever since. Tried restarting multiple times and got the same 1202 error.

Run the virtual repair tool, talked to an agent and was suggested replacing modem. I went to multiple stores with no avail (I was told they don't carry this model). 

Does Factory reset can help resolve this issue anyway?

[WelshTerrier]

Error Code 1202 references an intermittent connectivity issue is likely a result of a problem with the fibre connection. It could be signal strength, or a modem activation issue, etc.

Did you check for any loose connections? You can do a factory reset, just record your personalized settings. These will be lost after a reset. Have you done a complete power off of your modem? (i.e. Unplug the modem from the power source & plug it back in after 60 seconds.) If by chance you accidentally change a modem setting, a factory reset will restore the modem settings to the initial install.

To reset the Giga Hub: 

Devices connected to the primary Wi-Fi network can connect to the Internet as well as share files with other devices and access the network settings.

1. On the front of the modem, press the down arrow and scroll to Reset to factory default.
2. Scroll to Yes and press OK to confirm.
3. Wait for the modem to restore the factory default settings.
4. Open a web browser and follow the online instructions.

If your problem continues to persist, after completing all of the above, I would run the Virtual repair tool once again & record any issues that it finds and / or corrects and contact Bell Fibe Internet Tech support. A technician may need to do a site visit to analyze and resolve the error.

Bell has 24/7 internet tech support. Call them and get an appointment booked at: 1-844-310-7873

Let us know how you make out on the Bell Community Forum

[ZaneP]

Hi @WelshTerrier and @zakn 

"...an intermittent connectivity issue is likely a result of a problem with the fibre connection. It could be signal strength, or a modem activation issue, etc."

I wrote those words back in November 2022 in a reply to DalBert, and they still apply. These error codes are typical of problems which can't be resolved by us customers. 

In the same reply I also wrote: "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."

That advice remains the same. @zakn a modem replacement isn't the solution, and neither is a factory reset imo. Persist with Bell Support to get a technician at your premises.

Cheers,

ZaneP

[WelshTerrier]

I do not disagree with you. I do not recommend replacing the modem..... just the opposite! I am covering all of the bases when I say check this & check that. If the problem is rectified by doing any of these steps..... great! If not then we move on to the next stage!

It could be as simple as the fibre cable not being seated & secured properly at any point of connection, bad connection, dirt, imperfect connectors, bending losses, etc. I do not believe it has anything to do with signal loss coming down the fibre pipe. It sounds simple, but it still needs to be proven by a tech. Once you have done all that you are capable of doing, then yes, you bring in someone with more knowledge than you..... in this case a tech visit to fault find, analyze the cause, implement the fix is probably warranted!

It may be modem replacement..... but that is something I can not say is the cause & fix!

[ZaneP]

The 1201 and 1202 errors are not modem related. Period. It's a waste of time messing around with reboots and worse - factory resets- which can have unintended consequences for many users (like losing log information, custom settings, etc).

There is a hardware issue, structural or otherwise. Connectors don't become imperfect, fibre cable doesn't bend spontaneously. (Although I could accidentally damage a cable and not own up to it!)

On the contrary, signal loss is entirely possible. FTTH service has fiber deployed to a box in the neighborhood and split into multiple fibers going to customers. There is a higher potential for failure in that scenario than my having household dirt getting into the interior termination point and interfering with the optical output. 

I agree that step-by-step problem-solving is useful, but knowing which steps to start with (and end with) is key. Otherwise time is being wasted. Our fees to Bell include on-site tech support.

[zakn]

Thanks @ZaneP . I agree with you and I am not really sure why the technical support asked me to replace the modem. I even asked them is it possible something happened on the box as the timing of this points to some kind of manual error.  Even the second support person recommended the same and I was able to convince her to send a technician to my home.

Technician fixed the issue, he replaced the cables on the box and it seems to have fixed the issue for me.

Appreciate the quick responses!

[WelshTerrier]

Great news. Nice to see he found the issue & replaced the cables. Enjoy!

[NotWorky]

Hello,

did you ever resolve this issue ? 

I’ve had bell for 4 weeks. Constant 1202 error codes. 3 modems… 14 customer service calls. 5 technicians and a huge headache that is making me go back to start.ca where I had no issues. 
Here we are on the 3rd modem and it has crashed again 

[ZaneP]

"Here we are on the 3rd modem and it has crashed again"

The 1202 error is not a modem problem! A "crashing" modem is the outcome of the problem.

There is a structural defect. I wrote this the other day (edited):

"The 1201 and 1202 errors are not modem related. Period. It's a waste of time messing around with reboots and worse - factory resets.

There is a hardware issue, structural or otherwise. Connectors don't become imperfect, fibre cable doesn't bend spontaneously. On the contrary, signal loss is entirely possible. FTTH service has fiber deployed to a box in the neighborhood and split into multiple fibers going to customers. There is a higher potential for failure in that scenario than my having household dirt getting into the interior termination point and interfering with the optical output."

If you choose to stay with Bell, you need to insist that a technician come to your street and investigate: inspect the wiring,  and test the signal path, from Bell's point of distribution to your place. Have they already done this?

[Barview4321]

I'm having the same issue.  Was on the phone with technical support and they stated I needed a new modem.  I've been waiting since 8am for someone to drop it off.  I missed a day of work. (I work from home).  Not even sure if this will work.  Crossing my fingers.

[BellPatricia]

Good afternoon @Barview4321,
Thank you for reaching out to the Bell Community.
We wanted to check in and see if you've received your replacement modem, and how everything is working.
Keep us posted,
- Patricia

[Barview4321]

After waiting for 12hours icalled and spoke to someone at bell (same person as saturday).  She out right lied stating that it would take 1 to 2 days.  She stated she never said the drop off would be sunday. Anyways after speaking to the manager April.  She had Joel play around on the modem to try to get it going.  He did.  Which made me more upset cause this could of been done originally on Saturday night if the person I spoke to would of done her job.  The technician Erick came first thing this morning.  Excellent service, very knowledgeable, very polite A1 service.  It was not the modem at all.  To find out the initial installation was faulty.  Erick cleaned up the wires and everything is working.

[Dustinsz]

Recently got new Giga hub. I'm finding when I power my firestick 4k on its causing the Hsi error 1202. Had tech come out cleaned fiber checked everything. Speeds are good when not in error. Fire stick is connected through wifi. Anyone else dealing with this . My other Bell router never had an issue sides the speeds were a tenth of what I was paying for. 

[BellPatricia]

Hi @Dustinsz,

Thanks for reaching out, and welcome to the Bell Community.

Are you able to replicate this error each time you use the Fire Stick 4k, or does it happen once in a while? Do you have another Fire Stick that you can test as well to see if the same thing happens?

If you experience this error message again, we recommend running the Virtual Repair tool to help detect and fix any issues with your service.

You can find more information, and a link to Virtual Repair right on our website: Troubleshooting error codes with my Home Hub modem under the section called Hub Error codes and solutions.

Let us know how everything is going.

- Patricia

[ArtieLane]

Returning customer. Hardware for 1.5gig FIBE Internet and FIBE TV arrived Jan 15/24. Installed same day with no issues. Giga modem installed on my desk so I can see the panel very easily, and I am ethernet-wired directly into my desktop and a nearby laptop, while other devices (laptops, alexas, cellphones, etc.) connect via wifi. Firmware is 1.19.6. Hardware version = 5690-000001-000.

Experiencing random modem disconnects and error messages many times a day. Errors codes are 2000 and 1202.

Tried virtual tech assistant - no fix. Called tech support 3 times; had modem reset remotely - no fix. Support told me they were updating my 'profile' at my end and should be better as a result - no fix. Modem still disconnecting randomly throughout the day; no consistent time of day, just random and unexpected.

This impacts FIBE TV as well, of course, so we will have TV stop randomly in the middle of a show.

I'm being told that a new Giga router will fix my problem, which will arrive in 3 to 5 business days. I am deeply skeptical this will change anything. I’ve read a number of posts that sound identical to mine.

Has anyone solved this problem without resorting to a downgrade away from the Giga modem and the 1.5 GIG service?