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 🙏

--------------------------------------------------------------------------------------------------------------------------------------------

❗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.

[Vanadiel]

Error 1202 – No HSI configured

• Error message: Configure HSI service

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

If that does not work, a technician will be required to address the issue.

[Ken smith]

I had a 1202 error after a few minute power interuption. My son has the same giga modem, lives near me and his started back up with no issue. Mine never recovered, reset did not work, bell would not answer phones. I was left with no home phones tv or internet during the stormy night. . My kids were worried cause they couldn’t reach me. Then I wait on my son’s cell phone for an hour and Bell hangs up on me. Then they say go online to your account. Hours or rebooting does nothing. Complete waste of time. Show me a manual on what a 1202 hsi error is. Useless online service. Put real troubleshooting tips for a particular error code. 1202 hsi error- what are the steps to rectify?  That’s all I need not hours on dead end phone calls and useless online rebooting. Thanks for wasting my time Bell but nothing new. It’s now expected. Tomorrow I will start again, looking forward to more waiting. 

[Vanadiel]

You can't really do much yourself about 1202 HSI error. Apart from resetting the modem and trying the virtual repair tool.

It's really something Bell has to check into and fix for you.

[Napes2013]

I have a Bell Gigahub.  I suddenly experienced 1201/1202 errors and lost all connectivity to my home.  After working on my modem issue for about an hour with telephone customer support, it was determined I needed to get a new one.  The support said would send me in about 2 days (which would have meant from Friday afternoon until Sunday I would have no internet).  She told me I could go to the Bell store to exchange my so called defective modem with a new one.  I went over right away to exchange it and got the new one.  Of course, when I got home and plugged in, I still had the same connectivity issue – after about another hour with Bell telephone support it was determined it was not the modem (which I kept telling phone support but I know you have to follow a script plus I do have some extensive IT work experience) and a Bell technician would be dispatched for Saturday morning.  The tech did show up and fixed the problem within 15 minutes – it was a loose connection at the Bell box – surprise, surprise).  The technician was great!  I had my internet back on Saturday morning.

On Sunday afternoon and I got a box delivered to me – it was a modem.  So now I have to return this one back to Bell when I didn’t need it as I got the new one on Friday evening. I have better things to do with my time, then go to Purolator and return it.  Plus if I had not gone to the Bell store on Friday evening, I would still be without internet until Sunday – then having the same connectivity issue when I plugged in this modem – then having to wait until the next day for Bell Tech to show.  3 days without internet would not have been good and one angry customer.  Sometimes, it is just not the box but a real connectivity issue.  

Just thought I would let you know the situation before I have to return this modem I did not need as I gotten a new one on Friday. Sometimes it is not a modem issue, but a connectivity connection – 1202 error definitely indicates it.

After working on my modem issue for about an hour, it was determined I needed to get a new one.  The support said would send me in about 2 days (which would have meant from Friday afternoon until Sunday I would have no internet).  She told me I could go to the Bell store at Pickering Town Centre to exchange my so called defective modem with a new one.  I went over right away to exchange it and got the new one.  Of course, when I got home and plugged in, I still had the same connectivity issue – after about an hour it was determined it was not the modem (which I kept telling phone support but I know you have to follow a script) and a Bell technician would be dispatched for Saturday morning.  The tech did show up and fixed the problem within 15 minutes – it was a loose connection at the Bell box – surprise, surprise).  Your technician was great!  I had my internet back on Saturday morning.

This is Sunday afternoon and I got a box delivered to me – it was a modem.  So now I have to return this one back to you when I didn’t need it as I got the new one on Friday evening. I have better things to do with my time, then go to Purolator and return it.  Plus if I not gone to the Bell store on Friday evening, I would still be without internet until Sunday – then having the same connectivity issue – then having to wait until the next day for Bell Tech to show.  3 days without internet would not have been good and one angry customer.

Just thought I would let you know the situation before I have to return this modem I did not need as I gotten a new one on Friday. Sometimes it is not a modem issue, but a connectivity connection – 1202 error definitely indicates it.

[Vinayak]

Hello I am getting error 1202 and called the customers service and talked to them for 30 minutes but nothing worked can anyone tell me what to do as I tried everything resetting and all everything.

[Vanadiel]

Error 1202 – No HSI configured

• Error message: Configure HSI service

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

If the virtual repair tool does not make it come to life again, try power cycling the modem.

Besides that there is nothing more you can do on your end to make this work. Sometimes they do upgrades here and there and the service might be interrupted for a bit. So if it does not come back up in a few hours you would likely need some technical assistance.

[LiLaC]

Got a replacement modem, but still not working. Been on the phone for almost an hour but no luck yet. 

[Vanadiel · Accepted solution]

Error 1202 – No HSI configured

• Error message: Configure HSI service

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

If that does not fix it, you will likely have to contact customer service as error 1202 is not exactly something you can fix yourself.

[SByc]

I also get the same message. Error 1202 HSI not configured. Virtual Repair Tool cannot help, rebooting does not work either. This seems to be an ongoing issue. I am in the North York area.

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

Error 1202 – No HSI configured

• Error message: Configure HSI service

 Try using the Bell Virtual repair tool, once again. If unable to do so or it does not fix your problem, you will need to contact Bell Customer Service. Call: 1 844 310-SURF (7873)

Take care.

[BellNick · Accepted solution]

Hi there @SByc 
Thank you for your post and welcome to the community.
We wanted to check in to see if you're still experiencing issues with your internet service? If so, please check to ensure the Fibre cable is plugged in securely, not damaged and reboot your modem.
Looking forward to hearing back.

[Bletch]

First it’s Error 1202 then it’s Error 2000, then, if I don’t reboot the modem, it resets itself and then… wait 15 minutes and it disconnects again

Support can do nothing. They try but they simply have no tools that can “see” the problem. 

“If it happens again, call back, they say.

I’ve done that seven times, and gone through the same useless questions every time. And 15 minutes after hanging up, Error 1202 and then Error 2000 and I’m back on the phone, wasting everybody’s time. I’m not calling back any more.

And I see others have had very similar problems going back years. I have to assume that Bell doesn’t know how to fix what they sold to me. Seems I’ll have to find a reliable provider. I’m embarrassed that I even bothered to try Bell.

[Vanadiel]

These are the error codes and what they mean.

1202 and 2000 are not something you typically can fix yourself.

A Bell rep will normally pickup this thread and assist you further.

[BellPatricia]

Hi there @Bletch,

Welcome to the Bell Community 🙂

If you are still getting error 1202 or 2000 we recommend running Virtual repair .

The Virtual repair tool can help detect and fix many issues and even helps you book a technician if needed.

Please try that out and let the Community know how everything is going. 

- Patricia

[User631]

I had and service outage yesterday after overhead wires were damaged by a truck. Bell technicians fixed it today afternoon and they check my modem and it worked fine for sometime. I lost connection after 1 hr and now not able to connect to internet. It giving me 1202- No HSI configured error. Also my username was changed to the default one after a bell agent asked me to do factory reset. Now I can't connect to my internet even after using the admin password. 

I am using gigabit modem