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.
Correct me if I'm wrong, but going from the 3000 modem to the Gigahub entails removing the metal laser housing from the green end of the fiber cable (coming from wall) which will then plug into the Gigahub modem. However, after having done this, I get (with the new modem) ERROR 1202 no MSI services Configure MSI. I unplugged the fiber cable from the Giga modem, replaced the metal shell housing (it has electrical contacts instead of just being pure optical) on the cable, re-installed my 3000 modem and there was no issue connecting. The image shows the connection to the 3000 modem which has an ethernet type port as opposed to the optical only ports on the giga
modem.
