Ethernet will not work with new Giga Hub - Help Needed

[McKB]

I had a new Giga Hub installed on Dec 21, along with a service upgrade to 3GB Fibe. I already had Fibe at 1 GB and was using a Home Hub 300, with 4 Ethernet connections set-up (and working) in addition to WiFi. When the technician installed the new Giga Hub, he did not re-connect (or apparently test) the Ethernet cables and apparently said he was in a hurry (I get it, but he also left NO notes, manual, etc. and not connecting the Ethernet is bizarre given that the 4 cables were all sitting right beside the modem. However, my son was here (he was managing an IT service ctr until a serious illness and can handle this), so he noticed this and connected the cables. Neither of us changed any settings in the GH then or since. And ethernet has been up and down since, now completely down (so no connections on most devices for work, streaming, security etc.)

Two of those Enet cables go directly to end point devices, including my home alarm system and a Ubiquiti AC. One of the cables goes to a D-Link GigE switch, and the last one goes to an active NAS. Things worked for a few hours and then stopped later in the day.

When that happened, I rebooted the modem and affected devices and checked all cables. Problem solved. Then it was back the next day and I again checked all things, rebooted devices, etc. It went down again today and this time I replaced a couple of cables (to see if that made any difference) and tried again to reboot the DLink, the end points (e.g., Apple TV) and the modem. No joy. I have zero working Ethernet connections now, which means a number of important items (like my NAS which I need for work and other backups) are all offline. WiFi connections are working but the speed is up and down since the GH was installed. Throughout my Internet connection speed (acording to the GH) is stable at around 3GB down.

In all, I have tried running diagnostics on various end point devices, and rebooting them. I have re-seated or replaced all cables. I am not using the 10GB port at all. What I can see is 1 green status light (on the modem ethernet ports) and 3 flashing yellow lights. None of those connections are live. I have tried 2 way pings, etc. No connections.

As well, all Ethernet connections are shown as greyed out in the GH console. I suspect a possible DHCP issue, or some other relatively simple fix...or that the box is defective as this problem is intermittent and now persistent.

But can someone please suggest fixes or some way to reach technical personnel at Bell? I am under the weather and had hoped to just chill with movies, and do not want to spend 3+ hours (in my experience) on the phone, if instead I can reach someone knowledgeable. I know it is the Holidays still, but any help/suggestions/guidance would be very much appreciated. Thanks in advance. M

[McKB]

A minor update: the Giga Hub console is now showing all Ethernet attached devices as connected. They aren't though. In fact, when I go into the Advanced Tools and Settings, and select DHCP, I can then look in the DHCP lease table which shows all Ethernet devices as greyed out. Really confused at this point.

[ZaneP]

Hi @McKB 

The short answer: Given what you wrote, the Hub could be defective. Call Bell today for a replacement to be shipped to you. 1-844-310-7873. 

You could also log into Bell -  https://mybell.bell.ca/Login - , then click the chat icon for an online chat to get the replacement modem.

Cheers,

ZaneP

[McKB]

Thank you Zane. That is very helpful. I will try both contact options now.

Barton

[wolscamp]

I'm a Bell customer who just had his modem upgraded to a Giga Hub today. The tech came, installed it, said everything worked, and peaced out. 

I checked my main PC which is connected via ethernet. It would not connect. (Prior to the installation appointment, everything was fine). I checked the modem - everything is fine and securely connected, just as it was before the technician visited.

I tried resetting the modem. When I log in to the modem as administrator, it shows that the LAN port into which the ethernet is connected is recognized and does not report any problems. When I switch the port, the modem recognizes the change and reports the new LAN connection correctly, even though it no longer works.

I contacted a rep and they told me to restore factory settings, which I did. Still nothing.

[BellNick]

Hi there @wolscamp 
This certainly sounds strange. Could you please test these suggestions?

• Check another ethernet port on the back of your modem. 
• When plugged into a port, are the lights above the port lit up?
• Are you able to test another ethernet cable?
• Are you able to test another device?

Looking forward to hearing back. 

[wolscamp]

Private message sent!

[ZaneP]

Hi @wolscamp ,

Just in case you haven't done this yet: what do you see when you log in and look at Connected Devices? You should see all devices that are on the LAN, including their IP addresses.

Also, you may have already checked this but...is there any chance your PC doesn't have an IP address from the modem's DHCP server? Have you forced the PC to get a new address?

[wolscamp · Accepted solution]

Thanks for all your help. The problem is now corrected but here's a quick summary based on your questions in case future users find themselves in a similar situation:

The modem acknowledged that the ethernet cable was plugged in. I tried all 5 ports (the 4 LAN and larger 10G one) - each time the corresponding LED would light up. On the modem admin panel, under "ethernet," it would show that there was a valid connection on the LAN port that had the cable, and did not report any errors for that port. However, under connected devices, no ethernet connections were visible and there was no evidence in the log that one had ever connected (only that the modem recognized an ethernet cable was plugged in to the LAN ports). 

Windows automatic connection diagnostic tool and a driver update for the ethernet adapter did not fix it. I did several restarts of the modem, including a reset to factory default which did not fix the issue.

After receiving a pushed firmware update, the connection was still not working. I did another modem reset and then ipconfig /release and /renew. The ipconfig /renew process seemed to hang so I restarted the PC. On restarting the PC, the ethernet connection worked and speetest shows it operating at advertised speeds.

Thanks once again for helping me solve this!

[JonoSS]

Hi having a really strange issue with my Home Hub 4000. Replaced modem and still occurring and had Bell Techs out who could not solve but put a ticket out to watch on their end the Ethernet ports?

What is happening is as follows: I have had the same setup with  HH 3000 for over 6 years no problems. Upgraded to HH 4000 and now at least once a week the internet disconnects from the Ethernet. The HH4000 Ok light is still blue and thinks all is fine. The wifi is still connected to internet so the HH 4000 is still connected. I know it’s the Ethernet ports because my TVs are connected direct and they do not work, when I connect my laptop directly to the modem no internet either.

I have a d-link gigabit switch connected to the modem using one port and 2 receivers connected to 2 ports and the main PVR connected via switch which is connected to the modem Ethernet port.

The bell techs think something is causing the Ethernet ports on the HH4000 to stop working until I reboot it and then all works fine again.

I switched to HH4000 when I was offered 1.5gb fibe up from 1.0gb fibe. I tried setting the Ethernet authentication to speed of 1gb and not Auto but had the same issue continue to happen.

Any suggestions?

[Philippev08]

I got my Giga Hub installed last week. Everything was fine until I realized my ethernet ports were not working. I only use them to connect my Sonos Bridge to my router, but I rebooted my router and I changed my ethernet cables and it still doesn't work. Do you have something I could try?

[Vanadiel]

What are the colors of the ethernet port on the modem when you plug the cable in?

Chances are very high they work fine, but your Sonos bridge is not configured correctly.

[Derek cheung]

I seems to have the same problem. I am new to bell and I have the Gigahub for about 2 weeks. When the gateway was first installed, it worked fine for both wireless and the Ethernet ports. After two days, the OK light on the gateway was red and thus no internet and tv. A Bell tech came and spent almost 8 hours but he could not resolve the problem until he unplug the Ethernet connected to my LAN. When there was not Ethernet cable connected, while I was watching tv and the modem led is green, I plugged in the cable and try to change tv channel, I got error msg from bell shown on the tv. When I unplugged the Ethernet cable, changing tv channels are ok. The gateway was good but after 20 seconds, the OK light is red and kids complained no internet. I saw some posts about not to run pihole with Gigahub. This problem happened when my pihole is off. My home LAN is very simple. Just my windows 11 PC using DHCP for IP and I have a Dlink DGS-1210 28 Ethernet port switch without vlan. Any suggestion is welcome.

[Headache]

Hello

i I have a new bell fibre hub installled and only 1 device plugged in is working. My Ethernet hub, and other devices all show a yellow blinking light and are non functional.  
I’ve tried changing the Ethernet cords etc. still doesn’t work. 
The technical dept are no help at all.   They keep saying it’s a an issue with my devices. When plugged into my old modem; my devices work.  
I paid $150 extra for the install and have had nothing but headache. Rogers  service is better 

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

We would like to help you. You haven't given us many details on what your current equipment is, and what your needs are. In order to assist you, we need for you to provide us with additional details and information.

Bell has provided you with a gateway modem / router. E.g. Giga Hub, Home HUB 4000, etc.

You can connect your router to the Bell modem but it is not required. You can not install your modem in lieu of the Bell Home Hub or Giga Hub.

Please tell us more in terms of the devices you are trying to install that are not working? Make & model. You mentioned “My Ethernet hub, and other devices all show a yellow blinking light and are non functional”, please explain.

Take care