Fibe internet, experiencing spotty disconnects.

[user2233]

Got bell Fibe 3.0 Gbps down/upload installed last week and when the service works, it's excellent.
What I've been experiencing is random disconnects, and this happens during important work meetings which is very frustrating. 

Another example, I'll be browsing Amazon, and on loading one page, it keeps loading until the internet disconnects, and then it goes back up again. This happens way too frequently.

Ran the virtual diagnostic tool and the results were fine. No issues. 
Do I need a bell technician to come? If they did, I'm not sure how they would troubleshoot this as the disconnects are quite random but they do happen from time to time. 

Wondering if anyone's experienced a similar issue. 

[BellNick]

Hi there @user2233 
Thank you for your post and welcome to the Community.
In order for the Community to better assist are you able to clarify some further information?
What model modem do you have?
When you experience this issue are you connected via WiFi or ethernet connection?
When you lose connection does it disconnect on all devices in your home (both wireless and ethernet)?
Do you receive any error message on your modem?
We also have an ongoing thread titled Giga hub randomly rebootingthat may be similar to what you're experiencing, but the information requested above will help further determine.
Looking forward to hearing back. 

[Internet - Issues]

This is my first time going with Bell since being a Rogers customers for 16+ years. I had moved into my new home in March 2023. Initially, everything was smooth with my TV, Internet, and home security services from Bell until November 2023. Suddenly, I encountered persistent issues with my internet connection. I could only stay connected for a maximum of 20 minutes, followed by disconnections that lasted for days. Currently, I'm relying on a WiFi extender (weak signal).

Despite numerous calls to Bell, they initially refused to send out a technician for six weeks, insisting that everything appeared fine on their end. However, after persistent efforts, a technician was dispatched, but the issue remained unresolved. Subsequently, a senior technician was sent, yet the problem persisted.

The ongoing internet issues are severely affecting my ability to work from home, and I am frustrated by Bell's reluctance to address the problem promptly. Additionally, I was informed about a new WiFi 6 update by someone, but I am uncertain if this is related to the persistent issues I am facing. Moreover, Bell is now charging $150 to terminate my contract, adding to my concerns. I am seeking a resolution to this problem, as reliable internet is crucial for my work, and the current situation is highly inconvenient. I don't mind staying with Bell, I just need this issue to be resolved? Anyone else experiencing something similar?

[Vanadiel]

Wired or Wireless connection?

Any error codes on the modem display when this issue happens?

Anything recorded in the modem log when the issue happens?

[Internet - Issues]

Hello,

It is a wireless connection, no error codes on modem display, not sure how to check the modem log.

Thanks

[Vanadiel · Accepted solution]

When this happens, try a wired connection and perform a speed test from within the modem: Speed Test 

If that speed test is ok, then the issue is more than likely related to WiFi issues. You can try the app to see if it resolves the WiFi issue: WiFi app 

The WiFi app will show you some more details about your wireless setup.

You can also try the virtual repair tool afterwards: Virtual Repair Tool 

[Internet - Issues]

I will definitely try the above steps to see if it helps. I do have 2 bell pods and they also have no connection. I downloaded the WiFi App and it also doesn't detect the pods. However it detects the pod if I hardwire it to the modem?

[Vanadiel]

My understanding about the pods is that they have to be "registered" to work. For "registration", they would have to show up on your Mybell account, but it can take a few weeks after you receive them before they show up. Keep in mind you would use BT to connect initially with the pods to set them up, not WiFi.

You can also try this POD Troubleshooting 

[Minerin]

Hi there!

I’ve been experiencing internet issues since last week. I installed Bell in March, and everything was smooth until around September 18. I frequently get disconnected from all devices (wired, Wi-Fi, phone). The Gigahub shows no errors, with all lights blue, and my signal is strong in my one-bedroom apartment.

Despite the Wi-Fi signal being on, I often see messages like "please check internet connection," and I can't send emails or play online. If I keep trying after 10 seconds, it will get back to normal. This cycle repeats many many times during the day. These issues come and go but are very disruptive to my work and gaming.

I’ve tried the virtual repair, but it didn’t help. I've contacted the Bell support team via chat about five times, and I've received varying responses:

1. They said my profile was set up incorrectly.
2. A technician visited and claimed someone had messed up the building cables, stating the issue was resolved. It wasn’t.
3. They mentioned my modem was incorrectly placed inside the electrical panel, so I moved it, but the issues persist.
4. They indicated my modem might be faulty and promised to send a new one.

I’m starting to feel like they don’t know what the real issue is. Have you experienced anything like this? This new modem may be my last chance; otherwise, I might have to switch to Rogers.

Thank you for your help!

[BellPatricia]

Good evening @Minerin,

Thanks for reaching out to the Bell Community.

We wanted to check in to see if you received the new modem, and how your service is working since installing it.

If you are still having trouble let us know if this happens around the same time each day, or if the timing is sporadic.

What were the results when you ran the Virtual Repair tool during the time your connection went down? Do you have any third party equipment set up, such as a router?

Hope to hear from you,

@BellPatricia 

[Minerin]

Hi @BellPatricia! I am still having issues…i am using the new modem and the tech came again to check, however the issue persists. Timing is sporadic. Pages wont load, I receive a warning saying “please check connection” or “ no internet” and that is related to many different apps or pages, including Gmail, work stuff, Instagram, WhatsApp trying to connect, pretty much everything. I am only using the modem from Bell. Virtual repair says there are no issues. 

[Vanadiel]

Any error codes on the modem when this happens?

[Minerin]

Nothing..

[BellPatricia]

Good day @Minerin, thank you for keeping in touch with the Bell Community.

Did the Technician share any information about their findings while they were there?

How many devices do you have connected, and which frequency are the devices connected to (2.4/5 or 6GHz)? Is the modem located in an enclosed area, or out in the open and away from any electrical devices that could impact the signal? Can you try and move closer to the modem and test to see if notice an improvement? 

Do you have any devices connected directly to your modem via Ethernet, and do they lose connection at the same time?

@BellPatricia 

[Jian]

The internet disconnects randomly, and it has been like that for a few years, and it is getting worse.

The disconnection happens several times a day, and each time it may last for a few minutes and occasionally for a few hours.

It is the internet disconnection, and all the wired devices and WiFi devices would lose internet when the issue happens.

We have tried un-pluging/re-pluging connection cables, rebooting modem, virtual reparation tools, and the issue persists.

Do I need a new Modem(the current Modem is probably about 6 years old)? Or a Bell technician service is needed?