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. 

[Vanadiel]

Any error codes on the modem when this happens?

[Jian]

Thanks for your reply.

When internet disconnecting happens, The Modem's second LED(below the power on LED) changes from blue color to red color and blinks, and the internet LED gets off or red.

[BellPatricia]

Hi there @Jian 

Welcome to the Bell Community 🙂

Which modem do you currently have? Typically the Virtual Repair tool helps detect and fix issues with your service. What were the results when you ran it last? Keep in mind it is best to use the Virtual Repair tool at the same time the issue occurs.

@BellPatricia 

[RoadhogTime13]

Since Monday, i've been having spotty internet where it keeps cutting out intermittently. This happens on all my devices at the exact same time and is most notable when trying to watch streams or play online games. I also noticed my speed down. I tried to get assistance from Bell agents but they kept saying they didn't an outage or problem on their end but this is very similar to issues i had towards the end of December and that was reported to be some sort of partial outage in my area. All bell agents want to do is reboot and troubleshoot my modem again and again. One added the free speed upgrade i received back in November, even though i had gotten the free upgrades to speed without having to do anything else prior or immediately after. Has anyone else been experiencing the same issues, particularly if you're also in the Jane and Lawrence area in North York?

[Scolepetras]

I recently switched back to Bell fibre internet, and am also experiencing frequent random disconnects. This is not acceptable, and I have no way of following the first step of the troubleshooting tips, because my laptop has no Ethernet port. I guess I’ll be calling for a technician, but as the original poster said, the random nature of the disconnects will make it hard to diagnose.

[BellPatricia]

Hi there @RoadhogTime13  & @Scolepetras 
Thank you for reaching out to the Bell community 🙂

We would like to get more details so the community can help.

• Which modem do you have and is there an error message on the front modem panel when your service is interrupted?
• Do you have any third party equipment set up?
• Is anything specific happening on the network when the connection is lost (such as a large download/upload)?
• Does the service restore without your intervention or do you need to reboot your equipment?
• Please share screen shots of your speed test from the modem GUI (192.168.2.1).

We recommend running the Virtual repair tool when you experience any trouble so it can help detect and resolve any issues.

Keep the community posted.

@BellPatricia 

[to25]

We started with Bell fibe a couple months ago, and we have had ongoing issues with the Giga Hub wifi connection the entire time. Devices will be unable to connect to the wifi network, seemingly at random intervals, and trying to connect will say that the password is wrong (it isn't--the same password will connect later in the day, for example). It happens across two computers and two phones, but not necessarily the same devices at any given time. Resetting the Giga Hub sometimes temporarily helps, but the issue just pops back up again within an hour or two.

We've now had at least 4 different calls to a tech on the phone to fix the issue, each time having them do something that "will solve the issue"--this has included "rebuilding the ONT from scratch" (I don't really know what that means, I don't know that much about it), and replacing the Giga Hub itself. The virtual repair tool hasn't been of any use either, of course. Each fix works for maybe a few hours, then back to the same problem.

The Giga Hub itself reports good connection the whole time, but devices simply cannot connect to the wifi for random periods of time. Has anyone experienced anything like this?

[BellNick]

Hi there @to25 
Thank you for your post and welcome to the Community.
Do you have any devices that are connected via ethernet connection and if so, do they ever lose connection?
Do you have your Wi-Fi bands split up (do you separate the 2.4 & 5ghz bands)?
When the issue occurs, is there any error message that appears on your modem?
On your devices, does it show your still connected with no internet or does it completely disconnect you from the Wi-Fi SSID?
The next couple times it happens, are you able to note it down and provide us with dates & times it happens and on which device (make and model)?
Looking forward to hearing back.

[to25]

We do not have any devices connected via ethernet. The modem does not lose connection--we just have problems connecting to the wifi.

Someone checked the wifi bands as a potential issue on one of the (many) calls I've made, they found no issues there.

The modem has no error messages, it has no connection issues, just devices accessing the wifi network.

The devices show that they have the wrong password. They DO NOT, I know this seems like an obvious possibility and everyone is of course going to claim they never type the password wrong. However, I am not re-typing the password, the device saves it, and eventually just hitting "reconnect" with the same password will connect to the wifi again (hours later, or after a modem restart).

It happens on a daily basis. Multiple times per day. Possibly worse in the evening, although we may just be using devices more then. It has happened on android phone, iphone, desktop, & laptop.

Since our last tech call, my phone (android) now does not have trouble with the password, but it still constantly is disconnecting from the wifi network and needs to be manually reconnected. It will have a message that it had the wrong password, then I will hit reconnect (with the same saved password), and it's fine. Other devices still spend periods of time where that reconnect won't work.

[BellNick]

Hi there @to25 
We would recommend trying to recreate your SSID (change the SSID name and Wi-Fi password within your modem GUI) to see if that resolves the issue.

[Vanadiel]

Are you sure you are connecting to your WiFi and not a neighbors rogue WiFi? You should be seeing the connection attempts in the home hub log.

Some people in apartment buildings will do this to steal passwords. 

[to25]

Always worth checking (like the "are you SURE your password is correct" question), but yes, I'm very sure. We've been extremely deliberate in making sure of the issue, double and triple checking details with two people present. It also started immediately upon getting Bell internet installed, and has never happened before. It hasn't just been the reconnection problem either, devices also get dropped randomly. And then of course cannot re-connect; sometimes they can connect again with the same info 5 minutes later, sometimes 5 hours.

We have a completely new SSID and password set up now which seems to be working, although it doesn't explain what was happening with the old one.

[to25 · Accepted solution]

This is actually what the Bell tech did for us on the (latest) call several days ago. It was tried once before and wouldn't work--in fact, the SSID and password that our current replacement modem came with wouldn't work at all. The tech on the phone literally couldn't get that info to work properly, so just made up an entirely new SSID and so far it seems to be working. The old SSID is still available as a network to connect to, when scanning for wifi networks, but obviously we're using the new one.

[JohnF1]

I am frustrated with Tech Support this morning.

Recently we have been experiencing frequent (3X per week) disconnections with our router.  Everything in the house will go down.  We have Fibe with 300 Mbps.

We have a total of about 30 devices connected.  Included in that number are things like wifi light switches, security cameras and Google Assistant boxes.

I believe that the number of allowed connections with a Home Hub 3000 is over 200, and I do understand that the bandwidth needs to be split between all connected devices.

After having the router go down for the second time in the last 4 days (I can always get it back up and running by restarting or running the virtual repair tool) I called Tech Support.  Not surprisingly, he said we needed more bandwidth if we were going to be running 30 (approx) devices.  Frankly, I don't trust what the Tech Support person was telling me.  Given that the router should support about 250 connections and we have 30, I don't find his explanation believable.  If I was complaining about speed, I might accept his explanation because multiple devices are sharing the 300 Mbps. That isn't our problem.  The problem is that the modem seems to shut down all connections several times each month. When I discuss with friends and family, we have the fastest internet speed by a fairly large margin, and they aren't experiencing similar problems with a similar number of connected devices.

I am interested in hearing what the community has to say.  I am reluctant to spend even more money getting more bandwidth because it will increase our current monthy bill of $192 by almost 100/month!  At this point, I am tempted to switch to another service that uses the fibe cabling and will provide me with more bandwidth for significantly less.  We are willing to loose the TV and don't use the home phone that is part of the bundle.

[Vanadiel]

It has nothing to do with the Internet bandwidth, so save your money upgrading your internet plan.

Some devices don't like SSID's for different bands and they keep trying to switch bands, some will try use band steering. It seems in general the home hub starts having issues with some of the devices and basically drops every connection out.

If you have a mixture of WiFi devices that use different bands, try splitting up the SSID 

You will have to configure all the devices again, and I would leave the SSID's the way they are and not perform step 8. I would use names like 2.4G, 5G, 6G to easily remember which band is what.