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. 

[RoadhogTime13]

No error code, no issues with the modem. All lights blue. It's totally fine. Only a few months old and it and the cables are untouched since that time. This is a Bell server issue. It's all internal. That's all there is to it. A 5 minute investigation would confirm this. The servers need to be fixed and only once that's done will smooth connection return. I am in Toronto and these issues have been around since June, they got fixed around July when server maintenance was done and then they came back on the 8th and have been on/off since then. 

If it was my modem, i'd know and my connection wouldn't ever get smooth again. Please, please, please check the servers. Not wasting my time with technicians when there's nothing they can do to fix the issue. Not a thing wrong with my modem. Of that, i am quite certain. 

[Vanadiel]

Are you using a WiFi connection, or a direct connection with an ethernet cable to the modem?

And does this happen in general, or only when you access Bell servers like Bell e-mail or Bell web pages?

[RoadhogTime13]

All devices at the same time experience any drops in connection whether they're wirelessly connected to my modem and pods or are connected to my pods with ethernet cables. Last night i had 20-30 minutes of the connection cutting out. After a reboot, it continued cutting out infrequently for 10 more minutes before running faultlessly overnight. As of now, it's running totally fine. Therefore, i can confirm that my modem runs perfectly fine and any issue with connection has to do with the connection reaching the modem in the first place. I want Bell to investigate internally and to check external lines in my area because the issue is not with the equipment in my home. 

[dks]

Please run the Virtual Repair Tool from the MyBell web page as a first step and post any results here. The tool runs tests beyond the modem and may give some further information. 

[Vanadiel]

Are the pods themselves connected with ethernet cables to the home hub, or are they connected wirelessly with the Home hub?

[CityTen]

Hello,

I have a couple of Wi-Fi issues.

Firstly, I bought a new computer a couple of months ago. Dell EBT2250.  This comes with Intel Wi-Fi 7 BE200 320MHz. At that time I was using a Home Hub 2000 modem. My new computer started having intermittent Wi-Fi issues pretty quickly. I eventually called on a professional IT consultant who took a look and recommended upgrading to the Home Hub 3000.

I did this but my PC continued to have intermittent Wi-Fi issues, then my phone also started having an intermittent Wi-Fi, so the problem got worse with the newer modem. Phone is Samsung Galaxy s20 5G. 

So, once I switched to the Homehub 3000 both my PC and phone had an unstable Wi-Fi connection, then after contacting Bell support I tried exchanging for a new Homehub 3000 modem but my PC and phone continued to have unstable Wi-Fi. 

My IT consultant then advised setting up a router and recommended Asus. I bought the Asus RT-AX58U. I followed the instructions but the router was not working. My IT contact tried to assist with the setup. I was able to set up a new Wi-Fi account but not with internet connected. I returned the Asus unit but the retailer claims the technician tested it and supposedly there was no defect, so I received additional charges.

After this I tried connecting my affected devices to a guest Wi-Fi account. I actually have had a far better experience after switching my affected devices to this channel.

I am only really looking at this as a temporary solution and would rather solve the root problem - by fixing my primary Wi-Fi account and/or setting up a working router.   

I would like to know -

Firstly, why my primary Bell Wi-Fi is causing some devices to connect with an intermittent connection? 

And secondly, why I am unable to set up a third party Asus router? 

If anybody has any info or advice for me, I would appreciate it. 

[Vanadiel]

router manual If you follow chapter 2 and follow the included pictures for connection, it should work no problem.

For Bell WiFi troubleshooting, you should try the Bell virtual repair option.

[Copywrestler]

I followed a lot of the above, but found that it was a seperate issue: I had a serious problem with my Bell Fibe internet connection. It was constantly cutting out, which was incredibly frustrating because it felt random and unpredictable. Sometimes it would happen in the middle of a work call, other times when I was just browsing the internet. I had to reboot my Giga Hub modem almost every day.

What Didn't Work

I first called Bell tech support, but their suggested solutions didn't fix anything. They told me it was likely a firmware issue and said they pushed an update to my modem. They also had me reconfigure the network pods I have in my basement and on the second floor. I followed all their instructions, but the problem persisted. The internet kept cutting out, and I had no idea why.

The Breakthrough: Finding a Clue in the System Log

I decided to take a deeper look myself. I knew I could log into the modem's administrative interface, and that's where I found the key piece of information.

Solution: The most effective method is to identify and address the specific device causing the problem by analyzing the modem's system logs.

Step 1: Access the Modem's Administrative Interface

1. Connect to your Bell Wi-Fi network.
2. Open a web browser and enter the modem's default IP address.
3. Log in using the administrator credentials, which are typically found on a sticker on the back or bottom of the modem.

Step 2: Locate and Analyze the System Log

1. In the modem's administrative interface, navigate to the Advanced Settings and find the System Log.
2. Review the logs for patterns of errors, specifically entries that repeat frequently. Look for messages related to connection failures, authentication errors, or IGMP (Internet Group Management Protocol) errors.
3. It is recommended to export the log data and use a tool or an AI assistant to help you analyze it, as the raw data can be highly technical.

Step 3: Identify the Problematic Device

1. Focus on any recurring error messages associated with a specific MAC address. In one such case, a MAC address, such as 'xx:xx:xx:xx:xx:xx', was found to be attempting to connect every 30 seconds with an incorrect password.
2. The MAC address can be used to identify the device's manufacturer. In the example above, the MAC address corresponded to a network card component made by Hon Hai Precision (Foxconn), a manufacturer for many major electronics brands like Sony and Apple.
3. Cross-reference the manufacturer and the timestamps of the errors with the devices in your home to pinpoint the culprit. In this specific case, an old Sony TV was discovered to be the source.

Step 4: Resolve the Issue

1. Once the device is identified, access its network settings.
2. Turn off the device's network access (e.g., disable its LAN or Wi-Fi connection). Alternatively, correct the device's Wi-Fi password.
3. After the device is disconnected from the network, monitor your internet connection. In the example provided, disconnecting the old TV resolved the issue completely.

[dks]

Thank you for this in depth approach to troubleshooting a specific issue. My only caution is that the steps you outlined are what I would call advanced and require some networking knowledge. It can also take time to load the log files, at least in my experience, as they are not small files. There is little risk in damaging the modem in doing what you suggest. With those caveats, thank you again for your suggestion. 

[Lesley]

It is mysterious, and it has been happening recently quite a bit. My Wi-Fi keeps going in and out I assume once paying your bill you were supposed to get the allowed services that you were paid for, but unfortunately, that is not the case with numerous problems going on with Bell Canada from ongoingservice that isn’t working. My computer tells me I’m off-line 90% of the time I have to re-enter my code and my security can you contact me and let me know if there is an issue that is related to Bell Canada before I phone the BBB and have this investigate

[WelshTerrier]

Good Day.

Thank you for posting your question.

There can be any number of issues that can result in your computer dropping your Wi-Fi connection. Can you please provide us with further information?

1. Make & model of your computer?
2. Are you using Microsoft Windows 10 or 11? Is your computer up to date with the most recent updates & drivers? Do you reboot your computer regularly?
3. Which model of Bell Internet modem do you have?
4. Have you tried to any troubleshooting?
5. Have you tried to run the Bell Virtual Repair tool?
6. Have you done a modem reboot, by doing a full power off, waiting 30 seconds, then power on?

Here are some things to try on your computer.

• Open Device manager on your computer. Click on Network Adapters drop down. Right-click on your wireless adapter and click Uninstall device. Leave box unchecked and click Uninstall. Reboot computer and wireless driver will automatically re-install. If this does not resolve your issue, you may need to install an updated wireless driver.
• Another thing to check: Open Device Manager once again. Click on Network Adapters drop down. Right-click on your wireless adapter and see if you have a Power Management tab. If you do, click Power Management tab. Uncheck the box "Allow this computer to turn off device to save power"

Internet: troubleshooting tools, virtual repair tool and support

If the problem persists, you may need to contact Bell Internet Tech support:1 866 310-BELL (2355) and requested their assistance.

Let us know & we will do our best to work with you.

Take care.

[Toad]

Yes. My internet wifi disconnects every day at least once. Bell is useless as far as a fix. They just say everything looks fine. 

[dks]

Thanks for your concern. Have you tried the suggestions found in the helpful replies, the ones with green checkmarks? There can be multiple causes for the condition you are experiencing. 

[Ahmad_1]

Good Day & Welcome to the Bell Community.

When the issue occurs does any error code appear on your modem?
Do all connections go down (both Wi-Fi and ethernet connection)?
Is the issue sporadic or does it happen around the same times (if so, what times)?

Have you tried to do any troubleshooting? Home Hub 3000 - support, help and troubleshooting

Have you tried to factory reset your modem?

Home-Hub-3000-modem: Complete List of How-tos and Tutorials

Let us know & we will do our best to assist you.

Take care.

[WelshTerrier]

Good Day & Welcome to the Bell Community.

When the issue occurs does any error code appear on your modem?
Do all connections go down (both Wi-Fi and ethernet connection)?
Is the issue sporadic or does it happen around the same times (if so, what times)?

Have you tried to do any troubleshooting? Home Hub 3000 - support, help and troubleshooting

Have you tried to factory reset your modem?

Home-Hub-3000-modem: Complete List of How-tos and Tutorials

Let us know & we will do our best to assist you.

Take care.