Giga Hub is dropping SSID/network to devices (brief resolution the reccurs)

[EmergGuy]

An incredibly frustrating problem to troubleshoot.

I am now about a month into the Bell Fibe with Giga Hub. Things had been working very well and now devices are dropping off to 'offline' continuously, however several devices appear unaffected.

Affected

• Brother Printer
• Kasa Smart plugs
• myQ Chamberlain Garage Door openers

Not affected

• laptops/desktops (wireless)
• phones connected to wifi
• Nest Hub
• Arlo Hub
• the TVs

Rather frustratingly,

1. when this happens, there are no error codes anywhere. If I reset the individual devices, they do not see my network listed under available SSIDs (although my network is shown on the other available devices, so I do not see this as 'broadcast SSID problem'). I do see multiple other neighbour networks as well - just not mine.
2. If I factory reset my modem - and re create the same network name/password - then YES - They all connect....for about 20 minutes - then go offline.
3. I have checked all my cables (nothing would move anyway), and have not installed anything new

I had wondered - if it a dual band issue - but I can't seem to fix this by going into the advanced settings, and running the individual bands - it only seems fixed by a reset to factory - and even then it is brief.

The virtual repair tool times out and when near complete says it is temporarily unavailable

Admittedly this is an untenable problem and one that seems new without any recent software/hardware updates (that I am aware of).

Please tell me there is a fix I am missing??

After nearly a day and half of troubleshooting this, I am about ready to pay the cancellation fee and go back to my old provider - that's how beat down I am.

I would be forever grateful if anyone had any ideas.....

[supertech]

Further investigation seems to reveal it doesn't seem to drop unless there is a hard drive connected to the USB-c port....with just one drive on the USB-A port, everything seems to work fine. Please note that although this doesn't make a lot of sense, my guess is the power draw on the USB-C causes the 2.4GHz circuit to intermittantly cease functioning or to mal-function to the point of no longer broadcasting the SSID for the 2.4GHz.
Without an actual schematic of the circuitry, this is my best guess.

[batteryhack]

Not so simple.  I have gone thru 3 modems in 2 weeks and they all have the same issue.  devices keep getting knocked off.

[batteryhack]

that didn't work, just kills time and keeps you busy thinking you have a solution when Bell should really solve this.

[supertech]

My issue I assume is different, as the modem stops broadcasting the SSID for the 2.4GHz, so any devices on that frequency all go off. If you have anything hooked up to the USB-C port though, try disconnecting it or adapting it to the other port. Mine behaves itself as long as nothing is in the USB-C port of the modem.

[KBRA]

Subject: Ongoing Issue with 2.4GHz Wi-Fi and Lack of Resolution from Bell

Hello All,

It is now June 2025, and Bell has shown no interest in resolving the ongoing issue with the 2.4GHz Wi-Fi band. The company is fully aware of the problem. The Internet Customer Service and Technical Support teams continue to advise users to rely on the unified (2.4/5/6GHz) configuration. For reasons not clearly stated, it is evident that Bell has no intention of addressing the matter properly.

[supertech]

You may have missed my previous replies - but mine only misbehaved if something was in the USB-C port.
With nothing in it, it behaves.

[KBRA]

Apologies. New here. I was trying to post.

[supertech · Accepted solution]

You posted about the 2.4 GHz disappearing when not unified with the 5 GHz...oddly enough, mine did this too, until I stopped using the USB-C port - then it stopped happening. The 2 should not be related, but it seems they are.

[dks]

Thank you for your question. Bell uses what you refer to as "...the unified (2.4/5/6GHz) configuration..." in order to make use of band switching for the Bell pods. If you are not using the Bell pods, you can turn Whole Home Internet or "Keep a common network..."  off in the modem dashboard. 

[dks]

Thank you for this summary. It is a helpful response to the described problem. Much appreciated! 

[supertech]

Ya, it was a real pain in the butt issue - I have helped a few get access to stuff on the USB ports etc. and I had this 2.4 GHz SSID disappearing issue myself until I moved my Plex content to the server itself, then suddenly it stopped misbehaving. I am still unsure how or why they are related, and it only seems the be the USB-C port that causes this, not the USB-A port...but with the USB-C empty, it suddenly stopped misbehaving.

[Maggie may]

What do you mean by “stopped using the USB-c port?” I have been following this thread for over a year and have just called Bell support for the third time regarding smart devices not connecting to 2.4 ghz. I have split the channels. Some devices will connect and others won’t. Some will connect for a while and then will disconnect. Error message says “incorrect password”. When I called a few months ago the Bell agent said it was a known problem and there is no fix. Today the agent told me there is NOT a known issue but I pushed to get a new modem anyways.

Any updates on how to resolve? I have 10+ smart devices with a lot of money. This is beyond frustrating 

[Maggie may]

2 years after your post this problem still exists. Gotta love Bell 

[Maggie may]

That’s a good suggestion!  Too bad I threw out all my old modems. Has anyone had success with this solution?

[DONALDT]

The USB port-C on my HH4000 was working fine for me, until a recent firmware update, pushed out on Aug 27, 2025.  I viewed the internal status log information where it reported the update and reboot information.  Most devices lost connection and would not reconnect.  Some devices were reported as not having correct login credential.  After removing all devices, the problem still existed after several hard and soft reboots.  Wi-Fi was not available.  It was only after removing the USB drives and another reboot that Wi-Fi access was restored.  I also tried another power supply without success (there is another thread reporting a similar issue caused by a failing power supply).  I have only tried the USB-C port drive (using a Samsung T-7) and not the USB-A port.  I don't know what the firmware update did, but it created a problem.  I have the log information that clearly shows the issue and when it happened....for anyone technically inclined and interested.  I have been able to consistently replicate the issue.  In the meantime, I will leave the USB disconnected.