Giga Hub not working with Wi-Fi app

[Kmccolgan]

I recently had my tv and internet service updated. In the process they updated my home hub 4000 to a “Giga hub” (which look the  same). When I go to use “bell Wi-Fi “ app to manage my devices my Giga hub” is “offline” even though the internet is working..

also the hub isn’t connecting correctly to my pods.  thank you

[BellNick]

Hi there @Kmccolgan,
Thank you for your post and welcome to the Community
Have you tried using our Virtual Repair Tool? It is good for testing and remotely resolving issues.
Have you tried resetting your equipment?
Have you tried reinstalling the Wi-Fi app?
Looking forward to hearing back.

[SeanC]

I have had the same thing going on for four months. When I switched to 3.5GB and was moved onto a Gigahub from the HH4000.  I tried various times to resolve it. My HH4000 stayed in settings, i did NOT have any pods. and the Wifi App cannot connect to the Gigahub.

I've called support and was bumped around. Ended up speaking to the testing center and they could not resolve it. The modem works, I am on 1.16 Firmware but the WiFi app cannot see my Gigahub.

If anyone resolves this, PLEASE leave some information about what they did to resolve it. A reference ticket number or something.

Cheers

[BellNick]

Hi there @SeanC
Thanks for your post. 
Just to confirm, have you tried all of the troubleshooting steps listed throughout this thread?
Looking forward to hearing back.

[SeanC]

Hello Nick, yes, I have. Sadly no improvement. I still see this when home. 

 

[BellNick · Accepted solution]

Hi there @SeanC 
We'd like to take a closer look into this and have sent you a private message.
Please check your Messages within your profile avatar in the top right corner.
Unsure how to check or send a private message? See How to send a private message

[Superfly]

I am having the same issue as everyone here. Tech support has been unable to help. My new giga hub will not show up in my bell wifi app. It just says internet not connected. 

[Kmccolgan]

The thing that I had to do is unpair all you existing pods… even though they seem connected on the app.. once I reinstalled my pod everything came back to normal 

[Deerock84]

I just dealt with this after switching from a HomeHub3000 to a GigaHub.

You have to call in to tech support, there is no other option. Your Hub is associated with your previous router and the changeover failed to happen. I was also told I had to exchange my Pods for the new version. I'm not sure if that's true but I wanted the 6E coverage anyways so that worked out fine.

After multiple people told me to wait, the final person fixed it live during my call.

Good luck!

[ZaneP · Accepted solution]

I think your B1xxxxxx user account profile is tied to the replacement modem and no longer associated with the original modem. It's possible that Bell needs to update your profile with the serial number of the first one you got (and are still using)

Call Support to get this corrected: 1-844-310-7873.

[Alms7]

@Deerock84  What did you state to them on the call?  How best to describe to the agent what the issue is so hopefully an expert can fix it? 

[Deerock84]

Tell them that your pods are still connected to your old router and you need them to update their system so the pods are connected to your new gigahub.

They'll do it on the call and you'll be able to see the pods be removed and then re-added in your Wifi app. When you get logged out of the app, that's a good sign. Don't log back in until they tell you it's clear to do so.

[Chubroy]

I'm in a similar situation, upgraded from 3000 to giga hub , I can see the giga hub in the "others" section of the access points but it shows that's it's offline. Says "Network outage" (even thought my wifi and ethernet cable connection are working) therefore I cannot control my wifi settings. I reinstalled the app a couple time already, not sure what to do next, should I wait ? Thank you 

[RJB]

You should either wait or call tech support. I had to wait until my old 3000 hub was received by Bell and de-registered by Bell. App has been working 100% since then.

[Vanadiel]

The easiest way to manage connections if the app does not work, is to use the modem's interface and configure from there.

See here for instructions: Configure WiFi without the app 

Note: sometimes the default password for modem access is admin rather than the serial number...