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

[BellPatricia]

Good evening @Chubroy,

Welcome to the Bell Community.

We wanted to check in and see if you are still experiencing any trouble.

Please keep us posted, we are here to help if you need assistance.

- Patricia

[Chubroy]

Yes it's still doing the same thing, I shipped back the home hub 3000 and they should get it soon. I'll probably call tech support when I get a chance and see what they can do so I can use the wifi app again for parental controls. Thanks

[BellPatricia]

Hi @Chubroy,

We'd like to see what can be done to sort this out, 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

- Patricia

[rsusrrected]

I got my Giga Hub changed recently for a new one, ever since then my app has been showing as my hub and both bods are offline. 1 month without use of pods, Bell credited me 1 month for the pods but this hasn't solved anything. I dont necessarily need the app other than the pods, but my 3.5g internet runs speeds of 50mbps on wifi 16 feet away from the modem. The pods were useful since I can use ethernet backhaul, but every agent I speak to says to wait 24hrs yet its been a month and it hasn't changed. Super frustrating. 

[rsusrrected]

UPDATE: Agent John Frederick was able to reset the Bell Wifi app which led me to configure the hub and pods on the app as if it was a brand new setup. It took a month to figure out but he was capable of sorting it out. 

[DadMasterFlex]

This is exactly what it was. Thank you so much for figuring this out for us. I told the Bell rep what exactly what you said and she was able to make the change in 10 seconds and then she rebooted my router, then the serial number of my GigaHub was updated in my Bell Wifi app, then the hub and each wifi pod came back online one by one within about 2 minutes.

[Haj]

Hi,

Did you find a solution to this problem?

thank you in advance 

[Haj · Accepted solution]

Finally, I found the solution for that by myself. Simply reboot the modem from web browser: 

1. Open your web browser and visit bell.ca/mymodem or 192.168.2.1.
2. The password is your SN of your Giga hub
3. Go to advanced tools and setting
4. Open reset from tools setting
5. Open Restart your modem (don’t Reset)
6. Open Bell wifi App and everything is Ok

Good luck for everyone 

[jdabud-Davud]

I am having the same problem. The Android wi-fi app thinks I have the old modem and will not be convinced otherwise. I have tried reinstalling the app (several times) and have even tried installing the app on an Android emulator. No luck. I am not able to use my pod. (Although the modem itself is working fine with a lot of help from bell technical staff because my order stayed pending.) Bell staff, please help. @BellPatricia , @BellNick 

I have tried all the suggested solutions to no avail.

[jdabud-Davud]

Further to my post.

1. Thanks to the Bell staff my new modem is working. However ...

2. The Bell wi-fi app thinks I have the old modem. I can access the pod and rename it. But that's useless until when and if Bell does me the kindness of fiddling with the database to enable the new modem.

3. Therefore I cannot make use of my pod. (If Bell pods used the industry-wide WPS standard I could install the pod and forget about the broken wi-fi app. Perhaps the solution is to buy another extender.)

[BellNick]

Hi there @jdabud-Davud 
Thank you for your post. 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

[Arshan Singh]

So I’m posting this because I had my 4000 home hub changed today with a new 4000 home hub. The problem that I’m running into now is the pod and the home hub are both displaying offline on the bell wifi app so I’m unable to use the internet on the upper level of my house and I don’t how or when the home hub will update on my bell wifi app. So hopefully someone get to me as soon as possible and figure out the quickest solution.

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

Have you rebooted your modem? Have you setup your Wi-Fi network? Have you tried to run the Wi-Fi checkup tool on the MyBell app?

If you are experiencing problems with your Wi-Fi Pods, please check out the following web link that I have provided. below.

Troubleshooting my Whole Home Wi-Fi pods : My speed is slow when connected to my pod

Should you require any further assistance in setting up your Wi-Fi pods, please contact Bell Customer Service Internet tech support. Please call: 1 866 310-BELL (2355)

Let us know if we can be of further help to you.

Take care.

[BellPatricia]

Good day @Arshan Singh 

Welcome to the Bell Community.

Does your equipment still appear to be offline in the Bell Wi-Fi app? 

Keep us posted, if you still need help we will reach out via PM right away.

@BellPatricia 

[jdabud-Davud]

You need to have a bell employee do a minor change to the database. The problem is to be put in touch with someone who actually knows what to do.  And that can be maximally frustrating.