GigaHub not working properly, 3G speed . In montreal , Quebec H3X

[adamh]

Hello,

In the last few days, my internet has been giving me problems. I've tried resetting multiple times.  Today, I had to reset the modem 2 times for it to work. When it doesn't work, i try doing a SPEEDTEST from the menu and the speed "says" 3g up and down as it should but when i connect to wifi or wired, i get nothing!!   I'm wondering if its an overheating problem.

What should i try next??

Thank you.

[Vanadiel]

Try the Virtual Repair Tool 

Are you using the same device to test WiFi and Wired speeds? There's always the possibility it is the device.

Any error codes on the home hub display when the internet fails?

[adamh]

When the internet doesn't work. I first try the onboard speedtest (in the modem menu). It always shows 3g up/down. I try connecting from phones, computers both wifi and wired. NOTHING until i do a modem reset. Wifi devices like phones say "not connected to the internet".

TY

[BellPatricia]

Hi there @adamh,
Thanks for reaching out to the Bell Community.

Can you clarify if you see an error message on your modem screen when this happens?
You mentioned 'I'm wondering if its an overheating problem'. Is the modem located in an enclosed area, close to other equipment or heat source? 

If this happens again, as @Vanadiel suggests, we recommend running the Virtual repair tool at the same time. It can help detect and fix issues with your service, and even helps book a technician if needed.

Let us know how everything is going.
- Patricia

[adamh · Accepted solution]

Thank you for your reply.... no error messages and i was still able to do a speed test via the menu which showed 3g up/down as it should,  just NO INTERNET. I can connect to my SSID (my wifi network) , but not actually connected to the internet. Same for wired, nothing.

As to the thought that it could be overheating, Its not in an enclosed  area.  But, for fun , i attached a 4"sq fan to the back of the unit. No problems since... but that could just be coincidental. Time will tell.

[Vanadiel]

Another thing you can try when it is down, and the internal modem speed test works, is do a ping to 1.1.1.1

You can also do a tracert to 1.1.1.1.

How to do ping and tracert under Windows 

[adamh]

Thank you for your reply.  NO, different  phones,  different computers. No error codes on the gigahub. 

And, still working since I added the fan to the back of the unit. 🤞🏻