Gigahub Name & Password changed after power outage

[OC48]

My old copper line modem name was Bell501 and had 8 character password.  We changed to Gigahub last week, new name is Bell092 and has 12 character password.  Bell tech took old modem away.  Our house power went out for an hour last night.   This morning my wifi devices all lost connection to Gigahub.   Turns out the Gigahub auto lmatically changed its name to the old modem Bell501 as well as old 8 character password.   This should never happen Bell.  You need to fix that.  Unacceptable.

[BellPatricia]

Hey there @OC48,

Welcome to the Bell Community.

We'd like to take a look at 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

- Patricia 

[Jordan87]

My GigaHub modem lost power, and when it came back the network name and password had reverted to its default.

I never want it to do that again. I specifically rotate the wifi password periodically in case it's compromised. I understand needing a factory reset option, but I would like that to be in my control, not due to simply losing power.

[BellPatricia · Accepted solution]

Good afternoon @Jordan87, and welcome to the Bell Community 🙂

Our technical team is aware of this, and they are working towards a resolution.

Please stay tuned, we will post updates once available.

- Patricia 

[NetscapeNavigator]

I recently got upgraded my bell internet package and received a new modem. Had no trouble setting it up initially.  But now (since Bell has confirmed the return of my old modem), many of my family's devices disconnected and it turns out my network name and password was changed to the one I previously had on my old modem.

Does Bell always make a habit of messing around with customers settings without telling them and especially without their permission?  Should I be worried that Bell employee's are spying on me, trying to access my data and computers and files?

I have to say my level of trust with bell is now completely non-existent and I will be looking for a new internet provider immediately!

[dks]

When you receive a new modem, it may have a new name. What will not change is your b1 account credential. Your wireless devices will have to be re-enabled; at least that was what I had to do when switching to fibre. You can run the Virtual Repair Tool to determine the health of your network, especially if devices are disconnected.  Bell does not and can not spy on users without legal grounds. 

[ZaneP]

Bell has is using the default SSID name with the new modem. You can give it a new SID password 

As @dks pointed out your b1 account password would not be changed by Bell.

[WelshTerrier]

@dks  & @ZaneP  are absolutely correct. Your internet account credentials did not change. All new or replacement modems are set up & sent with their default Network name (SSID) and Password. If you wish this can be changed if you so desire.

I have included the following web link that may be of assistance to you should you desire to make any changes to your Giga Hub modem.

Manage Your Giga Hub Modem Settings

https://support.bell.ca/internet/connection-help/how_to_use_modem_gui?

It is unfortunate that you feel the way you do about your recent modem change.

I do not work for Bell. I am just one member of the Bell Community Forum trying to help out another member.

Thank you for reaching out & sharing this.

Take care.

[NetscapeNavigator]

I didn't say anything about my account name.

I previously had a bell modem on Fibe 50 with wifi network name: NetworkXYZ (not the actual name) and password: Pass123.

Then upgraded to Fibe 1.5 and received a new modem, came with default network name: Bell992 etc.

I changed the new modem network name to: NetworkABC, password: Pass999.

Then a day after I receive the confirmation email from bell that they received my old equipment, our devices started dropping and on investigation the network name had been changed to the old network name from the old modem (NetworkXYZ instead of the new NetworkABC).

The only conclusion I can draw is that whatever tech was trying to reset the old equipment now in their possession messed something up on my new hardware and tried to change it to the last saved data they had on their end, which was the old network name.

PS - there were no power outages.

[NetscapeNavigator]

I did, and they changed it back to the old custom network name I had on the old modem.  That doesn't happen unless someone goes and changes it, and neither myself nor my wife did so.

[NetscapeNavigator]

As I replied to @dks, I never mentioned anything about my account credentials. 

Regarding the SSID, I DID change it, and it lasted for about a week until Bell sent a confirmation email that they received my old modem, and a few hours later the Network name on my new modem was changed to the old custom name I had set on the old equipment.

Obviously one of the techs at bell messed something up, or otherwise they just have really bad ideas of what customer service should be.  Maybe they thought they were doing me a favor?  Not really a favor though because if I wanted to continue using the old network name, I would have set it as such.

[Vanadiel]

Pretty sure this is a feature. Once they scan in the bar codes from the new equipment it replaces the old equipment, and they push an update to your modem to set it up identical to the old one.

I had my modem changed a few times in the past year or so, and never had to enter B1 username or passwords, or any other of my custom settings. As soon as the new modem was plugged it it updated to the latest firmware and filled in the custom data.

I am pretty sure this is by design, to make it super easy when you change modems.

[NetscapeNavigator]

Well I suppose that explains it @Vanadiel .  Though it would have been better if they explained that somewhere in the package they sent with the new modem so customers don't end up with "SuRpriSE!  wE're HeLPdiNg".  I can see if they do that for less tech-savvy customers who had a friend or family member help setup they're first network.  It still shouldn't come as a surprise though. And ideally there would be a way to turn off having Bell try to manage my network/SSID settings.

I mean, is a little bit of communication about what's going to happen really that difficult?

[dks]

As one of the Bell forum moderators pointed out in mid-December (click on the green "Go to Helpful Replies at the top of the thread), this is a known problem and is being looked into. I have not seen any announcement of a fix yet. 

[romanko]

On April 5 in the morning, multiple devices in my home started experiencing loss of Wi-Fi connection. I've tried all the tools available through the app, including rebooting the Home Hub 3000 and removing and reconnecting the Plume pods. Unfortunately it didn't help. What I found out is that the password, stored on the Hub was 3 characters shorter than before (60 vs. 63). After I updated the password back to 63 characters, devices in range of the Hub were able to connect, but the devices that are supposed to connect via the pods were only connecting if the password was shortened to 60 characters.

My suspicion is that a firmware update was pushed overnight to the hub that resulted in mismatching password requirements between the Hub and the pods. I know I can 'solve' this by lowering the password length to 60 characters, but it is very annoying to change all the Wi-Fi passwords in the house. Also, I can't believe this issue was not caught by the people who test firmware updates.