HH3000 constantly resetting (Internet/TV out) while trying to add or keeping new HP Laptop (Wifi 6) connected to wifi

[MrWheel]

I've tried to connect a new HP Laptop to our home network and once its configured with our wifi credentials, it connects successfully but as soon as it attempts to download windows 11 updates from Microsoft it drops our home internet and also knocks our Fibe TV STBs out of service.  HH3K recovers momentarily (sometimes a bit longer) and then intermittently drops again consistently.  Our Internet and FibeTV service becomes unstable.

Disconnecting the new laptop from our home wifi network brings everything back to normal and stable.

Any ideas on fixes to get this new Costco Laptop up on our home network!  I've rebooted the modem multiple times to no avail. HP laptop has the latest network drivers.

thanks for any help I can get.!

[Vanadiel]

WiFi 6 Ghz is not supported by the HH3000. I would try forcing a connection at 5 Ghz band.

You can use this generic guide to see if that option is supported on your laptop or not.

[MrWheel]

Thanks for the suggestion.  I confirmed the preference is first 5G and the Network Setting is showing 5GHz connected. No change in unstable modem behavior.  The Bell Help Desk has suggested that possibly the HH3K is defective and is directing me to exchange the unit at a Bell Store. 

[Vanadiel]

It could be, but another thing could be the band steering function not working well. It's the function that determines which band (2.4 or 5 Ghz), the device will use.

It sometimes happens that the device keeps switching back and forth between the bands and then you get this odd behavior you experienced.

[HLo36]

It could be an IP address conflict. I have seen that before few Home Hubs back few year, the Home Hub was at least couple yrs old by then. Check what IP your laptop gets after it connects to wifi. Go into the Home Hub and see whether there is another device using same IP.  After I changed to a new Home Hub back then, the issue went away. 

[MrWheel · Accepted solution]

I didn't see an IP address conflict.  Interestingly, I took the  HP Laptop over to my neighbor's home and their HH3000 also began to modem resync.  I decided to change the HP laptop's preference to 2.4Ghz and it stabilized on my neighbor's HH3K!., not ideal for speed but at least its acceptable.    Yesterday, I also replaced my HH3K with the unit Bell Support sent to me.  Since then with the HP at 2.4Ghz, modem is stable.  Im going to live with this for a while as the wife is not happy with all the issues and tired of not being able to watch FibeTV while I test the HP Laptop connectivity.   

[HLo36]

@MrWheel  Out of curiosity. If your HP laptop has an ethernet port (some don't), have you ever tried to use ethernet to connect? Turn off wifi if you have to. Is so, do you still have this funky connection issue? I wonder whether the wifi card of that HP is to blame.

[MrWheel]

The HP Laptop is now with my parents and they are using it with the Bell GigaHub with no wifi or stability issues at their condo.  Its configured to Wifi 6 and they are quite happy.  I dont plan to change what is working well.  I have my doubts about Bell HH3K support for newer HP Laptops that have the latest Wifi 6 (5Ghz) capabilities.  I am aware that the FibeTV service has a dedicated separate 5GHz channel that is used and I have to think there are possibly incompatibility/radio interference issues.   No offence to Bell Internet Support Team but the suggestion that the HP Laptop is not working correctly and is at fault is appalling.

[John12]

Hi lm having the same issue l have brought a HP laptop . And as soon as l set it up my bell fibre modem would shut down . I tried downloading Google Chrome and as soon as l would hit download modem shuts down . Had bell replace 2 units ...same thing . I installed a VPN and now l can download everything works good . Don't ask me why but it does. 

[BellNick]

Hi there @John12 
Thank you for your post and welcome to the Community.
Just to clarify, when you connect your HP laptop to your Bell internet, your modem shuts down? Is this via a WiFi or ethernet connection?
Is there any indicated error message on the modem you can share?
Do any of your other home devices lose internet connection when this occurs?
Looking forward to hearing back.

[AceDublB]

Same thing happened to me after purchasing a new ASUS Vivobook 15, crashed the Bell Fibe router, not everytime but frequently enough to cause me to return the laptop to Best Buy within 30 day window.

Too frustrating and losing wifi, tv and phone each time for 5-8 minutes while it reboots was too much hassle.

Bell recommended upgrading to their Giga Hub which handles 6E networks but an extra $7 per month and resetting all our passwords wasn’t worth it.

[aVANt · Accepted solution]

Same issue with new PC, HH3K reboots when Windows 11 Update happens. The Wifi 6 seems to be the culprit so I went to the Adapter settings and disable 802.11ax protocol, just using 802.11ac so that way I still get to use the 5GHz band.

[Yanos3000]

I live the exact same situation. Bought an Asus Vivobook 15 from Costco... at first I didn't accept the idea the new laptop could bring th modem HH300 to reset (with tv and phone). That's the 3th HH3000 doing the same. They're supposed to send me a Giga modem in 3 days... it should handle it better. Also, my dnld speed was about 0.78 Mb/s on the 5G and was crashing before the end of the speed test on 2,4G.

[Yanos3000]

Nothing worked but the a/b/c. And speed tests are really bad... and worst.

[BellPatricia]

Good day @Yanos3000 

Welcome to the Bell community 🙂

Is everything working properly with the new modem?

Please keep us posted!

@BellPatricia