Home Hub 4000 and Gigabit Fibe 1.5 - download not as it should be

[just_up_north]

I recently upgraded to Fibe 1.5 and received the HH4000 Giga.  Ever since, the modem speed test taps out at 622 Mbits down (Upload however always hits around 950Mbits).

I tried it since my upgrade 1 week ago and it's constantly giving me these same numbers.

Is this a known issue?

[Taurus7774]

Hi,

Are you testing the speed over WiFi or using a wired connection?

[just_up_north]

Hi,

Neither.  These speeds are obtained by using the speed test directly built into the HH4000.  But for what it's worth, a wired connection gives me the same results on speedtest.net.  So it's pretty accurate (unfortunately).

[BellPatricia · Accepted solution]

Hi there @just_up_north,

Thank you for your post and welcome to the Bell Community 🙂

Is this happening at a certain time of the day, or all of the time? Can you share a screen shot with the results of your Speed test(one wireless, and one wired directly to the modem) so we can check them out?

Which devices are affected (make/model) and are those devices running on a wired or a wireless connection?

Are you using any third party equipment such as a router? If you are, can you unplug the equipment and test while connected only to the Bell modem?

We also recommend a modem reboot and using Virtual repair It is great for remotely detecting and resolving issue.

Please keep the Community updated on how everything goes.

- Patricia

[ZaneP]

Hio @just_up_north 

The test from the modem dashboard will show if you're getting the u/l and d/l rates from a Bell server to the Giga Hub per your subscribed service. Bell typically over-provisions, so you could see a slightly higher rate than 1.5Gbps.

If you're getting less than the subscribed rate to the modem, there may be a problem with your customer "profile": it may not have been updated when you upgraded and your service is incorrectly provisioned. A call to Bell support will fix this. 1-844-310-7873.

[just_up_north]

Hi Patricia, my results are obtained directly from the Bell Giga Hub built in speed test.  As you can see, I have been testing for about 2 weeks now and results are always similar.  I'm not sure why the download seems to be capped at 600Mbps. 

[just_up_north]

I have a feeling you are right.  I'll try giving a call this week.  Thanks.

[ZaneP]

Let us know how it's going.

[BellNick]

Hi there @just_up_north 
Could you please share the results from the Virtual Repair Tool?

[Taurus7774 · Accepted solution]

When I first upgraded my services, I was getting close to 1Gbps instead of 1.5. I did a speed test from the my bell app on the phone and it detected the issue with the speed. I was directed to the "virtual repair tool" and it fixed whatever was wrong with the speed. Hope that helps

[just_up_north]

Hi all, (@BellPatricia @BellNick )

I'm not sure if my post was shared with anyone over on the technical side, but ever since you both responded here I seem to be getting the proper speeds using the HH speed test.  (1.6 down, 900+ up).

That said, @BellNick I did not attempt the Repair Tool since my tests are now giving the proper performance.

Not sure if all this is a coincidence, but if so it's rather odd.  But long story short, all good now!

Thanks everyone.

[BellNick]

Hi there @just_up_north 
We're glad to hear your speeds have went up to what they should be at. Nothing was done on our end, but if you are ever experiencing issues we always recommend starting with our Virtual Repair Tool.
Community is here should anything arise.