Intermittent dropped internet connection on Fibe network Gigahub

[Zeronadanil]

I switched from DSL to Fibe and my DSL service has been very stable. Since switching to Fibe I have these issues:

* my VPN is disconnected frequently

* real-time gaming connection is interrupted and after a few seconds is restored (no VPN)

* the TV service has glitched out on occasion

Since this issue did not exist on DSL it is likely something on the Fibe network. I did reboot my Gigahub, called customer tech support and they were not able to identify the issue. Everything else is working great just the network connectivity is the issue. I have done a traceroute to various IP's and noticed that the on the 142.124.127. network various IP's have >60% packet-loss. One problematic IP a lot of my traffic is routed to is 142.124.127.165 (67% packet loss).

I am a Network Admin working from home and having these types of issues disrupts my work. 

[Vanadiel]

Any errors on the modem display?

Any errors logged in the home hub modem logs?

Packet loss to routing points is not uncommon as they might not always respond to ICMP requests. 

[Zeronadanil]

I have one error on the modem log:

2024-04-26 13:40:05 - ERR IGMP IGMP group removing failed (239.0.xx.xxx)

Just a single error doesn't explain why my connection keeps getting dropped. Some warnings:

ppp0:Request for a new authenticated connection

[Zeronadanil]

I noticed that parsec is able to add port forwarding rules to my Giga Hub?! I did not authorise this and it seems to be able to do that without admin authentication.

[Zeronadanil]

Logs show just my LAN port to my windows 11 drops and then a few  seconds later is restored 12 seconds later is dropped again. Quite likely an issue with my onboard LAN ethernet/driver. I will switch network devices and see if that makes a difference.

[Vanadiel]

You can try another port on the hub also. Or another CAT cable. Could be a faulty port or cable.

[Zeronadanil · Accepted solution]

Everything was working fine on my DSL modem but just in case I swapped the CAT6 ethernet and didn't make a difference. Switched from the 1G port to 10G and the problem did not go away. I read a reddit post someone with the exact same motherboard using Windows 11 had the same issue (ASUS Rogue Strix 690-F - LAN is Intel l225-V). He said he updated the LAN driver and that fixed the issue. It hasn't happened in a couple of hours... lets see if that was the fix?

[Vanadiel]

Asus usually makes good products, and if there is an issue they tend to be on top of it for sure.

[Anonymous]

I’ve been dealing with some frustrating internet connectivity problems with Bell for a few months now, and I’m wondering if anyone else has had a similar experience or if anyone has advice on how to escalate the issue further.

Here’s the situation:

• Date of First Issue: Everything was fine for about two years, but starting around late 2024, our internet started experiencing intermittent drops, slow speeds, and constant connection failures.
• Contacting Bell Support: I’ve called Bell multiple times over the past few months, and I’ve received different explanations each time.
  
• The first agent claimed it was a configuration issue on their end. That was temporarily fixed, but the issues came back.
• Another agent suggested that my modem was faulty and arranged for a replacement, but it was sent to the wrong address initially, and when it was redirected, it worked for a short time before the issue returned.
• A technician visit was arranged and confirmed that the modem was set up to the wrong address, and after correcting that, everything should work—but it didn’t. The issues persisted.
• I’ve also had other agents split the Wi-Fi network into two separate domains (one for close devices and one for far ones), but that didn’t resolve the issue either.
•  
• Current Situation: At this point, I’m extremely frustrated, as the internet is still unstable, and we continue paying for a service that barely works. To make things more difficult, our building infrastructure is locked to Bell, so we can’t even switch to another provider.

I’ve had enough of the back-and-forth and have escalated the issue to their higher-level support. But I’m curious if anyone here has experienced something similar or has advice on how to get Bell to actually fix the problem. At this point, if Bell doesn’t resolve the issue, I’m considering taking it to the CCTS (Commission for Complaints for Telecom-television Services).

Has anyone else had success with getting Bell to fix major service issues, or have you had to go the formal route?

[BellNick]

Hi there @Anonymous  
Thank you for your post and welcome to the Community.
When the issue occurs, are you losing both Wi-Fi and Ethernet connection or just a specific one?
When the issue occurs, do all devices experience the issue at the same time or just a specific device?
Are you using any VPN or third party router?
Can you share which devices are experiencing the connection issues?
Does any error message or code appear on your modem?
Looking forward to hearing back.

[Daveyboy]

I'm experiencing the same frustrating issue. On my second gigahub and done all the resets instructed by bell support. Support last night wanted to charge us $75 for tech visit. We just want a reliable service and at this point we’re feed up and are lookibg to switch to rogers unless Bell takes this matter serious.

[Zeronadanil · Accepted solution]

My problem ended up being my ethernet rj45 cable. Do not use a CAT 7 cable I recommend CAT 6a or CAT 8 especially when using the 10G port. 

[Daveyboy]

Thanks @Zeronadanil 

I double checked and I'm already using a cat6 cable. I think its a firmware issue maybe switching to a aftermarket router is best?

[BellNick]

Hi there @Daveyboy 
Thank you for your post and welcome to the Community.
Are you able to elaborate on what issues you're experiencing with your connection?
Is your Wi-Fi, ethernet or both connection types experiencing issues?
Are there any error codes or messages that appear on your modem when you notice the issue?
Do you have any third party equipment connected such as a router? If so, does the issue occur without it connected?
Are you renting any Bell Wi-Fi pods and if so, how are they connected?
Do you have any SSID's that are similar to yours? If so, we'd recommend changing your SSID to something different.
Are all devices impacted or only specific ones (if specific, can you share which ones)?
Looking forward to hearing back.

[Daveyboy]

Are you able to elaborate on what issues you're experiencing with your connection?
-  Connection continuously disconnects and then re-establish itself overtime
Is your Wi-Fi, ethernet or both connection types experiencing issues?
- All connections including Fibe tv services lack or disconnect
Are there any error codes or messages that appear on your modem when you notice the issue?
- Never noticed any error codes
Do you have any third party equipment connected such as a router? If so, does the issue occur without it connected?
- I only have a third part switch and two access points. I'm on my third Gigahub which a tech installed a couple days ago. I've already experienced a wifi connection drop so I'm sure the issue will continue. 
Are you renting any Bell Wi-Fi pods and if so, how are they connected?
Do you have any SSID's that are similar to yours? If so, we'd recommend changing your SSID to something different.
- No I kept the default bell SSID
Are all devices impacted or only specific ones (if specific, can you share which ones)?
- All devices