Modem crash when deactivating "Whole Home" Wifi

[Guiboune]

Hello, I'm having issues with wifi on a specific device of mine and internet tells me I should disable Whole Home wifi to have 2 different wifi bands for 2.4Ghz and 5Ghz. However, when I try deactivating Whole Home wifi through my modem through my computer, it takes forever to save the changes and eventually reboots the modem, without changing the actual setting.

Help

[WelshTerrier]

If unsure of what you are doing & the affects of the changes, you might want to leave as is.

You may need to reset your modem back to defaults & re-enter specific user account details. If you continue to experience problems, you should call Bell Technical Services & suppor to help you recover. 310-BELL

[BellPatricia]

Hey there @Guiboune,

Welcome to the Bell Community, and thanks for posting. 

We wanted to check in to see if this is still happening.

If so, we invite you to share a bit more information so the Community can better assist. 

• Which modem are you using?
• Is there an error message on the modem when this happens?
• Are you accessing the modem GUI (192.168.2.1) to disable Whole Home Wi-Fi?

We look forward to hearing back from you.

- Patricia

[Guiboune]

Yes, still happening.

Modem : Giga Hub

Firmware : 1.16.5

UI : 7.3.28

No error message, just a super long loading where I can't do anything and then the modem reboots.

Yes, using GUI to disable it.

[BellPatricia]

We appreciate the quick reply, and additional information @Guiboune.

We want to ensure this is being properly reviewed, and have reached out to you via private message to get more information. 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

[Moolala]

Hi, same here live as we speak…did you find a resolution ??  This was supposed to be the easy part 😂

[BellPatricia · Accepted solution]

Good afternoon @Moolala,

Welcome to the Bell Community, and thank you for reaching out.

We are aware of this, and our technical team is working on a resolution.

In the meantime we recommend that you reboot your modem, and then test to see if the same thing happens when you turn Whole Home Wi-Fi OFF.

- Patricia 

[ZaneP · Accepted solution]

Hi @Moolala and others posting on this.

In another forum, users report a similar problem:

"Basically I want to change the WiFi setting so that it does not use the 5GHz band.
My approach is to first turn off the “Whole Home WiFi” to get to the Advanced WiFi menu. When I then click on Save the modem appears to stall or loop on the Save button for several minutes until it re-boots."

The reported solution is to do a factory reset on the modem first, then go through the steps to turn off Whole Home WiFi. 

This procedure will obviously undo any customization you've done on the modem. Make notes.

[Moolala]

Thanks for your input.

my early response would be…cmon Bell, do better, please !!  This is extremely basic stuff on what is your flagship router for undoing of a forced configuration most probably did not want in the first place. How tough could that really have been to TEST in the first place ?!   Even an ability to see the underlying wifi network settings would have assisted many troubleshooting efforts, but we have to turn this off in order to do so…and here we are.

[ZaneP]

The vast majority of these gateway modems are in use by "set it and forget it" Bell retail customers. Customized configuration/settings for their LAN isn't needed. For those of us who need to configure the router, that functionality is  not within easy reach. Your frustration is understandable.

Please keep us posted on how it's going.

[gmonastero]

Hey Patricia, it's been a whole month. Any news on this? I'd sure like to be able to use my doorbell.