My modem keeps rebooting

[everettt]

Since this morning, the modem has been stuck in a reboot loop: welcome/bienvenue -> loading/chargement -> connecting to bell, then after a minute, back to welcome/bienvenue… forever. Chat support said it was a defective modem and gave me a ticket to replace it at a local branch, but the replacement does the same thing. Now tech support (voice this time) insists that the replacement is also defective, which seems unlikely. I noticed also a complete absence of BELL123-like ssids in the neighborhood, which seems consistent with a wider outage - but nothing is indicated on the outage site, and support refuses to send a technician. 
Is there any way to connect to a human who is not just following a script?

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum.

Have you been experiencing any other power issues recently within your home? Is your Bell modem plugged directly in to a power outlet or are you using a power bar?

Is your Giga Hub continuously trying to restart this morning? If so, unplug it from the power source. Wait a couple of minutes & plug the modem back in to the power outlet. It will try to reconnect to the Bell server. If successful, the flashing lights will subside & you will return to blue in color within 3-5 minutes.

Have you tried to do any troubleshooting?

Home Hub 4000/Giga Hub - support, help and troubleshooting from Bell Internet

If the problem continues, you will need to contact Bell Fibe TV tech support for further in-depth testing & analysis. Please call: 1 866 797-8686

Take care.

[BellNick]

Hi there @Raz009 
Thank you for your post and welcome tot he Community.
We wanted to check in to see if you're still experiencing issues with your modem rebooting?
Looking forward to hearing back.

[3GBit_client · Accepted solution]

I wanted to share a solution to the problem of Gigahub reboot loops.

Last Sunday, my 3GB fiber Internet service disconnected our of the blue.

I noticed my Gigahub would reboot, and, before connecting, it would start booting again with the Welcome message. The connection would show 3 of nine dots, then reboot.

I called Bell and after some troubleshooting, the phone tech determined my  Gigahub was the problem. She instructed me to return it to a Bell store for an exchange.

When I disconnected it, I noticed the green light on the power brick would not go out, even when unplugged. 

It was late and I could not get an appointment that night (you have to book an appointment for a return), so I thought I would try another power brick I had on hand.

Lo and behold, the Gigahub rebooted just fine with the replacement AC adapter and has been running since.

The Gigahub power adapter is rated 12V 5amp. The power brick I used is rated 12v 10amp (using a higher rated adapter is safe and works fine.)

So, if your Gigahub starts acting up, check your power supply. Amazon sells 12v adapter for around $20. I suggest using a 12v adapter rated higher than the original 12v/5 amp adapter (6-8 amp should do the trick, 10 amp is likely overkill.)

I suspect that at 5amp, the original Gigahub adapter is underpowered and the reason why mine failed.  Only Bell techs could tell you how many Gigahub are returned simply because of burned out, underpowered AC adapters.

I called Bell to tell them about the bad AC adapter. She said great and did not offer to refund me for my adapter, nor to send me a replacement.  She did, however, helpfully tell me if I ever have problems again, to run their self diagnostic tool (which would be totally useless for a reboot loop problem.)

[dks]

Thank you for your ideas. This is the first I have heard of a power supply going bad. The only thing to keep in mind is to make sure the power supply plug at the modem has the same plug polarity or you will damage the modem. 

[3GBit_client]

You are correct, the polarity needs to be the same.

That said, in my case, it would not have a difference even if I burned out the router because the Bell phone tech had already determined that my Gigahub was "defective" and their only solution was to replace it.

I subsequently read online that Gigahub power supply failures are common.

[Vanadiel]

General word of advice: not all power supplies are created equal.

Especially on Amazon, you have to check for CSA or equivalent approval when purchasing any electrical apparatus. They often sell items from China or other related countries without regulatory approval. Not supposed to happen, but it does.

You do not want to burn out your router, burn your house down with a non-CSA approved device as insurance companies might refuse payment. I would strongly suggest to check for proper markings on the device.

CSA markings 

[VMon]

my modem is turning on and of and restarting it self doesn't connect what can I do

[dks · Accepted solution]

Thank you for your question. You could first check that all the modem's electrical connections are tight; the plug into the wall, the connection at the modem's power box and the power cord plugged into the modem. If your modem is still not functioning properly, you can try the Virtual Repair Tool on the MyBell > Support web page to see if that resolves your connection issue. . You can also call 1-866-310-2355 for further technical assistance. 

[Caden]

I started to have these random router reboots from December of 2024. The current firmware version is 2.13. I'm wondering if it was a firware update in December.
It happened like once in 3-4 days in December, so I didn't even notice the problem.
Last week it started to happen every day. Now it's several times each day. For example, one day I had 25 reboots during short period of time.
It can work for hours without any problems and then it starts rebooting several times in a row non-stop.
I tried a different outlet. I tried to disable all wifi devices. I tried to use a wire. Tried to find a pattern, but couldn't. It can happen randomly when you don't do anything extra, just working on your PC.
Tried to call Bell support, they weren't very helpful. Standard advices from a script "try to turn off/turn on".
In the log, it looks like that:

": Last Reboot Type:: # Current boot was caused by Hard Reset (Unknown)=SW_RESET_STATUS: 20000000"

Any advice what can be done here? Any workaround of this?

[Caden]

I think I've found a solution. It's working for 4 days in a row without any issues. I even checked the log to make sure it wasn't rebooting when I'm not around.

Long story short

Long story short for somebody who's not willing to read a long post:

• In the browser input "192.168.2.1".
• Press "Modem login" and enter a password. The password is your serial number on the back of your router.
• Go to "Manage my Wi-Fi". (If you haven't logged into the router it will ask you a password at this step)
• Disable "Whole Home Wi-Fi". (probably is not relevant to the solution)
• In advanced settings, disable 2.4 GHz and 6.0 GHz.

Long story

I was trying to figure out the reason of this behavior. I was suspicious about the firmware update. In the log, I've found this information:

2024-11-25 02:30:41 INF SYS The Modem is installing a firmware update
2024-11-25 02:31:12 INF SYS The Modem successfully installed a firmware update

The first reset happened 2024-12-10. So, probably related, hard to say.
Because it's not my router and Bell making updates automatically, I can't just download a previous firmware (I think I can't). I started to think maybe there's some feature in a new firmware that I don't need but it's enabled by default and causing troubles.

First tries

In "Manage my Wi-Fi", the first thing I disabled was a feature "Whole Home Wi-Fi", the description says "Let Bell optimize Wi-Fi throught your home". It didn't help and probably not relevant at all.

Then I went to "Advanced settings". There are three networks: 2.4 GHz, 5.0 GHz, and 6.0 GHz. All of them enabled and they all share the same network name because "Keep a common network name (SSID) and password across all bands (recommened)" is enabled. I thought that I don't need 6.0 GHz, I'm not even sure that I have a device that supports it. So I disabled 6.0 GHz. Nothing has changed.

New attempts

Few days past. I did new attempts to figure out what's going on.
In the log, I saw that sometimes devices connect to 2.4 GHz, sometimes to 5.0 GHz. Nothing wrong with that, and maybe it's not an issue by itself. But I started to think, could be the problem somewhere with this 2.4 GHz vs 5.0 GHz?

I've noticed another thing that looked weird: I have two Wi-Fi networks with the same name.
The default name for a network usually something like "BELL099". I had a second one with the name "BELL099 2". And this second network was weird, it wasn't require a password to connect to it. At first I thought maybe my neighbors have the same name or something, but when I powered off the router I clearly saw that network disapears and reapears only when it's back online.

I thought maybe it's some kind of a guest network, but I remember it was disabled. I checked to make sure if it's disabled and it was, and a guest network name is "BELL099-V" and it would require a password.
So, I thought what if there's a problem with this "Keep a common network name (SSID) and password across all bands (recommened)". What if it tries to create a new network with the same name for each frequency but it's not working properly? Since my devices all support 5.0 Ghz, I just disabled 2.4 GHz. And the second network is gone and now it works without any problems.

I haven't experimented with this anymore since everything seems working fine, so maybe disabling "Keep a common network name" and giving unique name for each frequency could be also a solution if you have a device that only supports 2.4 GHz.

I hope it will be helpful for somedoby who is experience these reboots.

[CartoonHead]

This happened to me. I JUST had the service installed

Tried to connect and the modem did exactly as above. Brand new and never used.

Called tech said was faulty modem.

I am now waiting for a replacement.

In the meantime I keep getting texts and Email asking me to not forget to setup and install my new Internet connection.

[everettt]

I’ll bet it’s the power supply. It will be interesting to plug the new power supply from the replacement into the old modem to see if that fixes the problem.