New WiFi 6E Pod removing itself from the modem and app

[Bryck]

Two new band new WiFi 6E Pods got this error since I plugged them both in.    I talked with bell they asked for the serial numbers and like magic they appeared.      

Then they disappeared without touching them..   Called bell again and they did the same thing... Pods showed back up and disconnected again.   Same error message 

Pods are not offline they are missing.   The 4th time contacting bell he promised me he would keep an eye on things.  

What am I doing wrong here.  Pods were ordered from bell and activated by bell.    Very frustrating as one of them had excellent signal and was actually having devices connected to it.    

The old 5G pods though I swear are failing never had any issues staying attached to the hub like this before.   

My ps5 connects directly to the modem at a snail speed with a single bar but the alexa smart speaker or the two smart lights above in the bedroom fail to see any internet aka the need for a pod. 

I've tried everything has anyone experienced this on a frequent basis?    

 

[Aptic]

There is clearly an issue going on with the firmware of the Pods.  The only answer I have gotten is we will send you a replacement, but the replacements keep losing connection with the hub as well; so replacing the pod is not the answer.

[Vanadiel]

What is your home hub version?

[Bryck]

The white giga one.   Hardware ID says HH4000-E

[BellPatricia]

Hi there @Bryck 

Thank you for reaching out to us in the Bell community 🙂

Are you still having any trouble with your Wi-Fi pods appearing in the Bell Wi-Fi app? 

@BellPatricia 

[Bryck]

Well so far they have stayed on home hub for longer than 24 hours which is an improvement but the signal is absolutely unpredictable at best..    I thought it was interference but I hotspot my cellphone and used its WiFi and had better signal from that with it being at the modem and connected in my bedroom.      It's not even a house.    It's a flat level apartment 

Based on what I'm reading bell equipment is horrible and unless close to the modem.. Very close you will suffer.    

Don't plan on being a bell customer for much longer.  Horrible tech support and overall experience 

[BellPatricia]

Hi there @Bryck 

Thank you for keeping us up to date 🙂 

Can you clarify what you mean by 'the signal is absolutely unpredictable' (e.g. are you experiencing slow speeds, do you notice the signal strength change while monitoring with the Wi-Fi Checkup Tool)? 

You can find more information on the Bell Wi-Fi app and the Wi-Fi Checkup Tool in these How to articles:

•  How to use Wi-Fi pod connectivity in the Bell Wi-Fi App
•  Ensure optimal home Wi-Fi connection with the Wi-Fi Checkup Tool

You mention that you previously thought this could be related to interference. Is your modem/pod installed in an open space or located in a closet or cabinet? Are there any appliances or electronics that may cause interference close to the modem/pods?

If you do continue to have any trouble we recommend reviewing the installation tips in our support article: 

• What are Wi-Fi pods and how do I use them?

Let the community know how everything is going.

@BellPatricia 

[Bryck]

That has been done over and over again.   When by bell technical support over the phone.   Obviously I've done virtual and WiFi check ops.    Rebooted the modem blah blah blah.

What does unpredictable mean to you... 

I can tether devices using WiFi off my cellphone further and at higher speeds than the modem and pods can while placed at the same location we my modem.    

It's not my place.   It's not interference surely a internet modem can pump out more signal than a cellphone hotspot..    Like I'm getting 8mbps if I'm lucky on my speed tests the further I am away from the modem and a WiFi6e pod  not even 30 feet from a modem.

Not to mention every other pod getting poor signal my ps5 is getting 8mbps unless placed in the exact same room as the modem.     It barely can keep itself online it drops so often. 

Even the smart lights won't turn on.. There is that low of speed to turn them on.     Running 4 PODs in every room of the apartment even in the washroom.

Bell blames the pods then the modem.   Then the connection which was all fine they won't admit the hardware is absolute garbage and can't understand how my cellular hotspot has more range using the devices WiFi 

I call I get a robotic response like from a script..   I can't even use my devices 30 feet from the modem with 4 pods across the apartment in every room and plug I can use..  

You have no idea the level of frustration I have with bell...  No idea.     

[BellPatricia]

Hi @Bryck,

Thanks for your reply. 

Let's take a closer look at this together. I will reach out via private message soon 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

[dks]

Thanks for your concern. Yes, I do understand your frustration. However, there is a detail which would be helpful. 

What are the walls of your apartment made of? Are they concrete? Is the framing of the rooms steel studding? 

[Bryck]

It's not the walls.     I've tested that as even mobile hotspoting right next to the modem has more reach and speed than a modem with 4 pods I just don't have enough mobile data to substan the entire apartment.. 

If there was interference from the walls that would show more using a cell phone to broadcast WiFi over a modem and 4 pods.

All I'm hearing is excuses and cut and paste responses.    I've had techs here that I've shown its not the hardware or interface and they left saying that's just bell.  

I can't even get the pods to stay online anymore. I woke up this morning told alexa to turn the lights on and it had no internet.     I look at the app and all 4 pods were offline fjf and reconnected on their own didn't get internet until I was at max 20 feet from the modem in the same room..  

They reconnected and I ran a speed test which yielded a massive 8mbps.   On a 1.5 Gb connection.     Ran WiFi check up did absolutely nothing.   Virtual repair said I was getting 1.6gb actually more then I was paying

I can't move the modem even the techs said that.    There is no issue with the modem.    Pods are brand new WiFi 6E..    It's not even that big of an apartment 

Right now in the bedroom I have my bell stick tethered to my cellphone as the speed is so bad to watch the hockey game.      And the pod in this room is like 3 feet from the bell stick

The equipment is garbage,  the more I keep reading on both bell and independent forums im understanding this to be common.    

It's bad and it's only getting worse. 

[dks]

Thanks for the clarification. You do not indicate what hub device you have. Is it the HH4000? Giga Hub? Giga Hub 2.0? The Giga Hub and Giga Hub 2.0 have much better range with the pods that earlier devices. 

No one here is a bot. Community All-Stars, who are unpaid volunteers, and Bell staff are all real human beings, at least so far. It is a lot easier to use standard responses out of courtesy, effective communication and to provide common information which a new forum poster may not realize or know. 

With respect to your situation, it appears that for some reason, your pods, when optimizing during the nighttime hours, are not reconnecting. The key and somewhat obvious question is why is that not happening. 

How big is your apartment in square feet? My own home is 1000 sq. ft and on two levels. I only need two 6E pods for excellent wireless service across the house and into the yard outside. That leads me to suggest that perhaps you have too many pods, as counterintuitive as that sounds. Too many pods, coupled with wireless radio congestion in a congregate setting (no idea how may other units are in your building) and there is a potential explanation for what is happening.

Wireless radio interference is a real thing, as outlined in this Plume support article. Channel congestion and device confusion in a congregate living setting such as an apartment can be real. In my basement office I count six other wireless access points from my neighbours, who are 30m (~100 feet) away at a minimum. Some are Bell and some are not. A really good support article on the Plume pods and how and where and why they connect can be found here. 

It also takes at 24 hours for the pod optimization to settle. A simple test would be for you to unplug two pods and reposition the remaining two about 30 linear feet (10 m), as measured through your walls, from your modem. Allow 24 hours for the system to optimize. You can force optimization through the Wi-Fi app if you wish. If the pods still won't reconnect, then I would suspect a defective hub device or defective pods. 

Another possible issue, though not as likely, is how many devices you are trying to connect. The pods do have limits, as outlined in this support article. 

Looking forward to further conversation. 

[dks]

I forgot to mention that running a PS5 on a wireless connection will not give you the best speed or gaming experience, as you likely know. A wired connection with a Cat6 network cable will maximize your device speed to the capacity of the device's network card capability and the server's speed. Some sources suggest that Sony caps download speed at 600 Mbps on their servers while a 1 Gb wired connection will max out at 945 Mbps.  

[Aptic]

I am having the same issue. They have already changed the modem and pods so unlikely that’s the issue. How do you force optimization in the app?

[Vanadiel]

I would try without pods and just use the modem. Run a speed test from a mobile device right close to the modem without any pods powered up and see what the results are.