Pods being disconnected every morning

[Bergie]

Hello,

I am experiencing issues with my wifi disconnecting. I recently had an issue where my internet/wifi dropped during a google video meet at work. Before I could do anything, it came back on its own but I later rebooted the modem anyhow. 

I’ve noticed since then they even though my speed tests are totally fine in my office, it’s been choppy on google meet regularly. 

Now, it seems every morning that I’m waking up to my two pods being disconnected and the only way I’m able to get them back is by rebooting the modem and power cycling each pod. 

My setup is basic and nothing has changed while this has been going on;  home hub 3000 + pod on main floor + pod upstairs. 

any ideas?  

[BellPatricia]

Thank you for trying that @Mitch20, and for all of the troubleshooting you have done.
Can you share a screen shot showing the connection quality rating of your pods in the Bell Wi-Fi app? To verify the connection quality, just log into the Bell Wi-Fi app; In the Adapt section of the home screen select the pod you want to troubleshoot. The connection quality rating will appear under the pod name.

@BellPatricia 

[Mitch20]

 

 

They show as excellent connection almost always, then as mentioned they go offline randomly at least once a day, usually twice, and not consistent times. They only stay as offline for a couple minutes then come back on and eventually get back to excellent connection.

[BellPatricia]

Thank you for sharing @Mitch20,

We would like to take a deeper dive into this, and will reach out to you via private message soon. 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

@BellPatricia 

[Voidsinger]

Good morning,

Gigahub user with two 6E pods in the house.  Was working splendidly until about 6-8 weeks ago, where random disconnects for both pods started happening.  The issue description from @Mitch20 is bang on - pods look fine with excellent signal, then both disconnect and take 5 minutes to come back.  My partner’s home office is affected as her PC is upstairs, while I’m downstairs and near the Gigahub itself and am not affected.  This happens mornings and evenings.  Tried all steps suggested, including deleting and adding pods back to no avail.  I’ve now unplugged both pods since they are simply not reliable anymore.  Thinking a firmware update possibly could have borked something?  Would need some help!  

[BellPatricia]

Hey there @Voidsinger,

Thanks for reaching out to the Bell Community 🙂

Which modem do you have? Are you also able to try the Bell Wi-Fi app, it helps troubleshoot and detect issues with your Wi-Fi network.

What is the distance between your equipment (between each pod, and between the pods and your modem)?

Hope to hear from you,

@BellPatricia 

[Voidsinger]

@BellPatricia Hello!  Gigahub firmware 2.13.  6E pods, both currently disconnected.  The issues are a mirror to what was described in this thread.  I have attempted all troubleshooting at my level (deleting/re-adding pods, modem reboot, Bell's WiFi repair via app, etc.).  Behavior remains the same.  

For distance, I would estimate 10-15ft at most.  Modem is in the basement, pod #1 is on the main floors, pretty much above it.  Pod 2 is on the 2nd floor, a bit further from pod 1, maybe 20 ft at most.  That being said, both pods disconnect simultaneously several times a day.  

[Voidsinger]

@BellPatricia Just as an FYI, I decided to change locations of the pods to bring them even closer, but still a floor above (modem in basement, pod 1 in the floor just above/vertical, pod 2 just above pod 1/vertical on the 2nd floor).  I experienced the same exact issue - both pods show excellent connection and the wifi map looks logical (modem to pod 1 to pod 2, with devices connected to each based on location).  Watching streaming TV, then buffering starts and connection drops suddendly.  I check my WiFi app and both pods are disconnected.  If you wait 5 minutes, the pods come back.  I've disconnected both pods yet again and hoping for some help.  As stated, this was not a problem when I first got the pods, and had them for at least a year+ without a hitch.  It seems to be an issue that arose a few months ago, so wondering about firmware changes, etc.  

Thanks!

[BellPatricia]

Hey there @Voidsinger,

Thank you for your reply.

How much closer together did you move the equipment? The Bell Wi-Fi Pods work as a team, so they need to be close enough to communicate with one another. Try to space them more evenly, within only 10 to 14 meters from each other and from your modem. Also keep in mind that any time you unplug them it takes up to 24 hours for the pods to complete the optimization process.

Keep the Community posted,

@BellPatricia 

[Voidsinger]

@BellPatricia Good morning!  The distance remains within 10-20ft for each "link", so well within the 10-14 meters you mentionned.  As shared, I've had these pods for quite a while without any issue, and only in the past month have we started getting disconnects.  I would add that I have a few ethernet/wired devices and devices connected directly to the modem (mostly downstairs), and these do not experience any disconnect.  However, my partner's work PC, our TVs upstairs and other devices connect to the pods (confirmed on the network map in the app) and these experience regular complete disconnects, where both pods show disconnected in the map, then after 5 minutes go back to "Excellent" connectivity and all devices reconnect.  However, with a WFM lifestyle, you can imagine the impact of dropping out of a conference call midway, which has happened.  The pods are disconnected until I can find a fix.  

[JGardin]

Did you ever figure out a solution to this? Our pod has been doing the same thing for the last month. Our setup is very similar to yours. 

[BellPatricia]

Good day @JGardin 

Welcome to the Bell Community 🙂

What type of Wi-Fi pod do you have and which modem? Please describe your current set up as well. 

To start, we do recommend using the Wi-Fi Check-up tool and also trying the troubleshooting steps that we linked to in the Helpful replies

@BellPatricia 

[Voidsinger · Accepted solution]

Good morning @JGardin.  I worked with support and tried their options, including a full modem reset (not just a reboot), moving the pods to other locations, etc.  In the end, they shipped two new pods and I returned the other ones.  I haven't had an issue since, but will continue to keep an eye on it.  Good luck!

[MrLuxuryYacht]

I had the same problem.  Pods working well when connected but would drop offline several times a day for 5 minutes or so.  Problem manifested itself just a couple of weeks ago after years without problems. Did all the resets, etc., on my own before calling tech support. Tech support tried to suggest to me that this behaviour is just the way it is.  I said it is unacceptable behaviour and I would have move to Rogers if they don't correct it and mentioned this thread. They relented and sent me two new pods.  No problems for a week.

[User12]

I have been taking to various Bell Techs for 6 days trying to resolve a pod issue that occurred with my established PODs, that began to malfunction, new pods have been sent twice and I have logs 100s of minutes on the phone, and several hours trouble shooting on my own, 

At various times I have had some but not all of the PODs up and running, most recently they all shut off and a Tech rebooted them.

He then had me move their placements and told me to wait up to 48 hours for them to establish a solid connection . 2 hours later 2 pods are still totally off line and now my home phone is down.  Normally a pod had  connected in a few minutes, and the phone line was never down for more than a couple minutes if at all.

Can anyone tell me if needing  to wait up to 2 days for some pods to establish even a weak connection is normal or was the Tech just trying to get me out of the help queue for a while?

[BellPatricia]

Hey there @User12 

Welcome to the Bell community 🙂

Are you still experiencing issues with your pods disconnecting?

After a installing pod, or any time you unplug one, it may take up to 24 hours to complete the optimization process. Check out our support page for some installation tips on how to get the best performance How to install a Wi-Fi pod

We are here to help if you need anything else.

@BellPatricia