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?  

[Vanadiel]

The pods have always optimized themselves in the past.

I do believe that there currently is an issue with the process, which seems to be related to the latest firmware version of the pods. This is going by reports of others in this thread.

This might take a while to get resolved, unfortunately. There's nothing much you can do if it's firmware related...

[RoadhogTime13]

It sounds like this is precisely the problem. I figured that it was something out of our individual hands. It bad that we have to wait for this to get fixed. It's currently happening again as i type this

[Aptic]

Thank you for acknowledging the issue.  I realize that issues happen, but what gets to me is the lack of response from Bell.  Yes the pods have always optimized, but I never used to lose my connection.  If a pod went offline for some reason, my device would seamlessly connect to the hub.  But now the pod goes offline while "optimizing" and my devices stay glued to the offline pod and I lose my connection.  I have to unplug the pod so my device connects to the hub.  As I have said many times, I am renting the equipment and paying for a service, it's up to Bell to fix things, not to always expect their customers to spend their time trying to fix the problem.  Time to step up Bell and at least keep your customers informed.  Podgate 2.0

[Aptic]

No, its not working as many others are reporting problems.

[dks]

Thank you for the clarity. To be clear, Bell contracts with Plume to provide the pods.Bbell puts their own brand on the pods and the Wi-Fi software. Bell does not deal with the hardware and software other than act as a conduit from Plume. 

Bell does not have "servers", except as provided by Plume, at least according to Plume's own support web site. All Bell can do is pass concerns to Plume and have Plume resolve issues. Plume has also moved from consumer service to ISP service only. I also see from their web site that Plume have undergone a significant reorganization is the C-Suite. 

Pod users can monitor when optimization is happening by using the Wi-Fi app. It appears on the main screen titled Adapt in the View Network button. 

[Aptic]

Bell charges a fee to their customers for the Pods, therefore it's Bell's responsibility to fix this, not mine.

[dks]

There are many other options besides pods if they are not working for you. 

[BellPatricia]

Good morning @RoadhogTime13  & @Aptic 

Thank you for reaching out and for all of the troubleshooting you have done so far.

We're here to help and would like to review this a bit closer. 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 

[Aptic]

Pod disconnected again this morning.  Yet my devices stay glued to the offline pod and won't reconnect to the hub as they think its still online.  For me, the last three times it has happened has been on a Sunday morning.

[Aptic]

Disconnected again this morning.

[Troubled henhouse]

I have been having the exact same problem BUT my “optimization” timing occurs between 1 and 4 pm…not at all ideal when working from home. I would be ok with 1-3am but the current timing as absolutely unacceptable. Have you had any satisfaction from Bell whatsoever?

[Troubled henhouse]

EXACTLY THIS!! 

[Troubled henhouse]

Has anyone been helped here? I am ata complete loss and have disconnected the pods at this point (my signal reaches the whole house but gets weak in spots). This is a horrible situation and when on with “techs” they seem unaware of this KNOWN and described issue. What do we do here?

[Aptic]

@BellPatricia  is looking into the issue and sent it to the support team.  I haven’t heard anything back. The last time there was an issue with the pods it took nearly a year to fix. 

[Aptic]

Pods offline again... zero help from Bell