iPhone Offline On Wi-fi App

[Edie]

Recently, I was worried that my phone had gotten a virus or been hacked so I downloaded the wi-fi app to see if anyone was on my wi-fi I didn't recognize; I'm not sure if that's how virus/hacking work but anyway...maybe a day after I went to check all the devices connected and it said the iPhone I was using to check was offline since 6:00pm (and had checked around 10:00pm) but it very clearly wasn't offline since I was using it to check the app and the internet on it was working fine. I restarted my phone and checked again and it then said it was online again. Is this a known glitch or should I be concerned about my phone?

[BellPatricia · Accepted solution]

Hi there @Edie 

Thank you for your post and welcome to the Bell Community.

Are you able to share some details as to why you think your device has been hacked?

We do offer a free antivirus service through having our internet called McAfee that we would recommend using. We suggest checking out our support article How to activate and install McAfee Security from Bell for more information.

You can also review all connected / previously connected devices in your Modem GUI (type 192.168.2.1 in the address bar of a web browser, enter your password, select My Devices and click Show at the bottom beside "Disconnected devices" for a full list).

Let the Community know if you have any other questions,

- Patricia

[Edie]

@BellPatricia hello. The reason I'm worried about a virus/someone hacking me is because I accidently clicked on a suspicious link sometime last week. Although, it might be just be me being paranoid.

I have the wi-fi app that allows me to see all devices connected to my wi-fi already which is why I'm a little confused and concerned. As I motioned in my original post, it said at one point that my iPhone was offline since 6:00pm (and I had checked around 10:00pm) but it was still connected to the internet and working fine. So I guess I'm just wondering if it's normal for the online/offline updates to be a little inaccurate at times.

[BellPatricia]

Good afternoon @Edie and thank you for your reply 🙂

We certainly understand your concern, and it is always best to take precautions if you suspect any fraudulent activity. There are some really informative How to articles in the Community, and we invite you to check them out to lean more: 

• How to identify fraud
• Navigating safely on the internet
• Do you suspect fraud? What to do next

Is it possible that your phone was connected to the cellular network at that time? Have you noticed any more delays with your connected devices showing up in the Bell Wi-Fi app?

Keep the Community posted,

- Patricia

[Edie]

@BellPatricia hi, again. Sorry for the late reply but no, there is no possible way my phone could’ve been connected to my cellular data. I always make sure it’s off when I’m home and connected to wi-fi. Lately, I haven’t had much reason to leave the house which leaves even less chance for me to turn my cellular data on.

My main iPhone seems to be the only device that says it’s “offline” despite it not actually being offline. When I reset my said iPhone sometimes it will also not register it as being offline during the time it had been shut off. Basically, it will say it’s offline when it’s not and other times it will stay connected despite my phone being turn off which it should register it being offline during that time. It’s a very odd situation that I wish could be explain to ease my worry.

[SAPSEC]

Hello,

I have HomeHub 4000 and Bell WiFi App on my I-Phone. I know there is another I-Phone (13) connecting to Wi-Fi and use it constantly, however, it's always shown "Offline" in Bell Wi-Fi app (starting last 3 months only - it showed "Online" in the past) Why ? and how do I fix it ? Thanks

[WelshTerrier · Accepted solution]

Good Day & Welcome to the Bell Community Forum.

In order to provide assistance to you we require further specific details. This is a peer-to-peer site. As such, we do not have access to your account details.

If another unauthorized device is connecting to your Wi-Fi, all you need to do to stop this from occurring is to change your Wi-Fi password. You will of course need to change the password for all of your other devices as well.

You can delete devices that are not currently connected to your Wi-Fi network & are offline in the Bell Wi-Fi app.

1. Open the Bell Wi-Fi app. Select the > People symbol. Select > Devices. Scroll down to the offline section. Select > 3 - dots to the right of the offine device you wish to forget. Select > Forget device.

You can also log in to your Bell modem to remove any offline devices. To access your Bell modem:

1. Open your web browser and visit bell.ca/mymodem or 192.168.2.1.
2. Select > Modem login on the top right corner of the page. Enter your password. Select > Login button.
3.  If prompted, enter the administrator password for the Home Hub 4000.The default password is the serial number located on the sticker on the back of the modem.
4. Select > My Devices. Select > Forget or Show any Disconnected devices & choose to Forget.

Let us know if we can be of further assistance.

Take care.

[SAPSEC]

Hello @WelshTerrier 

Thank for the tips. I did it before. I kick and freeze the "Offline" devices. A few minutes later, the same device connects and uses Wifi, it shows "Offline" in Bell App. It means they can connect and use Wifi (illegally) but want to hide; therefore, they managed to show themsleves "Oflline" in Bell apps. How can I detect ? Thanks

[WelshTerrier]

Good Day.

That is something, they cannot do. They are either online, offline or do not exist at all. Did you check out any of my earlier suggestions? Please explain: "I kick and freeze the "Offline" devices." "How can I detect?"

Have you scanned your devices for any malware, Trojan horse, viruses, etc. Any other recent issues? 

Remove the app from your device & reboot your device. Did you change your Wi-Fi password as suggested?

Reboot your modem? Log back in to your modem & verify connected devices. Check the password change that you completed earlier? If everything is copacetic, reinstall the Wi-Fi app. The only Wi-Fi network devices that will show online will be those devices as shown connected on your Primary Wi-Fi in My devices on your modem.

If after completing everything that I have suggested & you still feel that someone is accessing your computer, you may need to do a modem factory reset. Before doing so, you should contact Bell Internet tech support by calling the following number: 1 866 310-BELL (2355)

Take care.

[jimba]

I have a similar issue.  My wife has an iPad 10 running iOS 18.1.

She is happily connected to wifi but the device does not show up in the wifi app device list, nor in the HomeHub4000 wifi device list.

I checked her wifi settings and they are identical to those for my iPad Pro (except for the Mac and ip addresses obviously)

‘At first glance hers is the only currently attached device not shown

What’s going on?

[BellPatricia]

Hey there @jimba,

Thank you for reaching out to the Bell Community. 

Can you try rebooting both the iPad and your modem? Keep the modem unplugged for about 1-2 minutes, and then power everything back up and test to see if you are able to see the iPad in your list of devices.

Also, please be sure that the Wi-Fi app is up to date.

Keep the Community posted,

@BellPatricia