USB Wi-Fi adapter - receiver showing offline

[Bonnie01]

I purchased a USB wi-fi adapter to connect to my 9400 receiver. I have good signal (all 3 green dots lite up). When I go into my Fibe TV app all is good and my receiver shows online and I can do everything I want to do. However it never lasts more than a day at most and the receiver shows up as offline in my app again. I’m not having any problems with anything else connected to my wifi and in fact recently upgraded my modem so I know it’s not that. The only way to fix the issue is when I get back home I have to unplug the USB wi-fi adapter and go through the connection process all over again - I’ve done this at least 6 times. Any solutions out there? I even purchased a second wi-fi adapter thinking I might have got a faulty one - exact same thing is happening with the second one

[BellPatricia]

Hi @Bonnie01,
Welcome to the Bell Community, and thank you for reaching out.
What type of Internet package and modem do you have?
Did you purchase the Satellite TV Wi-Fi adapter from Bell, or is it a third party adapter?
A great test you can try out is simply connecting your 9400 receiver directly to the modem via Ethernet to see if it still appears offline in the Bell Fibe TV app after a certain amount of time.
Please let us know how everything is going,
- Patricia 

[Bonnie01]

My modem is a Hitron model CODA-4582, my internet package is Access Hyperspeed 75. I purchased my Wi-Fi adapter directly from Bell. It seems if the adapter does lose its connection for some reason, which seems to be quite frequently, the only way I can reconnect it is to go through the whole connection process again which obviously I can't do if I'm not at home. Is that normal? It seems to me it should be able to reconnect itself like my cameras and other devices do but that isn't the case

[BellPatricia]

Hi @Bonnie01,

Thanks for getting back to us.

You should not have to go through the whole set up process each time. Can you share a photo of the Wi-Fi adapter that you have?

Do you ever notice any errors on your modem that may point towards a connection issue? Were you able to test an Ethernet connection as well?

- Patricia

[Bonnie01]

Thank you for your response. I unplugged my modem and discovered that the Wi-fi adapter is capable of reconnecting on its own once the modem is back up and will do that. However it is also losing its connection for no apparent reason and that’s when I have to unplug it from my receiver, plug it back in and go through the connection process again. The longest it’s stayed connected is 3 days. 

I have wi-if adapters on both my 9400 receivers. Last night both my receivers were online. This morning one receiver lost its connection, the other did not. My modem did not go down. I would know if it did because my security cameras always notify me when that happens. 

I wasn’t able to test the Ethernet connection. 

[BellPatricia]

Thanks for letting us know @Bonnie01,

Is it just the one Wi-Fi adapter that keeps loosing connection? How far away from the modem is that equipment, and can you check the Wi-Fi signal strength?

If this is only affecting one receiver, would it be possible to swap the location of the Wi-Fi adapters to see if it continues? 

Let us know if you ever do have an opportunity to test an Ethernet connection as well.

- Patricia

[Bonnie01]

I have narrowed it down to being a problem with one of my receivers. I have switched the WiFi adapters around and tried both adapters on both receivers. They are both 9400 receivers, one upstairs and one downstairs. It's only the upstairs receiver that keeps losing the connection and has to have the adapter re-installed. That is also the receiver that is closest to the modem and has the better signal strength. So it's not my modem nor my adapters, but a problem with one particular receiver.

As I said previously, I can unplug my modem and plug it back in, and the adapter/receiver does have the ability to reconnect on its own. What is happening is it periodically loses the connection and I have to physically disconnect the adapter, plug it back into the receiver, and go through the setup process again. When it's working correctly, there is a blue flashing light on the WiFi adapter. When it has lost the connection and I have to go through the setup process again, the light on the WiFi adapter is solid blue

[BellPatricia]

Hi @Bonnie01,
Thanks for that additional testing you've done 🙂
Do you ever notice any other type of issues with the receiver, other than the Wi-Fi connection between your modem and the wireless adapter dropping?
I also wonder if there is some Wi-Fi interference between the equipment upstairs an your modem causing the connection to drop. Is your receiver close to/touching any other electrical devices that could possibly interfere? 
Is the Wi-Fi adapter plugged into the USB port on the front or on the back of your receiver, and can you test both ports?
- Patricia 

[Bonnie01]

I’m not having any other problems with that receiver other than the USB port on the back of the receiver doesn’t work, therefore I’m using the USB port on the front of the receiver.

Again the issue is not the Wi-Fi connection dropping between the adapter and my modem - as I said previously I can unplug my modem and plug it back in and the adapter will reconnect. I’m not having any issues with my other receiver/adapter (both are 9400 receivers). I’m also not having any issues with anything else I have connected to my modem. 

The issue is the receiver totally loses its connection to the adapter. I then have to disconnect the adapter from the receiver, plug it back in and go through the setup process again, which I’ve had to do numerous times. 

This has been a frustrating process. I tried getting technical help through online chat. Their response was that Bell Satellite customers can’t use a wifi adapter to access Fibe TV, which is obviously completely wrong information. They then disconnected the chat. So I honestly don’t know where to go with this. 

[BellPatricia]

Hi there @Bonnie01,
Thank you for following up with us.

If your 9400 is the culprit you may be able to request a replacement receiver.

We have reached out to you via private message so we can take a closer look at the options. 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

- Patricia

[Nash211]

I have read you tried the wifi adapter on the other 9400 receiver and it worked fine. If the problem is interference where the problem receiver is, it won't matter. Has the wifi adapter ever worked properly with that receiver? I know this would be a pain, move the problem 9400 receiver where the working 9400 receiver is and swap it out. If the problem goes away it is a wifi interference issue not the receiver. I have Accesscomm as well so some experience with interference. 

[Nash211]

See my post above @Bonnie01 

[Bonnie01 · Accepted solution]

Thank you for your suggestion. I switched the location of the receivers, and am having the same issue with the problem receiver in the new location so have determined it is definitely an issue with the receiver itself. 

[Nash211]

Ok well, at least you eliminated possible scenarios. Hope it works out for you with a different receiver

[Jamin_Can]

I have a satellite WiFi Adapter (USB) attached to 9431 receiver. Its purpose is to watch videos on demand, from the channels that I am subscribed. 
I have used this for years and also had several other devices (echo, bulbs etc) connected in my home. Recently I’m having connectivity issues with this Wifi adapter ONLY. I can stream from Roku! 
Calling Bell Customer service has told me that I need to disconnect all devices for it to work. They seem to not even know what the adapter is or why one would use it. I think it is faulty and needs to be replaced. 
Router and Receiver restarted ok and no errors. 
Only error: SATVOD216 or SATVOD210 - basically saying that the connection is failing… also evident when I do the set up… it successfully connects then fails after approx. 3 minutes. Any suggestions would be appreciated.