Error 101 "something went wrong"

[NewUser]

A few nights ago, watching any channel would result in a blue screen coming up saying that "Oops something went wrong", with an Error 101.

After rebooting things a few times, and trying both WiFi and Ethernet, the issue was still not resolved. I called the number on the screen, and the tech I reached had me reboot things again. She hinted she was doing something at her end, but was quite vague. After the third sequence of rebooting the modem, and the PVR, it started working. She couldn't give me a good explanation just "maybe there was an update or a power outage recently". (We also had a 7 second delay on the phone line, which she acknowledged was her end, and made communication very difficult).

I don't know if there's been a software update on the PVR, but there certainly has not been a power outage. My Internet is 1Gb/s, and it runs very well, testing at a consistent 936Mb/s down, and about 700Mb/s up, on a wired connection. I should also note that watching Fibe on my other devices, including Fire TV on the same TV works just fine. It's just the PVR.

The tech didn't really understand what it meant to be hard-wired with Ethernet. She had me try with WiFi also (same issue). She had to put me on hold to ask someone about how to deal with me being hard-wired, so I'm not confident she fully understood, and maybe didn't actually do anything at her end.

The real issue now is that it wasn't a one-time issue. It just it did it again today. Any channel would work for about 5 seconds before the blue screen would come up. Rebooting the PVR did not solve it. Although the Internet was running just fine, (as was Fibe on my other devices), I rebooted the modem, then the PVR again. It's working again now - it's been 15 minutes without failing, but I'm not sure for how long it will last before it happens again.

Again, my Internet connectivity is rock solid and fast. Fibe works well on apps, and on Fire TV. It's just when using the PVR. 

Is anyone else experiencing this issue? Was there a recent update that may be buggy?

[BellPatricia · Accepted solution]

Hi @NewUser 

Thanks very much for your post.

Sorry that you are having trouble with your Fibe TV service.

As you've done testing while wired, and on Wi-Fi it sounds like there could be a network issue.

Check out this How To: Fibe TV not working? Try these quick fixes It includes some troubleshooting tips, and if those don't work there is also information on using our Virtual Repair tool . We recommend using the Virtual repair tool right when the issue occurs.

The Virtual repair tool will:

• Look for service outages in your area
• Check the equipment outside your home
• Reboot all your hardware
• Optimize the settings for your service

If it can’t solve the problem, the tool will even help you book a technician appointment.

Let the Community know how everything goes.

- Patricia

[jzanin]

Warning - very disgruntled Bell customer here. I jumped ship from my previous cable provider (of several decades) and joined Bell because of their sweet fiber promos last November. Honestly it has been a gong show from the start. I am now on my 4th HH4000 modem, and my 2nd set-top box, having endured at least a half-dozen technician visits in the 5 short months I have been a customer. The recurring issue is that my TV service keeps dropping. It is almost like clockwork - every 4-5 days I will turn on my TV. Everything will be fine and then after 10 seconds or so the image will freeze, then I will get a blue screen and it will say "something went wrong" blah blah blah Error Code 101. If I change the channel, the next channel will be fine for about 10 seconds, and then exact same thing happens... Internet service is fine (> 1 Gbps) and home phone is fine. I know that I can resolve the issue by rebooting the HH4000, but why should I have to???? Rebooting the set-top box does NOT fix the issue. 

It happened again just now. Rather than call Bell and have them send yet ANOTHER tech, I tried the virtual repair service, while I was on hold with Rogers asking about reactivating my cable service.

The Virtual repair worked (because it reboots all the boxes as part of its repair sequence), BUT it also said that as part of the "Outside Hardware Check" that "we made a change to improve your service". Nowhere in the summary does it give details around what change or changes it made, so I have no idea if this is just a gimmick, or if there was truly a change that needed to be made (that 5 unique Bell technicians all overlooked).

Anyone have any advice? I love having 1 Gbps service, but I value consistent TV service as well. Having to reboot my homehub every few days is ABSOLUTELY a deal breaker.

If anyone from Bell is reading, the clock is ticking. Either provide a permanent fix, or I am going back to Rogers, and I will most certainly NOT be paying you any sort if early cancelation fees...

It is your choice Bell... fix the problem properly, or lose my business. I am tired of your excuses, and I am tired of arguing.

You know how to reach me.

Sincerely,

John in London Ontario

[AlexS]

That's a lot of visits. Did they replace the modem or only the dvr for just once?

[jzanin]

Hi AlexS

The first five or so visits, ONLY the HH4000 was replaced. I then had the pleasure of updating my Wifi name and password on a bunch of devices each time....

The last visit (Friday 4/22), after I explained the situation to the tech, he suggested we switch out the PVR box instead (and leave the HH 4000 alone). That is what we did. And in that case, I ended up losing all the PVR shows I had recorded (although granted I can still see them via the app on my phone).

The set-top boxes (I have two - the fancy one with whole-home PVR, and the "dumb" one that does not have its own internal PVR) are connected to HH 4000 over Wifi. Both have strong signals, and aside from when everything goes very wrong, the system is otherwise stable, picture is decent, no issues with pixelation, etc.

The techs don't share much about what they do at street level, but during one visit, the tech, after having spent an hour working inside the street box, came back to tell me "I honestly don't know how your unit was even functioning. There are two sets of connections inside the box - one set for Alcatel, and the other for Huawei. Your connection was connected to Alcatel. It should be connected to Huawei. I fixed that for you. Your problem should be solved now Mr. Zanin."

That was three visits ago....

[BellAntgio]

Hi @jzanin,

Welcome to the Community and awesome troubleshooting. 

We'd like to gather more information in order to review. 

Please check your inbox, next to your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

[jzanin]

The issue occurred again on Sunday May 1/22. I did the virtual repair again, and again, it said it found and adjusted something in the outside box (whatever that means).

I look forward to some in depth troubleshooting to get this resolved once and for all.

John

[jzanin · Accepted solution]

UPDATE - PLEASE READ!

Based on a suggestion from a Bell tech who called me to discuss the issue, I moved my home-phone wireless base station, which had previously been located mere inches away from the Bell PVR set-top box. It has been almost two weeks now, and the problem HAS NOT RETURNED!

I hope that I am not jinxing the situation, but it appears that the issue has been resolved. My set-top box is connected to the HomeHub wia wireless connection, and cordless home phones have been know to interfere with wifi signals, so it all makes sense. I just wish that someone would have noticed this BEFORE they swapped out my PVR as part of the troubleshooting, and I lost three month's worth of recordings!

[NewUser]

Since the last firmware update, this seems to be happening seldom. Fingers crossed.

[somethingwentwrong]

Exactly the same thing keeps happening to me.  It is something relatively new - started occurring 2 - 3 months ago.  I My 4K PVR receiver is also hard wired to the modem (Home Hub 3000).  The problem comes and goes in random batches.

[BellPatricia]

Hey there @somethingwentwrong. Thanks for your post 🙂

Just checking in to see if you have been able to run the Virtual Repair toolwhen this issue occurs?

Keep the Community posted.

- Patricia

[Mike_in_TO]

My Error 101 finally got fixed by a Bell technician.  He was  here for 5 hours sequentially replacing and then testing every piece of equipment: 2 receivers, the VAP3400, a piece inside the 3000 modem, then the whole modem and finally he replaced the Hub 3000 with a 4000.  It’s been fine ever since.  But I don’t understand why the old equipment had been working for 4 years and then suddenly it all needed replacement.

[AlexS]

Just like phones and computers, u need to replace them every few yrs bc they will get slower and slower as time goes by, even if u r actually doing all the soft and hardware maintenance all along the way.

[Johnd]

My Fibe tv was installed on Sept. 15, 2022.  I have had the error code 101 every day about 2 to 4 times per day.  I have called the technical every day and they did things that got the tv going again, for a while.  I have had 6 technicians fix things, 3 modems (4000) installed, the system was finally hard wired through the electrical circuit and yet the error continues.  On my last call with Bell technical support, I was told to try a 4K box, but it seems some with 4K are having this same problem.  Is that a solution or should I simply have the Bell Fibe removed since it has never worked properly from installation.  I have to reboot my modem each time (3 to 4 times per day) and it is becoming too frustrating?  My Internet is great.  When the TV is working the reception is great.  Any suggestions?

[Mike_in_TO]

We had the same problem, 101 several times a day, but with an old installation.  A technician came and spent 5 hours sequentially replacing every piece of equipment:  2 receivers, the VAP3400 access point and the modem, then upgrading it to a 4000.  Eventually the Error 101 stopped although the tech still had no idea why.  Since it’s all a big mystery I would have them send another tech and make sure every single component is replaced again, including the VP3400.