Bell GigaHub 2.0 Blocking Specific Applications

[LambChops713]

About a month ago after a bunch of issues with the 3000 model, speaking to 20+ call agents, and a technician appointment, Bell upgraded me to a GigaHub 2.0. Since then, specific applications like Discord Voice Chat (text chat works fine), League of Legends, Destiny 2, and even a simple Ookla ping test (speedtest.net) will not work at all. These things will either hang forever or not connect. After physically unplugging and then replugging the modem after a few minutes, the issues are resolved for anywhere from 4 hours to 2 days before returning.

Here's what I've tried:

1. IPv6 is toggled off, UPnP is toggled on.

2. Firmware is updated to the most recent version.

3. Ensured that it is a modem problem, NOT a device problem (all devices in my home, wired or wireless, experience the exact same issues).

4. Had the GigaHub replaced twice, and factory reset multiple times.

Any advice (let me know if I need to provide more details)? I've called Bell so many times and not one can help. Been dealing with internet issues for nearly 80 days now.

EDIT: Issues are possibly impacted by the amount of internet usage? I've found that when I download in high quantities, the internet only lasts 4 hours but regular usage lasts up to 2 days. Will keep monitoring this!

[dks]

Thanks for the update. To be clear, there is no Bridge mode on Bell residential internet devices. What you did was use PPPoE passthrough. Glad it is working for you. 

[Vanadiel]

It also depends on the homehub you have. If you have a HH3000 you can fully bridge it, mine is sitting on a shelve.

Any hub after that is a lot more difficult to remove from the chain as they integrated the fiber module into the device and it's not removable.

This is why I will never volunteer to upgrade my HH3000.

This is how it looks without using a home hub and instead use your own router.

[Thioacetone]

Yes, I went with the same solution as you. Bought my own router and connected via PPPoE passthrough. All my problems went away. I also have my Bell Fibe TV box connected to my own router and it still works fine.

The only downside I can see is I’m only getting about 75% of down/upspeed but I think that’s more on the quality of my own router (Asus RT-AX57) rather than the solution as I only bought an entry-level router. Its plenty enough speed for my use-case anyway.

[Pukka]

Yea I too just upgraded to the Gigahub 2.0 and realized I’m having the exact same issues. I also noticed this when connecting to p2p services it hangs. Never had this issue prior and believe it has something to do with the firmware a the new guard service. I believe they need to push a new firmware update out asap to correct these issues. 

[Pukka]

confirmed that enabling guard and then enabling privacy + switching my LAN from 10gb to a 2.5gb port seems to have fixed the issue. I tried with the 10gb port just enabling privacy and it does not work. 2 days now and no issues after the above.

[OmniSage]

Thanks for posting this! I had the same issue - ssh, video calls, thermostat, intercom app, etc. wouldn't work, and I was losing my mind. Tried so many things, including forcing ipv4 traffic, changing DNS, turning off guard, etc and nothing worked. After restarting, everything worked for a few minutes but it went back to being blocked again. Called up Bell technical support and they were anything but technical. Their solution was for me to turn it off and on again which I'd already tried, so they asked me to reset the giga hub. That sort of worked, but this time it was fine for a few days until the problem surfaced again. Your solution seems to have done the trick, I'll report back here if it breaks again. Cheers.

[S-YYZ]

I can confirm that mine has been rock solid since implementing this change, for 60+ days.  To be clear, I am still using the GigaHub2.0 (I am not using my own router), and the problems have not returned.

[Jon536]

To whom it may concern, I am severely frustrated with the service & support being offered by Bell. 

I have been having issues with your internet service for the past 3 months with 8-10 calls. 

The story is this: 

No problem, perfect service.

We received the option to replace our modem as a free upgrade (Bell Giga Hub 2.0). I accepted.

We start getting the issue. 

For MANY 5+ applications, things like discord, microsoft teams, etc. I can still send text messages, but I cannot join any voice calls. I receive an error as such

For other gaming servers (numerous applications) it wont connect at all

This will go away after we restart the modem, but we should NOT have to do this 8 times in a week. 

The problem occurs across multiple devices. (Desktops, phones, etc)

The problem occurs over wireless & wired connections (ethernet)

The problem does not occur if I enable a hotspot

We have tried replacing the modem. 

I have read other articles of individuals receiving similar problems

https://forum.bell.ca/t5/internet/bell-gigahub-2-0-blocking-specific-applications/td-p/96880/page/3

It appears to be a routing issue of sorts. 

There should be absolutely NO ACCEPTABLE reason as to why a customer should go to extreme lengths like purchasing third party equipment, especially for such an expensive service that IS NOT DELIVERING. 

I have gone through 8-10 different support calls. I supposedly had a ticket created & was supposed to be contacted by a more experienced technical support. 

I had received no call & when asking the next support member THERE WAS NO INFORMATION NOTED ON FILE, which was specifically requested as I've explained this 6 different times. 

Supposedly there was a second ticket that was created

Of which I was supposed to receive a technical call like before. 

The only calls I have received have been 'promotional' they have also been SCAM CALLS I've looked up the numbers after they call me, all pointing to malicious actors, reinforced by them hanging up the call in the middle of them talking after I ask them to add me to the do-not call list. 

Even writing this email, from earlier today from the source of the above ticket ^ the issue has happened AGAIN tonight. 

From the previous ticket, the support member mentioned to try and not use a 'switch' or an 'ethernet' extender for more ethernet ports, I tried this afternoon & the issue has appeared again tonight. 

I am begging for consistent support / help in this, else I WILL BE FORCED to change service provider. 

PLEASE HELP.

[dks]

Thanks for your concern. Some clarification. What modem did you have previously? What is your speed profile? What port or ports on the Giga Hub are in use? What port did you previously use? What, other than the Giga Hub has changed? Do you have an external router plugged into any of the ports? More details would help. 

[Vanadiel]

Check the Guard feature of the modem.

This can only be checked and changed from within the WiFi application and is not a visible nor accessible option from within the modem menu.

Guard feature 

[BellPatricia]

Hi there @Jon536 

Thank you for reaching out to the Bell community.

We would like to gather more details and have sent you a private message. 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 

[Jon536]

Hello
I do not have an external router.
I have tested the 1.0GB direct to desktop
I have tested the 2.5GB direct to desktop
I have tested the 10.0 GB to switch to desktop
I was told by a technical support member they had switched my 'speed profile' to a higher setting. 
I'm not sure what modem I had previously. 
As far as things that have changed, as mentioned, as far as I'm aware, it was just the modem. 
I have tried to do some configuration changes from some other forums receiving the same issue, but those have all been reset by support members. 
I'll try to provide as much information as I can, but I may not be familiar with how to find it. 

[Jon536]

Should the guard feature be on or off?

[BellPatricia]

Hey @Jon536 🙂

Please turn the Guard feature ON and let us know if that helps.

@BellPatricia 

[Jon536]

I have, with the privacy setting on - per instructions of a technical call I received. Will report back if there are issues