Giga Hub is dropping SSID/network to devices (brief resolution then reoccurs)

[EmergGuy]

An incredibly frustrating problem to troubleshoot.

I am now about a month into the Bell Fibe with Giga Hub. Things had been working very well and now devices are dropping off to 'offline' continuously, however several devices appear unaffected.

Affected

• Brother Printer
• Kasa Smart plugs
• myQ Chamberlain Garage Door openers

Not affected

• laptops/desktops (wireless)
• phones connected to wifi
• Nest Hub
• Arlo Hub
• the TVs

Rather frustratingly,

1. when this happens, there are no error codes anywhere. If I reset the individual devices, they do not see my network listed under available SSIDs (although my network is shown on the other available devices, so I do not see this as 'broadcast SSID problem'). I do see multiple other neighbour networks as well - just not mine.
2. If I factory reset my modem - and re create the same network name/password - then YES - They all connect....for about 20 minutes - then go offline.
3. I have checked all my cables (nothing would move anyway), and have not installed anything new

I had wondered - if it a dual band issue - but I can't seem to fix this by going into the advanced settings, and running the individual bands - it only seems fixed by a reset to factory - and even then it is brief.

The virtual repair tool times out and when near complete says it is temporarily unavailable

Admittedly this is an untenable problem and one that seems new without any recent software/hardware updates (that I am aware of).

Please tell me there is a fix I am missing??

After nearly a day and half of troubleshooting this, I am about ready to pay the cancellation fee and go back to my old provider - that's how beat down I am.

I would be forever grateful if anyone had any ideas.....

[BellNick]

Hi @Maggie May  
Thank you for your post and welcome to the Community.
We wanted to check in to see if you've received your modem replacement / if you're still experiencing issues?
Looking forward to hearing back.

[supertech]

My solution was to make sure there was nothing in the USB-C port on the modem. This makes no sense whatsoever, and should not affect the 2.4 GHz SSID, but for some reason they seem to be linked. With nothing in my USB-C port, the modem behaves itself. If there is nothing in that port, then I have no advice for you.

[supertech]

if you are not using the USB ports on the modem itself (specifically the USB-C port) then you probably need to get your modem replaced. Bell seems to roll out firmware upgrades with modems - rather than a simple flash file you can upgrade your current modem with....or at least that seems to be the way they do it. I suggest simply replacing the modem.

[DONALDT]

Further to my previous post,  USB access on my HH4000 has  not been working since the latest firmware update version 2.14 was installed around August 27, 2025.  It worked perfectly prior to the update.  I have tried two different drives in both the USB-C and USB-A ports.   They sometimes work for a few minutes, then WiFi drops and devices are removed and won't sign in again.  If the drive is removed, the WiFi will still eventually drop, and a reboot must be performed.  There is a problem with firmware update version 2.14!!

[BellNick]

Hi there @DONALDT 
Thank you for your post.
Are you able to share the devices that you are attempting to plug into the USB-C / A ports (make, models, version, etc..)
Also for clarification, your Wi-Fi works fine, but when you plug something into those USB ports, your Wi-Fi connection drops?
Are you able to clarify what you mean by if the drive is removed the Wi-Fi will eventually drop? 
Looking forward to hearing back.

[DONALDT]

I primarily used a Samsung SSD T7 Model MU-PC1T0T formatted  for NFTS and I can access it on my Win10 PC  (primarily for jpg's, pdf's on occasion).   I have tried the Samsung SSD both in USB-C and USB-A (port 1 and 2).  I have also used a hard drive WD5000LPVX in USB-A in combination with and separate from the Samsung SSD.  Both seemed to work prior to the 2.14 firmware update and status logs seemed to confirm that the Wi-Fi was stable prior to the update including with the two drives connected.  To troubleshoot, I also deleted most devices and locked in Wi-Fi 2.4GHz and only got stability when the USB drives were removed.

In response to your question: "For clarification, your Wi-Fi works fine, but when you plug something into those USB ports, your Wi-Fi connection drops?"  Yes, it takes a few minutes.  I have checked the "Status Logs" and it shows each device disconnecting.  When it tries to reconnect the log shows that login fails on each device.

Since my last post I performed a "Factory Reset" to help troubleshoot and eliminate other issues.   Everything worked fine after the reset, until I plugged in the Samsung SSD.  Same results as above.

My comment about "if the drive is removed the Wi-Fi will eventually drop" just means, that simply unplugging the drive from the USB, will not allow the Wi-Fi to reconnect....the HH must be rebooted before it will work again.  I tried plugging in the drive, waited a few minutes, checked the status log and noted devices were dropping, so I unplugged it, thinking things would reconnect on their own.  That didn't seem to happen, so I rebooted.

Let me know if you have any other troubleshooting step suggestions.  Is there a backdoor to watching the status log in real time?

[DONALDT]

Further to the 2.14 firmware upgrade and USB connection, I see other Bell GigaHub/HH4000 customers posting similar comments on the Bell sub Redit , including a CPU memory leak, upon installation of a USB device.  

[Canadianer]

Hi everyone,

I have a problem concerning some smarthome products such as a Deebot vaccum and some smart plugs. These keep going offline somewhere during the night; some do reconnect but others do not and stay offline until I either reboot the device itself or reboot the modem. 

Does anyone have a solution to this problem?

Regards.

[BellNick · Accepted solution]

Hi @Canadianer 
Thank you for your post and welcome to the Community.
Are you able to share which model modem you have?
Do you have your Wi-Fi bands split up so that the 2.4ghz & 5ghz bands have their own SSID's? If not, we'd recommend trying this out as these types of devices typically best connect directly on the 2.4Ghz band. With your SSID's not split up, the device might try to change back and forth causing the disconnect. If you're unsure of how to do this, we'd recommend checking out our support thread Splitting SSID for IOT device configurationfor further information.
Looking forward to hearing back.

[Superwifi]

I have the same issue eith my new Bell hub 2.0.

worked fine for a couple of days, then all my smart accessories , switches, lights camera are always dropped down feom the wifi.

called super bell support service, few reset, reboots, updates, problem always come back.

at this point i am considering to move my service to videotron, from what i heard their system is more reliable and at a much liwer cost.

If anyone has suggestions to how to fix my problem i would be happy to get my system up and running

thank you

[dks]

Thank you for your concern. The situation you describe might be caused by your IoT devices not being able to make a wireless connection. You can try separating the wireless bands as outlined in this thread.