Giga Hub unable to run speed test due to "internal error"

[ztate]

When I try to run a speed test via the Giga Hub admin website (192.168.2.1), the speed test fails to run and I get the following error message in the Logs:

The Speed Test diagnostic has failed with the "ERROR_INTERNAL" error

No additional information appears to be available online about this error. Here is the information from my Giga Hub's About page:

Firmware version:	2.13
Rescue version:	SGC83000E8
User interface version:	7.3.28
Hardware version:	5690-000001-000

[dks]

Thank you for the information. Can you still use the Internet and connect devices? 

[ztate]

Yes, but my internet connection has been dropping out intermittently over the past several weeks. After I restarted the modem the speed test started working, but why should I need to restart my router (and lose network connectivity for 5-10 minutes) just to run a speed test? It indicates some fairly terrible hardware / software is being used in these modems.

[dks]

Or it may mean your modem needs to be replaced. Call 1-866-319-2355 and describe the issue. They can guide you from there. 

[ztate · Accepted solution]

Yes; I ended up getting a replacement modem & all my issues (speed test failure, random dropouts) have disappeared.

[Oakvilian]

I am running a ping on a computer connected directly to the modem. The ping starts to give "Request time out" and at that point speedtest would not work as well but I do have internet. If I do a speedtest on the modem (192.168.2.1) everything is fine. Please note this is not specific to a device as it behaves the same on the other devices connected to the network. Bell wifi is deactivated as I have my own modem. 
Ping and speedtest are very useful tests for me. If I reboot the modem everything is fine but I have to do this every day. 
Any idea how to fix this?

[WelshTerrier]

Good Day & Welcome.

Thank you reaching out to the community forum.

Please contact Bell Internet Tech support. There may be an issue with the modem. A representative will be able to perform further analysis & testing to determine the next steps that should be taken. Please call: 1 866 310-BELL (2355)

Take care.

[Oakvilian]

I did contact tech support and they shipped me another modem. Same thing happens everything works fine for a while (which can be half an hour or one day) then I have problems such as: new device connected has limited connectivity basically can't access internet, ping and speedtest does not work. This is obviously something wrong with the modems as when I restart it, everything works well but I cannot keep restarting it sometimes 4 times a day. So just to recap browsing and streaming (Netflix, etc.) but for the devices that exist in the network when this happens. If I bring a new device then this new device will not have access to the internet and overall I cannot access my Ring cam from the internet when I am away, I cannot place whatsapp calls, etc. It is hard to believe I am the only one experiencing this. I will follow up with tech support but when I call them if everything works fine at that time they keep telling me everything is fine. I am not a specialist but I know a thing or two about network and this is definitelly something to do with the modem maybe the firmware or something. Please help me fix the issue. 

[dks]

Can you add some clarification? By chance do you have Whole Home Internet turned on on the Giga Hub?  Do you have Bell pods? How many devices do you have connected? You indicated you have your own modem. Do you mean your own router? And that is plugged into which jack on the Giga Hub? 

[Oakvilian]

I do have the wifi turned off on the modem. I have one laptop connected to one of the ports and the router on the other. I do not have Bell pods. I have about 15 devices connected through the router. I do not have my own modem I have my own router. The modem is the one provided by Bell (new one as I replaced the old one yesterday). To add on this I had the exact same configuration with another provider and it worked fine. Again the main services continue to work (browsing aka http/s, streaming, etc.) but some do not work anymore such as ping, speedtest, whatsapp calls, etc.). I suspect some of the protocols got blocked by the modem but I have no proof. 
Please let me know if you have any questions as I try to get to the bottom of this as it is really annoying. Much appreciated. . 

[Vanadiel]

One thing to check for is the Guard option, to see if it's turned on or not. This is a setting that is only available using the Wifi app and cannot be seen or accessed from the modem menu.

[Oakvilian]

I have the app but I cannot get to the Guard option. Do you know how to get there? 

[dks]

If you are in the main screen of the WiFi app, (home) scroll down. 

[dks]

What speed do you get from a speed test from your laptop, which is directly plugged into the Giga Hub? Do you have a VPN running? Do your apps run from the laptop but not from devices connected wirelessly to your router, or wired devices to your router? 

[Oakvilian]

when the speedtest works I get about 900 upload and download. Again no complaints when it works it works very well. I have a VPN running on my work laptop connected via wifi through the router. My streaming runs from devices mostly connected via wifi though the router. There are no wired devices connected to the router. The problem is not when it works but the fact that all of a sudden it doesn't so I have to reboot the modem.