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

[Oakvilian]

There is no Guard option either on the main screen or anywhere else. I can provide screenshots if you want by the main screen has usage and billing on top then ads and get the support etc. At the bottom there are the following icons: Home, Services, Shop, Support. None of them have a guard option somewhere. 

[Oakvilian]

Also to add (just rebooted the modem 3rd time today) when this happens my Ring cameras stop working as well. Very annoying.

[Vanadiel]

More information here: Managing Guard 

Guard is disabled by default for your Bell network. To turn on Guard features (requires Home Hub 4000. Giga Hub or Giga Hub 2.0):

1. Log in to the Bell Wi-Fi app.
2. Touch the Menu & Settings tab at the end.
3. Touch Guard.
4. Touch the toggle to enable it.

Guard can also be customized at a person level.

1. Touch the People icon at the bottom of the home screen.
2. Touch the Plus sign to add a user.
3. Add a picture and name, then touch Done.
4. Touch Next at the top right corner.
5. Select the desired Guard access level (Kid, Teen, Adult, No limits).
6. You can either use the default settings of each Guard access level, or customize the profile by selecting each specific Guard event (e.g., advanced IoT protection) and enabling or disabling them.

[dks]

Have you separated your wireless frequencies on your router? 

[Oakvilian]

Yes, I have. As I mentioned before this did not happen with the other provider only happens since I switched to Bell. 

[dks]

I suspect your router may be the core of the issue. You Bell credentials are set up on your router to initiate PPPoE Passthrough? You do not say who your previous provider was, but if it was a cable provider and you were using your router, you may have been using bridge mode. Bell does not provide bridge mode, only PPPoE passthrough.  

[Oakvilian]

Let me be very clear: the inability to ping and perform a speedtest and talk on whatsapp happens on a computer connected directly to the modem. Nothing to do with the router.. The Cogeco technician says the same always: it is about your router which is not true as I have this computer connected via Ethernet to one of the modem ports. It is no secret the previous provider was Cogeco and the modem from them was not in bridge mode. To me it seems very clear this is a problem with them modem but I am not a modem specialist to find out what and it seems that nobody knows on the forum or tech support. 

[dks]

The Giga Hub is basically a dumb device. It is not known to bloc particular protocols. You may well have another defective router. You may wish to call 310-2355 and ask for a replacement or use the chat feature on the MyBell web page. 

[Oakvilian]

I am sorry and with all due respect the modem is not a dumb device. There are articles out there about the modem blocking speedtest you can easily find them. Also this is the exact advice I got a couple of weeks ago on the forum so basically I did not get closer to solve my problem. One thing that helped a couple of days ago I did a factory reset for the modem and now it seems to work better.

[dks]

Thank for your response. Often a factory reset is a last resort solution. It does erase any customizations you may have. Glad it worked for you.