HH4000 Intermittent Connection since June 20

[2Eh_J]

Been having an issue where wifi & devices all experience a connection loss that lasts a minute or so but will happen throughout the day. HH4000 Logs seem to show the on/off connections. I only use the 10G & fibre ports, using a 2ft monoprice Cat6 cable to connect the HH4000 to a Unifi USW16. Dont think its a physical cable issue. The Unifi equipment had some updates this week but its working fine. 

Not sure how to diag the situation. Logs will have this constantly. Sometimes a cell phone fails to connect to wifi due to incorrect SSID info but will connect ok afterwards. Internet goes down even if that cell not present at home. 

“A device has been disconnected from an Ethernet port (5)
An Ethernet port is now connected (5/2500/FULL)”

[BellPatricia · Accepted solution]

Good day @2Eh_J 

Thank you for reaching out to the Bell community 🙂

That would certainly be inconvenient and we are here to help as best as we can. There are a few things you can try out to help isolate and fix the issue.

• On your Unifi switch: try manually setting that port to 1Gbps Full Duplex.
• Try a different port on HH4000.
• Swap your Ethernet cable just to be sure that is not the culprit. 
• Bypass the Unifi USW16 switch altogether, and plug your device directly into the home hub 4000.

Please try those suggestions, and let the community know the results.

@BellPatricia 

[Vanadiel]

The 10 G port on the HH4000 is limited to the connection speeds it supports.

1 Gbps or 10 Gbps are the once that are reported to work. 2.5 Gbps and 5 Gbps are problematic and might not work.

Forcing the link speed on the USW16 to 1 Gbps might solve the issue with the connection to the 10 Gbps port of the HH4000.

[Lu2]

Hi @BellPatricia 

New to the forum but I'm facing similar issues to  @2Eh_J with intermittent and near-complete dropouts along the same timeline they described. If I wait long enough, the issue appears to resolve itself. A router restart also appears to temporarily resolve the issue.

My setup is a bone-stock HH4000 without any additional networking hardware or advanced features. Oddly enough, while running a ping to 8.8.8.8 I noticed that the moment I hit the "restart" button in the router's Web UI the issue is resolved briefly until the router starts to shut down the and pings obviously drop -  see the red arrow in the screenshot attached, that is when I hit "restart". Once restarted, the connection issues are resolved temporarily.

System logs don't show much helpful information but I do notice an update to firmware 2.14.2 right around when the dropouts started. Also, the "monitoring" feature in the Web UI shows the CPU pinned at 100% usage during the outage, restoring to ~50% after the outage is over. A tracert shows inconsistent results regarding the location of the drop.

The moment I hit restart

[2Eh_J · Accepted solution]

Updated the UniFi switch and things seem to have corrected themselves. Been a few days without issues

[BBBrown]

I have been experiencing the same issue for over a month now - intermittent drop outs that occur sometimes days apart and resolve in anywhere from 1-5 minutes. 

[BellPatricia]

Hi there @BBBrown 

Thank you for reaching out to the Bell community 🙂

We are here to help as best as we can, but the community still needs more information. For example, which modem do you have, what third party equipment are you using, and do you see any error messages on your modem? Does this impact both your Wi-Fi and Ethernet connection? Also, what troubleshooting have you tried so far?

To start, we recommend reviewing the helpful replies above for some troubleshooting suggestions to see if that may help resolve your disconnects. 

Keep the community posted.

@BellPatricia 

[BBBrown]

Hi @BellPatricia 

Thanks for your reply.  I have a HH4000 with no third party equipment.  There are no error messages logged on the device and when the issue is experienced the admin interface shows that both Internet and FibeTV services are "Up".  During the issues Fibe services continue to run (even when Internet does not connect) with some very short (1-2 second) drop outs where the screen will go black which is sometimes (but not always) proceeded by a "Ethernet Unavailable" message on the screen.  The issues does seem to affect WiFi and, given the above, likely ethernet but I do not have any other ethernet connected devices except for FibeTV.  

I have tried all of the available troubleshooting (WiFi checkup, other Bell provided tools) and also have received a new modem but the problem still persists.

[BellPatricia]

Hey there @BBBrown, thank you for the additional information.

Can you share which model of TV receiver you have, and which Ethernet port it is plugged into? If possible, try a different Ethernet cord/port on the modem as well just to be sure that is not the culprit.

@BellPatricia 

[BBBrown]

Hi @BellPatricia 

My TV is not plugged into the router via ethernet.  Only the FibeTV box is connected via ethernet (LAN2).  Yes, I've tried a different port before.  As stated the issue is more of the Internet service not being available - I can connect to WiFi, log into the router but am unable to get out beyond my hub when the intermittent issues occur.  

This same intermittent Internet connectivity issue is also noted on the Bell forum by user Lu2 which you responded to on July 2nd.  

[BellPatricia]

Hey there @BBBrown 🙂

Lets take a closer look at this together to see if we can pin point the cause.

I have sent you a private message so we can get some additional account information and discuss your service. 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