Intermittent dropped internet connection on Fibe network Gigahub

[Zeronadanil]

I switched from DSL to Fibe and my DSL service has been very stable. Since switching to Fibe I have these issues:

* my VPN is disconnected frequently

* real-time gaming connection is interrupted and after a few seconds is restored (no VPN)

* the TV service has glitched out on occasion

Since this issue did not exist on DSL it is likely something on the Fibe network. I did reboot my Gigahub, called customer tech support and they were not able to identify the issue. Everything else is working great just the network connectivity is the issue. I have done a traceroute to various IP's and noticed that the on the 142.124.127. network various IP's have >60% packet-loss. One problematic IP a lot of my traffic is routed to is 142.124.127.165 (67% packet loss).

I am a Network Admin working from home and having these types of issues disrupts my work. 

[Vanadiel]

Any errors on the modem display?

Any errors logged in the home hub modem logs?

Packet loss to routing points is not uncommon as they might not always respond to ICMP requests. 

[Zeronadanil]

I have one error on the modem log:

2024-04-26 13:40:05 - ERR IGMP IGMP group removing failed (239.0.xx.xxx)

Just a single error doesn't explain why my connection keeps getting dropped. Some warnings:

ppp0:Request for a new authenticated connection

[Zeronadanil]

Logs show just my LAN port to my windows 11 drops and then a few  seconds later is restored 12 seconds later is dropped again. Quite likely an issue with my onboard LAN ethernet/driver. I will switch network devices and see if that makes a difference.

[Vanadiel]

You can try another port on the hub also. Or another CAT cable. Could be a faulty port or cable.

[Zeronadanil · Accepted solution]

Everything was working fine on my DSL modem but just in case I swapped the CAT6 ethernet and didn't make a difference. Switched from the 1G port to 10G and the problem did not go away. I read a reddit post someone with the exact same motherboard using Windows 11 had the same issue (ASUS Rogue Strix 690-F - LAN is Intel l225-V). He said he updated the LAN driver and that fixed the issue. It hasn't happened in a couple of hours... lets see if that was the fix?

[Vanadiel]

Asus usually makes good products, and if there is an issue they tend to be on top of it for sure.

[Daveyboy]

I'm experiencing the same frustrating issue. On my second gigahub and done all the resets instructed by bell support. Support last night wanted to charge us $75 for tech visit. We just want a reliable service and at this point we’re feed up and are lookibg to switch to rogers unless Bell takes this matter serious.

[Zeronadanil · Accepted solution]

My problem ended up being my ethernet rj45 cable. Do not use a CAT 7 cable I recommend CAT 6a or CAT 8 especially when using the 10G port. 

[Daveyboy]

Thanks @Zeronadanil 

I double checked and I'm already using a cat6 cable. I think its a firmware issue maybe switching to a aftermarket router is best?

[BellNick]

Hi there @Daveyboy 
Thank you for your post and welcome to the Community.
Are you able to elaborate on what issues you're experiencing with your connection?
Is your Wi-Fi, ethernet or both connection types experiencing issues?
Are there any error codes or messages that appear on your modem when you notice the issue?
Do you have any third party equipment connected such as a router? If so, does the issue occur without it connected?
Are you renting any Bell Wi-Fi pods and if so, how are they connected?
Do you have any SSID's that are similar to yours? If so, we'd recommend changing your SSID to something different.
Are all devices impacted or only specific ones (if specific, can you share which ones)?
Looking forward to hearing back.

[Daveyboy]

Are you able to elaborate on what issues you're experiencing with your connection?
-  Connection continuously disconnects and then re-establish itself overtime
Is your Wi-Fi, ethernet or both connection types experiencing issues?
- All connections including Fibe tv services lack or disconnect
Are there any error codes or messages that appear on your modem when you notice the issue?
- Never noticed any error codes
Do you have any third party equipment connected such as a router? If so, does the issue occur without it connected?
- I only have a third part switch and two access points. I'm on my third Gigahub which a tech installed a couple days ago. I've already experienced a wifi connection drop so I'm sure the issue will continue. 
Are you renting any Bell Wi-Fi pods and if so, how are they connected?
Do you have any SSID's that are similar to yours? If so, we'd recommend changing your SSID to something different.
- No I kept the default bell SSID
Are all devices impacted or only specific ones (if specific, can you share which ones)?
- All devices 

[BellNick]

Hi there @Daveyboy 
Have you tried removing your third party equipment from your setup to see if the issue persists?
Have you checked your list of available Wi-Fi networks to see if there are other connections available that are similar to your SSID? If so, If you have likewise or identical SSIDs showing, this can cause issues which is why we would recommend changing your SSID name(s).

[Daveyboy]

I can't remove my ethernet switch otherwise it will disconnect the majority of the ethernet connections throughout my house. The access points are just WIFI extenders so I don't see how they could be causing the service to go down. There is only one SSID showing throughout my office.  

[Vanadiel]

Is the disconnection from the internet, or an actual disconnection between the device and the switch?

If you-disconnect again, try to log into the modem using a wired connection and see if you can reach the modem log in page.

home hub login page 

You could do a speed test also if it logs you in, but I would start with the login first.