Rebooting Giga Hub resets all settings

[tekin]

I change the default password, and disable wifi on my router.

Every once in a while the router needs a reboot... I usually do it from the web interface. The router then goes back to the default password, re-enables wifi, and resets all other settings back to default.

Why am I having these issues?

[WelshTerrier]

Good Day & Welcome.

A standard reboot of the Bell Giga Hub (power cycling) should not return it to factory defaults. A full factory reset (erasing all custom settings) only occurs if the physical reset button is pressed or if it is selected via the Advanced tools and settings menu > Tools > Resets.

If you are doing a reboot from within the Bell modem GUI, 192.168.2.1/?c=dashboard , which Reset option are you choosing to perform your modem reboot? Restart, Reset Bell settings or Reset to factory defaults? 

Please refer to the following instructions for rebooting your modem:

Rebooting my Bell modem : Reboot directly from the modem

FYI only. In some instances, a faulty unit or specific firmware issue or update may cause it to reset settings on its own.

Please tell us more and we will do our best to assist you.

Take care.

[tekin]

I pick restart, obviously. Not reset, and not factory reset.

When the hub is back up, it's up with all my settings reverted: wifi turns back on (and SSID resets to BELLxxx), admin password goes back to S/N of the router.

I have no clue if firmware is latest or not... There's nowhere on the web interface or bell wifi app to check for a firmware update.

[WelshTerrier]

Good Day.

Thank you for your follow up and gracious reply.

You mentioned that "Every once in a while the router needs a reboot." Can you please elaborate on this? When you reboot your router, is this due to Internet or TV issues that you are experiencing?

As I mentioned in my previous reply, "In some instances, a faulty unit or specific firmware issue or update may cause it to reset settings on its own."

Has this been an ongoing issue or something new that has just started to occur? Were your Internet service and modem recently installed?

If you wish to view the firmware version number on your Giga Hub modem, login to your Bell modem GUI. It is shown in the > Advanced tools and settings menu > About.

Just some ideas for your consideration:

1. Have you tried to do any troubleshooting?
2. Are there any error messages on your Bell modem?
3. Do you have any other peripheral equipment connected to your modem? E.g. Router, external hard disk, etc.
4. Have you contacted Bell Internet Tech support & reported the issue that you are experiencing?

To reach Bell Internet Tech support, please call: 1 866 310-BELL (2355) for further assistance.

Take care.

[Raka]

It appears on rebooting the modem, the following setting below turns from 'OFF' Pre-boot to 'ON' Post-boot, making a lot of devices on the network not able to connect and require manual intervention in the middle of the night.

Unless I am missing something, I have rebooted twice and this setting keeps turning back to 'ON'.

[WelshTerrier]

Good Day & Welcome.

Thank you for posting your question. This is a peer-to-peer website. A such, we do not have access to your account & equipment records. Can you please provide us with some further details? 

Which Bell modem do you have? Home Hub 2000, 3000, 4000, Giga Hub or Giga Hub 2.0? Do you have any other peripheral equipment connected to your modem? E.g. Router, etc.

Manage your modem’s settings: Home Hub 3000, 4000, Giga Hub and Giga Hub 2.0

Are you trying to split wireless SSIDs on your Bell modem? If so, please refer to the following instructions:

1. Go to modem's GUI http://192.168.2.1/
2. Select > Modem login.
3. Enter > administrator password. (The default password is the modems serial number. It will start with DM and its case sensitive.)
4. Select > Manage My Wi-Fi.
5. Disable whole home Wi-Fi and hit save
6. Select > Advanced Settings and then uncheck Keep common name
7. Change the name of the 5 and 6 GHz radios;

Splitting SSID for IOT device configuration - Bell

About 2.4, 5, and 6 GHz wireless bands

Let us know if you require any further assistance.

Take care.

FYI Only! Unfortunately, we are unable to view the image you have uploaded. Community Moderators must review and approve all uploaded images before they can be displayed. Although you can see your uploaded images that are awaiting approval, other community members who view your images can only see the ones that have been approved. Community help - Bell

[Raka]

I upgraded from the Giga Hub 1.0 to the Giga Hub 2.0. All settings were migrated except for one thing.

Manage my Wi-Fi -> Whole Home Wi-Fi -> Let Bell optimize Wi-FI throughout your home was re-enabled and none of my SSIDs were split. I was wondering why only 14 devices connected when usually there are 25. 

It seems the issue stems from the Bell WiFi app, which is the only place where 'Guard' can be toggled on and off, so I installed it after reading the forums to make sure it was disabled. After installing the app, it will automatically optimize the network and place:

Manage my Wi-Fi -> Whole Home Wi-Fi -> Let Bell optimize Wi-FI throughout your home
back into 'Enabled' State.

Is there a way to have the app not automatically optimize the network upon logging into it? Or have the 'Guard' feature enabled on the Web admin portal -> 192.168.2.1
Could a Bell technician chime in to confirm if it's in the pipeline for a future firmware update?

Steps to reproduce:

1. Upgrade Giga Hub 1.0 to Giga Hub 2.0
2. Install Bell Wi-Fi App to connect
3. Network is automatically optimized and all SSIDs are merged into one, rendering many devices on 5Ghz and 6Ghz not working until manual intervention of splitting the SSIDs
4. Login via 192.168.2.1
5. Disable and Split the SSIDs
6. If logging back into Bell Wi-Fi app again, this will loop back into 3 above and optimize network again
7. Loop if necessary to log into Bell Wi-Fi app.

Possible fixes:

1. Move the 'Guard' feature into the 192.168.2.1 admin portal
2. Add a toggle to not automatically optimize the network on login of Bell Wi-Fi app.

[dks]

Thank you for your question. The Whole Home Wi-Fi is optimized to ON because that is how the Bell pods are managed. Making the default OFF would cause more confusion for pod users. The GUARD feature is toggled on and off through the app because that is how the manufacturer, Plume, has set it up. Bell rebrands the Plume product, including the app, I believe. There is no relation between the Wi-Fi app and the pods and any firmware upgrade, to the best of my knowledge. . 

[Raka]

I see, I was under the impression the Bell Wi-Fi app would be how we could Optionally manage aside from the direct IP of the modem, like on the go/mobile.

Based on your reply:

The Wi-Fi is primarily used for the Bell Pods? If so then no need to use this app because I do not use the Bell Pods and could just continue how I was managing the Gigahub 1.0, which was using the 192.168.2.1

If you could clarify the above then, all is well and I'll mark the next reply as solution. Thanks!

[BellPatricia]

Great question @Raka 🙂

Even if you do not have Bell Wi-Fi pods you can still use the Bell Wi-Fi app to manage different things such as:

• View connected devices
• Manage Guard settings
• Pause Wi‑Fi for specific devices
• Basic troubleshooting
• Reboot the modem remotely

We also invite you to take a look at our support article for more information on the useful options integrated into the app:  What is the Bell Wi-Fi app and how do I use it?

However, since you are already comfortable managing your Giga Hub directly through the modem GUI, and you do not use pods, then yes, you can absolutely continue to manage via 192.168.2.1.

@BellPatricia 

[Raka]

That's what I was confirming. However the Bell Wi-Fi app on login will do an automatic 'Optimization' and immediately merge all SSIDs into one.

I have tested this and each time I log into the Bell Wi-Fi app it will immediately do this. I then have to go back on the 192.168.2.1 Modem GUI to set it back.Once I set back the settings, I basically have 1 Golden Ticket to navigate the app, because while the app is still open it already finished the Optimization and since I changed it back and still have the app open it won't optimize again. I feel this is counter intuitive and is not the intended way to use the app. If you could please forward this to the App team to add a toggle to not optimize the App it would be helpful. Here are the steps to reproduce how to use the App as a Split SSID User that has no Bell Wi-Fi pods, as you can see it is frustrating:

1. Configure everything on the Modem via 192.168.2.1 to your liking, this includes splitting SSIDs
2. Manage the settings on the go -> Login Bell Wi-Fi App
3. Bell Wi-Fi App on login will immediately merge all SSIDs into one and optimize the frequencies, any devices on 5Ghz and 6Ghz will be rendered unconnectable
4. Go back to Step 1 and Split SSIDs
5. You can now use your existing cache on the Bell Wi-Fi app to browse the settings and do any further changes
6. If you close the app at any point and need to login again, you will need to Split your SSIDs again because the app will optimize the network ON login.

As you can see from the above, you are managing the App on the go, but have to go back to the PC (or Desktop Mode Browser on the Phone) and split the SSIDs to go back into the App. If you wish to use the App again you need to Split the SSIDs again.