WhatsApp calling and IP TV not working with bell internet

[Krish8]

WhatsApp calling is not working with bell internet .cannot connect to any IP TV

[BellPatricia]

Hey @Krish8 

Thank you for reaching out and welcome to the Bell community 🙂

Can you be a bit more specific and let us know the exact issue that you are experiencing and which device you have (e.g. is there an error message or a particular issue that occurs and which IP TV service)?

Also, have you tried any troubleshooting so far (reboot device and modem, ensure apps and device are up to date)?

We look forward to your reply,

@BellPatricia 

[CoolRunner]

Hi everyone, I have a new bell WiFi connection, I am not able to do voice call or video call (whatsapp, messenger etc) when connected to my WiFi, but it works fine when I’m connected to mobile data.  Found a reddit thread for the same issue and the solution is reset modem.  That works temporarily and next day same issue so every day I have to reset modem. Contacted bell customer care and they did modem reset. 

Based on Google search it seems this is a regular issue.  Hoping others have faced the same problem and found a way to fix this! Thanks in advance!

Modem:  Giga Hub 2.0

SIP ALG is OFF.  Turning it ON did not help.

[Vanadiel]

Please run the Bell Wi-Fi app and ensure that Guard is off. Guard is cloud-based real-time protection algorithms and intelligence based on machine learning, upstream from the Giga Hub, which protect your system. You can find out more about Guard here. 

This setting IS NOT available in the home hub. You have to use the Bell Wi-FI app.

[CoolRunner]

 it is off/disabled 

 

 it is off/disabled 

[BellPatricia]

Hey there @CoolRunner 

Thanks for reaching out to the Bell community.

Can you please clarify a few more things?

• Which device you are using and exactly what happens when you try to make a voice/video call while connected to Wi-Fi (e.g. do you see an error message)?
• Have you tested on a different device? 
• Which SSID is your device connected to (2.4 GHz or 5 GHz), and can you test while directly connected to 5 GHz?
• Are you using any third party equipment (such as a router/pods) or a VPN?

We hope to hear from you soon,

@BellPatricia 

[CoolRunner]

@BellPatricia 

• Which device you are using and exactly what happens when you try to make a voice/video call while connected to Wi-Fi (e.g. do you see an error message)?

CR> Several devices including different phone sets, laptop, desktop etc.  get a message “Connecting” and the call does not go anywhere

• Have you tested on a different device? 

CR> Several devices including different phone sets, laptop, desktop etc.

• Which SSID is your device connected to (2.4 GHz or 5 GHz), and can you test while directly connected to 5 GHz?

CR> Used both SSID, regular and guest.  Haven’t blocked the channel/Freq.  I don’t think it is related to Freq

• Are you using any third party equipment (such as a router/pods) or a VPN? 

CR> I was using TP Link extender.  I removed it but No difference

[BellPatricia]

Good day @CoolRunner

Thanks for sharing additional information.

Could you test a bit further and switch the DNS on one of your devices to 1.1.1.1, then see if your calls are successful? If any of your devices are capable please try with a direct Ethernet connection too.

@BellPatricia 

[PK1]

@BellPatricia I have the same exact issue. WhatsApp calls dont work. Certain websites Authentications don't work when on wifi. I turned off Guard from Bell Wifi app. I tried both ON and OFF for SIP ALG. I updated DNS on my phone wifi to 1.1.1.1 but that doesn't solve the issue. I dont have ethernet cable to connect and try that. This has been happening for last 3 days. I'm on Bell Wifi in Toronto.

[PK1 · Accepted solution]

I separated my channels for 2.4, 5.0 and 6.0 GHZ wifi to different SSID and that fixed the issue.

[WelshTerrier]

Good Day & Welcome.

Thank you for sharing this information & taking the time to update the Bell Community on the fix to resolve your WhatsApp calls.

Take care.

[CoolRunner]

Thanks @PK1.  I will try it today.   How did you create 3 SSIDs for these three bands? 

There are two available  "Primary Wi-Fi network" and "Guest Wi-Fi network"

[BellNick]

Hi @CoolRunner 
For information on splitting up your SSID's, we'd recommend checking out our support thread Splitting SSID for IOT device configuration.
If you have any further questions, please do not hesitate to contact the Community.

[BellPatricia · Accepted solution]

Good day everyone 🙂

We wanted to jump in here with another suggestion. Can you please try enabling privacy mode via Guard? You can find a step by step here: Enabling the privacy mode

Please let us know if that helps.

@BellPatricia 

[Jaspreet]

I am intermittent issues with Bell Canada internet / Bell Giga Hub 2.0 causing apps/services to stop working until the modem is rebooted?

I recently switched to Bell and have been having two issues that seem related:

WhatsApp calling issue:

After some hours of uptime, I can no longer make or receive WhatsApp calls while connected to Bell Wi-Fi.

Calls work fine on mobile data.

If I disconnect Wi-Fi, WhatsApp calls work instantly.

Multiple phones are affected.

People outside my network also can’t call me on WhatsApp when the issue happens.

Rebooting the modem fixes it temporarily, but the issue comes back later.

Hik-Connect issue:

At around the same time WhatsApp stops working, I also can’t remotely view one of my camera systems on cellular data.

The cameras/DVR are connected to Bell internet via Ethernet.

Device status shows Online in Hik-Connect.

I can view them on home Wi-Fi.

I can’t view them on cellular when the issue happens.

Other camera systems in the same app work fine.

Rebooting the Bell modem temporarily fixes this too.

Things I’ve tried:

Changed DNS

Disabled IPv6

Enabled UPnP

Disabled Bell Guard in the Bell Wi-Fi app

Rebooted modem many times

Disabling IPv6 seemed to help for a bit, but the issue came back.

I called Bell support and the first rep kept insisting it was a WhatsApp issue and told me to reinstall the app / check roaming settings, which makes no sense because the issue affects multiple phones and is instantly fixed by rebooting the modem.

A second Bell rep “reconfigured” the modem remotely and I’m monitoring it now.

This feels like:

firmware bug

NAT table/session issue

Bell Guard/security filtering issue

or defective modem hardware

Has anyone else had this with Bell / Giga Hub? A y suggestions on how to fix it. I use what's app calling a lot to connect with extended family so can't live without it. I may have to cancel the services if this doesn't resolve soon.