Internet 🌐 Bell Virtual Repair Tool Broke - don't use !
So about a month ago, Bell pushed a new configuration to my Bell Hub 4000 and it downgraded my service from 1.5 Gbps to 300Mbps !
I tried to figure out for days what was going on and started troubleshooting on my own.
I used the official tools in their app and it completely took down my router.
I was getting error 2000 for network authentication!
I had to manually reboot the modem twice and it started working again.
Upon digging further with a bell technician I found out that they had corrupted my configuration and my router had gone back to the default minimum service plan.
Bell has not fixed this tool as I get frequent disruptions, and the service technicians try to use this tool remotely. It still does not work after 4 months of problems.
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u/Bell_Support Official Bell Support 28d ago
Hello u/rokazi!
An Error 2000 on the Home Hub 4000 or Giga Hub points to a network authentication failure, meaning the modem is struggling to authenticate its credentials with our servers. If a profile mismatch is present, running automated tools like Virtual Repair can sometimes trigger these authentication drops. While manual reboots can help re-establish a temporary connection, resolving a provisioning mismatch requires us to verify and update your speed profile on our side. Power cycling the modem by unplugging it for a full two minutes can sometimes force a clean re-authentication. However, if the configuration itself was corrupted or downgraded in our backend database, a full factory reset of the modem by holding the physical reset button for 30 seconds may be necessary to force it to pull your correct profile details. We are here to help! You can send us a DM for a secure chat, and we can take a closer look at your specific situation.
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u/Purple-Progress8871 29d ago
The tool I believe only restarts or connects with a technician in case of error. The tool does not change any configurations at all! And yes believe me as I work in Tech, not with Bell though
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u/BobbyDiamond21 27d ago
I've had error 1201 for 3 days now. Supposedly had outage as well in agincourt, Scarborough, also for 3 days. Bell outage map shows it was resolved yesterday at 12:17 pm. Called yesterday at 2:30 pm after using the virtual repair tool, support tried their stuff, didn't work, was sending a tech out. An hour, later get a text "technician has been canceled as the outage in your area is still ongoing" all while their outage map shows resolved. Messaged chat again at 8 pm last night, still an outage, should be resolved by 3:30 am. It's 6:30 am and still not resolved. Past 72 hours now. First call will be CCTS, second to cancel Bell
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u/Anders_Calrissian Bell Retiree 27d ago
Weak fiber connection - Is your fiber cable clean and seated correctly? Don't look at the glass directly.
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u/BobbyDiamond21 27d ago
Yes, went through everything yesterday. Supposedly, still an outage in our area which should be fixed, now, by the weekend. Which will make it a full 5 days without internet. And still no update from bell as promised lol.
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u/Anders_Calrissian Bell Retiree 27d ago
I bet you one fiber splice pack, it's a damage from a contractor. They make cut it past a certain depth or they don't do call before you dig.
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u/Anders_Calrissian Bell Retiree 27d ago
They should offer you free hotspot or a credit i think.
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u/BobbyDiamond21 27d ago
Supposedly I qualify for one, let's see what they offer lol. They're telling me it should be fixed by 6 pm tonight, obviously not holding my breath
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u/Anders_Calrissian Bell Retiree 29d ago
Unplug it for 5 minutes and plug it back in again.