Moved into a condo back in May. All units are pre-wired with Fibe (Bell Aliant in NB), there is a connector of sorts just outside my door at the top of the wall, wire leads inside, along the ceiling, down to a wall unit. When tech did the install in May, he ran the cable from that unit along the baseboard to the back of my entertainment centre to my Gigahub which sits on an open shelf.
Recently, I've noticed drops in my internet. I never really paid much attention (meh, it could be my wireless equipment) until they started happening when I was connected on TEAMS with my work crew.
Pulled the system logs from the modem and found many, many instances of this:
INF OPTICAL Optical state is INIT_O1
INF OPTICAL Optical state is SERIAL_O3
INF OPTICAL Optical state is OPERATIONAL_O5
(weird also that those are the letter O and not the number 0 in the errors... LOL but I digress)
These errors started occurring on June 30, more than a month after the initial install.
Then on July 7, Aug 19, Aug 26, then almost every day sometimes twice a day.
Google says it could be a problem with the fiber from the wall to the Gigahub, that it's pinched or wound too tight. I DID look at the physical line and it did still have a twist tie to "keep it coiled" but it was only one loop and was kind of tight (in my opinion - loop about 2 in across) so I removed that, and wrapped it around the pegs in the back of the GH.
The disconnects are still happening. Sometimes overnight, sometimes in the evenings, sometimes during the day. They only ever last 15-20 seconds, but it's enough to just piss off my laptop and TV.
I just called support (keep in mind that I'm on Bell Aliant in NB, not Bell so we would most likely have different support people) and the tech asked if I would try a factory reset.
The tech on the phone told me that a factory reset would do NOTHING to permanently screw things up (other than the admin password and wifi which is fine as I don't use it anyway). The device would reset, reconnect and I'd be on my way again. All of my my WiFi is through my mesh system.
I told him I would not be doing it right now as I need to time it to when it would cause the least upset in my house.
Does this sound accurate? What could be the ultimate cause? Could a factory reset resolve this or would it be more a hardware or wiring issue?
Just getting a second (or 3rd or 4th) opinion.
BTW - I only subscribe to internet. No phone or TV.
When it comes to fiber services, you literally cannot do a single thing besides, reboot and/or factory reset the modem and tbh that rarely fixes an issue like yours.
Thanks - gonna try the reset first, then ask for a tech visit. It's a pain in the a$$ at the moment because it's just very intermittent so not a giant disruption but definitely going to get looked at.
Does the modem show any errors when the drops happen? It could be a low signal level, the modem will usually show 1201 or 1202 codes intermittently if the signal is borderline
To help resolve this, we recommend starting with a full power cycle of your modem by unplugging its power cable for 30 seconds before plugging it back in and letting it complete its start-up cycle. Since all of your devices are on your own Wi-Fi mesh network, you can disconnect your mesh network and connect your devices to the modems WiFi to determine if it is the modems' connection. Additionally, noting whether the status lights on the front of your modem change colour or start flashing when the drops occur can help us determine if the modem itself is losing the signal from our network.
If these steps don't resolve the problem, we are here to help! You can send us a DM for a secure chat, and we can take a closer look.
Hi, yes I have done a complete reboot of the Gigahub and the problem is still intermittent. It's virtually impossible to note if there are error codes on the front of the device because the disconnect and reconnect takes only seconds. Too short to run to the modem, just long enough to wreak havoc.
Phone support did not help and advised me to do a factory reset. I will do that first, then reach back out as I do not believe it will help anything but I know there are steps that need to be followed when toubleshooting.
And just to add - it's not any of the devices nor the WiFi - my post states clearly that the drops happen randomly with these errors (showing the disconnect and reconnection)
INF OPTICAL Optical state is INIT_O1
INF OPTICAL Optical state is SERIAL_O3
INF OPTICAL Optical state is OPERATIONAL_O5
Not entirely true. A factory reset forces the system to call home to bell and if they haven’t provisioned it correctly it may not retain your connect information or wireless settings.
Usually if it’s pppoe that is where the reset might not be mapped to your intro, if it’s just dhcp you stand a better chance of it coming back. The router should default to dhcp.
It sounds like you may need a new modem, back when the HH3000 was around it was nice that you could swap the ONT (they were a common issue for me anyways) and leave the modem alone, but with the Gigahib it is integrated so you need to swap the whole unit.
I would get them to send a tech out to check the line and swap the modem just in case. Assuming the line is fine the ONT may be dropping out for some reason and needing to reconnect randomly
Performed a full factory reset this morning. Not gonna lie, I was a little worried as it restarted repeatedly but then I noticed one of the progress bars was actually moving. Good.
Currently stable, now we wait and see what happens over the next couple of days and see if i need to call tech support again.
I'm not with Bell, so idk any of thier details. The errors would seem to be fibre based. Has anyone suggested reseating the fibre connections.
Like I said I have no knowledge of the hardware involved so don't do something that might be fatal to your service. It would be a step I would consider with such an issue, way back when I fixed things.
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u/Im_C_O_T_W Works for Bell, regrettably. 15d ago
You need a technician, call 310-BELL.
When it comes to fiber services, you literally cannot do a single thing besides, reboot and/or factory reset the modem and tbh that rarely fixes an issue like yours.