masif
join:2012-08-19
Mississauga, ON
1 edit | Bell Canada Fibe25/10 can ping but cannot browse frequently NOTE: I see a post in Bell Canada Direct Support, subject is similar, can someone please tell me if this is a frequent issue with Bell?
I got Bell Fibe25 internet connection and am using Connection Hub, this is the same setup as I have in my previous home (different location), and the problem I am going to explain has happened on both locations exactly the same:
Setup:
Internet -> Bell Connection Hub -> Linksys E4200 (TomatoUSB) -> Home Network (voip phone, laptops, iphone, ipads etc etc)
DNS: I use OPENDNS servers
Problem:
I am experiencing a weird problem, very intermittently ( sometimes quiet often) my Internet connectivity drops regardless if I am connected via wired or wireless, doing heavy browsing or not, heavy downloading or not, in the night when no browsing or downloading is going on:
1. My VoIP phone loses connectivity
2. My online streaming contents losing connecivity
3. Two of my laptop's can browse any sites.
4. iPad/iPhone can't browse any sites, check any emails
All the devices loses connectivity, but yet, if I try to ping any public IP address (for eg., 4.2.2.2) I can ping, in every situation. The Bell Connection Hub shows all the right lights, the modem status on the web UI states connected and shows my dynamic IP.
The only way to get it fixed is to reboot the Bell modem, after which everything comes back.
Now in order to simplify troubleshooting I did remove all the other components:
Internet -> Bell Connection Hub -> Wired -> VoIP Adaptor
Internet -> Bell Connection Hub -> Wireless -> Laptop,iPhone, iPad.
Still same. By the way I had worked with Bell tech's and they have clearly ruled out line issues at my previous location as well as new location.
Any suggestions? |
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kovy
join:2009-03-26
kudos:8 | said by masif:NOTE: I see a post in Bell Canada Direct Support, subject is similar, can someone please tell me if this is a frequent issue with Bell?
I got Bell Fibe25 internet connection and am using Connection Hub, this is the same setup as I have in my previous home (different location), and the problem I am going to explain has happened on both locations exactly the same:
Setup:
Internet -> Bell Connection Hub -> Linksys E4200 (TomatoUSB) -> Home Network (voip phone, laptops, iphone, ipads etc etc)
DNS: I use OPENDNS servers
Problem:
I am experiencing a weird problem, very intermittently ( sometimes quiet often) my Internet connectivity drops regardless if I am connected via wired or wireless, doing heavy browsing or not, heavy downloading or not, in the night when no browsing or downloading is going on:
1. My VoIP phone loses connectivity
2. My online streaming contents losing connecivity
3. Two of my laptop's can browse any sites.
4. iPad/iPhone can't browse any sites, check any emails
All the devices loses connectivity, but yet, if I try to ping any public IP address (for eg., 4.2.2.2) I can ping, in every situation. The Bell Connection Hub shows all the right lights, the modem status on the web UI states connected and shows my dynamic IP.
The only way to get it fixed is to reboot the Bell modem, after which everything comes back.
Now in order to simplify troubleshooting I did remove all the other components:
Internet -> Bell Connection Hub -> Wired -> VoIP Adaptor
Internet -> Bell Connection Hub -> Wireless -> Laptop,iPhone, iPad.
Still same. By the way I had worked with Bell tech's and they have clearly ruled out line issues at my previous location as well as new location.
Any suggestions?
I had this problem, had to change my profile to a fibetv profile... it fixed the issue for me. |
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masif
join:2012-08-19
Mississauga, ON | Thanks.
So how did you request that? |
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kovy
join:2009-03-26
kudos:8 | said by masif:Thanks.
So how did you request that?
Try direct forum. |
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masif
join:2012-08-19
Mississauga, ON | Thanks, I have the same post up there too.
 |
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kovy
join:2009-03-26
kudos:8 | Cool, hopefully it fixes your problem... which was really annoying to me too. |
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| reply to masif
I'm having exactly the same issue, I switched from Fibe 10/1 to Fibe 15/10 and at least once a day the problem occures. Really really annoying... |
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masif
join:2012-08-19
Mississauga, ON | reply to kovy
@Kovy: so now you are not having any sort of disconnect issues right? |
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kovy
join:2009-03-26
kudos:8 | said by masif:@Kovy: so now you are not having any sort of disconnect issues right?
Nop, it's all gone. But you need to make sure you have the same problem... this doesn't fix a losing sync situation. |
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| reply to masif
See this thread: »[Internet] Fibe 25 modem outages - can ping, but nothing else wo
A profile change solved the problem for me. |
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masif
join:2012-08-19
Mississauga, ON | reply to masif
Hi everybody,
An update just got a response back from direct forums, my profile has been switched to v26944-26944_8128-1600_82412 as of noon today.
Tech has mentioned this is the correct profile that has been used with other members account to fix similar issues.
Let hope that the problem is finally over now |
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| we have the same random browsing issues too with the Bell Connection Hub (black modem). Sagemcom 2864
we previously had the 2wire (white modem) and upgraded to 18mb down / 7mb up guaranteed. seems that is when our problems started. we only use for internet, and don't have fibe tv service.
Bell tech support don't escalate the issue because they perform a line test remotely, and everything is always ok.
we also replaced the modem, and the random browsing disconnects continue.
also very difficult to reproduce the problem on demand.
we use dropbox service, have 20 users, and the issue happen ~5 times per day, and then after 5-10mins we are able to browse again.
while browsing is down, any ping to google.com/domains continue to work, modem lights remain on, our skype VoIP phones work, so only the web browsing is affected. "tech" the internet is up, but browsing is affected for some reason.
perhaps dropbox is using bandwidth, which the modem or line cannot sustain? our current profile is set to vdsl2 (bell tech support is able to confirm)
speedtest.net show 25MB down and 7MB upload.
we have changed to public google DNS servers too, and the same issues continue.
what does the maintenance profile do, as others suggested?
why doesn't bell tech support have any logs of our support calls or take action on our complaints?
we are all paying customers, and this is very frustrating!!
we'll try this maintenance profile suggestion, since it seems to be working for other users. confirm back when implemented and tested. |
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| update:
bell tech arrived, changed the wiring, jumpers, and set a new interleave profile V26944-20032_11328-2048_66211
our browsing interruptions on the sagemcom 2864 are gone!
we called bell support multiple times in the past, but they never saw any issues with their remote line testing tools, so they would never escalate the issue and always indicate to verify all equipment after the modem (our internal network). after reading about several other users having the SAME issue, I complained to supervisors, and they finally dispatched a bell tech who seems to have fixed the problem.
hope this post and solutions help others who run into this very frustrating browsing issue. (remember any ping or line is never offline, only random browsing interruptions)
thanks! |
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ruggs
join:2012-03-26
Ontario | Glad it all worked out for you, enjoy! |
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masif
join:2012-08-19
Mississauga, ON | reply to masif
Yeah, not a single disconnect since 11-Dec, 10 days of non-disruptive service
My problem is gone. |
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 Glen1These Are The Good Ol' Days.Premium,MVM
join:2002-05-24
GTA Canada
kudos:7 | reply to masif
My question is: if Bell knows about this problem, when are they going to address it? |
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| said by Glen1:My question is: if Bell knows about this problem, when are they going to address it?
agreed. I would love to know what exactly is it about the profile / port settings that cause this. |
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ruggs
join:2012-03-26
Ontario | reply to Glen1
I believe not all profiles work for everyone, as techs we're SUPPOSED to do a 'final test' but a lot of times this doesn't happen... Also the limited time we're there, the problem may not rear its ugly head... |
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| said by ruggs: Also the limited time we're there, the problem may not rear its ugly head...
Thats just it, we can't be expected to wait around all day incase it MIGHT go for a crap.
I love to know if it's tied to Alcatel or Lucent equipment. Or a specific revision of one of the slot cards.
--
Opinions and ideas expressed in my post are my own and in no way represent those of Bell Canada Enterprises, Bell Canada, Bell TV, Bell Internet, Bell Mobility, Bell Technical Solutions, Expertech, or any other partners under the BCE umbrella. |
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| This ping works but browsing doesn't issue is Sagemcom specific.
Issue was definitely 'fixed' for me by switching over to a spare Cellpipe modem. |
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