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My service is not working

Virtual repair support

If you’re having trouble with your service, try our Virtual repair tool. It detects and fixes most issues with Fibe Internet, Fibe TV, Fibe TV app and Home phone services.

Virtual repair will check if the Bell hardware and network outside your home are working, as well as reboot and optimize the settings of the equipment inside your home. If a technician visit is required, the tool will help you book a repair appointment.

Run Virtual repair

Let us do the troubleshooting. Our Virtual repair tool will detect and fix most issues or help you book a technician visit, if necessary.

Run Virtual repair

Or, you can use the following tips to troubleshoot the problem yourself.

Bell Internet

  • Ensure the modem and any applicable equipment have power
  • Depending on your Internet technology, you may have either a fibre cable or a phone line connected to the back of the modem:
  1. The fibre patch cord should be connected firmly to the FIBRE port on the modem

If your modem connects to a phone line, the phone cable, there may be two in some cases, should be connected to the wall jack and to the DSL or DSL1 port on the modem.

  • Reboot your modem
  • Remove any third-party Internet-enabled devices
  • Ensure you are connected to your Bell network:
    • Wi-Fi – connect to your in-home Bell Wi-Fi network (see network name on modem)
    • Wired – connect directly to the modem using an Ethernet cable connected to one of the LAN ports on the modem
  • If applicable:
    • Restart your computer and other Internet-connected devices
    • Disconnect and reconnect your Wi-Fi pods if you have them
    • Try using a different browser
    • Try accessing Internet using another device

See more helpful troubleshooting steps for Bell Internet

Wireless Home Internet

Wireless Home Internet service from Bell brings Internet connectivity to a select number of rural communities in Ontario, Québec and the Atlantic provinces through our wireless network (cell towers).

  • Ensure the modem and Power over Ethernet (PoE) adapter have power
  • Ensure the PoE is connected to the modem:
  • Remove any third-party Internet enabled devices
  • Ensure you are connected to your Bell network:
    • Wi-Fi – connect to your in-home Bell Wi-Fi network (see network name on modem)
    • Wired – connect directly to the modem using an Ethernet cable connected to one of the LAN ports on the modem
  • Reboot all equipment:
    • Reboot the PoE adapter (disconnect the power cable to the PoE adapter wait 30 seconds then reconnect it back in)
    • Reboot the modem (disconnect the power cable wait 30 seconds then reconnect it back in)
    • It could take up to 5 minutes for your services to reconnect
  • If applicable:
    • Restart your computer and other Internet connected devices
    • Try using a different browser
    • Try accessing Internet using another device

See more troubleshooting steps for Wireless Home Internet

Let us do the troubleshooting. Our Virtual repair tool will detect and fix most issues or help you book a technician visit, if necessary.

Run Virtual repair

Or, you can use the following tips to troubleshoot the problem yourself.

  • Ensure your ringer is turned on
  • All phones are properly hung up
  • If your phone requires power, ensure that it is connected to a power outlet
  • If using a cordless phone, try changing the channel or frequency (you may need to consult your phone user guide)
  • Disconnect and reconnect phone lines from both the base and the wall jack
  • Connect the phone to a different wall jack (if available)
  • Connect a different phone (if available) to the affected wall jack
  • Ensure that there is no physical damage to your phone lines inside your household
  • If your Bell services are powered by fibre technology, you may have additional troubleshooting steps to follow:
    • Ensure the Internet modem has power
    • Check the modem for any messages or lights indicating there is a problem with your Internet connection
    • See more troubleshooting steps for Internet

See more troubleshooting steps for Home phone

Let us do the troubleshooting. Our Virtual repair tool will detect and fix most issues or help you book a technician visit, if necessary.

Run Virtual repair

Or, you can use the following tips to troubleshoot the problem yourself.

Fibe TV

  • Ensure the following:
    • The receiver and TV have power
    • Connections on your modem, receiver, TV and other TV equipment is securely connected
      • The green link LED is on
      • Wired – the cable is running from the modem to the receiver
      • Wi-Fi - make sure your receiver is in range by verifying the Wi-Fi signal LED
    • Wireless Receiver Transmitter (VAP) has power and Ethernet cable is connected to modem
    • You haven't recently changed any connections or moved any equipment out of Wi-Fi range
    • Your TV is on the correct input
      • Consult your TV manual on how to change input
      • Commonly used inputs include HDMI, AV and component
  • Disconnect and reconnect the power from your receiver for 30 seconds
  • Check the modem for any messages or lights indicating there is a problem with your Internet connection
  • If you’re experiencing video/audio issues:
    • Only on one channel, the problem may be with the source or network
    • On some or all channels, further troubleshooting is required

See more troubleshooting for Fibe TV

Satellite TV

  • Ensure the following:
    • The receiver and TV have power
    • Connections on your receiver and TV are securely connected
    • The satellite cable is connected to the SAT-IN connection on the back panel of your receiver
    • Your TV is on the correct input
      • Consult your TV manual on how to change input
      • Commonly used inputs include HDMI, AV and component
  • Disconnect and reconnect the power from your receiver for 30 seconds
  • If you’re experiencing video/audio issues:
    • Only on one channel, the problem may be with the source or network
    • On some or all channels, further troubleshooting is required

See more troubleshooting for Satellite TV

Fibe TV app

  • Ensure that you are using :
    • The latest supported browser (Chrome, Firefox, Safari) or latest version of the Fibe TV app
    • An Internet connection of at least 15 Mbps
  • The Fibe TV app requires your MyBell username and password to log in if not connected to your Bell home Internet.
  • Web browser:
    • Clear cache
    • Close and relaunch browser
  • Streaming device
    • Exit and relaunch the app
    • Restart the device
    • Uninstall and reinstall the app
  • In the account settings, review the number of connected devices (maximum of 5)

See more troubleshooting for the Fibe TV app

Problems may be related to the device settings, the device itself (i.e., broken hardware) or other factors. For general troubleshooting, please review the following:

For device-specific information from the manufacturer, visit our Phones, tablets and Mobile Internet section, select your device and look for the manufacturer support link.

See more troubleshooting steps for Mobility

Bell Community forum

Find even more support by searching topics or posting questions in our forum.

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