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g3100 2.4ghz wifi access point status: disconnected

For about a month now, my g3100 router will, on a near daily basis, render the 2.4 ghz wifi access point disconnected. All other connections remain connected. I’ve seen only one other post about this issue from someone else a month ago with no further help.

The only “solutions” involve rebooting the router, factory resetting the router, and resetting the ONT. All of these actions, when complete, returns all connections to the connected status. A temporary solution, as the 2.4 ghz network will just become disconnected again within 24 hours, sometimes twice in the same period.

One time in particular, the broadband connection specifically was listed as disconnected. At this point of course, not a single connection, wifi or ethernet, had internet access. It was at this point that resetting the ONT brought the broadband connection back to connected.

At one point, the router managed to perform perfectly for several days in a row. But of course again today, the 2.4 ghz network became disconnected.

For anyone else experiencing this issue, I’m convinced it must either be a faulty router, or verizon needs to update the system firmware to solve whatever is causing this strange issue.

I’ve contacted verizon and they’ve said they’ve agreed to send a replacement router, but that was a week ago, and I‘ve received no updates or shipping information since.

I have security devices that are only able to connect to the 2.4 ghz network that are now rendered useless half the time. At first I blamed the devices, until I saw my roku tv was also repeatedly losing connection and finally checked the router settings.

I’m truly disappointed in verizon’s response, or lack thereof.

Comments

Cang_Household

Are you sure when G3100 says certain connections are "disconnected," the connections are actually disconnected?

G1100's ethernet, 2.4GHz, and 5GHz are sometimes always shown "disconnected." But the connection is still there regardless.

rdm67

Yes, they actually are. The only reason I actually discovered this in the first place is because the devices on the 2.4 ghz wifi network would lose internet access.

And if I look to find the available wifi networks from any device when the access point status reads “disconnected”, the 2.4 ghz network will be missing while the 5 ghz network will still be available and internet connected. And of course, ethernet connected devices also remain connected to the internet.

Cang_Household

Just to ask another question, is G3100's Self Organized Network (SON) turned on? If so, turn it off. That may be the cause of your problem. Otherwise, I would suggest you to contact the tech support department.

kindmadre

I do not believe this is a Verizon router issue. I do not use a Verizon router and have been having the same issue.

rdm67

Yes, SON is off. The problem did likely first occur when it was turned on, but it was also after months of use. However, SON has been off for the past month or so, and the problem continues to occur.

A replacement router is on the way now, and it’s supposed to arrive Monday. The first time I requested a replacement router, the representative insisted I would have the replacement shipped to me in two days. They sent an email with a ticket number, but no further updates and they never shipped anything.

After making another call a week later, and waiting hours again with customer service, and with the help of a supervisor, they actually shipped the **bleep** thing this time. No one had an answer for why it wasn’t done the first time. Gotta love it.

smith6612

Just curious. Have you tried playing around with channels and moving the router off of automatic channel selection? Noisy or dense environments may have the router hopping all over the place, getting interference, and making devices unhappy. Start with channels 1, 6 and 11 first. Use the other channels only as a last resort, since they are overlapping. See if any of them have a positive effect on your network stability.

I would also start ruling out certain devices from your network. If the problem happens frequently enough to take note of which devices are chatting or connecting when the radio fails, that will be useful info. Could be a bad device, could be a driver issue in the FiOS router. Could be anything.

rdm67

I think the best way to explain that it is most certainly a firmware issue lies in the fact that I have changed literally nothing in the time since my last post. I do not have the energy to exhaust any further needless hours diagnosing an issue I cannot solve anyway nor am being paid to solve.

The results? The issue occurred maybe once or twice a few days later, and then never again up to current day. For everyone else having this issue, I am sorry to say I have absolutely no clue why any of it is happening (or as of right now for some reason, not happening.)

But for the love of god, can someone at Verizon at least try to look for some bug in the software that could cause this behavior?

dcd122

Having the same issue here. Has anyone seen any resolution?

Greg611

Another user said this...

Important Update: In August 2021, Verizon is forcing a major firmware update of the G3100 that will include a new UI.

Upgrading the Verizon G3100 Firmware

Facts first – there’s no official way to manually upgrade the firmware through the Verizon G3100 system settings.

There is a painful workaround and that it is to a full hard system reset.

To do a full hard system reset on the Verizon G3100, while it’s plugged into power, you need to press the red reset button on the back for about 15 seconds. But be warned it erases ALL your settings!

Why does a factory reset upgrade the Verizon G3100? Talking to Verizon support on the phone as part of a factory reset, when the G3100 router reconnects to Verizon it will download and reinstall the latest firmware as part of the process.

I know this isn’t ideal, don’t blame me, I don’t work for Verizon. But it did work for me when my G3100 got corrupted during one of Verizon’s overnight forced firmware updates.

Greg611

The new firmware update should be ver. 3.0.0.14.

Cang_Household

Why would you need to manually upgrade the firmware? If your G3100 is the primary router on your network, meaning it has its WAN port directly connected to the ONT, then it should automatically pull the update from Verizon backend. The only probable reason for manual firmware upgrade is if you have the G3100 behind another NAT and/or firewall.

I am not sure where you got the information on the update, but it is not entirely accurate.

The firmware rollout of 3.1.0.12 (not 3.0.0.14) just started this Tuesday, and will continue likely to the end of the month. G3100, unlike the G1100, does not have a hidden firmware upload feature. A complete factory reset is required if you would like to receive the update after the normal rollout. After the upgrade, users may have their prior port forwarding rules wiped out. Verizon has sent or is in the progress of sending email notifications to affected customers; however, the firmware may already got upgraded by the time the user saw the email.

The new UI is a minor point of the upgrade. Other major features include tri-band control, IoT SSID/subnet, and security/firewall patches.

rsheftel

After having my G3100 router work perfectly fine with both 5GHz and 2.4GHz (SON is off) for about 4 months this issue just started for myself as well in the last week. Same problem as the other, it will work after I reboot, but then the 2.4GHz will change to "disconnected" status and all my 2.4GHz devices will disconnect. A reboot fixes the problem, but then the issue happens again in a few days.

It could be coincidental, but when the issue appears the UI (accessed from 192.168.1.1) is very slow and unresponsive.

Firmware version is 3.1.1.20

Anyone from Verizon have input on this issue?

[Deleted User]

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