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home internet blocking wifi on my work computer

have installed 5G home internet and the router is blocking wifi from my work laptop. the Wifi is either greyout or completely disappears. I have also tried to connect via ethernet directly from router and nothing. Currently have CR1000A router.

This does not happen when I use hotspot from my phone, when i go to the starbucks wifi, or my old ISP only when connected to my home router. Any help would be appreciated

wifi-option-has-completely-disappeared-v0-3w2uq0a41gjb1.jpg copy.jpg

Comments

scott31339

Super weird, but we will need more details.

Did you try both ports on the router via ethernet?

Did you turn on passthrough or any changes to the router besides rename your Wifi SSID & password?

Does the PC recognize that a cable is plugged in (or the router and get lights) but only get a 169.254.x.x autoconfig address?

What speed does it show in the details it negotiated to?

Is PC running Windows 10? What version (Start-"winver")

On Wifi - I recommend turning on the Guest network on the router (https://192.168.0.1) and see if you are able to show/connect to the Guest network.

DGonz1

Running Windows 11

I never turned on Passthrough or made any changes to router, the PC recognize that a cable is plugged

when i originally was trying ethernet it was through a switch, I tried directly from router port yesterday and it seemed to work.

I did not try to use the wifi as i wanted to work for the day.... will try again today and get you more info.

Verizon_Support

Hello, DGonz1. Help is here. Just to confirm, have you logged into your Admin site to see if the laptop is showing there? https://www.verizon.com/support/knowledge-base-227010/

-Natasha

DGonz1

was working on ethernet all weekend, but today it stopped working.

all wifi options always disappear whenever i do get laptop connected.

tried the guest network option today and it worked for most of the morning, but now its back to before were i cannot find any network unless i leave my house reboot and come back so i can see the wifi networks

i did notice that sometimes i am seeing 2 different mac address for the same laptop name.

i did try changing the SSID and pass last week but had not luck and also got a new router sent to me and still no luck connecting, did not try passthrough as i am not exactly sure how to do that for 1 laptop.

any help is appreciated

Verizon_Support

I appreciate all the steps that you have already done, Dgonz1. This is definitely a strange one since it sounds like other devices at home are not having issues with the 5G Home service, and your laptop seems to not have any issues with connecting to other networks. Are you using a VPN or anything similar with your laptop? What make & model laptop is having trouble?

-Joseph

DGonz1

Correct other devices in home are not having this issue and when I take my work laptop to somewhere else it connects just fine to whatever internet wifi is there.

I am using a VPN to connect to my work network after i have tried to connect to home network

using a HP probook running windows 11

Verizon_Support

Hello. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help.

~Ivone

Verizon_Support

Thanks for the update, DGonz1. Just curious if it is a limitation with the VPN. What happens if you try to connect to your home Wi-Fi and not use the VPN for work (understandable that you'd need to use it, but want to rule it out).

-Joseph

DGonz1

okay this is where I am now.....

the laptop will sometimes work when connected before using VPN for work. its a roll of dice if it works or does not work before i VPN into my work network

sometimes my work laptop will connect to wifi for an hour, sometimes it will connect to guest wifi for hour, sometimes it will work plugged into ethernet, but same thing happens after some time or within minutes all Wifi options disappear.

I then have to reboot outside, because if i reboot inside the wifi will NOT show up and therefore cannot connect.

Have noticed when i do connect if I plug into power or any accessory the wifi will disappear and then I will get booted out.

AGAIN... if i am at my neighbors house or somewhere else everything works normally and all devices on my home network have no issues connecting.

Verizon_Support

@DGonz1
wrote: AGAIN... if i am at my neighbors house or somewhere else everything works normally and all devices on my home network have no issues connecting.

Appericate the details you've shared. Have you reviewed the work laptop's Wi-Fi/Internet settings? By chance is there a limitation on the 5G Home connection either via Wi-Fi or directly via Ethernet? Since the 5G Home is a cellular connection, some OS will allow to limited use of a cellular connection to prevent execsive data use. Have you checked for any settings such as those, on the work laptop?

-John

DGonz1

thanks for the info, I am sorry everyone... i guess i put this thread in the wrong section and said the wrong thing.

I have FIOS Gig home internet NOT 5G home

smith6612

Honestly, this sounds like there might be a driver problem going on with the laptop's Wi-Fi Card when it interacts with the Verizon router. Have you tried to update the driver, or ask IT to update it?

When the Wi-Fi goes Gray or disappears all together, one place I like to check is the Device Manager in Windows. Right click the Start Button and choose "Device Manager" from the menu which appears. Then go to Network Adapters. You'll probably see a Wi-Fi Card made by Realtek, MediaTek, or Intel (those tend to be common in laptops). If you double click on it and see it in any state other than "Device is working properly" then I would suspect driver problem. If the Wi-Fi card doesn't show up at all, then it's possible it's switched off for some reason.

For work laptops, when using Ethernet it is possible for the Wi-Fi to be disabled by system policy until the cable is unplugged. This is usually done for security reasons. Just something to consider as well if you're connecting via Ethernet and Wi-Fi at the same time. If your phone is connected via USB, the computer may also take the phone's USB connection as an Ethernet connection and disable the Wi-Fi.

Also, if your PC happens to have the "Fast Startup" feature enabled (and it probably does, since it's enabled by default in Windows), I would recommend turning off Fast Startup. It has a tendency to cause problems like this, and it is completely unneeded if your laptop is equipped with a solid state drive.

Verizon_Support

I depend on my connection on a daily basis, so I know how important it is to have your laptop up and running, we'll be glad to help out. Is the laptop the only device not being able to connect? Have you rebooted your router?

~Freddy

DGonz1

update for today... I am able to access the internet via ethernet today, what i did was remove some other profile certificates that were on my PC. I have not tired the wifi because ethernet is working.

I did try and check the device manger but i could not access it, so hard to tell if the wifi- card is bad.

have rebooted router several times and of course the PC many times. Will try the wifi later today after work and see if removing those certificates helped.

zapy87

I get how frustrating that must be — being just a block away from FiOS and not having access feels so unfair. Sometimes Verizon’s records can be outdated or the nearby connection points are already full. The best move is to reach out to Verizon’s team on @Verizonsupport (Twitter/X) or post on the DSLReports FiOS Direct forum and ask them to open a FAST ticket.

That usually prompts their engineering team to double-check your location and confirm if service can be extended or if there’s a technical reason it is unavailable. Hopefully, it turns out to be a simple records issue and they can get you connected soon!

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