Verizon Business Internet Gateway - No Internet Connection

ktfoster

On 10/27/25, in the middle of the night, our Internet gateway went down after nearly 4 months of no issues. The gateway is assigned a static public IP address. I called into support and after about an hour they offered to replace/RMA the unit. Next business day the replacement arrives, but the activation process is stuck. I called back into support on days 3 & 4 to continue troubleshooting - first activation, then once that was resolved, the same issue presented.

The gateway status shows ONLINE.

Verizon can see the device(s) as connected, however even a simple ping test from the gateway itself fails to 1.1.1.1 and 8.8.8.8. When you connect to the built-in wifi (i.e. Verizon_PN3QDF) the mobile device reports "Connected without Internet"

The case has been escalated to the "advanced services team" at Verizon, but nothing about this process has been timely or convenient. We're on day 5 with no service.

Advanced Log show errors and there are no received packets (or minimal received packets):

Verizon_Support

We're so sorry to hear about your experience with your Internet Gateway replacement and activation, ktfoster. We're glad to hear you are already working with the correct team to ensure this is investigated and working properly. We will send you a Private Message for any additional assistance.

-Danielle