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HomeFusion disconnecting 5+ times per day, out 5-10 minutes each time

garc

HomeFusion is disconnecting 5+ times per day, out 5-10 minutes each time.

When it is up, it is fabulous. Signal quality is always great.

Main router page says just Connecting... when this happens.

Any one know why? Thanks.

Router logs show this:

Oct 23 20:48:20 2012	System Log	WAN LTE	CAN-Tr69 open admin pdn: pstate(0,0), ifstate(2,2)
Oct 23 20:48:20 2012	System Log	Debug Msg	dbg> mt_cwmp_init_transaction - cwmp->sess (nil) 0 event_code 4 0 0
Oct 23 20:48:18 2012	System Log	WAN LTE	Detect an event code : 0 - state 2 (3)
Oct 23 20:48:18 2012	System Log	WAN LTE	Detect a PDN event : ME DETACH - state 2 (3)
Oct 23 20:48:18 2012	System Log	WAN LTE	Detect a PDN event : ME PDN DEACT 3 - state 2 (3)
Oct 23 20:48:18 2012	System Log	Debug Msg	dbg> if_tryup: ifstate(1,2), pstate(0,0,0), 1(3)
Oct 23 20:48:18 2012	System Log	Debug Msg	dbg> if_disconn: states (1,-0),(0,0,0), reason 1, Enabled(3)
Oct 23 20:48:18 2012	System Log	Debug Msg	dbg> if_notify: 3->2, states(1,2) (0,0,0), 1(3)
Oct 23 20:48:18 2012	System Log	Debug Msg	dbg> if_notify: 4->3, states(1,2) (0,0,0), 1(3)
Oct 23 20:48:18 2012	System Log	Debug Msg	dbg> rm_conn(0): state(3,3)
Oct 23 20:48:17 2012	System Log	Debug Msg	dbg> rm_conn(3): state(0,3)
Oct 23 20:48:16 2012	System Log	Debug Msg	dbg> rm_conn(2): state(3,3)
Oct 23 20:48:16 2012	System Log	Debug Msg	dbg> rm_conn(1): state(0,3)
Oct 23 20:48:16 2012	System Log	Debug Msg	dbg> tm_close_pconn: mdmerr 0 state 8 reason 14
Oct 23 20:48:12 2012	System Log	Debug Msg	dbg> if_disconn: states (8,-0),(3,0,3), reason 14, Enabled(0)
Oct 23 20:48:12 2012	System Log	WAN LTE	Forced IMS disconnection (0)
Oct 23 20:46:44 2012	System Log	Debug Msg	dbg> ver_conn(0): state 3, Enabled(1)
Oct 23 20:46:21 2012	System Log	Debug Msg	dbg> add_conn(0): state 2 Enabled(0)
Oct 23 20:46:21 2012	System Log	WAN LTE	Detect a PDN event : ME PDN ACT 1 - state 9 (0)
Oct 23 20:46:20 2012	System Log	Debug Msg	dbg> add_conn(0): state 0 Enabled(0)
Oct 23 20:46:20 2012	System Log	Debug Msg	dbg> rm_conn(0): state(3,0)
Oct 23 20:46:18 2012	System Log	WAN LTE	Detect a PDN event : NW PDN DEACT 1 - state 9 (0)

Comments

Verizon_Support

Fabulous service should be yours all the time garc! With the disconnects you're describing, let's start with a simple reboot http://bit.ly/ZK9Ch8 of your router and cantenna. It may take about 10 minutes for everything to re-register and restore, but it's a great way to get those connections to be amazing all the time.

Keep me posted if this doesn't help.

JenniferH_VZW

Please follow us on Twitter @vzwsupport

scott21

rebooting not gonna help its a bad firmware update that happened in august. this needs get fixed and soon. the morons the vendors must been half sleep for releasing a bad firmware and now taking there sweet time fixing. i say to all having this issue is to keep calling or demand a credit until fixed.

I'm giving this til next month and i am gone.

jonusko

I am seeing the same thing. Some days it does not disconnect, today it has disconnected twice already. It automatically reconnects in 5-15 minutes. Is there anyway to determine if it is an antenna or network issue?

scott21

I am not sure what part you dont understand but new router/ antenna not gonna help period. its a bad firmware causing this.

jonusko

Glad that you are so confident on the cause, but I never asked about a new router/antenna. My question was how do you find out if Verizon is experiencing a 4G network or internet infrastructure outage? BTW, it is also possible that proper fix requires an update to the hardware which Verizon would not want to roll out to all customers if they could avoid it. Unless I hear the root cause analysis directly from the engineers working on the issue, I view all discussion of the cause as pure speculation.

garc

I can tell you that those dbg messages weren't in the log when I first got HomeFusion, then after a while they were.

As I don't know when the firmware was updated, I can't say for sure, but I suspect scott21 is correct about the bad firmware update. I guess I am patiently waiting for another firmware update to correct the issue. My other choices are very limited.

And no, power cycling the HBR and HBA do not help.

I wish I could get a straight answer from Verizon, but they are more impenetrable than DMV.

Best of luck guys.

scott21

Yeah this sucks hope it's fixed soon.

scott21

It has been confirmed a bad firmware update. And this is person i talked to head of verizon's homefusion. And on top of that the vendor/ manufacturer is aware of it.

wongat

Hi Jennifer @ Verizon

A simple reboot of the router and cantenna is not going to permanently fix this issue. Its been going on at least since August 2012. The issue is a bad software on the cantenna and its affecting areas such as KY, GA, TN, and OH. I have emailed the manufacturer of the cantenna, I think its PCI and they emailed me telling me that its a known issue but no idea when it will be fixed. It could be a few week or a few months or possibly at least a year.

I think what Verizon should do is refund the money including installation and any fees paid for the service to all affected customers and take down the service until fixed or find a new manufacturer for the Cantenna or work with the engineers with PCI to come up with firmware fix asap. This issue is obviously affecting enough customers where telling your customers to wait is not going to work anymore. I don't mind waiting if I know that a fix is definitely coming and an actual date. Its very frustrating to have a company not support their customers in coming up with a fix on this asap such as a solution within the next 2 weeks. I was in the middle of taking another exam and got an F on it because your service disconnected me.

I think I might join the bandwagon and if this issue is not fixed by the end of January 2013 I'll be calling for a full refund. I am not confident that a permanently fix will be generated by Jan 2013 which is sad. Is anyone else with me - I mean what is it going to take for Verizon to come up with a solution on this permanently. The sad part of all of this is Verion tells me its an issue with a firmware on the cantenna and the manufacturer of the cantenna tells me to be patient and wait for a fix and when I pressed the issue some more, the manufacturer of the cantenna tells me Verizon has to approve the fix but Verizon says they are waiting for a fix from the manufacturer. So, I am not sure what it is.

janrip

Mine is also dropping, about every five minutes for about 15 seconds then it connects, never shows that it had disconnected. I have tried rebooting cantenna, router etc. everytime I call verrizon I get the same BS as well. ready to change not just my internet but cell service as well.

jonusko

I'm curious, do we all have the same hardware and firmware? Mine is:

	HBR	HBA
Firmware Version:	8.8.H.L	20.9.49.300.48.5
Model Name:	TG790	LTE-DTV
Hardware Version:	GANT-F	0GA

According to the log file, I had 9 disconnections in 9 days and then none since Tuesday.

janrip

Yep thats what mine is.

garc

Looks identical to me.

Firmware Version:

8.8.H.L

20.9.49.300.48.5

Model Name:

TG790

LTE-DTV

Hardware Version:

GANT-F

0GA

wongat

Yep this is what mine is. I'm seriously thinking about switching which is terrible but at the sametime I can't continue with service that keeps dropping me. It seems like no oneat Verizon is responding to these posts and telling us what is being done to fix this. Also the amount of usage must be off. The system says I've already used up all 10gs but no way because of the number of times the internet has disconnected. Why aren't you fixing this Verizon?

wgregory23

This happens to me also. Seems like at least 2 or 3 times a day. I play online games mostly with this account and this Quality of Service is absolutely horrible. I'm hoping this gets fixed, or if not at least let us cancel our service. I didn't sign up for this.

jim0020

Same thing here. At first, the service was great, then within last 2-3 months I've been getting 5-10 disconnects per day. Very annoying, as I work doing software development from home. Version info looks the same.

Firmware Version:	8.8.H.L	20.9.49.300.48.5
Model Name:	TG790	LTE-DTV
Hardware Version:	GANT-F	0GA

WAN LTE

Forced IMS disconnection (0)

Put in a trouble ticked with customer service, who called back several days later with some lame response about the signal in my area is weak, especially when inside my house. Hello, it's Home Fusion, the cantenna is on top of my roof! Always gets 4-5 bars. They apparently don't even know their own system.

garc

Home Fusion signal strength is always 4-5 bars for me. You can get actual dBm somewhere in the advanced menus.

Don't let the Tier I tech support people fool you with their lame responses, someone at Verizon does know what's happening.

I received the following quote from an actual person a few weeks ago:

Verizon Wireless is currently working with the vendor on a software update to resolve the issue. At this moment there is no estimated time for a resolution, but I trust that it will be very soon.

Whether that means they will actually fix it, and when, who knows.

smgates

I absolutely LOATH Home Fusion and it's REALLY bad business for Verizon. We have had issues with our system everyday since our install in August... Wish SO MUCH we had never signed up. Cost $375 to quit.... SO if you are at all considering getting this service BEWARE. It's caused terrible strife in my family as we couldn't figure out why there was so much data usage. In the first 5 hours we racked up 15 GB.... no one was using it. We were out of town with devices off and racked up a couple of GB... how is this possible??? We live on 7 acres with no neighbors in range. We only use it for work and school...we've called and complained, had service tickets, been promised call backs and no one ever would.... service people promised to get to the bottom of it because its not possible to pull so much data with our usage indications. I kept hand written logs.... I could write a book on the dealings that I have had with customer service and even supervisors. One of them actually told me "there was nothing they were going to do to help me resolve my issues." Even though previously they sent a technician out to check our antenna because a "test" they ran indicated that we had a faulty one. They will not replace the antenna because the lights are On and it is apparently "working" as far as they are concerned. Ours is pulling triple the data it should for our usage.... its insane. No one will help. They are LAME and LIARS. Now in the past month we have been getting NO connection on top of it all. I am SO dissatisfied. I want to quit as soon as I can find a suitable option for our location and of course am able to pay their absolutely insane drop fee. So, again beware of Home Fusion.... Don't DO IT!!!!!

smgates

If you don't mind me asking.... what is your data usage for online gaming?

wgregory23

Usually about 160 MB/hour.

BTW...this is still happening. It goes out anywhere from 5-20 minutes now, 3-5 times a day. So I'm guessing it's actually more since I'm not on 24/7. Don't know why they are having such a hard time fixing this. It's always the antennae that disconnects.

TheThomas

I just had HomeFusion installed over the weekend and I have the same issue. They never mentioned that this was as issue while signing up, they were completely silent.

Seems my firmware on the router is the older "G" version and not the "L" version others have.

Firmware Version:

8.8.H.G

20.9.49.300.48.5

When it works, it is great >15Mbs, ~50ms ping. But it is so flaky it is useless to me until this is fixed.

scott21

Just be sure to open a ticket let them know. more people calling and opening ticket they may try harder who knows at this point. If not fixed soon gonna be a lot pissy people soon as more get HF lol.

sbhennessy

Same issue as the rest of you. First month or so that I got it back with the $100 install deal in November everything was great. A month later disconnects and it took a while before it reconnected. Opened a trouble ticket in December that got closed because there was no network issues.

Fast forward to about 1 week ago and a new wrinkle seems to have shown up. Now when it disconnects (3/4 out of 5 bars) it reconnects to I am assuming a farther away tower that has 0 bars. It is able to get an IP address but no data will flow. The worse part... it thinks its connected and thus stays this way till I power off the device. Call tech support and they tell me they can either replace the inside router for free or I have to pay 150 to "roll a contractor" truck to my house to look at the HBA and maybe replace it. No option to waive the fee and they wont credit my account for it either. Pretty much you should have got the insurance line of BS.

I am guessing getting a new HBA is not going to fix the problem so wasting a 150 is not a smart option. I have no other internet so I am stuck. Maybe one day cable will be run down my road. At that point Ill fight hard to get the ETF waived, or call a lawyer I guess?

Homefusion is just not ready for primetime and Verizon doesn't seem to care about it.

scott21

We are the beta guys. Sad but true.

TexasRebel

yep same thing happening to me.. seems to happen always after midnight.. was down for 15+ minutes.. was playing WOW and boom the connection dropped..

HBA was showing connecting and that's all it did.. Then magically it connected and everything is back up and running..

TexasRebel

I'm about to call in and tell them to give me discount for them using a crappy hardware vendor. I'm not supposed to be paying for multiple disconnects per day because of bad firmware and or hardware.

I don't know who designed the HF hardware, but it's horrible. It's basically two routers that are bridged together with very little customization. You can't change the IP subnet, unlike what you can with other routers from other vendors.

The router and radio should have been one box with the Cantenna being a RF amp and highgain antenna. Would have been easier to work with.

Hopefully, the coming firmware update will fix this problem and possibly add more customizing features to the router.. Doubtful thou...

gavin1066

Probably would be better off getting a 3G/4G Jetpack or Mifi and connecting an amp and yagi antenna.

I'd be interested to hear if they provide you any real dates for a possible fix and compensation.

Maybe it's a memory leak in either the router or cantenna code.

Finally, If you're Horde, you deserve the disconnects because of Theramore!

TheThomas

A jetpack is limited to 10 IP adresses, a HomeFusion Router is not limited to 10 so it really depends on how many wireless devices you have at home. You could set up a Windows or Mac PC as a proxy and then have it "share my Internet connection" which can be done in the OS settings and then have your PC connect to a home WiFi Router and have the Router act as a DCHP server to hand out addresses. Your PC would have to be on all the time, which costs $ in energy.

Or Verizon could just fix their problem and not put the burden on you to jump through these hoops.

TucsonOne

Conclusion: Verizon HomeFusion Problems - Product Inoperable

Observations from 22 Days of Verizon & Homeowner Efforts

Dates: Jan 17- Feb 6, 2013

Location: Tucson, AZ near Prince Rd & Soldier Trail Rd, stated by Verizon to be “in a very good 4G zone for reception, one mile from the cell phone tower supplying the 4G service”

Sales: Verizon store personnel didn’t know how to complete sales documentation, having sold very few units

Installation: well-trained, responsive, polite installer

The Cantenna: four different ones were replaced, all but one failed to maintain an internet connection longer than 12 hours, breaking connection (and failing to reconnect until power cycled via unplugging) up to eight times a day

The Router: twice replaced, no observations

The Tech Support:

- multiple failed attempts stopped cold at the Verizon main phone number (disconnected, wrong extension, Spanish language, etc.)

- first level technical personnel could offer only two interventions: unplug the cantennae or unplug the cable router; they had no other information available of any kind

- second level technical support were surly and had no further assistance

- third level (“trouble ticket”) personnel had access to the network functioning in the area but their interventions were also limited to hardware replacement or rebooting; they pointed towards ‘a drive around’ to access 4G reception in the area but could not schedule same within install time frames, ‘or for several weeks’

- when asked the third time via different technical support personnel, the Company agreed to extend the 14 day window of free use of the product for another 14 days; customer ended effort at 22 days having no confidence in the product nor the technical support and having spent nearly thirty hours trouble-shooting the devices

The Internet Connection:

- speeds as advertised, but wildly variable on ping, download and upload, and showing many spikes on Speedtest.net graphs suggesting poor connections; no Verizon personnel had access to devices nor online data that could pinpoint and remedy the problems

ALL PRODUCTS RETURNED - CONTRACT CANCELLED

TexasRebel

Sounds like your area isn't really serviced very well by 4G/LTE. I'm curious if you ever noticed when you were disconnected that the HF router was blinking the amber light all the time or was it blinking red.

Blinking amber light is a representation that registration has failed on the 4G/LTE network. Possibly because the 4G/LTE tower is not communicating well back to the 4G/LTE network itself.

Blinking red light means the HF router can't talk to Cantenna, which if you had to go through 4 Cantennas to get a connection, it sounds like a bad coax between the router and cantenna or the power injection module is bad and not supplying a good solid voltage..

I had a outage for over 6 hours on Tuesday evening, but noticed that my AT&T 4G iPhone5 was displaying no service as well. It was like the tower that held both AT&T and Verizon gear was down. They both came backup at the same time at nearly 2am.

Just my take..

jonusko

As I have posted before, a blinking amber does not mean a bad thing. I live far from any tower in a mountainous area. My HF only has two or three connection bars and only blinks amber, never green. It drops the connection once every 7 to 10 days. It was more frequent in November. The download speed is generally 6-9Mb. When slow it is around 4Mb. The highest was 16Mb. Other than the occasional disconnect and price, I love the service.

TucsonOne

Thanks TexasRebel for your technical speculations. In one exchange you have offered more consideration and ideas to trouble-shoot than the 15 technical support calls and 3 on-site visits did.

The fundamental problem seems that the vendor, Verizon, fails to fully understand its complex product, or if doing so, fails to inform and empower the technical efforts to get and keep the product functioning. Had there been an immediate and persistent response to the disconnection problem, we might have become a real customer, over many years.

Perhaps after they note the loss of income from disgruntled possible customers (10,000 customers not purchasing 10 years of service @ $1200 a year = $120 million) they'll invest in their product and its support team.

Better yet -- a superior competitor will roll-out a functioning version of 'wireless Internet service.'

Apple? Are you listening....??

4banger

Have experienced same-end-result disconnects with USB551L via Zoom roouter model 4501.

We get repeated disconnects for periods of hours, with same "connected" status displayed by router main menu status chart even though it has stopped transmitting and receiving data.

unknown

For me, the firmware upgrade has made the connectivity worse. Before the upgrade it was dropping once every 5 days, now it is more frequent.

Mar 17 21:38:16 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Mar 19 12:36:04 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Mar 20 12:18:52 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Mar 22 10:53:20 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Mar 24 16:21:13 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Mar 25 10:57:40 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Mar 31 19:42:10 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Apr 2 12:18:56 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Apr 3 17:57:48 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Apr 4 07:03:09 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Apr 4 07:17:20 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Apr 4 16:42:54 2013	System Log	WAN LTE	Forced IMS disconnection (0)
Apr 5 15:16:58 2013	System Log	WAN LTE	Forced IMS disconnection (0)

For the last few disconnects I have checked the LTE connectivity on my iPad. It seems that the iPad can connect, but the connection is does have problems fully loading web pages and speedtest performance is really bad. Once the LTE connection on the iPad returns to normal, the HF connection comes back up. It makes me suspect that LTE tower or network issues are not handled very well by HF.

WebMan

I need a little bit more information. IMS stands for IP Multimedia Subsystem. I would suspect that the manufacturer of the cantenna will develop later on this year (in select markets) a system that allows voLTE (voice over LTE). You should be if you are in an LTE coverage area, get online to a server nearby. I get a very good signal from Spokane, which is almost three hours from my house, and my speeds remain consistent at 25 megs both on wired and wireless.

The ALG SIP (Applications Layering Gateway) may also be giving you some problems.

- Login to the router by going into your browser and typing 192.168.1.254

- If you changed your password and user id, you will need the user id that you set up to get into the router.

- Click on the ADVANCED tab.

- Hover over the cantenna, and except the Advanced Users warning.

- Now, when you get in you should see SIP ALG and MGCP ALG. These both have to do with voLTE which isn't set up at this time. Turn both of them OFF, unless you have an external server that will talk to the cantenna.

I also noticed that if you go into Universal Plug and Play (UPnP) and "clean up" the unused services from the cantenna you will have smoother service. Good luck. I am curious how it goes. Keep me posted. Also, if are you getting a light on the bottom of the cantenna that goes red at ALL the system isn't getting the LTE towers, and the cantenna needs to be moved. Best thing to do is move the cantenna to the roof, not the side of the house. If these things don't fix or resolve the cantenna issues, you may want to contact Verizon and tell them you need a service technician to come out and look at the system. I work as a sales associate as an affiliate of Dish Network and Directv. I don't install cantennas, but I do handle calls on getting technicians out there to install them, and I know a thing or two about wireless networking, and a friend of mine has trained me how to do network backbone support.

boydp182

Same problem here. I have a jetpack and a home fusion broadband. The jetpack works amazing. Never any issues at all. The home fusion is awful. It disconnects all the time. When the guy installed it I was getting 2 to 3 download then I moved the router and it shot up over 45. Guess I had inteference. But since he installed it I can not get internet most the time. I have had to reboot it about 200 times. I always get the stupid connection time out occured. Speeds are inconsistent. I would get another jetpack or just keep my jetpack if they offered the same data plan as the home fusion but they don't. I also have eaten up a ton of data. I am at 30gb already and I have hardly used the damn thing. So frustrating.

When it actually does connect the speeds are so slow I can't even load a webpage so I have to switch back to my jetpack. I have no idea what's going on. When you call all they tell you to do is reboot it and then may send a technician out.

GreatOne

Same problem....must reboot many times a day. Had HF since Feb 2012 and no solution in sight. Am going to call again today but not to hopeful that anything will change. Can you change the HF service to a hot spot? My neighbor has a samsung hot spot with verizon service and has pretty good service.

GreatOne

I changed the settings you suggested, we'll see if anything changes. I also walked around my roof with my cell phone and found spots that had better reception. Do you know what kind of wire I need to move the antennae. I'd gladly move it and give it a try...it couldn't be any worse.

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