Child Item

Site Totals

61498 Questions Answered 271 Categories

Unreliable connection with HomeFusion

First, I'd like to say I have been very happy with my service up until a week or two ago when I started experiencing persistent connection problems. About a month+ ago, I began having to hard reset my cantenna and router once or twice a week after logging into the router to see it stuck on "Connecting..." for at least 10 minutes. After doing a reset, it would be fine for at least a few days. Not a big deal. However, within the past couple weeks, I have had to reset the devices sometimes 2-3 consecutive times each day as the process was not as effective the first, second or more times. On Thursday, February 27, I could not get a stable connection at all, and since I use HomeFusion to telework, I called VZW support to diagnose the issue. We walked through the usual steps and I learned a few things, such as, in order to ensure a successful reboot, the cantenna should be unplugged for about 3 minutes (not the typical 15 seconds for other electronic devices). She also updated some things in the system, although I'm not sure what that entailed. When we were done, my system was up and running perfectly, and remained so until Friday evening (28th), when it started acting up again. Since then, it has not stabilized. I even went so far as to unplug the cantenna and turn off the router overnight (last night/this morning). It is still unstable but if I'm lucky, I will get a connection long enough to post this message. I monitored the connection status for about 15 minutes, and captured the status several times during the process. I have inserted them in the order taken, hoping this will shed some light on the issue.

First, the firmware version:

Images containing private info removed as required by the Terms of Service.

Note: While adding the images, I experienced several episodes of waiting for the connection to reestablish itself.

Should I decide to call support later today, is there a way for the representative to refer to these images?

Message was edited by: Admin Moderator

Comments

Verizon_Support

I'm sorry to hear of the connection issues you are experiencing with your HomeFusion service, SouthernBoyd. Not sure if you have called in already, but it depends on if the rep has access to the web. They definitely should have access to our forums, but they may have to search for the post. As long as you have the details handy we can definitely help troubleshoot by phone.

Let us know if you have any additional questions, as we want to make sure this has been fully reviewed for you, and we get you back to a more stable connection. Thank you SoutherBoyd.

NicandroN_VZW

VZW Support

Follow us on twitter @VZWSupport

ikenewton

same story. HomeFusion has become unreliable and virtually unusable in the last few weeks. I'm using my iphone as a hotspot to write this because I gave up after five or six reboots. reboot or unplugging the HBA has the same result.

SouthernBoyd

I did manage to get the problem resolved, temporarily. The VZW support rep had me Restore HBA Defaults (Advanced > HBR Advanced Settings > Restore HBA Defaults). That got it back to normal for a few days, but this morning, it is acting up again.

ikenewton

Thanks. I'll try it

Sent from my iPhone

Verizon_Support

I know its frustrating to have a device and service you are unable to use ikenewton. Have you spoken to our technical support team about your issues? What area are you located in? What specific issues are you having with the connection?

KinquanaH_VZW

Follow us on Twitter @vzwsupport

ikenewton

can't connect at all now. I restored HBA defaults and worked great for about half a day. restored HBR defaults, and HBA defaults again, and hasn't connected since.

I'm near Sherman, Texas. Specifically, it loses the broadband connection. the router shows all green, but if you go look at the cantenna the right hand light at the bottom will be red. rebooting or unplugging the HBA will usually reconnect, but when you have to do it several times an hour, that makes it practically useless.

I will have to call later.

BradM777

I have been fighting this pretty much since I was installed just a couple months ago. The support rep I spoke with today basically admitted to me that it is a known issue. (having to reboot multiple times per day, takes 10-20 minutes for service to come up after reboot).

He also agreed with me that the service is not reasonably useable when it is this unreliable on a daily basis.

He also agreed with me that I should not have to pay full price for, or continue to use, a service that is broken, VZW knows it's broken, and they have no firm date from the Cantenna manufacturer if or when it will be fixed.

I asked him to cancel my crappy service and waive the termination fee. He scheduled a cancel for 3/25, but says I am on the hook for $320 termination fee. Here's a copy of the letter I am sending into the Public Utilities Comission of Ohio:

In December, I signed up for Verizon Home Fusion Broadband Internet for my home. The service was installed and worked fine for approximately three weeks when it began to crash and go offline multiple times each day. I did some online searching and discovered that Verizon was working on a software update to resolve the issue. I wanted until Late February, rebooting on a daily basis and finally got tired of waiting and called Verizon. I was informed that my system HAD received the update and should be working fine. Since it was still going offline every day, Verizon sent out a tech to relocate the antenna. This did not fix the problem. They sent out a 2nd tech a few days later to replace the antenna. This did not fix the problem.

I called Verizon again today, March 13th, to ask that they either repair my service or cancel it. They informed me that the antenna requires yet ANOTHER update in order to work properly. That update is not ready to be rolled out, and there is no target date as to when it might be ready. I asked that my service be cancelled. Verizon is charging me a $320 termination fee to cancel service that they themselves admit does not work. They themselves admit that they cannot provide a date when it might work correctly.

I would like to have this termination fee waived. I also believe I should receive a partial bill credit for the last two months of spotty, inconsistent, and all but unusable service.

BradM777

Just FYI - over the last 3 weeks, I have:

Factory reset the router
Factory reset the Cantenna
Been visited by two different techs
- One MOVED the cantenna
- One REPLACED the cantenna and the router

rowanda

I have had the same problems since Sept. 2013. About 2-3 weeks after install it started acting up. I was assured the problems could and would be fixed so I didn't cancel within the time frame required. To date I still have no service. I have had multiple calls to reps, emails and even a tech came out to replace the cantenna. That worked for a little while, and I mean a LITTLE while. Less than a month afterwards, still had the same problems. Bottom line was the firmware and they don't know when that will be fixed. I have made a complaint with the FCC.

SouthernBoyd

A couple weeks ago, I received an email from vzw requesting the router and cantenna logs. The service was working fine at the time, so I decided to wait until it acted up again. A few days later, I experienced a weekend-long downtime. It has been almost a week since I sent the logs and I haven't heard back yet.

In the meantime, I have developed a new strategy for responding to the cantenna seizures by logging into the router and performing a soft reboot of the cantenna, repeatedly, until the connection finally stabilizes.

Advanced > HBR Advanced Settings > (Yes) > Reboot HBA

Sometimes it takes several attempts; sometimes just one or two. Soft reboots don't take as long as performing a hard reboot, so since I plan on having to perform multiple reboots, I'd rather do it from the comfort of my couch.

However, with each episode, I am getting increasingly frustrated, but it's either wait it out with HomeFusion, switch to satellite (no way), or go back to my homemade 4G antenna setup that will cost me $50/month more for the same data, plus fighting to get out of the contract without termination fees. :smileysad:

I am hanging on with the expectation that I will get credit for the months that I have not had reliable service.

abrender

Same issues here. Seemed to work very well for about 2 weeks and now I have to begin a reboot process 3 times a day. Of course rebooting means cycling (soft or hard) the HBA about 3 to 5 times until it connects again. It is weird it will always have zero bars (not connected), one bar (says it is connected but really it is not), or four bars and hums right along.

SouthernBoyd

I had a solid 4 weeks of relatively no issues (yay!). That is, until today. Had to reboot the HBA about a dozen times this afternoon until finally getting a stable connection. I called to follow up on my ticket and was told it is at the highest support level and that VZ is working with the Cantenna vendor to resolve it. Although, not as good as having it fixed, it is nice to know this is being given high priority.

SouthernBoyd

It seems my HBA has developed a case of Monday mono. This is the third Monday in a row that I have spent several hours trying to get a stable connection. This is getting annoying. This wide scale service issue has been causing problems for at least 3 months now. Is this ever going to get fixed?! I used my own, reliable $300 antenna/router/wireless modem setup for years before Home Fusion came out here, but the service cost difference is too great to consider switching back. It's a shame that what is probably a much more expensive hardware setup can't accomplish what consumer-grade electronics had no problem with.

Child Item