5G Home Internet connection

Has anyone had an issue with their # 5G Home Internet dropping connection

For the first 6 months, I had no issues with my 5G Home Internet here in Houston, TX. The last 2 weeks, my connection has been completely unreliable. The connection will drop randomly for 1-2 minutes at a time. Sometimes it's once an hour, sometimes it's every 5-10 minutes, sometimes it goes hours without dropping. Makes working remote and using Zoom/MS Teams impossible.

I'll notice the LED status on the front of the 5G gateway change from solid white to blinking red during the outages.

I also included some images below from PingPlotter as well as my gateway admin page. Outages have been worse today, especially this afternoon. Having the connection drop like this is unacceptable, and it's affecting my ability to work from home.

PingPlotter of an outage and every outage over a 3 hour period, The largest red space was during a reboot of the gateway View from Gateway admin during outage. I can access the gateway but it shows no Internet connection Pingplotter showing every outage over 24 hours. They've started to increase with frequency.

Accepted answers

vzw_customer_support

The location of your device can definitely have an impact. Here's a link with some tips you can use to improve your reception and signal: https://www.verizon.com/support/knowledge-base-303197/

~Jesse

vzw_customer_support

We understand how important is to provide you with a resolution. Our goal is to find the route cause of the issue. In the meantime, please check the following link with common issues and solutions. Let us know if this information was helpful.

https://www.verizon.com/support/5g-internet-gateway-troubleshooting/

~ Maria

vzw_customer_support

Good Morning. We absolutely want you to have stable and fast home internet and are here to help. We've built a signal finding tool directly into your My Verizon app to help you find the best placement in your home. You can learn more about this in the following link

https://www.verizon.com/support/knowledge-base-303197/

Our experts are also here to help you directly. I'm sending you a private note where we can work together on this. -James

All comments

vzw_customer_support

Hello, MrPlanA. I know how important it is to have fats and reliable internet at all times, and especially when working at home. I want to ensure you get the support you need ASAP. Could you please tell me, have you tried and troubleshooting steps when experiencing issues?

*Cheyenne

I tried everything within my control.

Multiple customer support calls.
Multiple times rebooting within the LVSKIHP admin menu
Power cycling the LVSKIHP modem multiple times
Opened an NRB ticket (NRB000011192914 if you want to look it up)

Nothing provided a permanent fix, and it got to the point I could no longer rely on the service. Service was so degraded M-F between 10AM and 6PM Central, that I had to switch to tethering from my VZW cell phone just to get through my work day. Some of what I've seen:

1-2 minute disconnects every 10-15 minutes (imagine being on a Zoom call with this happening - or trying to make a presentation)
longer (30+ minutes) disconnects that wouldn't resolve until I power cycled the LVSKIHP modem
The LVSKIHP modem LED blinking red with every disconnect
Switching to LTE and staying there (while my cell phone was still on 5G UW)

I noticed almost no connection or reliability issues during the overnight hours of 11PM - 8AM. It makes me wonder if the issue was network prioritization at the towers, especially since my cell phone never lost connection. I have direct line of sight to 2 towers, and I can see both from my balcony.

I hope Verizon fixes the bugs and can provide the necessary reliability and response time if there are issues. When they do, I'll give the service another try.

vzw_customer_support

Hey there, MrPlanA! We are sorry to hear your experiencing connection issues with our 5G Home option. We know how frustrating this is, especially during work and presentations. Please send us a Private Note for more assistance.

*Adrian

Same exact issue. 1-2 minute complete outages all day long. About to cancel service as I also work at home in the legal field and can’t exactly keep having the internet just log me out during online court. Very bad.

vzw_customer_support

We would love to be able to keep you as a customer. Go ahead and PM us, so we can get this taken care of once and for all! Dependable internet is a must! *Nicki

My 5G home internet is also dropping every ~5-10 minutes. Its been working for a few days no issue and now the past 2 days it just keeps resetting. I have an internet monitor tool and the log shows drops every 5-10 minutes. This is frustrating as I work from home and need a stable connection.

2023-05-07 19_15_51-Internet connection log – ICM.jpg

I am having the exact same problem. rebooting the router every day, I work from home and google meet and bluejens video constat buffering. I can no longer take any video calls on my company laptop becasue I lose the call, I have to take video calls on my phone. Very frustrating

I was just on a google meet call and lost internet, had to switch quickly to my phone. Friday I was chatting with support explaining what was going on with internet dropping throughout the day and the person decided to reboot my router without even telling. That ended the chat and closed the call. This is very frustrating.

Having the same issue. This started suddenly about 10 days ago, after 6 months of decent service. Service will cut intermittently and come back on. Did all the troubleshooting and resetting and moving of the router... no change.

I've been very happy with the service up until this point. Now it's becoming unreliable.

I've also had an absolutely horrid experience with our 5G home internet disconnecting. I've called Verizon *611 many, many times and they have reset our box when we call but it has not solved the problem. They had us pick up a different box and the problems still continue. They have submitted network engineer tickets but nothing ever gets solved. I work from home and after two decades with Verizon I am researching alternate providers. Today while doing so, ironically, the network went out again. I'm so disappointed and have tried so hard to work cooperatively with Verizon but all I ever get are promises without results. Disappointing.

vzw_customer_support

Having a stable and reliable connection to the internet is a must these days, Chirp58. I know that I depend on mine to also work from home, and this kind of connection dropping would not be okay with me. I appreciate all the efforts you've already put into this in an attempt to find a solution. Let's see what else we can do to help resolve this. Please be on the lookout for a private note from us.

-Joseph

I definitely have the same problem -- anyone find a solution for this?

vzw_customer_support

Help is here! To better assist you, please check the Private Note will be sending you shortly.

~Maria

I have to say it may be better to just post a solution in this thread. Seems an answer isn’t in here. I am having to reboot 2-3 times a day now. I am located less than 400’ from the nearest tower. I go from 500mbps to 2-6mbps. Any idea what this would happen? Especially since rebooting solves the issue. It doesn’t seem like an obstruction issue

Have anyone found a solution to this problem yet? Im having the same issue, and have tried all the troubleshoots. It's been over 2 weeks since this problem occured.

I have been having the same problem for months. My gateway apparently loses 5g, then either can't switch to 4g because the signal is too weak or can't get back to 5g, so it just goes to sleep. My light stays steady white, but the gateway is unresponsive until I manually reboot, which I can't do if I am asleep or not home. The techs could run diagnostics, but couldn't reboot the gateway remotely, either.

I got the gateway in the first place because the layout of my house makes it impossible to reach all of my security devices with my one hotspot, so I was hoping to drop the hotspot for the 5g. I can't do that with completely unreliable 5g.

I have made countless calls and had tickets entered and cancelled as the tower people say there is nothing wrong with the tower and the phone techs say there is nothing wrong with the gateway. I have been told for months that they were working on fixing the issue, but the last tech said that that is just how these gateways are, and the problem cannot be fixed until my signals are stronger, which I guess means until they add more towers or antennas.

It is completely unacceptable to sell 5G service to people at the edge of the signal area and then only supply a gateway that can't function at that signal level.

My suggestion is to request a free backup hotspot that will pick up the signal when the gateway shuts down. Lately my 5g speeds have been awful, so dropping to the hotspot is often an improvement. I still have to manually reset the gateway to get back to 5g but at least my security is functioning because I now have 2 hotspots. I also have to call every month to get the new hotspot charges credited back to my account, but so far that is working.

I, too, am looking to switch to another service unless Verizon can come up with a gateway that actually works like it should. Anything less than that is just patchwork, and is terrible business practice. Maybe if Verizon has to supply hundreds of free hotspots they'll realize it would be a good idea to upgrade to a better gateway.

I too have seen same issue. I started Mt Verizon 5G Home Internet subscription in early December 2022, and had no issues until this past May. The drops never affected my, phone tablet nor laptop, but clearly affected my streaming boxes. After several calls to Verizon technical support, their response was to state the router portion of my box had gone bad and gave me a replacement unit. Well, less than 30 days later nothing has changed. The 2nd unit is showing the same issues and the best advice Verizon technical support can give is to perform a reboot on the unit.

I am having the exact same issues. After a few months of good connectivity, my internet now drops every few minutes. It's impossible to have a Zoom call or do any sort of live collaboration.

I'm about to switch back to Comcast Xfinity If I can't get this fixed.

vzw_customer_support

chasepattoson I’m saddened you’ve been having trouble. We’ve sent a Private Note, so we can assist further.

-John

Yeah I switched from Optimum to this thinking it was going to be good and it was for the first month then constant drops red lights on the receiver, and started to become unreliable sadly.

I do lots of gaming and streaming and I can't do that anymore. League of legends keeps getting a trying to reconnect and Diablo 4 I am lagging everywhere every 8 to 17 minutes and I also get dropped from ranked games in league of legends so I stopped playing the game until this gets resolved if not I will have to go back to that horrible company Optimum.

Since Verizon Fios is not available in my building and I have been asking for almost 4 years to bring it here to no avail..

So when I see my router that verizon sent all the lights stop blinking and I need to unplug the main ethernet wire before the lights begin to flash again and I get my internet back. Also when I was signing into Steam it was telling me I was logging in from Ohio...IM IN NYC! what?!

So that had to get fixed. So lots of major problems with the Home5G Ultra and I don't even get ultra speeds 25 Mbps at times and rarely I max out at 100Mbps... Unstable and unreliable sadly I need to go to another one soon if this does not get fixed. I put tickets up and they said it got resolved..NO it has NOT! I don't know what to do anymore. Seriously wish Fios was here that would fix ALL OUR PROBLEMS! its literally everywhere around me BUT THIS darn BUILDING COMPLEX!

vzw_customer_support

We're sorry to hear that you're having problems with your 5G Home internet disconnecting. I do a lot of online gaming, and disconnections can be frustrating. I'm going to send you a Private Note so we can help.

~Jesse

I've also been having similar issues for nearly a month. I've talked to at least 10 verizon agents on the phone, had two techs come visit my home to troubleshoot, and even had a ticket put in for the network engineers. I've yet to hear back from the network engineers about what is going on. Most of the time when you do an internet speed test, it will show very fast download/upload speeds. However, this is deceiving, because there is a consistent and persistent disconnection issue that keeps happening every single day, throughout the day at seemingly random times. The disconnections themselves might not be very long (maybe one the order of a few seconds), but they are incredibly disruptive.

Let me give some examples.

When you are doing a transaction online (e.g., bank transaction) and in the middle of transaction the internet disconnects. The whole transaction is disrupted and you have to start all over again.
Just browsing simple webpages sometimes can be a pain, and you click a link and the webpage will hang for many seconds, and sometimes even display "disconnected" in my web browser. This should not be happening with internet speeds of 100's of Mbps.
There are times where I need to be connected to a remote machines (e.g., ssh). I know that there is an issue with the connection because the connection will randomly drop at times and completely disconnect me from the remote machine.
Streaming at times will be very sluggish.

At this point, I'm seriously considering switching to another ISP, because I cannot work properly with this kind of connection. I'd rather have a slower and reliable connection than this fast but unreliable connection that seems to be the case with this 5G verizon home internet. Unless verizon can fix this disconnection issue, I am left with no choice but to cancel this service...

My 5G internet drops intermittently - usually 1x/day, sometimes every-other-day. What is the fix? I don't need chatboxes telling me what Verizon deals are going on. Just let me know how to stop the problem. Thx.

vzw_customer_support

Thank you for reaching out to us in this platform. We strive to provide reliable service and would like to help as soon as possible. I'll be sending you a Private Note, so we can get started.

~Maria

Yes, this has been happening to me for the last few weeks. I just got a new device from Verizon today and the same issue keeps happening, so it’s not a problem with the device. The most infuriating part is I LIVE A BLOCK AWAY FROM A VERIZON TOWER. I work from home and am very frustrated. If Verizon does not provide a solution soon I am going to discontinue service. If you can’t provide reliable wifi to a device that is next to a window FACING THE VERIZON TOWER then there’s truly no hope.

Yes, this has been happening to me for the last few weeks. I just got a new device from Verizon today and the same issue keeps happening, so it’s not a problem with the device. The most infuriating part is I LIVE A BLOCK AWAY FROM A VERIZON TOWER. I work from home and am very frustrated. If Verizon does not provide a solution soon I am going to discontinue service. If you can’t provide reliable wifi to a device that is next to a window FACING THE VERIZON TOWER then there’s truly no hope.

vzw_customer_support

We're sorry for the issues you've been encountering with your service, KZismad. We would love to check further into this. What zip code are you located int? Does this affect your data, calls. text, or all of the above? Does this happen indoors or outdoors only?

~Ivone

vzw_customer_support

Sorry we haven't heard from you. If you still need assistance please return here or reach out through vzw.com/contact us.

-Melissa

I have the same problem! I joined Verizon 5G home internet some time late 2022. I had no issue in the beginning. Starting maybe from June 2023, I noticed my connection became spotty. I got dropped from connection when I work from home. And tiktok videos would get stuck and took a min to load (it used to be very smooth). TikTok’s pop up message is “your internet is unstable”. I tried restarting my router many times. I live in the city, and I assume the tower location is not an issue. Maybe as the users grow for 5G home internet, your service can’t keep up? This thread has been out here for a couple months now, it doesn’t seem there is a resolution to this issue. If this doesn’t improve, I am afraid I will also have to move to another provider.

vzw_customer_support

ssdobrien We're sorry to read that you're having issues with your 5G Home Internet and we're here to help. Have there been any changes to the device? What troubleshooting have you done to try to fix the issue? ~Peter

vzw_customer_support

We want to help you with your Home internet concern. Send us a message if you need assistance. ~Peter

Same issues here in the Des Moines IA metro area. Worked flawless for about 3 months and now connections are sporadic. Some days it's fine then other days it drops several times in a day, primarily happens in the afternoon. I've had a technician out and he replaced the gateway but that hasn't fixed the issue. Unfortunately I'm going to need to look at another ISP.

vzw_customer_support

Hi Narohe, we want to make sure every opportunity has been looked into to resolve your concerns. As you have already had a Technician out, please call 800-922-0204 for further assistance.

-Melissa

Ive had Verizon 5G Home for about a week and have lost connection multiple times. My phones (all verizon) never loose connection even when the 5G home does

A few days ago I was about to come on here and say how great my service had been since I had completely turned off my gateway wifi and used my eero mesh devices for wifi connection. No internet drops Aug 2 to the 15th. Then on the 15th I had one drop, and another on the 20th. Today, Aug 22nd, I have had three internet drop events over the course of 8 hours.

I now think this service is a complete failure. And Verizon, while I appreciate your offers to contact support to resolve, I am not going to waste my time. You need to address this systemic problem. We are not all experiencing unique issues. There is a core service infrastructure problem you need to address.

vzw_customer_support

We're sorry for the issues you're encountering with your home internet. Where do you have your equipment set up? Have you tried changing the location? You can use your My Verizon app you can see where the best place would be to set it up.

~Ivone

Same issue here. When it works it works well but eventually Internet speed drops down to a crawl. I keep speedtest open to verify. On a good day I get 2 to 300mbps but it eventually drops down to 5 or less Have to reboot periodically. I have tried different locations. made no difference. Seems like this is not ready for prime time. I'll eventually have to go back to the other more reliable provider. Shame too, it's a great concept.

vzw_customer_support

csimon55 We are sorry to read about the experience with your 5G Home Internet service. We're here to help. How often do you have to reboot to get high speed data back? ~Peter

I'm also experiencing this issue. Up until this past Spring service was pretty reliable, but it has been dropping intermittently and has only gotten worse. Over the last couple of weeks, I've started getting drops very regular on a daily basis. There are some hours where it happens multiple times. Has anyone found a fix for this?

vzw_customer_support

We are here to help with service issues. To better assist, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

Same issue here.My white solid light drops and cube reboots randomly daily. I have had this service for two weeks and not happy. Probably will be cancelling service. Waitng on chat from them as of now.Contacing verizion for support is horrible.

I just started this service a few weeks ago and the gateway randomly shuts off and reboots daily.The solid white light go blank sometimes for a minute or two and reboots(flashing white light) and signal reconnects" in "5G Home Internet

vzw_customer_support

We are here and ready to assist should you still need help. If you prefer, there are other support channels we have based on what best fits your needs. We look forward to assisting you. https://www.verizon.com/support/contact-us/#mobile

-Deb

Same issue, the issue is the Box is an inferior product.

I have the same issue. It's dropped out probably 15 times now within the last couple hours. It worked fine for the first couple months we've had it, but suddenly it's doing this. The light on the box blinks red while it's out then goes back to white in a few minutes. I also work from home and this has caused extreme frustration. We switched to this service from another because our previous service wasn't great, but it never did what's happening with Verizon... it seems like there's no fix, either. What a shame. I had high hopes, as we had Verizon Fios at our old house, but it's not available in our new location (even though the other 99% of the city has it!). I would so appreciate if anyone ever finds a fix for this! Though I probably won't have this service by then.

It's almost uncanny how many are going through this same scenario--service works great for the first few months then suddenly goes haywire. I finally cut the cord in May and gave this new technology a try and was mostly happy until the last couple of weeks when the router suddenly quit sending adequate signals to other parts of the house. I've been trying to chat with someone at Verizon this very evening and am getting nowhere for the most part. I sure hate to go crawling back to the cable company but it looks like I may be headed there...

vzw_customer_support

We strive to provide reliable service and we are concerned to learn you have connection issues. To better assist you, I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

vzw_customer_support

It's worrying to see you are experiencing issues with your home internet. Please tell us, has the modem been moved recently? Where is the router located? ~Geo

vzw_customer_support

We just wanted to check-in with you to see if you still needed help with this issue. We’re standing by to assist, so please let us know.

-Deb

i cant take how unstable 5g is. i get disconnected over 20 times day and every phone rep pretends my problem is unique.

I am experiencing the same problem. I have had the service for almost 2 years. It started dropping this type of connection a few months ago. I finally requested that they send me a new box. They did, and the new box worked for about 2 weeks with no drops in connection. But now, it's dropping the connection again. Please help!

i am having a similar problem. i had great service for nearly a year and have been unable to a 5G signal for 2-3 months now. I have tried to be patient but it has been too long and i will be switching

vzw_customer_support

dinglebopper We're sorry to read about the issue with service on your 5G home device. Does this happen at certain times of the day? What happens to the light on the device when you're experiencing this issue? ~Peter

nothing happens to the light and this occurs all day long. The service was great for almost a full year with consitent levels of service with high speed internet. I never get above 10 mbps now usually around 5 and at time below 1.

vzw_customer_support

Hi Khall8, we're concerned to hear your service has not been as expected for so long. Can you please share any troubleshooting that has been done? Has the modem been moved?

-Melissa

i have moved the router, completed resets, factory resets, have made several NRB service requests and I have had no improvement in service and the representatives tried to trick me into paying more for 5G home internet when they knew there would be no improvement in service.

p0000000000000p8

I am experiencing the same issue and think it is due to the setting Verizon has as their WAN IP Address DHCP lease time. You can see that the public WAN IP DHCP lease time is 1 minute is extremely low (https://lazyadmin.nl/home-network/dhcp-lease-time/) in the screen shot below. If you look at the WAN DHCP Log, you can see that is getting renewed every minute. If Verizon increases their WAN IP DHCP lease time, it may resolve the random outages. Although you can't change on your router, hopefully someone at Verizon will see and address what may be the potential root cause.

Screenshot from:

https://192.168.1.1/#/adv/network/networkconnections/broadsettings

Screenshot from WAN DHCP Log

https://192.168.1.1/#/adv/monitoring/log/wandhcp

vzw_customer_support

That information is very helpful, khall8, thank you. We're sorry to hear that service has not improved after the troubleshooting you've completed. We'd be happy to take a closer look at your account and the network tickets that were filed, so that we can provide some clarity. To better assist, we'll be sending a Private Message.

~Izzy

Piling onto this thread with the same issues. Drops for a few minutes at randoms times at least once a day, sometimes more. A bit ridiculous as it’s been impacting my job and work and I’m literally 100 feet from the tower. Have tried similar troubleshooting steps as others in this thread, but it usually works great most of the time. I’m thoroughly convinced there’s nothing I can do on my end. Going to end service if nothing changes within the month or so.

If it’s any help, whenever service goes down I have to unplug/replug the receiver/router box and wait for it to come back in a few minutes

Verizon workers made us upgrade our plan to another one that apparently is "better". We did, genuinely thinking it would work better, and it doesn't. But now we don't have our free hotspot anymore. So they tricked us out of that. Verizon is honestly the scammiest, most crooked company we've ever had to work with and 100% will be switching back to Spectrum (even Spectrum is better than this garbage - that's when you know it's bad) and AT&T for our internet and mobile service.

Having a terrible time with this. Moved to Verizon with the offer of a 10 year contract...thinking I wouldn't have to do the annual dance of a different service...

On Dec 24 my service began to just fail. For no reason, I made no changes. But holiday, so I waited to see if it would resolve. It did not, reader. It did not. Got worse.

I contacted the support chat, they insisted it was my router. I said we don't know this, could be network issues. Made me go get another one to swap out. I swap out, change all my devices to the new router. Have to create new logins. Same problem.

While swapping out the router, they destroyed my 10 year guarantee contract and reduced my speed by 2/3. I told them it was the wrong plan. They said it would be fixed to the right speed in days. It was not, reader. It was not.

I made them switch me back to the original router. My speed is back. But I've had to reboot it repeatedly, all day long.

I have a years worth of speed test data. Everything was fine until Dec 24. And then the gaslighting began....

I don't want to be gaslit any more. Just tell me what's wrong with the network and when it will be fixed.

Coincidentally, after the service stopped functioning on Dec 24, a nastygram letter came by paper mail a few days later. It was dated Dec 25, says it came from NJ.

"Thank you for using paper-free billing.

Each month, we send digital bill ready reminders using email, text messages, or mobile app alerts, which includes the bill amount and due date. We are sending you this paper reminder as we were unable to reach you digitally."

It goes on to threaten that "If your alert preferences are not update and we continue to send a paper reminder, your account will be de-enrolled from paper-free billing, and any related discounts may be lost."

I didn't do anything different. I changed nothing. Your service can't reach me? Because it's failing.

vzw_customer_support

I depend on my service on a daily basis, so I know how important it is to stay connected, we'll be glad to help out. Could you tell us when did this issue start? What steps have you followed for this issue?

~Freddy

As I wrote, it began on Dec 24. But because of the holiday, I didn't do anything about it at first.

I followed the technician's instructions to reboot, to do a hard restart, etc.

I then got the next router that they made me swap out. Did all the setup. Which had the same problem of needing reboots, but was 2/3 slower when they set it up on the wrong plan.

I then got really frustrated and demanded to be back on my old plan. If it was going to fail all the time, at least it was back to the correct speed between reboots. I am back to my original router.

I have no idea where it stands now, and what my next bill will look like. It's a mess.

I have had to reboot twice today, which is at least a little better than the 6 times yesterday.

posting some logs here that I noticed occur on my outages. Would be awesome for someone to give some context on what is happening and why.

In the advanced logs:
warning [CLOUD.4][ADV] cloud test link failed, try again

err [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.

Same time in the system logs:

info [WAN.6][SYS] WAN link down

notice [SYS] LED dim off

warning [SYS.4][SYS] no servers found in /etc/resolv.conf, will retry

vzw_customer_support

We're sorry to hear that you're having problems with your internet and cell phone The last thing we want is for you to feel like we're not being transparent and leave the Verizon family. We're going to send you a Private Message so we can better help.

~Jesse

vzw_customer_support

We are sorry to read that you've had this experience with your service, as we know how important it is to have reliable speeds. To better assist you, could you tell us if this is for Fios services or 5G home?

~Freddy

Mine is 5G if you are asking me.

My 5G internet drops at least 10 times a day. Often comes back on but meanwhile I get disconnected from work meetings. I have called and chatted with Verizon for hours and there is no suitable solution or explanation of how to prevent this from happening

Totally agree. Customer service doesn’t help. They offer a new gateway but I am on my second one and it’s still a problem.

vzw_customer_support

Hey there, Chajtek, we know it's important to have a reliable connection for your Home Internet. I'm sorry to hear you're continuing to have trouble with youre replacement gateway. How long have you been running into an issue with dropping your connection? Have you tried to reposition your gateway?

-Lauren

Has a resolution been identified yet? I'm having this same issue last two weeks. Keeps dropping, I reset gateway, works for a little bit, drops again. I have called and spent many hours on with support many times since getting this internet and it is the absolute worst experience. On my second gateway, was promised multiple times a minimum of 300mbs, and to this day I get nowhere near that speed. My speeds are all over the place from 29mbs to once in a blue moon will get just barely touch 200. Was also promised new antennas will be going in my area in January of this year and I would be sent an email to get an extender to get some wave technology that would increase my speed to what I was promised when I ordered this. So far everything has been a lie and this internet service has been unreliable for my work from home office.

vzw_customer_support

@Itsthegrizz
wrote: On my second gateway, was promised multiple times a minimum of 300mbs, and to this day I get nowhere near that speed.

I'm sorry that you've been having speed issues when using the 5G Home. That's something we for sure want to look at and troubleshoot with you. As part of that, I'm sending a Private Message so we can begin.

-John

I’m in Houston as well and am experiencing the same thing. It’s gotten so bad the past couple weeks.

They just ran fiber lines to my neighborhood so luckily I have an out if this continues.

vzw_customer_support

Hello, Dstoneburn. Help is here. Just to confirm, are you having issues with Verizon Wireless Home Internet services or Verizon Fios?

-Natasha

Bottom line: I don't think Verizon is transparent. I think they sell service in areas that don't really have enough coverage or bandwidth to get more profit, and they drop the home internet as soon as there is a bit of congestion. So basically the home internet for them is a filler of the gaps of usage from their cellphone customer, a new stream of income without adding new infrastructure . They are not here to provide consistent service for 5g home internet. what a shame.

Same issue with most of people here. Had good service the first 6 months with internet dropouts once a month. Now for the past three weeks it is few times a day.
Called customer support many times with hours spent on the phone wasted with no solution. Here is a typical conversation:
1) "we're sorry, let me run a diagnostic"
2) unplug and plug back in
3) everything looks good on our end
sometimes they say they put a ticket but nothing changes. They send a guy here that does absolutely nothing. zero. he said your signal is good.

vzw_customer_support

sinus90 We're sorry to read about the issue with your Home internet service and we're here to help. When did this issue start? What speeds do you get when this issue starts? ~Peter

it goes out at least 4 times a day since november

vzw_customer_support

Let's work together chingy4ever and find out why your 5G Home Internet goes out during the day. Random disconnects are frustrating. Here is support tools to review: https://www.verizon.com/support/5g-home-internet/

Send us a private message if this does not work, and we will go deeper into the troubleshooting to ensure you have the best possible connection, consistently!

-Deb

Yes, and although I’m retired and not relying on the network for work I got a message that I had used up all my cellular data for the month and then I got the bill! I was shocked because I rarely make phone calls. I started to notice how often the network was going down so I turned off cellular data on my iPhone . Now I get messages from my phone that I’m not connected to the internet numerous times a day so that I have to go into settings and turn wifi back on. I also noticed that my wifi is usually not connected almost every morning when I get up . Or if I leave the house with my cellular data off I have to manually turn wifi back on in phone settings when I return home.
I used the Verizon app to find the area in my home with the best connection and that made a little difference but doesn’t prevent the network from frequently dropping. Very frustrating and annoying. It seems a conflict of interest that the company that provides my cellular service makes money when their internet service goes down. The only way to avoid this is to turn off cellular service and manually turn it on to make a phone call and then remember to turn it off.

Same situation here. Been working great for about 5-6 months now it keeps stopping multiple times per day. Has to be unplugged and rebooted.

vzw_customer_support

Hey there, Ms716, we know having reliable Home Internet is crucial. We would like to take a closer look at your account. So we can better assist, we will be reaching out via Private Message.

-Lauren

We just switched a couple months ago and my family hates this service and begs me to go back to our old service provider. The Wi-Fi continues to go in and out, the download speed is very slow, and when we all get on the router doesn’t seem to handle the volume of our devices. But then again, it’s just me, right now at 5:30am, and the Wi-Fi just went down and back up (hence me being in this forum right now). I’m having to switch to my phone’s Wi-Fi at times, I work from home as well, I use my devices for work, can’t afford the unnecessary interruptions in service. MrPlanA’s initial message was a year ago, over a year later, the same concern is present. How are you fixing this @vzw_customer_support
?

I am having the same issue as many of you above. I've tried multiple attempts now to restart the router, troubleshoot, and reconnecting the box, but it keeps dropping after a few minutes of use. It's so frustrating trying to work from home when you can't log in to the Wi-Fi you pay for. I've been having this issue for the past few weeks, and I'm looking into other providers because of how ridiculous and spotty the service is.

vzw_customer_support

Oh, wow! Dealing with service issues can be frustrating, especially if you are encountering 5G Home Internet connection problems. Verizon is here to help.

When did the issue start? What recent changes have you made? Are any of your other devices encountering similar issues? Aside from the connection problems, any other dilemmas?

~Gilbert

vzw_customer_support

We're sorry to hear that you're having problems with your home internet! The last thing we ever want is for service issues to get in the way of your work, and we're going to do everything we can to help you. We're sending you a Private Message so we can take a closer look at what's going on.

~Jesse

Same issue here. Ridiculous. Back to Comcast we go….

Mines absolute trash. Worked great for almost a month and now it’s in and out.. terrible customer service as well. Been w Verizon 15years… time for a change

vzw_customer_support

Jreuhf,, let's figure out what the issue is with your 5G Home Internet and make sure you're getting the best service possible. We've sent you a Private Message where we'll find a solution.

~Jesse

vzw_customer_support

We're sorry to read that you're having issues with your service. Does this issue happen at certain times of the day? ~Peter

I have been dealing with this for 3 weeks now. I was sent a new router but the connection is constantly dropping. I just turned off the Wi-Fi and did a speed test on my phone cellular only and my download speed is only 8mpg. My friend can’t get 5g on her phone in my house. I have been with Verizon for 21 years but am considering leaving when I can only get one bar in my house.

Yes, down in Charlotte right now!! It has been pausing, skipping, pausing, skipping every second of every minute, I cannot work! Absolutely disgusted the service was wonderful? What has happened Verizon? I’m about to cancel service!

vzw_customer_support

Thank you for your loyalty these 21 years. We are not ready to lose you. Let us help. Please tell us a little more. Did you recently move the 5G Gateway to a different room or address?

~Maria

To anyone curious whether the "PM"s help at all the answer is no. They just have you jump through the same hoops they always do, to no end and with no resolution of the problem. There is obviously a major issue with Verizon's 5G internet system that they have no idea how to fix (and/or don't care to!).

Yep, everything worked pretty well until a few months ago when my internet started dropping a few times a week, the it was a few times a day, now it’s a few times and hour. I came here because it just dropped and reconnected 4 times in 10 minutes. I work from home and I cannot get anything done. I’ve done the live chat, put in a ticket, spoke to a live agent , they all tell me things should work now but they don’t . When I asked Verizon for a refund for my service this month because it’s not usable, they said no. I intend to foil Verizon for the number of complaints in my area and then put in a complaint with the better business bureau. You can’t sell a service , claim that it works , and then have all these people having the same exact problem. Clearly it DOES NOT WORK. I’m definitely frustrated .

vzw_customer_support

Hello, EE511. Help is here as we konw how important it is to have reliable service. So sorry to hear this is happening. Just to confirm, has there been any changes in the location? Since the ticket has been submitted, have you received word back on the outcome?

-Natasha

No Maria. I replaced the old gateway with the new one sent to me and put it at the front of my house facing west by a window where it has always been and am continuing to have problems. I consistently only have one bar of service on my cell connection on my phone in my house.

vzw_customer_support

Thanks for getting back to us Troop. When did this issue start? What zip code are you in?-Joe

I have same issue. Finally Verizon technical support told me I shouldn't have their internet at my home. Worked great from Dec 4,2023 to last 3 days. Now totally unreliable and drops whenever it wants to! Switching to TMobile 5G as soon as equipment gets her. Was told definitely will work at my home

Yeah. Same. Their coverage is garbage and they are gonna lose me as a cell phone customer shortly—-their 5G coverage is an absolute dumpster fire. Switch it as soon as you can.

Quick Links