LTE Home Router Firmware Update appears to cause disconnections

[Bootylactin]

Software Version: 204453

Applied On: 11/16/2020 00:08:17 CST

In the last 30 hours since this update, the LTE Router has lost connection to the internet 5 times, requiring me to power cycle the device to return it to operation.  In the midst of these disruptions, the indicator light on the front of the device remains green, however no data flows in our out.

If this happened on any other router I've owned, I'd re-install a previous firmware to confirm that is in fact the problem here.  However no such option exists here.

And while we're on the subject of missing options, a "reboot" button in the UI would be helpful.

And in the midst of typing this it dropped a sixth time.  So I grabbed screenshots to show what the UI is reporting.  Though some of these will appear to report everything is functional, the connection was dead when I took these.  My signal strength fluctuates between 3-5 bars, and has always been rock solid (even on 3 bars) prior to this.

[_jay_]

Same issue here.  I reported this a week ago when my first router got the new firmware.  Referenced it being a firmware issue then.

My new router arrived yesterday, it updated the firmware last night (1:07AM) and we woke up to another offline modem.

As reported a restart works - which requires a physical visit to the mode as there is no reboot option in the UI?!?!?!

Support is clueless.

[vzw_customer_support]

_jay_, we are disheartened to learn that you and many others are having this issue, but we are here to help you with this as we understand having a working device at all times are important. What troubleshooting steps have you already completed besides the reboot? What is the zip code and intersection to the nearest area you're being affected in?

KevinM_VZW

[_jay_]

Thanks for you interest in helping.  I have walked every troubleshooting step on your list.  Including getting a new modem.  As soon as the new modem got the updated firmware the problems started again.

This is not a service issue, its a firmware issue.

The service was great up until this firmware update.

Is there a third-party modem that is approved for use?

[vzw_customer_support]

We want to ensure you get the assistance you need with your router concerns, _jay_. Could you please clarify which list you are referring to? Please send us a Private Note, at your earliest convenience, so we may offer more account specific support. 

CheyenneS_VZW

[_jay_]

I was referencing everything your reps had me walk through.  @vzw_customer_support PLEASE just escalate this issue and STOP giving us level 1 info.  It's the firmware that is the problem.  Not the SIM card, not our service, not this or that that.

[Dsmize2011]

@vzw_customer_support  we have tried all of the trouble shooting steps listed for this device in your step by step trouble shooting. its 100% a firmware issue. Please escalate this issue ASAP! 

[_jay_]

Glad to see this thread getting some traction.  I was told that was the only way it would get attention and fixed.

The modem leaves a lot to be desired in general - I will ask again, any third party options supported? 

Forced updates, no bridge mode, cant restart remotely.  😞

@vzw_customer_support   Where are we at?  Whats next?

For those having issues, I have noticed if I don't have something plugged into the second LAN port I get a little longer time between required reboots.  This works OK for me as my real network infrastructure is behind the single LAN port.  

I had a single CISCO AP hanging off the second LAN port for work that seemed to cause shorter windows between reboots. 

[Dsmize2011]

@_jay_  unfortunately for us this issue seems to be random. Sometimes we can go 8 hours without it freezing. Then we reset and it goes out in 15 minutes. Then the next time a couple hours. Really frustrating experience after 3 months of working flawlessly. We need to be able to rollback to the previous firmware. Idk why that isn't an option. 

[vzw_customer_support]

Hi, Dsmize2011. Our apologies that this has been your experience. Help is here. To confirm, have you received the SIM card that you previously mentioned? Did you receive the follow-up that you were referring to?

LorenzoP_VZW

[Bootylactin]

@_jay_ if you haven't already, you can "fake" a bridge mode by putting your own router in the DMZ.  I need to submit a post with instructions on how to do this; I had started another thread weeks ago asking about bridge mode when I "solved" it with the DMZ.

And speaking of Traction, I think it would help if everyone who's responded to this thread (and those experiencing the same problem who haven't posted) smash the "I'm having this problem too" on the first post.  Maybe that will get some more eyes on this.

[Dsmize2011]

@_jay_  and @Bootylactin  have either of you gotten anywhere with support on the phone? I am talking to them right now and to be honest they seem pretty clueless sigh....

[Bootylactin]

@Dsmize2011 weeks ago, I jumped through the support hoops you're currently in when seeking an answer on bridge mode.  The lower tier tech support has no idea about this service/equipment, let alone some of the more advanced topics we're discussing here.  

Eventually I was forwarded up the chain to a tech (his name was Gilbert) who was specifically assigned to the Home Internet service.  He knew what bridge mode was, and fully understood what I was trying to do and why (I've got two Asus ZenWiFi AX routers wired together with an ethernet backhaul that allow our WiFi network to be strong throughout our entire house).

Keep asking for someone specific to Home Internet.  It took multiple attempts but eventually I got there. 

[Dsmize2011]

@Bootylactin  I'm working with someone specifically from the home internet department. She said when the firmware update it cleared out some of the information on the router so she filled that back in and it might fix it ? Time will tell.. will update as I know more 

[Bootylactin]

@Dsmize2011 is this something we can do ourselves, or will it require that everyone with this problem call Verizon's Home Internet techs?  I have to believe pushing a firmware update would be a better (and faster) solution here than a bunch of customers with non-functional equipment that have to call tech support.

[Dsmize2011]

@Bootylactin  - no idea unfortunately... I have her scheduled to follow up later today and we will continue going through the hoops if it doesn't resolve the issue. She said it could also be sim card related and has a new one being shipped out today. Will update as I know more. 

[_jay_]

SIM related.  LOL.

I've had everything thrown at me from bad service to resetting to default (that doesn't get rid of firmware).  I even got a new modem shipped out - worked great all night until it update the firmware in the early morning.  A few hours later, it was dead.

One tech who was trying to help was trying to send me the 5G modem, but the system wouldn't let him as 5G service is not in my area.

[vzw_customer_support]

We would be happy to review this for you, please meet us in a Private Note. 

[vzw_customer_support]

Dsmize2011, it sounds like you got a hold of the correct department. We are confident they will get tot he bottom of everything for you. Please let us know if you come across anything else. Keep in mind, you can always reach our support teams directly at:

https://www.verizon.com/support/contact-us/

- ChristineK_VZW

[_jay_]

@Bootylactin , thanks I saw the DMZ solution - its frustrating to me we have to do a work around.

[Injunbilly1]

What is the DMZ solution?