5G Home Internet Persistently dropping Internet multiple times daily

[MarkHunnibell]

Hello

I have been trying (with no luck) to get Verizon to assign qualified technicians to diagnose a problem I have been experiencing for over three weeks. The CR1000A router they sent worked OK until about a month ago and then we started experiencing intermittent outages (not slow... just OFF) of between 5 and 45 minutes at all hours of the day.  The script reading "technical support" people first tried to claim I had too many devices or that I needed an  extender which they would send but never did. When I called about the lack of arrival of the extender, the next guy I got connected to admitted that was not the problem and that, after trying a number of other things, he arranged to have a new CR1000A sent out. It arrived on Monday and I began using it on Tuesday.

Unfortunately, we experienced the same problems. I finally found the "System Log" on the web-browser-based administration service for the CR1000A and scanned it to discover a complete record of all the DOWN and UP entries from the log. Here is an example of the log entries:

2024 Sep  47:59	internet_status	info	[WAN.6][SYS] InstallationMode:1, Detect Internet status is down
2024 Sep  02:06	internet_status	info	[WAN.6][SYS] InstallationMode:1, Detect Internet status is up

I have analyzed these entries and can verify that, when it said it was down, it was down (and up when it said it was up). During all these outages, the signal bars on the CR1000A show three white bars and the WiFi symbol showed WiFi operational. We are less than a half a mile from the Cell tower (I can see the top of it from my living room) and we receive 5GUW on our Verizon phones, so the problem cannot be claimed to be a signal issue. One of the supposed technicians I spoke with agreed that, after replacing the CR1000A and still experiencing the same problem, the issue was some kind of equipment or software problem at the receiver/transmitter at the Cell tower and they would have to dispatch local technicians to investigate.

Three days went by and nothing got better and I did not receive the promised follow-up call, so I called Verizon three hours ago and the guy today immediately claimed the problem had been resolved and the ticket  was closed. I was outraged they would do this because it was clearly not resolved. So the guy I spoke to today told me that he would talk to his supervisor who would send an email to the US-based technician who would be physically inspecting the facility and contacting me for an appointment and, if necessary, to inspect the CR1000A logs, etc. We got off the phone at two and half hours ago and I have not received the promised call back or email.

My analysis of the System Log file indicates that my CR1000A has been completely disconnected from the Internet 5.6% of the time since installation on 10 Sep 2024... 25 different outages accounting for 5.6% down time.

I am posting this information and the summary data extracted from the System Log below in the hopes that SOMEONE at Verizon will actually read it, wake up, and get the lead out and get someone out there to fix it. Right now, it  looks like Verizon has sold a product and service they cannot deliver. I believe the applicable phrase is "false advertising" but "fraud" may be apt as well.

All dates and times below are Eastern Daylight Time. The time in the far right column is the hh:mm:ss that Internet was working, and the second to right is the hh:mm:ss that Internet connection broke and how long it was down.

Event	dd mmm yyyy hh:mm:ss	Down Time	Up Time
up	10 Sep 20[phone number removed per the Verizon Terms of Service]:44:58		03:12:55
down	10 Sep 20[phone number removed per the Verizon Terms of Service]:57:53	00:01:35
up	10 Sep 20[phone number removed per the Verizon Terms of Service]:59:28		00:00:55
down	10 Sep 20[phone number removed per the Verizon Terms of Service]:00:23	00:00:31
up	10 Sep 20[phone number removed per the Verizon Terms of Service]:00:54		21:22:24
down	11 Sep 20[phone number removed per the Verizon Terms of Service]:23:18	00:04:09
up	11 Sep 20[phone number removed per the Verizon Terms of Service]:27:27		00:05:50
down	11 Sep 20[phone number removed per the Verizon Terms of Service]:33:17	00:04:09
up	11 Sep 20[phone number removed per the Verizon Terms of Service]:37:26		02:58:28
down	11 Sep 20[phone number removed per the Verizon Terms of Service]:35:54	00:04:08
up	11 Sep 20[phone number removed per the Verizon Terms of Service]:40:02		10:39:07
down	11 Sep 20[phone number removed per the Verizon Terms of Service]:19:09	00:04:27
up	11 Sep 20[phone number removed per the Verizon Terms of Service]:23:36		00:00:55
down	11 Sep 20[phone number removed per the Verizon Terms of Service]:24:31	00:19:25
up	11 Sep 20[phone number removed per the Verizon Terms of Service]:43:56		08:10:47
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:54:43	00:04:08
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:58:51		00:05:57
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:04:48	00:04:03
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:08:51		00:05:55
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:14:46	00:29:51
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:44:37		02:17:35
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:02:12	00:39:08
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:41:20		00:05:56
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:47:16	00:04:02
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:51:18		00:05:57
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:57:15	00:19:03
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:16:18		00:05:52
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:22:10	00:14:11
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:36:21		00:05:52
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:42:13	00:02:44
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:44:57		03:25:08
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:10:05	00:07:33
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:17:38		00:05:53
down	12 Sep 20[phone number removed per the Verizon Terms of Service]:23:31	00:21:52
up	12 Sep 20[phone number removed per the Verizon Terms of Service]:45:23		17:07:36
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:52:59	00:04:03
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:57:02		00:05:52
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:02:54	00:23:47
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:26:41		00:06:19
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:33:00	00:04:03
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:37:03		00:05:53
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:42:56	00:03:50
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:46:46		01:16:12
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:02:58	00:04:07
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:07:05		00:15:55
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:23:00	00:19:04
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:42:04		00:05:52
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:47:56	00:04:12
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:52:08		01:55:51
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:47:59	00:14:07
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:02:06		00:05:57
down	13 Sep 20[phone number removed per the Verizon Terms of Service]:08:03	00:09:04
up	13 Sep 20[phone number removed per the Verizon Terms of Service]:17:07

[vzw_customer_support]

Hey there, MarkHunnibell, we can definitely understand it's inconvenient for yoru service to drop out on you throughout the day and want to help get a lasting resolution for you. So we can better assist, we will be reaching out via Private Message.

-Lauren

[MarkHunnibell]

I do not know what Private Message you are talking about, but I am assuming you are a Verizon employee, know who I am (account number, etc)  and you know how to contact me by email (which is what I prefer). The Verizon Support Ticket Number I received earlier this week was *****. I am not sure if that was closed out and a new one created, but the information I posted should be enough to identify the issue.

[Raddfam1]

Mark,

I  feel your pain.  I am having a similar issue, but not full drop outs,  just slows down to 1 or 2  mps down.  Lulls in service speed may be for an hour or overnight.  Eventually, it picks back up to ~50 mps, which is acceptable and may last a good part of a day.  Still early in my experimentation and learning its trends (if there are any).  Mine, like yours, is a fairly abrupt event, so I don't think it is traffic where I expect a slow trend over an hour.  Service speed just seems to abruptly drop and stay slow for typically for an hour or two.  Verizon, any possibility  of other RF getting in the way?  I do have a high school and fire dept more or less in line with my "north tower" (~0.5 miles away).  Possibly a ham radio operator or two.  Verizon claims it nothing on their end.  I am on my second gateway with the exact same symptoms.  Fortunately, I do have another cell tower to connect, my "east tower" (~1.5 miles away).  Its further and supposedly slower (lower frequency bands?), but very reliable.  So, when I put the gateway in my east window I'm reliable,  but slow.  In my north window, I'm fast, but intermittent , arrrgh!  Anyhow, I haven't seen the 100 mps that I am paying for, so commiserate with regard to the fact that they cant deliver what they promised.  I want it to work and I'm patient,  but I'm going to have to pull the plug at some point if THEY (not me) don't address THEIR (not my) problem.

[vzw_customer_support]

Hello, Raddfam1. Help is here as we always want you to have only the best in service with us. I have sent you Private Message for further assistance. 

-Natasha

[MarkHunnibell]

Unfortunately, this problem persists. It is more sporadic, I suppose. Also unfortunately the resulting "Private Message" exchange resulted in communications with the same circular discussion about sending a third device or too many devices connected to WiFi. No one had any means to escalate or have me communicate with the technicians in the United States who supposedly had been out to check the equipment at the cell tower and found nothing wrong. So I contacted the office of the CEO of Verizon in New Jersey. Within 30 minutes I received a call back from an executive assistant who committed to get to the bottom of this and send a technician out to the site and my house if needed. He said it would take a few days to schedule it and I have not heard back yet, but at least he was not just reading from some script to deflect attention from what is clearly an equipment failure at the local level (not inside my house).

[Storej2]

I’ve been having the same issue for a week now. I work from home and multiple conference calls through teams which are continually dropped. Have had the service for 2 years with best to no problems. Replaced the device and seemed to get better for a day and now back to the same thing. Completely unacceptable and I have a hard time believing it’s a cell tower thing because then wouldn’t cell service not work either??

[vzw_customer_support]

We strive to provide reliable service, and we are concerned to learn that you are experiencing issues. To better assist, tell us a little more. Did you recently move the device to a new address or a different room? Do you have problems connecting to all the devices at home or to one in particular?

~Maria

[Storej2]

I had the same device for 2 years and was in the same exact spot for a year prior to the issues starting 4-6 weeks ago. I got the new version of the box sent out and have still been experiencing the issue multiple times a day with the internet fully dropping out. Something changed in the last two months on the Verizon side of things but will not be told what it was or how the problem will be rectified. Considering my cell service works when the WiFi internet is down means that it should not be a signal issue. 

[vzw_customer_support]

I'm sorry to hear you are having these issues. Let's look into this together. What zip code are you in? What plan are you on? -Joe

[NRF]

Same issue.  Started when Verizon had national outage.

[vzw_customer_support]

Oh, no! Dealing with connection issues can be frustrating, especially when it comes to your 5G Home Internet. Verizon is here to help.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[Vera15]

I've had the same problem since September - intermittent disconnect from the internet multiple times a day. Sometimes not so bad but most days it's very problematic. Online friends have suggested switching to various different providers, I don't want to do that. I don't know how to reach a person at Verizon to talk to about the problem  and with no one to help I don't know what to do. I'm elderly and have been a customer since 2009. I have to say that in all these years this is the first time I've ever had a problem of any kind. .

[vzw_customer_support]

I know how much an intermittent issue would be disruptive to myself, Vera15. I would be happy to assist. You mentioned that this started first in September, do you recall anything that changed around the time that this started? When you disconnect, does this impact all devices on your network, or only specific devices?

-Joseph

[Vera15]

I only have one device - my computer. And it suddenly disconnects - it doesn't seem to be shutdown, the tabs are still open but there's no connection. I don't recall that anything happened around that time. When it happens if I open the troubleshooter it tells me the DNS server is not responding.

[vzw_customer_support]

Thank you so much for that information, Vera15! We'd love to take a closer look at your account and device, and find out what's going on. To best assist, we'll be sending a Private Message. 

~Izzy

[JsR73]

So we are located in Florida and this service is new to the area and door to door ppl came and spend a half hour trying to convince us the this would be making a fool out of our spectrum… so much so that they sent us a WiFi access cube to try for a month at no charge…. Well… let’s just say I don’t think Spectrum has anything to worry about. We never ever had any issues like this with them and will be keeping them. For last couple weeks we’ve had this it fails to load some images on certain pages … random outages (like you all described) and signal text never gets more than 1 notch out of 20 or whatever… and the door to door ppl held their “signal tester” and claimed it was outstanding. 

not a good way to start a new service in an area with only one option to try and out sell … albeit the one option performs. 

[NJ_Hiker]

Same problem here. Our 5G LTE device loses internet multiple times a day. Today I spent at least 3-1/5 hours chatting or texting with Verizon, explaining the same information over and over again to different people. The last tech support person offered to replace the router IF I added a new line to my account. Say what? 
My neighbor has the same service and says his internet is never dropped. So, if I have a faulty device (which btw fails the speed test too often when using the Verizon app), why would I be asked to add a line to get a newer modem ?  Our cell phones, also on the Verizon network,  have no trouble with internet when our hotspot is down, so it is clearly a problem with their internet service or device

as much as I despise Optimum, we are seriously considering going back to them if Verizon doesn’t act like they value us as customers and provide solution based tech support and customer service.

[vzw_customer_support]

Hello, NJ_Hiker. Ensuring you have the best in service is always our goal. Help is here. Please share more info on what steps were taken for troubleshooting. Also, your option to receive a replacement device is never dependent on your opening a new line of service. Was any reasoning given why this was offered? How long have you had the internet service with us? 

-Natasha

[rtzaragosa]

Same issue, old box perfect, got a new router box wifi goes out, reset it it will work for few hours then drops , very very  annoying! 

[vzw_customer_support]

Hello rtzaragosa! This is not the experience we want you to have with your new router box. I will be reaching out via private message to better assist you. 

-Luis