5G Home Internet connection

[MrPlanA]

Has anyone had an issue with their 5G Home Internet # 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 gatewayView from Gateway admin during outage. I can access the gateway but it shows no Internet connectionPingplotter showing every outage over 24 hours. They've started to increase with frequency.

[Carguy56]

Just the last day I started having this problem  2 iPhones and 2 direct stream devices are on the network.  I have a desktop also rarely used.   What is going on. Internet drops from 1-10 minutes and then works for 10-30 minutes and then starts all over again.  Used my phone and Verizon app to get best place for modem.  Checked tv and streaming device both have excellent signal strength but everything’s drops whenever it wants to. 

[vzw_customer_support]

As someone that depends on their connection on a daily basis, I know how important it is to stay connected. Let's look into this, when did this start? What are the speeds you get on those devices when this happens?

~Freddy

[Electrik]

Please stop with the private notes and post a solution

[vzw_customer_support · Accepted solution]

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

[JSM5]

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.

[Amberhudson]

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 

[FloridaChris]

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.

[vzw_customer_support]

Having a relaible home internet connection is a must, FloridaChris. I know if I was having frequent disconnects, I would be as frustrated. Let's work on getting this fixed. It sounds like you recently got the service, and for the first few days it worked without issues. What, if anything, changed before this issue started happening? Can you share with me the nearest cross-streets and city where this 5G Home internet is installed?

-Joseph

[Chajtek]

I did what the agent is asking you to do many times and it never solved the problem

[vzw_customer_support]

Hello, feminemsux1. Help is here as we know how important it is to have working, fast service. Please tell me more. What are the speeds you are receiving? Are you able to share a screenshot of the speed test with us? 

-Natasha

[jhaller]

I am happy to say that over the past 3 or 4 months, I have experienced very few internet dropouts.  Since November, I have only had about 1 dropout per month.

Unfortunately, this improvement in connectivity seems to have come at the price of a slower connection.  Previously, I regularly tested my internet speed at 200 to 300+ gbs.  Now it is routinely in the mid 100s, sometimes in the 70 to 100 range.

I am not happy about this, but I guess a slower, reliable connection is better than a faster connection that drops out multiple times a week.

[chingy4ever]

i call duck tales on the claim the outages are normal.  i dont know if its because the ip addresses are from another state but they need to auto assign ip in the state you are in. my ip points to nevada even though im in phoenix

[Crosscreekhome]

I have the exact same problem. This service was great for the first month and now the connection drops every 30 to 60 seconds and returns for about the same amount of time before it drops again. Sometimes it’s great but more often it is not. I work from home and as the director of the IT department I need to have stable service. This needs to be corrected soon or I will be forced to find another service provider.

[vzw_customer_support]

I know how much my life demands a reliable connection to the internet, Crosscreekhome. As the IT director for your company, you know how important it is that you have a reliable connection as well. We're here to help. Please be on the lookout for a private note from us, so that we can better assist.

-Joseph

[gerardaroy]

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

[gerardaroy]

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.

[willonious]

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. 

[vzw_customer_support]

We want to make sure you're not having issues with your service. We'll send you a Private Note shortly

~Jesse

[willonious]

I canceled my service yesterday. 

[jpesci17]

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.