5G Home Internet connection
MrPlanA
Enthusiast - Level 2

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 gatewayPingPlotter 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 connectionView 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.Pingplotter showing every outage over 24 hours. They've started to increase with frequency.

Labels (1)
1 Solution
vzw_customer_support
Customer Service Rep

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.

View solution in original post

166 Replies
vzw_customer_support
Customer Service Rep

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

0 Likes
MrPlanA
Enthusiast - Level 2

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
Customer Service Rep

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

0 Likes
Pdog66
Enthusiast - Level 1

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

vzw_customer_support
Customer Service Rep

Thank you for reaching out to let us know your 5G Home Internet is not performing to your expectations. So we can gather more information we will be sending a Private Note. 

-Melissa

0 Likes
Chirp58
Enthusiast - Level 1

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
Customer Service Rep

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

0 Likes
mlathara
Newbie

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

0 Likes
vzw_customer_support
Customer Service Rep

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

 

~Maria

0 Likes
pizzy14
Enthusiast - Level 1

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 

vzw_customer_support
Customer Service Rep

We totally get where you're coming from and we want to find a solution to everyone's problem. We'll send you a Private Note so we can troubleshoot and help figure out what's going on.

~Jesse

0 Likes
E2132
Newbie

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. 

0 Likes
omegatoo1
Enthusiast - Level 1

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.

vzw_customer_support
Customer Service Rep

We're sorry to hear that you're having problems with your 5G Home internet. We'd love the chance to help find a solution. We'll send you a Private Note shortly so we can assist.

~Jesse

0 Likes
aggarwvi
Enthusiast - Level 1

do not send private note fix the issue .

vzw_customer_support
Customer Service Rep

Hello. We wanted to check and see if you still needed assistance. If you do, please don't hesitate in sending us a private note. 

~Ivone

0 Likes
jonahlang
Enthusiast - Level 1

Adding myself to the list for this issue. Worked well since 4/18 but over the last week+ the box has been slowly dying. At first it was just intermittent drops or issues with Alexa or my wi-fi cameras connecting but lately none of my devices except my primary PC can connect. They're all on the network but none of them are getting any internet, including my smart lights. My main PC drops for maybe 10 seconds every couple of minutes too. Very very frustrating. 

0 Likes
vzw_customer_support
Customer Service Rep

 

We're sorry to read about the issues you've been having with your home internet. We want to help. We've sent you a private note. ~Peter

0 Likes
Chajtek
Enthusiast - Level 2

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. 

0 Likes
vzw_customer_support
Customer Service Rep

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

0 Likes