5G Home Plus Internet connection drops randomly

[Sn4558]

I had signed up initially to the 5G Home Internet plan for $25/month, but I was having so many issues with slow speeds and constantly having to either power cycle, reboot or reset the ASK NCQ1338FA gateway box to get it back up and running. Several tech support calls later, Verizon sent me a replacement ASK NCQ1338FA and had me change my plan to the 5G Home Plus to get the unmetered higher speeds. But when I was still not getting the higher speeds, finally a customer service rep figured out I needed the gateway as high as it could be by a window on the second floor, and and with an extender in the first floor then the speed issue was resolved. 

However, with the speed issue resolved, now it is noticeably that the 5G Home Internet connection was also and still is dropping randomly. 

The light on the Gateway stays steady white, but the gateway is unresponsive until I manually unplug/replug to power cycle the box.  When I contacted Verizon technical support once again, they synced the exterior and interior network which they explained had to be done due to the fluctuations in the Verizon network which can cause it to become unstable and unreliable. 

Well, the problem with the 5G home internet dropping and becoming unresponsive and unreliable is still happening. The Verizon tech support rep did tell me that if syncing the networks didn’t solve the problem the next thing to do is call back and update the software. 

I have had so many calls with Tier 2 support reps and tried so many “solutions”, I don’t think a software update to the new ASK NGQ1338FA they sent me as a replacement to the previous box is going to solve the problem with the gateway disconnecting from the Verizon network 

One of the Tier 2 support techs told me the ASK NGQ1338FA has quality control issues and it was the initial gateway Verizon launched its 5G Home internet services with but its functionality is limited and technology outdated.  The only real solution to resolve the connectivity issues would be to get the Verizon 5G Ultra Wideband

[wanjudadao]

It happens to me very requent(almost everyday) after I setup WiFi extender. Really suspect something is off with those devices. 

[smith6612 · Accepted solution]

Is the WiFi Extender a third party extender or a first party (Verizon)  extender? If you're using a Third Party extender, you'll need to make sure your Verizon router is not using automatic channel selection on the WiFi. This is because the router will mistake your repeater as a nearby interfering network, and it will change the channel being used. The repeater must follow the same channel your router uses if it is in wireless repeater mode, therefore it'll cause a never ending loop of making your router constantly change the channels. Fixing this is as simple as logging into the Verizon router's Web Admin, visiting the Wireless settings, and selecting a 2.4Ghz and 5Ghz channel.

Channels 1, 6 or 11 are recommended for 2.4Ghz. For 5Ghz, any channel works, but note that the channels between 52 to 144 are "special" DFS channels, and not all devices support those channels, so choose the channel which works best for your devices.

If the issue is with a Verizon extender, wiring the extender into the Verizon router might help, as well as once again, setting fixed wireless channels on the Verizon router (and if possible, the extender).