5G Home Router restarting every hour or two
Jjavery
Enthusiast - Level 1

I signed up for 5G Home internet a couple weeks ago, and ever since we received the first router, it reboots/resets/restarts itself every few hours. We will lose internet entirely, and then go and find out the box has the slow blinking white light again.

I have spent hours trying to determine a solution with customer support. Mostly they all seem to have me restart the router or factory reset. I was finally able to get a replacement router a week ago, and now this one is even worse! Nobody at Customer Support seems to know what they are doing, or how to fix this issue.

Did I just randomly get two bad routers, or is there something else going on?

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18 Replies
vzw_customer_support
Customer Service Rep

We are always here to help! Being able to stay connected with your service is definitely important, and we can lend a hand to troubleshoot! If you take the time to send us a Private Note, you can begin working with a live agent now! We look forward for the message!

*Roberto

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CastleRock
Newbie

I have the same problem.  Had my 5G GW since February and it resets itself about 8-10 times a day, taking about 5-10 minutes to bring service back online.  This is simply a no-go for me as I work from home and getting disconnect during meetings I'm running is simply not going to work.

Customer support was of no use and they either don't have an escalation path or aren't allowed to use it.... I don't know but it's clear this problem would take actual product support engineers to figure out.

In fairness - when my 5G GW works, it's outstanding with 1GBe easy to achieve, low latency, etc..  It's way better performance wise than my Starlink (though my Starlink actually stays online, albeit with latency jitters at times, all day long).  Unfortunately I may have to return my 5G GW if I can't find any help.

Anyone else having this issue?

Regards,

Chad

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vzw_customer_support
Customer Service Rep

 

Thank you for reaching out, CastleRock

I will be sending you a PM.

so we can take a deep look at it.

Our goal is to assist our -customers on the isssues they might be going through, so it can be solved.

 

>Raul

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ocindymom
Newbie

Same here. Worked great for the first 2 weeks.  Now we are traveling and need to monitor our home and the box has quit working twice in 2 days requiring a call to customer support to request they reset the box.  It works for a day then the same thing happens again. 

Ar this rate we will need to return the box and go back to our trusty little jetpack which seems to be more reliable. 

if anyone has suggestions on how to remedy this let me know. 

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vzw_customer_support
Customer Service Rep

We understand the need for reliable service, ocindymom. Please tell us, are you still experiencing issues with your 5G Home Internet device? What troubleshooting steps have you completed thus far?

 

~Izzy

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vzw_customer_support
Customer Service Rep

Hello ocindymom. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help

~Ivone

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thelackie
Newbie

Mine resets once or twice daily...very frustrating...Works awesome except for the unexplainable resets...anyone find a solution?

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vzw_customer_support
Customer Service Rep

Seeing that your device restarts randomly is definitely concerning, and we will be glad to help. We contacted you via Private Note to continue assisting you.~Geo

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WorthVerCust
Newbie

My Internet Gateway has worked very well for months, yesterday I started to get the random restarts of my device.  Yesterday the system at one point connected to the 4g network here.  When I ask the device to check for new firmware, the check fails.  I have restarted the device a few times (other than when the device restarts itself). Would rather not do a factory reset since the device has worked very well now for months.

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vzw_customer_support
Customer Service Rep

WorthVerCust, we're sorry to hear that you're also having problems with your internet. We're going to send you a Private Note so we can figure out what's going on. 

~Jesse

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frustratedUser100000

I have the same problem with a brand new Verizon 5G Internet Gateway (ASK-NCQ1338) running firmware 222656.  It's infuriating that there is no guide online for users experiencing this to address it themselves.  The help tool at www.verizon.com/support/verizon-internet-gateway-ask-ncq1338/  doesn't even have the right UX screenshots for troubleshooting the device's admin panel.  Please help in a way that DOESN'T involve me having to sit on the phone talking with someone.

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vzw_customer_support
Customer Service Rep

 

frustrated We definitely want to help you out with your 5G Router concern. Did this issue start with the firmware update? ~Peter

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This did not start with a firmware update as far as I understand.  The router box says software version 222146.  But the admin console says the firmware is 222656 and that no update has ever been applied.  Also, when I click the "Check for updates" button in the router admin console under device settings, I get a message, "Check for new software failed.   There was a problem while checking for new software. Try again?"  

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vzw_customer_support
Customer Service Rep

frustratedUser100000, thank you for the information. We want to gather more details and we'll send you a Private Note shortly.

~Jesse

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vzw_customer_support
Customer Service Rep

Following up on our last message. If you still need assistance, please let us know, and we'll be glad to further look into this.

~Freddy

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Amazing_Pao
Newbie

This starting to happen to us too! First week was ok. But this past few weeks and while typing this message, router reboots it self! Blinking white light! And my daughter and wife notices too everyday since my wife is work from home. 

do we have a work around for this? I tried resetting & buying an asus ax11000 router 2 weeks ago, disabled wifi on the router to avoid stress on verizon box but still same issue

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capri1983
Newbie

I've had the exact same issue the entire time I've had the service, for like a year. The only exception is for some reason during most of December 2023, the connection was rock solid. No disconnects. Not until the very end of December, then it started again.

Except for that? Yeah, just constant disconnects throughout the day.

While I don't have the strongest signal where I live, I find it hard to believe it's dropping signal. I have a phone with Verizon service and if I tether to my phone, I can use internet through that all day long without a single problem. My phone can even get a 5G signal. The cube, on the other hand, seemingly can't even get one. It's always on a shaky-at-best 4G signal.

But yeah, using my Verizon cube, even when it's placed in the exact same spot as my phone... Just constant disconnects/resets. It defies logic, and has defied logic for a year now.

When I originally posted about this, I received absolutely no help from anyone. I tried to call customer support multiple times, spent an hour waiting each time, and nobody ever picked up. It's ridiculous.

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vzw_customer_support
Customer Service Rep

Amazing _Pao We're sorry to read about the issue with your router. Were any changes made to the router before this issue started? Have you tried resetting the unit? ~Peter

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