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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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Re: 5G Home Router restarting every hour or two
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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