Firestick wont connect to 5G but will connect to secondary router

[medinapool]

Help me solve this riddle. I cannot connect to my Verizon 5G router with 3 different firesticks.. It's been working for a year with no issue.  Last week I had to reboot the Verizon box for a different weird error. However, I can connect 2 a secondary router that goes through my primary Verizon box/router.  How can the main router not connect but the secondary router works? I have rebooted 5G box, checked firmware, verified firesticks are all set correct and working fine under another router. My main reason for this concern is my recording device needs to be on the same router as the sticks and i haven't figured out how to change it. But again i shouldn't have to. 

[vzw_customer_support · Accepted solution]

Please try these troubleshooting steps provided directly from Amazon: https://www.amazon.com/gp/help/customer/display.html?nodeId=G26UTV6XDUH28PHQ.

Please let us know how it goes.

~Gilbert

[vzw_customer_support]

Hey there, medinapool, thanks for reaching out in reference to your 5G Home. You mentioned you were able to connect your Fire Stick previously with no issue. What error were you running into that caused you to have to reboot? What issue are you running into now when trying to connect? You mentioned you are able to connect to another router. Is that going through a Fios router?

-Lauren

[medinapool]

So its really strange. 1st issue was 2 weeks ago. 1st issue since having 5G for over a year. One of my apps wouldnt stream half of my channels. I havent changed anything since i got my 5G box. Ran a speed test and all speeds and pings were solid. I hooked my firestick to my ASUS RT-AC56U  router for a test and the channels all streamed. I didnt want to change my connection from verizon box, so i tried rebooting the 5G box and that fixed my streaming issue. All 3 firesticks/recorders back on verizon 5G.  Now 2 weeks later, i have an issue with my recording box / firestick. They are not talking to each other and my recording box and firestick keep getting knocked off line. Keep in mind, i have 10-12 items connected to Verizon box and none of the other devices are getting knocked off line. Distance isnt an issue, recording box is hard wired. So i ended up taking three firestick devices off of Verizon box and connected them to the ASUS router (thats connected to Verizon 5G router hard wire). I have had no issues for last 3 days. I only have the ASUS router help extend signal to my back basement, 5G box is on 1st floor. 2 fire sticks upstairs and one in basement. 

[vzw_customer_support]

I want to make sure I'm on the same page. Can you access the internet with you 5G router? Are youexperiencingg any issues with Speeds?-Joe

[medinapool]

Everything is working fine except fire sticks won’t connect to Verizon 5G. All other devices connect with no issues. Speed is good, doesn’t make sense. I can connect to ASUS router but not Verizon 5G box.  

[vzw_customer_support]

Thanks so much for the details, medinapool. To confirm, what is the model of your 5G Home device? 

~Izzy

[medinapool]

ASK-NCQ1338FA   Is what I show on my account. 

[vzw_customer_support]

Oh, no! Being on top of your sevice is crucial, especially if you are encountering connecion issues. Verizon is here to help.

~Gilbert

[vzw_customer_support · Accepted solution]

Please try these troubleshooting steps provided directly from Amazon: https://www.amazon.com/gp/help/customer/display.html?nodeId=G26UTV6XDUH28PHQ.

Please let us know how it goes.

~Gilbert

[medinapool]

I will look at trouble shooting tips ASAP. I think from some other posts i have found my issue. I show 13 devices connected on my verizon app. A few are 5G but many are 2.4G. I think when i added a home security i went over my allowed connections. Causing me issues. That is why i can connect  2nd router with no issues. How can i move some devices to 5G? I think i read i can have 30 connections. Looking at my home i may have 20 total. 

[vzw_customer_support · Accepted solution]

Great questoin! This can all be done through the Admin Page.We have resources to help walk you through configuring your Gateway. Check the bottom of your unit to locate the admin page website info if you do not already have this. Check this resource out: https://www.verizon.com/support/knowledge-base-234484/

-Deb