Home Internet Network settings greyed out in MyVerizon app
BigUziVert
Enthusiast - Level 1

I set up my 5G home internet gateway a couple of days ago and it went down overnight, deleting the network name I had and losing connection. I was able to reset the gateway, but now network settings are greyed out in the MyVerizon app. 

How do I access the settings to rename the network?

24 Replies
Rgalvin
Newbie

So two years on this is still an issue with no resolution? This is comically embarrassing for Verizon. I’m still having this problem. 

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vzw_customer_support
Customer Service Rep

 

We would love to look into this with you Rgalvin. Was this for Fios or wireless service? What are you attempting to do in the my Verizon app? -Joe

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szhong
Enthusiast - Level 1

I got the exactly same issue here

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dquicknc
Enthusiast - Level 2

I have the same issue! I submitted a support ticket with Verizon, but haven't heard anything from them! 

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vzw_customer_support
Customer Service Rep

Hey there, dquicknc, thanks for reaching out. You mentioned a ticket was sent in about this issue. Do you recall when that was done? 

-Lauren

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dquicknc
Enthusiast - Level 2

4.23.2024 was when the ticket was submitted. 

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vzw_customer_support
Customer Service Rep

Happy Monday! dquicknc, thanks for following up. Our goal is to offer the support you need.

 

We sent you a Private Message, please review at your earliest convenience.

~Gilbert

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dquicknc
Enthusiast - Level 2

Ticket submitted 4.23.2024

Verizon Msg: Your issue is being investigated. Your ticket number is *****. Thank you for being the best part of Verizon.

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vzw_customer_support
Customer Service Rep
@dquicknc  wrote: Ticket submitted 4.23.2024 Verizon Msg: Your issue is being investigated. Your ticket number is *****. Thank you for being the best part of Verizon.

 

Thank you for confirming your ticket information for us. Can you please attempt the following steps and let us know the outcome?

 

Please confirm that you are able to login into your my verizon using web browser either phone browser or desktop browser. For now lets clear your cookies / data from the app. ANDROID: Go to settings , there should be a search bar Go ahead and search for MyVerizon app. Select it and go into the settings. Select storage and cache. Go ahead and select clear cache and clear storage after that go ahead and uninstall it from the settings . Go into your app store and download the latest version. IOS: Go into settings select general> Iphone storage > Let it load Scroll until you find the my verizon app. Select offload app. After that delete the app from the settings. Re download the app and try again.

-Andi

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dquicknc
Enthusiast - Level 2

This did not fix the grayed out issues with the app. I can login to the desktop and mobile browser web page for my Verizon. 

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dquicknc
Enthusiast - Level 2

I deleted cache and storage, un-installed updates, then deleted cache and storage again. From the play store, I updated the app and it is showing version 18.5.1.

The app is showing my 5g home internet is a non registered device.  

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dquicknc
Enthusiast - Level 2

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 When I click on the manage button, it goes to the page with the grayed out settings. 

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dquicknc
Enthusiast - Level 2

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dquicknc
Enthusiast - Level 2

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 Still dealing with this problem! It's been 2 weeks since I setup my replacement gateway /router and still can't use the my Verizon app to manage my 5G home internet! 

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vzw_customer_support
Customer Service Rep

Are you able to manage your 5G Home Internet using the steps outlined here: https://www.verizon.com/support/knowledge-base-227010/ We want to make sure that this is only an issue with the My Verizon app.

~Jesse

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dquicknc
Enthusiast - Level 2

Yes, I can login and manage my home internet through the WebGUI interface with no issues. My problem is with the my Verizon app. 

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dquicknc
Enthusiast - Level 2

My Verizon app worked fine with the first gateway /router I received in February. Only after replacing my original GW/router with a new GW/router from Verizon, I could no longer manage my internet and equipment with the app. It shows in the app as non registered. 

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mantc986
Newbie

I'm having the same problem. Were you able to figured it out?

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vzw_customer_support
Customer Service Rep
@mantc986  wrote: I'm having the same problem. Were you able to figured it out?

mantc986, if you're trying to adjust settings for your 5G Home/LTE Home internet, then you do need to access that through a different webpage than My Verizon. I've got a link to not just the Adminstration page, but steps on how to sign in here: https://www.verizon.com/support/knowledge-base-227010/

 

You sign in using the steps listed there, and information from your router. Once you've logged in to the router, you can do various changes and control the network settings. I've got a link to the 'How to's' for multiple items related to the 5G Home here: https://www.verizon.com/support/5g-internet-gateway/#browse

 

Let me know if you have any other questions. 

-John

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vzw_customer_support
Customer Service Rep

Hi Szhong, thank you for reaching out for assistance with your home internet. Do you get the same thing if you go through the internet rather than the app? Is your data connecting to any other devices? Were there any specific steps that brought about the grayed out settings? 

-Melissa

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