How to Fix Intermittent 5G Home Internet Drops on ARC-XCI55AX Gateway?

[davidjames83]

Hi Verizon Community,

I’m using the Verizon 5G Home Internet with the ARC-XCI55AX gateway, placed near a window with a strong signal. Speeds are decent (~200 Mbps down, 15 Mbps up), but I get random connection drops every few hours, affecting both Wi-Fi and Ethernet devices. Rebooting the gateway temporarily fixes it, but the issue returns. Has anyone resolved similar drops? Are there specific settings in the My Verizon app or gateway (e.g., disabling SON or adjusting bands) that help? Any tips on checking for network congestion or tower issues?

Thanks for your insights!

[vzw_customer_support]

Hello and thank you for bringing this concern to our attention. It's always our priority that you are provided with the best possible service. We can help resolve your service issue. Im sending you a private note to troubleshoot this issue together.

-Will

[Fdbk]

Is the gateway on the latest firmware version 3.4.0.10? In Nov 2024, this version was released that addressed a performance issue where the internet connection would drop and restore with a reboot.

https://www.verizon.com/support/verizon-internet-gateway-arc-xci55ax-update/

[davidjames83]

Hi,

Thanks for the reply! My ARC-XCI55AX is on firmware 3.1.1.17, not 3.4.0.10. I’ve tried factory resets and reboots, but it won’t update, similar to issues reported here (https://www.verizon.com/support/verizon-internet-gateway-arc-xci55ax-update/). The admin portal shows no update option. Any tips to force the 3.4.0.10 update to fix the intermittent drops?

Best,
David James    

[Fdbk]

You're welcome. That firmware version 3.1.1.17 is old and behind about 3 years' worth of updates. There is no way to force it. Usually, the gateway phones home to the ACS (Auto Configuration Server) and if there is an update available it will flash overnight and reboot. It wasn't until version 3.4.0.10 that the ability for the end user to update it was added to the GUI. I would recommend having support send you a new gateway.

[vzw_customer_support]

We can help check on any signal and update issues with you. We are sending over a private note to get additional details. 

-Meg

[vzw_customer_support]

We had sent a Private Message to continue the discussion related to your Intermittent 5G Home Internet signal. This issue is specific to an individual account, so we will need to continue in Private Message to fully resolve the concern. Please contact us if you still need support.

-Sarge