MyVerizon and 5G Home Internet

[dennyg73]

First, I've been using the 5G Home Internet Gateway box in "passthrough" mode to my personal ASUSrouter, for almost a year, where all my required port forwarding is done on my LAN.  About a week ago, I suddenly could not connect to MyVerizon or any Verizon internet site. Tech Support informed me that changes were in progress to tighten security issues, and it would take 24 to 48 hours. That was now over a week ago ... I still can't connect to MyVerizon via the Gateway.

NOTE: If I use my iPhone as a hotspot connecting via the cellular network, I CAN connect instantly to any Verizon website. In fact, that's how I'm posting this request.

So, what changed a week ago on Verizon's end? I've tried removing my router and setting up port forwarding in the Gateway box, and this works for basic Internet including getting to Verizon sites, but does not work when connecting to equipment in my office from outside my LAN; something is getting stripped off the SIP, RTP and CMD packets .

Any assistance or suggestion would be appreciated.

[vzw_customer_support]

We're sorry to read that you're having issues with accessing your account online. What error message is shown when trying to access the account? ~Peter

[dennyg73]

There is no error message ... the browser just times out. Please go back and "carefully" read what I've done, what previous support techs have done, and what the problem is. This is NOT a simple issue, and appears to be that something has changed on Verizon end to secure connections, which has broken my access.

Dennis

[vzw_customer_support]

I'm sorry to hear you are having these issues. I'm glad you can connect with your hotspot. Have you tried reseting your router? Are you able to go to other websites?  -Joe

[dennyg73]

Thanks for checking out my post. Well, I'm a tech for many years, and typically when I have a problem, it's always an escalated-level solution, and usually I end up solving it before the company I'm having a problem with. So, yes, I tried ALL the easy stuff. I can get to all other websites, only Verizon sites are a problem. So, something definitely changed when Verizon told me they were tightening security. I got blocked out, it appears, and can't find anyone that knows what happened, and certainly no one at first level.

It will be interesting if anyone from Verizon that know networking and what got changed responds to this problem. I have an open Ticket, but no response on that either. I think the usual channels of troubleshooting customer's problems do not apply here.

Best regards,

Dennis

[dennyg73]

So, can anyone at Verizon tell me what changed 2 weeks ago that now blocks me from going to Verizon websites? I got here by using my iPhone as a hotspot to bypass the 5G Home Internet gateway.

UPDATES: 

1. Reset Gateway box to router mode, removed home router (Verizon access works, but port forwarding to LAN device does not)

2. Set Gateway to "passthrough" mode, and tried two different routers (can't access any Verizon websites, but port forwarding to LAN device works without issue)

3. Turned OFF all firewalls and antivirus applications in both scenarios #1 and #2 above with same results.

4. Windows updates are current. Running Windows 10 Pro (v22H2) on Lenovo desktop

[vzw_customer_support]

We want to make sure that you're able to access your My Verizon when using your 5G Home Internet. We're going to send you a Private Note so we can gather more details.

~Jesse

[dennyg73]

The ONLY thing that isn't working is that I can't connect to ANY Verizon website. To do so, like to answer this message post, I must use my cellphone hotspot, also a Verizon account. Somehow, my IP must be blocked????

[AnonymousMember]

I have this same issue. Did this ever get resolved?

[dennyg73 · Accepted solution]

Yes. I removed the ASUS router behind the 5g gateway and use the gateway to do all my port forwarding and WiFi. Then, connected one of the LAN ports to a 5-port Netgear “switch” to provide the remaining LAN ports I needed. Everything is working fine now and all websites are accessible. 

[AnonymousMember]

Yikes. 

Did VZ ever give you a root cause or did you just give up?

Not going to remove my enterprise-grade router and replace it with the 5G Home Gateway's router just to restore access to MyVerizon.

[dennyg73]

No reason. The issue got escalated three times and was closed each time with no solution. I’m pretty sure it was related to a tightening of security, as the problem appeared right after I was told that’s what was being done somewhere on the network. 

[vzw_customer_support]

AnonymousMember, ensuring that you can connect to your services is a must and help is here! I have sent you a Private Note for additional assistance. 

-Natasha

[irvin31]

I am  having the same issue.  Tech support had me reboot my modem twice, then gave up. 
Any fix other than "disable IP Passthrough" would be appreciated.

I can connect to Verizon.com if I connect through Google VPN first from inside my 5G home interent, so this is defiantly an issue with the 5G network blocking some sites. Ironically it was also blocking the download of Google VPN (I had to connect to a different VPN to be able to download Google VPN  -   this is nuts)  

Same connection blocks occur on my phone and PC.  Oddly the phone connected directly to verizon cell service can connect to verizon.com. The same same cell tower used for the 5G home internet blocks the site 

[dennyg73]

The only remedy was to remove the ASUS router behind the 5g gateway and use the gateway to do all my port forwarding and WiFi. Then, connected one of the LAN ports to a 5-port Netgear “switch” to provide the remaining LAN ports I needed. Everything is working fine now and all websites are accessible. 

[vzw_customer_support]

We are concerned to learn you are experiencing connection issues, and we would like to help. To better assist you, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

[dennyg73]

You can't fix this, Maria. Just close any open tickets. Engineering could not determine what was causing the problem. 

Thanks for the follow-up.

Dennis