Slow / High Latency in the evenings. San Antonio

[j71rivera]

Every night for a week going on two, I have had slower internet with higher pings at night starting at about 5 or 6.  I've had 5G home service here for over a year.  At first, I noticed the issue running a few pings to 1.1.1.1 or 8.8.8.8 and found I was pinging these DNS servers at 300ms +- about 50, and then I would disconnect my cell from the wifi and do a speedtest.net and see my ping there to the tower was where it should be in the [phone number removed per the Verizon Terms of Service]'s I have visible. (Verizon)  So I rebooted the Verizon Modem and I'd get my speeds back. I had to do this 3 times daily to fix what I thought was the issue.  So I called during one of these issues and they said I needed a new modem.  It arrives tomorrow.  I don't think that will fix the issue.  Because now at night no amount of reboots fixes it.  And my cell phone is also now showing 300s at the same time the modem is. I have been in IT for over 20 years I can do this stuff in my sleep.  I'm sure I'm testing this right, but I think the tower is the issue. I work from home and also game from home with friends it's how we started seeing the problem. 

[scott31339]

So, you are having issues with your Verizon 5G internet? Well, we all do! Read below!

Verizon 5G internet is very dependent on your signal strength. Do you know what router you have? Have you posted what router you have?
Well, that's very important for figuring out what your issue is. Would you post what device you have? It's on the sticker underneath your router.

Next, 5G signal strength is the next most important! And I do not mean the bars, I mean the DB signal strength your router is reporting.
Please post what those numbers are!
http://mynetworksettings.com/ usually will allow you to login to the router, unless you set up some IP passthrough or other configuration.
If you did, you need to be able to figure out how to login yourself. If you are unsure how to connect HTTP to your gateway, research.)

Once you login to your router, go to your status page, and there should be a 5G signal strength. Please post your signal strength, copy and paste.

The smaller the number, the stronger the strength. (-90 is better than -110db) - Does that make sense? I have experienced -110 or lower will cause issues.
My experience is going to be different than you from another tower, I do not live where you do.

[tspeters1322]

4G -91, 5G -107.
I've had this service for 8 months, with the same signal strength, it is only in the last several weeks that there has been a problem, and for me it only seems to happen between 4PM and 11PM on the weekdays, and 1PM-11PM on the weekends. A good connection during these times is 20Mbps with pings of 250ms, sometimes it gets as bad as 2Mbps with pings of over 500ms.
Prior to this, and when people are off at work my connection is fine, between 280 and 380 Mbps, and pings of less than 30ms.
I truly believe this isn't a problem with signal strength, this is something related to the towers.
It isn't a coincidence that it happens after bankers hours when many people are home.

[vzw_customer_support]

Oh, wow! Dealing with tech issues can be frutrating, especially if it affects your data. Our goal is to help you out in the best way possible.

Let's gather more details. When did the issue start? What recent changes have you made? Who else is experiencing this problem? Aside from the data, any other problems?

~Gilbert

[tapeters1322]

This issue started a couple of months ago. Once it started happening I tried to ignore it for a couple of weeks, but then resetted my modem to defaults. Rebooted it several times. Reboots sometimes improved the speeds temporarily but never for long.
I got on with technical support three times, they were never any help, and in the end made things worse.
They had me reset my modem 3 more times, and reboot it several times. Which of course didn't make a long term difference as I had already done this. They claimed to have uploaded some file to the modem to "fix" the problem, but it of course always came back.
Eventually they promised a new modem would fix the problem. It only made things worse. My connection resets now several times a day, and never for less than 5 minutes at a time, sometimes for as long as an hour.
Not only that, when I contacted support to cancel and return the old modem, they messed up all my account information, so I couldn't log into my account, without creating a new one or something. They couldn't even help me with this. They said it would "fix itself in a week", but it didn't. I had to jump through a bunch of hoops to get this account going again.
Oh, and they wanted to charge me an additional $12 this month because both modems were in my possession for a day because I didn't have an hour and a half to spend with tech support the day I received the new modem.
This is a whole house problem, it isn't just one computer, it isn't just wireless, or wired. It is the modem that is going down, taking the entire network with it, and it takes forever to reconnect.

[vzw_customer_support]

@tapeters1322  wrote: This issue started a couple of months ago. Once it started happening I tried to ignore it for a couple of weeks, but then resetted my modem to defaults. Rebooted it several times. Reboots sometimes improved the speeds temporarily but never for long.

Thank you for those additional details. From what you have shared, this is only impacting your home internet service. Do you have mobile devices and if so do your experience any issues on those devices? Can you share with us what plan you are currently on with your home internet? You shared that the issue started a couple of months ago, has anything changed with your device or in your area during that time?

-Andi

[tapeters1322]

No problems with our mobile devices using their own cellular plans.
I didn't change anything at all when this started happening. At this point I'm almost certain this is a tower or an overprovisioning issue.
We're on the 300Mbps plan.
Yesterday our internet went out 8 times for a total of 53 minutes.

[vzw_customer_support]

We are stunned to read about your data latency dilemma. Our goal is to help you in the best way possible. 

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

~Gilbert

[Dmg15]

I am also having multiple problems at night. Since August I have been without internet for like an hour and a half at least once a week tonight was the second night in a row I am I have been on the phone with them multiple times for hours they keep me on hold while they research the problem. Then they told me the Box was fine even though it was showing a red light. They don't know what they're doing I'm filing a complaint with the FCC

[Mcveezy]

Same exact issues here. I tested my speed and my download was 280s at 330 with 40 ping. I tested it at 530 and I’m barely hitting 180s for DL and latency is mid 200s.

[vzw_customer_support]

@Mcveezy  wrote: Same exact issues here. I tested my speed and my download was 280s at 330 with 40 ping. I tested it at 530 and I’m barely hitting 180s for DL and latency is mid 200s.

Mcveezy, I'm sorry you're running into some speed issues. Have you used our Troubleshooter: https://www.verizon.com/support/verizon-5g-home-router-troubleshooting/

It can be helpful with checking on things like, location of the VHI, reviewing your plan speeds, and running diagnostics. 

-John

[tspeters1322]

Same problems as you. I've been through support 3 times now, they had me reset my modem 4 different times, upload some config file and reset it again. Reboot it several times. Then they sent me a new modem of a different model.
Guess what, still the same problem.
This clearly isn't a problem with our equipment.
I happily had this service for months with no issues except the occasional 1 and a half minute downtime.
The last several weeks it has been atrocious, with ping times as high as 500ms and speeds as low as 4Mbps.
I used to have the ARC-XC155AX and they replaced it with the WNC-CR200A and it did not improve things.

[NG1992]

I'm happy, a sad kind of happy, that I can see from this thread and some others that I am not the only one with this exact issue. For the first year or so of 5G coming into my area I was so happy, I switched over to 5G Home and it worked great, much better than my old provider. However, in the last couple of months it has just been nothing but intermittent disconnects and severe slow downs for moments at a time, and they only resolve when I reboot the modem. Every time I try to contact verizon for help I get sent from AI Agent to AI Agent, I almost never get to talk to a real person because it's very obvious they're AI Agents, and they all ask me the same exact stupid questions I've answered a hundred times.

I've replaced my modem, I've replaced my ethernet cables, I've moved my modem to different spots, I have done every possible thing I can physically do on my end, it is not on my end, and every agent I get when I try to get support says the same exact thing. "Can you reset the modem for me? Can we try moving it?" No, I refuse to keep doing these worthless things. How about you let me talk to a real person? Maybe an actual tech or engineer could look at my request and actually look into trying to resolve these issues? This whole thing really has been making me want to switch more and more, I'm tired of being passed off to the robot and just passed around until I give up for the day.

[vzw_customer_support]

One of our main goals is to provide reliable service, and we are concerned to learn that you are experiencing issues at home. We'd like to review your situation a little closer. I'll be sending you a Private Message, please reply to it, so we can get started. 

~Maria

[vzw_customer_support]

We value your time and we are here to help. Please reach out for assistance. 

~Geo