Home Fusion dropping EVERYDAY

[ryanvt]

I just had Home Fusion installed a couple weeks ago. The service is fantastic when it is running. However over the last week or so the connection has dropped at least twice a day. The problem appears to be at the antenna and not the router since the only way I have found to get signal back is to unplug the power supply to the outside antenna. After doing this Internet access returns so I was wondering if there cold be something tong with the antenna or some update I need to run.  Any suggestions?

[vzw_customer_support]

Hi ryanvt,

I feel your pain! I want you to have constant service without having to unplug the power supply to outside antenna. Try rebooting http://is.gd/RbtCantenna the Cantenna and test. I trust that this procedure will resolve your concerns. Keep us posted.

AntonioC_VZWSupport
Follow us on Twitter at www.twitter.com/VZWSupport

[wrathstorm]

   I have also had a few days where the 4G LTE light goes yellow instead of green, sometimes when this happens and you look at the router web interface it shows the status as connecting instead of connected.  A fix procedure I have found is to go into Advanced/HBR Advanced Settings/Reboot HBA.  After the HBA is rebooted, you may need to reboot the HBR as well.  My connection dropped today while I was in a GoTo Meeting with a customer.  Luckily we were not in the middle of a critical procedure.  As I was trying to upload this reply, my connection dropped.  Talk about timing.

   The other issue I am having is with corrupted downloads.  I have downloaded several large files that when I attemt to extract the data, the programs state that they are corrupted.  This is VERY frustrating since we are billed on a usage basis and having to download the same file multiple times uses up my quota very quickly.  I have tried to update my iPhone to iOS6 3 times today and each time the download errors out.  I must have "wasted" at least 300-400MB on that today alone.

[EJS_CE172]

I have the same problem. So are you saying with your comments that this is the norm and customers just need to reboot the server every time this happens. That is how I am reading your post and you are Verizon Support. That doesn't give me a good feeling about HomeFusion. My system was just installed about 3 weeks ago. The first 2 weeks service and connection have been super. Downloads of 10mbps or greater. I also get corrupted files, had to download OS6 3 times. Now, in the last week I've had to reboot the antenna several times. Called support and we did what I was going to do anyway, reboot the cantenna. What's funny, there are 2 lights on the cantenna and even when the internet is down those lights and the 4G light are all green. Verizon needs to put a little more effort to figuring this out.

[EJS_CE172]

This is my message to Verizon and to anyone who wants to purchase Home Fusion. DON'T. Until Verizon get's off their butts and figures out why this is happening, I wouldn't dare tell my friends to sign up, I'd be afraid it would do it to them in just a few days. My neighbor down the street was interested, I told him to stay away. Already today it's dropped at least twice. I've called support to no avail. I am going to check into taking this to the Texas Attorney Generals office. I think with all the comments, there is much to be said. There is obviously a major problem and Verizon isn't owning up to it. I might even put this in the local papers as a letter to the editor or call Wayne Dolcefino at channel 13 news in Houston to investigate. Got nothing to loose, there are other providers out there. I like this service, would like it better if it worked the way it's portrayed in their store ads.

[cjrhea]

Home Fusion is becoming worthless for me.  I was a ClearWave customer (slower technology, but was very reliable) and switched to HF per Verizon's incentives. Since day-one, speeds have been great, but unreliable technology:

1. Multiple drops per day.

2. Corrupted downloads of large files (e.g., patches for either Microsoft or Apple Mac).

In order to get UN-Corrupted downloads, I need to either:

1. Pay for media from the supplier.

2. Physically take my computer(s) to a location that has reliable Internet service.

Verizon support is useless-- "Have you unplugged/rebooted your router and antenna?" is about all they can handle.

These issues have been around since the start of the HF product (and reported by many users), yet Verizon has not addressed them.

I live in a rural area and have very limited options for Internet connectivity.

[wongat]

I had this same issue. The only thing I can do is unplug the router and also the the cantenna. I am not sure what else to do. I do not have the protection plan and wondering if it is too late to sign up for it. I've only had the service for about 3-4 weeks and I understand it will cost at least $150 for someone to take a look at why the service keeps dropping. Does anyone else have any other suggestions?

[wongat]

I have tried rebooting the cantenna and I am still having intermittent internet connectivity. I'm thinking it may be the cantenna. When I got disconnected, I went outside to check the cantenna. Directly underneath the unti if you are looking from left to right are 2 lights. I noticed when the internet is connected both lights are green. However the moment I am running into internet connection issues, the light on the right turns to red, then a flashing red and then it may go to a blue color and then green and then back to blue and then flashing red. Inside the house the colors on the router are all flashing green and my computer still shows all bars indicating that I am connected.

So it seems the cantenna may be having issues transmitting the info to the router or receiving info? Any suggestions? The bad part is when I was having these issues I was in the middle of a timed exam and needless to say as a result of this issue, I failed the exam due to me not being able to answer all the exam questions.

[ryanvt]

I do have an open support ticket with Verizon on this.  Last I had heard from the support person was they vendors THINK they have a solution but it would not be attempted until sometime this week.  Only other thing I can add is this really is quite irritating that I have not gone a full day in WEEKS without needing to reboot the cantenna.  Haven't heard a peep from them about "well since our service isnt performing as we promised we will compensate you" or anything like that.  The support person has been polite but the reliability of this service has been poor.  I love it when it runs, I hope they figure it out.  But Verizon Wireless people if you are out there, this isnt just one person with this issue.

[scott21]

My homefusion never went down once now it does alot more like 2 times off and on during the week.

[Protagonist]

I too am having problems.

I just tried to download Office 2013 (682 MB) and when I ran the SHA1 checksum to verify the file was properly downloaded, it didn't match the proper checksum, indicating that not every byte was transferred properly. So I downloaded it again, and this time I got a different SHA1 checksum, which was also not the proper checksum. I tried rebooting the cantenna and the router, but am still not able to download a copy with the proper checksum. Wow, that will eat into my usage limits real quick!

The first few months of service were flawless, but something changed about 6 weeks ago. I notice that occasionally the router blinks yellow on the 4G connection, yet everything seems to work. Eventually it goes back to green. Also once or twice a day, usually late night or early morning, everything just stops working. If I leave it, it will usually reconnect, but sometimes, it won't until I reboot the cantenna (not the router).

I love the service, when it's working. I regularly get around 30 Mb/s downloads and 17 Mb/s uploads. But of course, fast speed isn't much good if the data transfers are wrong.

[scott21]

Well mine was working good for 4 days after they replaced the antenna, But now dropping connection again.

[EJS_CE172]

I've been unplugging the antenna every day before I go to work. Not sure it helps bt have had less dropouts. Plus, if they are scamming bytes, this holds them at bay for awhile.

Date: Sat, 27 Oct 2012 15:29:17 -0600

From: <Personal information removed per the TOS.>

To: <Personal information removed per the TOS.>

Subject: Re: Home Fusion dropping EVERYDAY - Re: Home Fusion dropping EVERYDAY

                                                                                Re: Home Fusion dropping EVERYDAY

    created by scott21 in Broadband & Netbook Community - View the full discussion

Well mine was working good for 4 days after they replaced the antenna, But now dropping connection again.

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[Home21]

Is there gonna be a fix for this soon ? cause this isn't reliable home internet.

[wvforu]

I have had this service for 7 months, became a member in April 2012.  I pay 136 dollars a month which of course is outrageous but between ViaSat and HomeFusion the LTE has much better latency!  I have had one Cantenna to fail and it took them 3 weeks to come out and replace and I even have the service plan.  Ever since day one I have dealt with this internet outage with both cantennas.  It happens almost like clockwork averaging for me every 2 hours and takes usually anywhere from 1 to 15 minutes to correct itself.  Most of the time it is not a bother me but when I need secure connections for extended periods of time it is so frustrating.  Plus when downloading large files I get so mad!  I just had 3 files downloading 300 megabytes each, all going along nicely at 1megabyte per second each, yes I have very fast speeds I practically live beside a tower, I average 2 to 3 megabytes per second.  Well when they reached about 50% I lost connection so there went all that wasted data.  I had this happen one time with a file that was 1.2 gigs and it stopped at 80%.  I have spoken to the tech support and they acknowledged the problem and they have no solution as of right now, my account was noted weeks ago and they hope to eventually have a fix.  Considering this has been happening for 7 months hmmm I think it may be a terminal issue with the technology.  The only time it never dropped was a 2 day period I had a week or so ago when my light blinked yellow/orange for two days but my connection was rock solid never failing and I figured they fixed it but no they didn't!  This sucks but unfortunately I have two options ViaSat which I had before and get about 1megabyte per second down but horrible horrible ping latency or homefusion and just pray they eventually use all the cash we give them to pay someone to fix this DARN PROBLEM!  I am actually selling my home and moving out of the country because of my internet woes I have had the last two years I have lived here.  I will never live in an area without cable broadband ever again!

[PReinie]

I don't have Home Fusion (never heard of it until I read this thread) but y'all might consider a download manager which is supposed to recover from incomplete downloads such as when you loose a connection.

I don't know if the server also has to be able to handle partial downloads too, but you might want to check around.

[VerizonFriend]

I  have the same problem.  I switched from a MiFi unit that shared the internet with my whole network to Home Fusion.  I added a yagi  antenna external antenna connection and got 4 bars on the signal strength indicator.  Thought that having a cantenna on the roof would increase my good signal strength to great.  Not so much. Having the same issues that you all are talking about.  After replacing the router and cantenna, I have to shut the whole system down a few times a week.  It seems like the cantenna locks onto a weaker cell tower and does not switch back to a stronger tower.  I wish it was always seeking the strongest signal.  Can Verizon explain why the units lock up?  I just want to be assured that someone is listening and working on the problem.

[scott21]

I now got router and antenna replaced still doing it  lol. But good thing is after ticket comes back and no fix they are letting me out of my contract.

[ryanvt]

Just to follow up, I have had my cantenna replaced about 2 weeks ago.  Originally the change made no difference.  We lost the connection just as frequently.  I will say now over the last week (and I am sure this will bite me) we have had much more reliable service.  I have not had to power off the device or reboot the cantenna thru the router in a week.  I am hoping it was an issue with the cantenna or the service ticket some how was addressed behind the scenes with a firmware upgrade or something.  But the service has been much more reliable over the last week.  I will post again if it continues or changes.  Once thing I encourage you all to do is log the service request.  It was good to post here to see if anyone had suggestions but having the ticket in the system gave me a contact and also led to 2 site visits by Verizon staff.

[scott21]

Its not the antenna or router  it will drop again trusts me. what is causing this is a august firmware update that messed up the connection to drop or stall out and until a vendor fixes this it will keep on i had my antenna replaced and router all was good to for week and boom again it went.

[wongat]

I keep getting the answer from Verizon that its a firmware issue but no ETA. You would think that since this is an issue with so many customers Verizons would have an alternate solution. As customers we cannot wait months or years for a resolution. Its been at least 2 months since this issue has been occurring and telling your customers to be patient and wait this long is not a solution. Please help us Verizon.