Router LED turns tellow and lose internet 5 times a day

[DJVoorhees]

Made the mistake of upgrading from 25/25 to 75/75 in order to get the new TV boxes.  Ever since the upgrade Ive had terrible internet and TV performane due to the router going yellow and needing to restart like 5-6 times a day.  Verizon has attempted to fix this 3 times already, even replacing the router.  Each time I call or chat, I have to start over from scratch, very frustrating.   My old 25/25 service was 100% rock solid but my TV boxes were very slow. 

TV on demand is pixelated, channel 838 (netflix) is unstable and crashes more often than not.  Logs in the router show these errors:

[WIFI.6][ADV] SON-[2.4G]STA({edited MAC address for privacy}) RSSI=-73, RSSI LOW! Finding any other AP for choice...

[WIFI.6][ADV] SON-[2.4G]STA({edited second MAC address for privacy}) Added into band steering temporary disallow period for 300 seconds due to steering event has been cancelled.

2021 Aug 15 17:42:15 arc_cloud warning [CLOUD.4][ADV] ping WAN failed, try again.
2021 Aug 15 17:42:15 arc_cloud notice [CLOUD.5][ADV] We Re-check Internet!
2021 Aug 15 17:42:15 arc_cloud err [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.

I see this is a very common issue and none of the threads actually show a resolution. Anyone know how to get a resolution?  Im thinking my ONT is bad or overheating. 

I'm thinking I should  dump Verizon all together and go to Optimum for internet only and finally cut the cord.  

[Cang_Household]

When the Internet is cut, what LEDs do you see on the ONT? Does the Fail light come on?

Also, I see you have not disabled Self-Organizing Network (SON). Please login into the admin interface and disable it. It is located at the advanced wireless settings.

If you were to switch to Optimum, you would lose much of the upload speeds, and Optimum uses cable to deliver the Internet, so that is not really cutting the cord, but adding one.

[DJVoorhees]

Thanks for the reply, sorry for the late response. 

I have tried everything. SON on and off - the important thing here is EVERYTHING loses connectivity, Ethernet as well.    I've disabled it again but dont have much hope.  Unfortunately my ONT is outside and in a sealed box, only the power supply is inside.   I'll try and see if there is some way to get some data next time the issue occurs.  

My 25/25 was rock solid, I wish I can go back to it but the old TV boxes were so slow. 

My TV's are pixelated in the 620's and premium channels and on demand frequently hands for 30 seconds at a time while watching a movie, cable would be an improvement at this point. 

[dexman]

I'm curious as to which ONT is on site. The slow Internet speed has me thinking a Tellabs 611 or 612. Is there any way to open the cover and take a picture? ONTs that are mounted outside tend to develop problems due to extremes in temperature. An upgrade to Internet speeds to 200 or above would trigger an ONT replacement.

[Capricorn1]

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@dexman wrote:

I'm curious as to which ONT is on site. The slow Internet speed has me thinking a Tellabs 611 or 612. Is there any way to open the cover and take a picture? ONTs that are mounted outside tend to develop problems due to extremes in temperature. 

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I think I have been very lucky. I have a Tellabs 611 installed around 2008 or so. It's outside and I've gone from 25/25 to 50/50 and am currently at 75/75. I do not have the OP's issues. I used to have Fios TV but went to Youtube TV (after Playstation Vue shut down), so I have everything over Ethernet at this point. What I don't have is a Verizon router. I started with business Fios and a Linux-based router. I'm now on residential Fios, but kept the Linux router (not the original one, but essentially the same with hardware upgrades).

Now that I have posted this of course my ONT will die at any <Network Lost>

[dexman]

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@Capricorn1 wrote:

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@dexman wrote:

I'm curious as to which ONT is on site. The slow Internet speed has me thinking a Tellabs 611 or 612. Is there any way to open the cover and take a picture? ONTs that are mounted outside tend to develop problems due to extremes in temperature. 

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I think I have been very lucky. I have a Tellabs 611 installed around 2008 or so. It's outside and I've gone from 25/25 to 50/50 and am currently at 75/75. I do not have the OP's issues. I used to have Fios TV but went to Youtube TV (after Playstation Vue shut down), so I have everything over Ethernet at this point. What I don't have is a Verizon router. I started with business Fios and a Linux-based router. I'm now on residential Fios, but kept the Linux router (not the original one, but essentially the same with hardware upgrades).

Now that I have posted this of course my ONT will die at any <Network Lost>

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😅

Our 611 was still going strong when I upgraded. 

Hoping that the OP provides an update.

[DJVoorhees]

Hi Everyone, thank you for jumping and offering your help, I really appreciate it. 

Here is a photo of my OTN.

[DJVoorhees]

Not sure why the photo above isnt showing, try this.

https://www.flickr.com/photos/194751772@N03/51803179217/in/dateposted-public/

[dexman]

Images are queued for review by moderators. Once cleared they appear. 🙂

[DJVoorhees]

Thank you!!

[dexman]

I wonder if this topic applies 🤔 

https://forums.verizon.com/t5/Fios-Internet/HELP-Daily-WAN-disconnects/td-p/912316

[DJVoorhees]

Yeah - I think it's the ONT or drop to be honest.

[dexman]

I rechecked the solution from the other topic and Verizon ended up replacing a PON card. That could be the solution to this problem as well.

[Cang_Household]

Yeah, that was user mmahar I believe. That user has a GPON ONT (Arris, not Nokia) to begin with, I am not sure whether having a BPON ONT complicates the issue.

[dexman]

I'm wondering if any data kept by the 612 would shed some light on the situation. 🤔

[smith6612]

Verizon should be able to pull data from the 612 to see what's going on. The ONTs have a management interface and there will be logs showing if light levels are too low. The RF portion for TV, however, will be a passive component, and that requires a technician to look at with a meter, if the Internet wave lengths aren't showing problems.

If I were to guess, Verizon would probably want to get that 612 replaced with a newer ONT on GPON. They will probably do that if you call in service trouble, and shouldn't cost a thing. They've been hitting up homes in the last year which are still on BPON and replacing those old ONTs with GPON. On the flip side, you'll probably be able to switch to the 200Mbps plan for less than what you pay right now for 75Mbps. All you need is Ethernet between the ONT and the router... and a new ONT 🙂

[DJVoorhees]

I sure hope so, so far support has been so difficult to work with

[JeffT2]

I just switched from Comcast to Verizon. I'm running into this issue, and the support is difficult to work with. It makes me want to go back to Comcast (I'm tempted).

As for the ARC_CLOUD warnings/notices, that only happens when you are using coax cable as the backhaul between the router and the extender. If I switch to using 5 Ghz, I no longer see that logged and the problem seems to disappear. 

[dexman]

Clarification: the Internet drops when the extender is connected to the router via coaxial cable, but not when connected via 5GHz Wi-Fi? 🤔

[JeffT2]

Yes, that's what I'm seeing. When using Wi-Fi as backhaul, I no longer see arc_cloud events:

2021 Aug 15 17:42:15 arc_cloud warning [CLOUD.4][ADV] ping WAN failed, try again.
2021 Aug 15 17:42:15 arc_cloud notice [CLOUD.5][ADV] We Re-check Internet!

In fact, I just found this posting that appears to validate my finding G3100-Router-and-E3200-Extender-COAX-Issues 

[Cang_Household]

JeffT2, that seems like a link issue anywhere between your BHR to GWR, which is different from the OP's.