g3100 router dropping out

[Manchester1]

I recently upgraded from the Quantum Gateway to the g3100. The Quantum network was very smooth. No issues. On the g3100, I get random dropouts. This appears when streaming music, or the kids playing playstation. The streams stop on occasion; dropout. The kids get kicked out of their online games also. When my wife is on her laptop, she gets kicked off the network on occasion as well.

Any help, advice? Im thinking of going back to the Quantum because we never had issues with it.

Also, g3100 does not seem to be noticeably faster

[dslr595148]

Please read and answer all questions.

#1 Since you have FIOS Internet, do you also have FIOS TV?

#2 It seems that you you lost connection to the Internet.

a) Is that correct?

b) Only - If that is correct: Did you also loose the connection to that NAT router?

#3 How are you connected to the network (Wired or wireless)?

b) Only if you are wireless: Does this also happen on wired connections?

#4 Do you have another NAT router (even if that other NAT router is not in use, you must say yes. For example yes but not use) ?

#5  Do you have a spare (not in use) computer that works, that either:

a) Has at least two NICs?

OR

b) You could add another NIC?

Note at one of the two NICs must be a wired NIC.

[CYT1966]

I am not original poster but I also had similar problems. I recently upgraded to a 200 Mbps plan with a rental G3100 Router. Connection sometimes drops on all devices similar to how the original poster described.

1. Do not have FIOS TV
2. I would not have access to internet (Web pages won't load). The internet name and signal shows up but unable to connect to said internet.
3. Wireless, I have not tried with wired connection.
4. Yes, I own an older Verizon router but not in use.
5. Do have a working spare computer but not sure about network interface cards. My spare computer I can use both wireless and Ethernet? (Simply plug in Ethernet cable)

[polsciprof]

Recently upgraded to this router and Gig internet service.  We also keep having the dropping problem - doesn't appear to be associated with high demand, just randomly happens.  Other times it just slows down to ridiculously slow speeds (Verizon's speed test showing less than 100 mbps down and upload) sitting less than 10 feet across from the router.  Speeds are always high on test coming into the router, but not on any devices.  It sooooo frustrating.  Rebooting router typically helps, but getting sick of doing that multiple times a day.  Had trouble getting through to Verizon and have been dropped a few times.  Just finished a long call and they are sending a new router to see if it is problem with the particular device.  To the original posters here or anyone else with this problem, did you ever resolve it?

[CYT1966]

I contacted Verizon tech support to see if they could do anything. The person performed some "advanced commands" to reset the router. As far as I could tell this didn't help. I received a return shipping label today so I guess I should look for a cardboard box if I decide to send the router back.

[CloverGirl17]

NO ... THEY ARE USELESS!  I have to reboot my router at LEAST once every hour or two!  Ridiculous!  this is NOT what I signed up for.  

[Cang_Household]

For 3 simultaneous HD streamings, 200/200 or 300/300 subscription is more than enough. One HD streaming is about 5-10 Mbps send and receive, so a 200/200 connection can support at least 20 HD streamings simultaneously without issues.

Verizon official tech support are really meant for troubleshooting broadband connections, i.e. from Verizon network to your ONT, then to your router's WAN port. For things beyond the WAN connection of the router, e.g. WiFi to individual devices, adding Ethernet switches, MoCA adapters, and etc., the Forums and the CLs are here to help.

To help solve your problems, can you check some router settings for us? Go to Wireless Settings, and check whether Self-Organizing Network (SON) is turned on (turn it off if it is on). Check WiFi modes, make sure the 802.11ax is not enabled for the 2.4GHz band.

Also, just to mention, switching to Comcast (Xfinity) likely won't improve your situation for two reasons. 1) Their router uses the same WiFi chip as the G3100. If you experience issues with the G3100, given they have the same hardware, you could experience with their routers as well. 2) Comcast's upload is very limited, ranging from 5-35Mbps. You can receive streams from others fine, but you cannot upload streams to others without lagging or throttling.

[TheBeardNinja]

Literally made an account here to sub to this thread.

Incoming long post...

I have the same router and the same problems as the others in here. The first one we got sent, wouldn't connect at all on boot up so they sent us another one. Now finally I have found people who have the same problem as me. The light on the router turns yellow when it has one of its moments of completely dropping out. I have it wired in to my pc because I game. My friends have literally gotten offline because this thing cuts out so bad when I play. My family can't enjoy a show on Netflix. It lasts for about 30 seconds and then comes back. But it's always unpredictable when it will happen. So I called Verizon, and they said to replace the coaxial cables and make sure they're good. I did everything myself because we are not having a technician come out during the virus and also am not paying $200 the rep told me that it would cost to do diagnostics and to pay the tech for their time. I replaced the coaxials and still cutting out. 

Verizon you really dropped the ball on this one hard. The black router we used to have was perfect before you upgraded us to this garbage. 

[polsciprof]

They are supposedly sending us a new version of the same router.  I will update whether it works better.  If not, I will get one of the other options.  When I originally placed the order for the service, the rep suggested I rent the router for a month to see if it improved the coverage range in my house and while I was reluctant, I am glad I did, because I can return it.  I'm almost ready to drop Fios t.v. so I can get a netgear router.

[CYT1966]

Reply to TheBeardNinja

Same deal here, made an account to make contact with the community for this. I was looking at other threads with similar issues. I saw your post mentioned replacing coaxial cables, but do you know if there should be an Ethernet cable going from the Verizon box to your router? I only see the coaxial cable attached to mine but I saw a video describing that newer installations have Ethernet cable going from box to router?

[smith6612]

New FiOS installs, and any FiOS installation of 100Mbps and above use Ethernet for the WAN. In some cases, 100Mbps can be used with Coax, but Verizon is bumping this plan to 200Mbps or more in some areas and Coax won't do that well.

For dropouts, always test using Ethernet first to make sure the drop-outs are not occurring from there. If Ethernet is fine but Wi-Fi is acting up, start off by disabling the SON feature of your FiOS router. This disables the Access Point Steering and Band Steering features, as not all devices play well with these features. The other element you may want to do is set your router to fixed Wireless channels, in case it is changing channels on you for interference mitigation. Use channels 1, 6, and 11 for 2.4Ghz. Avoid DFS channels for 5Ghz unless you're 100% sure all of your devices support DFS, or you don't mind shoving the non-support devices onto 2.4Ghz Wireless.

One note: If you disable SON, your router will create a separate network for the 5Ghz radio to be used by devices. The name will still be named after your normal network name, but with _5G tacked onto the end. Connect your devices to this name for the best performance.

[CYT1966]

Thanks for the reply.

I realized I had a typo in my initial post. My current plan is 100 Mbps. I tried disabling the SON feature before but it didn't seem to work out as one of the two channels that I was expecting disappeared. I did mess around with the channels but I'll go back with your suggestions. Though I still have my old Verizon router I own, is it possible to swap that in to troubleshoot whether it is indeed some flaw in the new router?

[smith6612]

Yes, it's possible. To swap between routers, perform a "DHCP Release" on your WAN connection IP before you try to hook up the other router. Otherwise it won't get an IP address. Do the same thing when swapping back to your G3100.

So the disappearing channel issue happens when you have both the 2.4Ghz and 5Ghz networks named the same (as it would be with SON) or, if the router is on a DFS Channel and your device has no support for DFS channels. To restore 5Ghz visibility, use a channel between 36-48, or 149-161. If you see channel 165 as an option, avoid using it unless your device supports that channel, and because 165 is limited to 20Mhz operation not 80Mhz.

[Vinman1]

Yes you should have a coax and ethernet going into router i have 1100 and never drops.

[TheBeardNinja]

Hello guys,

So I was able to contact Verizon today.

The rep on the phone told me that they will 100% need to send someone out for this issue. Just wonderful.

This will be interesting. Verizon is doing something where the technician will not enter a home due to COVID. They claim they will do everything they possibly can outside of the client's home and if any work were to be done inside the home, then the technician will thoroughly instruct you on what to do. The rep on the phone told me that they will look at the box across the street from me (which I don't know what that will do but okay). 

So now I am looking at a possible $99 charge for this technician if they need to go "further" in their diagnostics I was told. Which I am not paying. After calming myself, I asked this fast-talking rep as to why, after 13 years of having service, that the internet decides to be difficult and the answer was "because the wiring is so old that the new technology can't handle it". So if that was the case, then why was all of this new technology sent to us (FIOS TV One and G3100 Router) if the existing wiring couldn't handle it? Unreal man. 

As far as the charge for the technician goes, I can decline any "paid" work that the tech will want to charge for. It is really up to the technician as to what they want to charge for. Have to wait until April 19th to have this person come out. 

Will come back with updates. Stay strong and safe folks.

[VerizonGoner]

So the g3100 keeps dropping.

worse than my quantum one

is it normal for the back lights of the router to go dark and only front round on?

[VerizonGoner]

Btw I also had the tech come out just for outside since they can’t come in but it did not help.  All he did was give me a cat6 cable to test.  I have the gig plan but the best speed on wired is about 400 and usually only in the 300

[polsciprof]

We got a replacement router and while the problems are fewer, we are still having drop outs and needing to reboot and now one of the cable boxes is also dropping out.  Don't know how that is connected to router, but since you have to use a Verizon router if you have the boxes, there must be a relationship.

[Vinny111]

Hello, was curious to know if you ever received an answer to this or if its still going on.

I am having the same issue.  Just the front round light is on, everything on the back shuts off.  Never seen that before.  If I unplug any cable and plug it back in, all the lights come back on, then go off after about an hour or so.

[Cang_Household]

---

@Vinny11 wrote:

Hello, was curious to know if you ever received an answer to this or if its still going on.

I am having the same issue.  Just the front round light is on, everything on the back shuts off.  Never seen that before.  If I unplug any cable and plug it back in, all the lights come back on, then go off after about an hour or so.

---

Are you posting for the dropout or LED lights? LED lights are designed in that way I believe.

The dropout might due to router RAM overflow, or routing table overflow?

Do you have any other network devices?

[Vinny111]

I have never seen a router where all the lights go off while traffic is being passed.  I am specifically referring to the back of the router where the wan & Lan ports are.  Usually if a cable is connected to a live device its a green light, then a flashing green when traffic is passed through.  The WAN light should always be on.  Was not sure if this is by design to turn the lights off. No way to see if traffic is being passed through visually with the lights off.