Actiontec GT784WNV - keeps having to be reset
Centcoast
Enthusiast - Level 2

I had an old Westell DSL modem (ca. 2002!).  Still works as a front to an Apple airport.  But in the fall of 2012 it was replaced with the Actiontec GT784WNV.  This worked well for awhile but then the router started dropping connections frequently.  Had to reset the router multiple times a day. Eventually the modem would not make a connection to the Internet regardless of resetting.  Replaced the router with a new Actiontec GT784WNV.  It worked fine for a couple weeks.  It's now starting the same multiple reset issues.   Very annoying. (I can go back to the Westell, but it's slower.)

Customer service has not been too helpful, since it is often on the other side of the planet -- too far to be effective for many problems.  Also, the "help" is often too rudimentary.

Anyway, I'd be happy to bridge the Actiontec to an Apple airport, if Verizon provided any instructions on how to do that AND if I thought that might solve the frequent Internet disconnects with this router.  I'm pretty sure the line is okay, since it passes most tests and the router works after it is reset.  It's just that it needs to be reset multiple times a day - too often.  Also, I like to access my TIVO box remotely, and if the router is down I can't get through to it to see the TIVO or to reset the router.  Annoying.  

I really don't want to go on to a third Actiontec, and I'm really weary of the tedious long-distance customer service.  So this is the last chance for this service.  I've been a customer of Verizon DSL since 2002 and don't want to change, but if I can't get more reliability, what to do?  

To review: My DSL: Actiontec GT784WNV with multiple wired devices (e.g., TIVO, audio equipment, TIVO stream, wired network extender for remote printer) and multiple wireless devices (2-4 laptops, iPhones, iPad, wireless TIVO, not all at one time).  I had recently added a wired phone (with DSL filter) to the line, though I don't think that's the problem here.  Any ideas?  All appreciated.

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3 Replies
Centcoast
Enthusiast - Level 2

UPDATE

24 hours passed.  Spent an hour on the phone to a remote call center (India?) last night.  The techs were unintelligible, speaking too fast and it was brutally tedious to go through all the various steps.  They tried (had me try) several different scenarios to reset, change and alter the Actiontec router.  All attempts failed.  All three lights (power, DSL, Internet) are solid green on through it all.  The router "looks" like it's working, though it is not.  The staff were clearly frustrated that nothing was working, since they seemed to think that the line was clear and was not the problem.

Only after an hour or so did the escalated manager decide to consider it a possible network problem.  I do know that the configuration had been working -- and nothing had been changed.  So why would it suddently be a router problem, unless my second Actiontec router was as faulty as the first?  (Note:  We did set up the old Westell modem + Apple airport scenario, which used to work okay even when the Actiontec did not.  However, last night this did not work either.)  So I strongly suspect a network issue.

Now, this problem was supposedly escalated with a problem ticket.  Though, when I attempt to check on the progress of this alleged ticket I read that there are no support tickets for my account.  That's encouraging.  I wonder if the foreign call center decided I was too much trouble and erased the ticket?  

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ElizabethS
Moderator Emeritus

Your issue was escalated to a Verizon agent. Please go to your profile page for the forum, and look down the middle towards the bottom where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

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Centcoast
Enthusiast - Level 2

The only response was yesterday at 2:56 PM.  As follows:

I did that.  It's been 24 hours and there was no acknowledgement of this.  No calls, no e-mail, and not even a record of the ticket.  Just that first message over 24 hours ago with no follow-up.  And no Internet at the home.  I did get THREE CALLS from Verizon acknowledging the fact I had changed my PIN for something unrelated.  That was useful - NOT.

That's it.  After 5 months of this, it's time to switch to a cable-based Internet.  11 years of this impossible "customer service."

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