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Briefly Lose Internet in the Evenings on Daily Basis, Issue with PON?

Hi all,

My wife and I moved in June 2024 into an apt that was previously not wired for Verizon (prior tenants used Xfinity). I got Verizon to come out and set up a connection to our apartment, and we have the CR1000A router and an E3200 Extender.

Our WiFi has been experiencing brief disconnection issues in the evening and everything we have tried has failed to yield a solution. We have tried to reboot, factory reset, change the cords, replace the ONT, and nothing has been resolved. I have spent 10+ hours on the phone with customer support. I asked them to check the PON card and one support agent last week told me that the PON card is indeed faulty, and told me that he scheduled technicians to come today (9/7/2024) to fix the card. He made sure to emphasize that he saw a problem with the PON card and that it is super important that it be fixed.

They never came. After 2 more hours on the phone today, during which the agent told me he saw no plans to ever have someone come out, he was unable to confirm that the PON card was a problem, but instead believed that the problem must lie within the home. He sent a technician who actually did come, and that technician replaced the ONT. Sure enough, we experienced the ongoing problem a mere hour after that guy left. The error message from the Advanced System Log is seen below, and I saw that you previously helped Deathon diagnose this problem as likely to be the PON card, which is why I believe it may be the problem in my case too.

2024 Oct [phone number removed per the Verizon Terms of Service]:58:55 arc_cloud notice [CLOUD.5][ADV] Internet is back!

2024 Oct [phone number removed per the Verizon Terms of Service]:58:00 arc_cloud info [CLOUD.6][ADV] ping WAN & cloud test link .. OK

2024 Oct [phone number removed per the Verizon Terms of Service]:58:00 arc_cloud warning [CLOUD.4][ADV] cloud test link failed, try again

2024 Oct [phone number removed per the Verizon Terms of Service]:58:00 arc_cloud err [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.

I get this message daily, and almost always in the afternoon or evening, never in the morning strangely.

Is there any way that someone can help me? I'm desperate. This happens every day at least twice, and always in the evening. I do not know what to do anymore.

Comments

Cang_Household

For PON issues, it belongs to wireline operation's job, not a field tech or a line tech.

You need to be escalated to Tier 3 support to address this issue. I will try to contact the wireline ops for you.

AnnieBierly

Hi Cang,

Thank you so much!

Since I last posted, I've continued to have the same problem. A technician came out to the house on October 11th to replace the router, but the problem resumed after they departed. I brought up these issues to the technician but they don't have any experience with reading the system logs, so they weren't able to help me beyond running some tests on their end to see if there was anything they could detect that would be "irregular" from the PON. From their tests that they ran on their phone, they did not detect a problem, but I'm not sure their lack of ability to detect a problem rules out the PON. I'm looking forward to seeing if you can help me diagnose whether this is indeed something that is the underlying cause of the problem, because at this point, we've tried:

1) New router

2) New ONT

3) Different ethernet cable that connects router to ONT

Cang_Household

Could you DM me the router serial number? I will bring it to wireline ops tomorrow.

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