CR1000A dropping multiple times per day
brentgist
Enthusiast - Level 1

I began experiencing Fios issues a few weeks ago.  My internet has been rock solid with virtually zero downtime for years.  I have had 3 different techs out over the past 10 days with a 4th coming tomorrow.  They have replaced the router, replaced the ONT, fixed fiber connection out at the street, and checked my connection from the ONT to the wall jack where I connect the router.  I continue to have random drops of varying lengths.

Power cycling no longer seems to work.

I can connect the router directly to the ONT which does seem to restore the connection.  From there I can switch back to my normal ethernet cable and the connection holds but not for more than 24 hours.  From my reading on the forums my guess is this relates to a PON issue but phone support and the techs to my house have all been dismissive of that idea.

Im losing faith but if things dont improve I am going to have to be forced to cancel service as reliable internet is important  

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1 Solution
RICHD2
Enthusiast - Level 1

Update on my post from January, 2023:  I ended up removing the Verizon CAT5e cable, from the ONT to the router, and buying some CAT6 cable from Home Depot.  Once I installed the CAT6 cable, it seemed to resolve my problems.  My connection has been pretty solid ever since.  

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24 Replies
homny1
Enthusiast - Level 1

I'm going thru the same issue for the month of April 2024.  Verizon has come and done the following:

  • The tech person recommended a service upgrade to gig service which I did and no difference
  • The power unit failed due to the upgrade technician not replacing the small pigtail wire inside the ONT box that should have been changed with the new ONT.  Verizon replaced the power supply, pigtail, and ONT as a precautionary measure
  • A different technician returns to check the wiring and replaces ONT again without any difference.
  • Next technician replaces ONT again as well as the router unit
  • Next technician says all looks good, checks wires at hub and pole all ok gives me a new router to swap out 
  • The next technician comes doesn't see anything and then calls in "construction" who checks and says to replace the drop line from pole to house     Technician returns to do it the same day
  • The next technician came (today) and said if issue between ONT and the router, why didn't anyone move ONT inside the house next to the router instead of outside and an ethernet cable to connect to the router in-house.  This was done and 3 hours later, the system dropped out momentarily once again

The system drops intermittently and the technician support line can see alarms but cannot explain where they are coming from but it seems to be in between the router and the ONT unit on the last visit.  Now this was done and I still have the same issues.  

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DrE86
Newbie

I have the same exact problem - except that it drops connections every minute or so for a few seconds. And today is the first day I upgraded from the g1110 router. This is just horrible - makes me want to cancel verizon. I also had a ton of issues connecting my ring cams to the new router. 

Has anyone had a real solution for these connection drops? I need constant internet and cannot deal with these drops.

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KDnyc
Enthusiast - Level 3

I've been having this same issue with the internet dropping multiple times a day for a month now, ever since we upgraded to 500 mbps speed on 12/11.  My spouse said colleagues have complained about the same issue as well - periodic internet dropping while working from home.  I have been using an ASUS router with zero problems for just under 2 years. Two Verizon technicians came out but those visits coincided with a wider outage so they didn't fix the underlying problem.  Although they did install all new equipment (new ONT and new power). They left a CR1000A router that I did not connect at the time.  The outage ended around 10 pm - so about 8 hours.  I was told my internet being slow was probably related to that outage that happened days later as some kind of sign of a problem.

The issue persisted after we returned from Christmas and New Year's vacation.  I was on the phone (and video) with a Verizon tech who was troubleshooting for over an hour. She said it was my third-party router so she could only recommend I call them. I did and changed my settings updated to the ASUS tech's suggestions.  It didn't stop the dropped internet.  I finally gave in and bought the Verizon CR1000A router and the same problem persist.  This is unacceptable.  I cannot believe this has been a known issue for over a year and Verizon hasn't made any changes.

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RICHD2
Enthusiast - Level 1

Update on my post from January, 2023:  I ended up removing the Verizon CAT5e cable, from the ONT to the router, and buying some CAT6 cable from Home Depot.  Once I installed the CAT6 cable, it seemed to resolve my problems.  My connection has been pretty solid ever since.  

dbissonnette
Enthusiast - Level 1

My issue is DNS, I still have internet, can ping the IP's not the DNS.  I'm going to try a cat6e to see if it fixes my issue.

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feghali
Enthusiast - Level 1

TLDR:  CR1000B link status was going up and down randomly throughout the day (and more noticeable/frequently during Zoom calls, which was very frustrating) on one of the LAN ports.  Replaced with G3100 and all is OK now.

Nothing to do with WiFi, was dropping packets on wired connections too.  Intel 226V NIC connected to CR1000B at 2.5G had no issues, but an Intel 350-T4 NIC (which is a rock solid server NIC and had no problems on the previous ActionTec router and no issues on the G3100 that we downgraded to to fix this issue) .... the Intel 350 NIC connected at 1G and kept dropping link status for a few seconds many times per day.

Verizon:  why is your router hardware broken?

Also observed higher ping times during a speedtest.net run while I was pinging 8.8.8.8 which was odd.  When I switched to the G3100, ping times did not increase during a speed test.  Maybe the CR1000B does some funky prioritization of speedtest traffic over pings?  Not sure.  Also found out from the Verizon tech that I spoke to:  don't use 192.168.1.100 -> 192.168.1.150 IP range, as that's reserved for set-top boxes.  I had been using an IP in that range but I don't think that was affecting anything, since I don't have a set-top box 🙂

Diagnostic process to use next time:
* Check cabling, ensure it's Cat 5e or better (it was, in our case)
* Ensure both WiFi and Wired connections are having the same issue
* [Optional] directly connect a device (wired) to the FiOS router to ensure it's having the same problems (we didn't do this as it was not needed)
* Have some kind of log of your Ethernet link status (hopefully you have a Linux server that you can connect to the FiOS router to track this in a system log?) to correlate with your dropped packet issue
* Call Verizon tech support, ask them to check the FiOS fiber signal levels
* Swap out the router hardware (and try "downgrading" to the G3100 from the CR1000 series)
* Try a different NIC/cable combo to connect to the FiOS router

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KDnyc
Enthusiast - Level 3

Interesting. Verizon supplied a CAT 6 cable for my router and I am still having the same dropped internet issues ever since the upgrade to 500 Mbps on 12/11/2023.  It's supposedly configured out of the box but it's clear that some settings must be altered to get it to work properly despite having a CAT 6 cable already.  The cable from the router to my desktop is CAT 5E so I will change that to CAT 6 today.20240116_115729.jpg 

20240116_111118.jpg20240116_111424.jpg20240116_111538.jpg

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KDnyc
Enthusiast - Level 3

Well,   changing to CAT 6  ethernet cables didn't work.  I am still getting dropped service.  I have since learned that two neighbors are having the same dropped internet issues. One mentioned Verizon changing some of the router settings. The other said Verizon threatened to charge them if they come out and it's not the Verizon equipment causing dropped internet.

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KDnyc
Enthusiast - Level 3

The technician just left. We were getting speeds as low as 328 mbps so he changed out the router, again. The connection levels were not in the green on his phone. That did not work though. He reinstalled the old router and waited for a signal on his phone to change it.  The new router was installed, again. He reset the new router a few times to make sure it was fully updated. After a third new router reset, we finally ended up getting speeds of 440 download and 531 upload. He tested the connection on his phone and it was finally all in the green levels.  He said if I continue to have dropped service, then I will need an internal ticket because all my equipment is new. 

 

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KDnyc
Enthusiast - Level 3

Those changes did not fix the problem.  My 500 mbps internet is still dropping several times a day despite a new Verizon router, new ONT, new power, and new CAT 6 cables.  Verizon has opened an internal ticket to determine what is happening with their systems. Neighbors have reported the same problem including one who switched to Spectrum after Verizon couldn't fix their dropped internet issues after over a month.

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KDnyc
Enthusiast - Level 3

Verizon scheduled yet another on-site visit for tomorrow. This will be the fourth technician who has come to try to figure out why our internet service has dropped multiple times per day ever since we upgraded to 500 Mbps on 12/11/2024.

Cang_Household
Community Leader
Community Leader

Are there any logs indicative of WAN disconnections in the router log?

The worst case scenario is to direct message me the S/N of your router and I would ask the engineering to take a look.

brentgist
Enthusiast - Level 1

Tech number 4 came out on Monday.  I was told to stop contacting support and that they would be my direct contact going forward.  I was told that I would be contacted from the area supervisor but I was never called.  The tech does not answer phone calls or texts and voicemail is full.

My internet this week has been rock solid but I am using a backup cat6 cable running from my ONT to the router.   At this point its obvious the issue is with the cable and I will have an electrician run a new line from my ONT to the room where my router is.  I am extremely disappointed with the customer service experience.

Do better Fios 

RICHD2
Enthusiast - Level 1

I'm having the exact same issue.  I've been using Fios internet since 2006.  It's always been rock solid.  A year or so ago, I upgraded to Gigabit Speed, and a new ONT was added to replace my old ONT, in support of the upgrade.  I used my own router, plus a  Motorola MoCa to ethernet adapter.  Internet, TV and phone were rock solid - averaging 930 Megabit up/down speeds. 

A month ago, one of my set top boxes died, and I was told that those old devices are no longer supported, but I will be upgraded to the new standard.  I received all new set top boxes and a new CR1000A Router.  Ever since I installed these devices, I lose my internet connection at least once per day, and my router does not reconnect unless I manually reboot it.  This is unacceptable!

I believe the router is the problem, because the connection to the ONT/Internet is always there, when I reboot the router.  I would love to go back to using my own router, but the new set top boxes require the verizon router.  I may still try my own router and see if the connection issues persist.  If not, we know that it's definitely a verizon problem.

55hockey
Enthusiast - Level 1

Did you get a fix to your problem. I have g3100 router. We have upgraded to the cr1000a and new extender. Our internet, wifi and hard wired, internet gets dropped everyday. Now it is happening 2x a day. Only fix is to reboot router. 
well this week we got frustrated and swapped out the new cr1000a and put the g3100 back in and now internet is back to being rock solid. We are sending the cr1000a router back this week. 
we also have the gig speed plan. 

Oldman-hockey
Enthusiast - Level 1

For some reason I had to create a new sign on for the forum. Anyway 55hockey is me. 
I resolved my problem with sending the new router back and hooked the g3100 back up. 
running fine for a month or so 

problems with these (upgrade)  cr1000a routers from Verizon. 

KDnyc
Enthusiast - Level 3

Verizon downgraded my router to the G3100 model. The foreman said the CR1000A has known issues so he advised the technician to keep more G3100 routers on the truck.  However, they don't have many of them per the person on their team who manages stock.  The speed test was still under 500 mbps, 466 upload, 513 download, but hopefully, this router downgrade will resolve the dropped service issues.

He tried to take the CR1000A to swap out the G3100.   I let him know that it was mine unless they intended to give me a credit since I purchased it because Verizon claimed my ASUS router was the problem.
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KDnyc
Enthusiast - Level 3

That didn't work.  My hard-wired speed is as low as 259 mbps although we upgraded to 500 mbps on 12/11. Changing to the Verizon G3100 router didn't stop my internet from dropping.  I have no idea what is going on. This is so frustrating. The one bright spot is the Time Warner wiring (Spectrum now) is already installed. The Verizon Fios wiring is under the molding. I sent the executive team at Verizon screenshots. They are probably going to send a 5th technician.

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KDnyc
Enthusiast - Level 3

I am going to try downgrading to 300 mbps since the Verizon equipment does not seem to support 500 mbps.  I am nit sure which router works best for 300 mbps but I now have G3100, CR1000a and ASUS,

A fifth technician came yesterday and he did a reset of the router and ONT box. The internet is still dropping despite the resets. He had no opinion on which router would be best for 300 mbps.
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KDnyc
Enthusiast - Level 3

I downgraded us to 300 Mbps. The reset by Verizon was instant.  I have the G3100 router installed so hopefully, this will stop the daily dropped internet. During a dropped Teams call today, I presumed it was me but this time it was my boss who lost internet (not Verizon) and dialed in by phone.

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