Constant Network Outage whenever WAN IP changes

[gear922]

I used to have the one-gigabit plan with Fios and decided to upgrade to the new 2-gigabit plan they were offering. They sent a technician to replace our ONT so we could receive the upgraded speed benefits.

However, since replacing the ONT, we've been experiencing constant network outages and continue to receive the same messages in the logs whenever the network drops. Besides that, everything seems to be working properly with the ONT and the router. 

Here are some images below: 
(First is the WAN DHCP Log, and the image below is the advanced log; it seems the advanced log always reports a failure slightly before the WAN connection is dropped.)



Is there any way to solve this issue on our end, or would we need to contact support? I don't have the most experience with wifi terminology and methods, but have been researching the past week due to this issue.

Hope anyone could help, thank you!

[Capricorn1]

Which router do you have? 

The fact that the log mentions WAN.6 makes me think it's an error with IPv6. You might try disabling IPv6 (if allowed on the 2-gig plan) and see if that helps.

[gear922]

I have a CR1000A.

When they installed the new ONT and made whatever backend changes, the router could no longer fetch IPv6 addresses, so I disabled it completely since it wasn't working, and I've tried reenabling it to see if the network issue would stop but it didn't seem to affect it so I left it off.

[smith6612]

If you can see what the lights on your ONT are doing when the service goes out, that might clue into the problem. My understanding, based on a conversation with a Verizon tech in my area about the 2Gbps service, is that the Gateway IP your router is trying to ping lives on the OLT at the Central Office. The OLT is what originates the Fiber signal. If the router cannot arp to it, that suggests you're losing either the Ethernet link between the ONT and Router, or the Fiber link between your ONT and the CO is dropping out.

On the ONT, check to see if the "WAVE" "NWRK" or "MGMT"  lights are going out. If one or more are going out, let us know.

[gear922]

Sorry for the late response, it took a while to get an image since I wasn't home. Whenever the service goes out, the ONT looks exactly normal, and the router has a white LED during the service outage, so I don't know if it's an equipment issue or something.