Intermittent Fios Internet Outage

[mxyzptlk1]

Hello all.  Over the past few months I have been experiencing outages with my Fios internet service.  Outages can occur any time of day/night and can last for a couple of minutes to a couple of hours.  I called support and got nothing but "you need faster service, here is how much it will cost" which I know I don't need.  This is an outage, not slow service.    In my router logs I see below during an outage.  Support refuses to even look at the logs.   When I call support everything works, so they say everything is great.

Any suggestions what the issue may be or how to proceed with support?

2025 Feb 5 11:13:53 info dhcpc.sh: [WAN.6][WDHCP] renew IP: 74.X.X.182
2025 Feb 5 12:11:04 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 5 12:11:12 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 5 12:16:34 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:16:45 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:16:56 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:17:07 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:17:18 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:17:29 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:17:40 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:17:51 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:18:02 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:18:14 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:18:25 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:18:36 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:18:47 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:18:58 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:19:09 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:19:20 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:19:31 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:19:42 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:19:53 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:20:04 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:20:15 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:20:26 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:20:37 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:20:48 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 5 12:20:50 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 5 12:20:57 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 5 13:20:58 info dhcpc.sh: [WAN.6][WDHCP] renew IP: 74.X.X.182

[mxyzptlk1]

From other threads, this appears that it might be a PON card issue.   If thats the case, how can I direct support to at least look at it if there are issues?

Additional logs from the same time frame as above.

Line 37370: 2025 Feb 5 12:10:13 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 37371: 2025 Feb 5 12:10:13 notice arc_cloud: [CLOUD.5][ADV] We Re-check Internet!
Line 37372: 2025 Feb 5 12:10:13 info arc_cloud: [CLOUD.6][ADV] ping WAN OK, then check cloud test link.
Line 37433: 2025 Feb 5 12:11:05 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 37434: 2025 Feb 5 12:11:05 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 37559: 2025 Feb 5 12:12:59 info arc_cloud: [CLOUD.6][ADV] ping WAN & cloud test link .. OK
Line 37560: 2025 Feb 5 12:12:59 notice arc_cloud: [CLOUD.5][ADV] Internet is back!
Line 37684: 2025 Feb 5 12:15:35 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 37685: 2025 Feb 5 12:15:35 notice arc_cloud: [CLOUD.5][ADV] We Re-check Internet!
Line 37686: 2025 Feb 5 12:15:35 info arc_cloud: [CLOUD.6][ADV] ping WAN OK, then check cloud test link.
Line 37727: 2025 Feb 5 12:16:23 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 37728: 2025 Feb 5 12:16:23 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 37856: 2025 Feb 5 12:18:07 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 37857: 2025 Feb 5 12:18:07 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 37992: 2025 Feb 5 12:20:10 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 37993: 2025 Feb 5 12:20:10 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 38095: 2025 Feb 5 12:21:51 info arc_cloud: [CLOUD.6][ADV] ping WAN & cloud test link .. OK
Line 38096: 2025 Feb 5 12:21:51 notice arc_cloud: [CLOUD.5][ADV] Internet is back!

[mxyzptlk1]

More logs from today's outage.

2025 Feb 6 12:30:02 info netifd: [WAN.6][SYS] WAN link down
2025 Feb 6 12:30:09 info dnsmasq: [SYS.6][SYS] reading /etc/resolv.conf
2025 Feb 6 12:30:09 info dnsmasq: [SYS.6][SYS] using nameserver 71.250.0.12#53
2025 Feb 6 12:30:09 info dnsmasq: [SYS.6][SYS] using nameserver 71.242.0.12#53
2025 Feb 6 12:30:09 info dnsmasq: [SYS.6][SYS] using only locally-known addresses for myfiosgateway.com
2025 Feb 6 12:30:09 info dnsmasq: [SYS.6][SYS] using only locally-known addresses for mynetworksettings.com
2025 Feb 6 12:30:13 info netifd: [WAN.6][SYS] WAN link up, 2500 Mbps full duplex
2025 Feb 6 12:32:18 warning dnsmasq: [SYS.4][SYS] no servers found in /etc/resolv.conf, will retry
2025 Feb 6 12:32:19 info netifd: [WAN.6][SYS] WAN link down
2025 Feb 6 12:32:19 info netifd: [WAN.6][SYS] WAN link down
2025 Feb 6 12:32:28 info dnsmasq: [SYS.6][SYS] reading /etc/resolv.conf
2025 Feb 6 12:32:28 info dnsmasq: [SYS.6][SYS] using nameserver 71.250.0.12#53
2025 Feb 6 12:32:28 info dnsmasq: [SYS.6][SYS] using nameserver 71.242.0.12#53
2025 Feb 6 12:32:28 info dnsmasq: [SYS.6][SYS] using only locally-known addresses for myfiosgateway.com
2025 Feb 6 12:32:28 info dnsmasq: [SYS.6][SYS] using only locally-known addresses for mynetworksettings.com
2025 Feb 6 12:32:31 info netifd: [WAN.6][SYS] WAN link up, 2500 Mbps full duplex

2025 Feb 6 12:30:02 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:30:09 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 6 12:32:19 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:32:19 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:32:28 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 6 12:35:07 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:35:15 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 6 12:39:58 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:39:59 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:40:07 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 6 12:53:50 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:53:58 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 6 12:54:37 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:54:38 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 12:54:46 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182
2025 Feb 6 13:20:00 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 6 13:20:07 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182

Also noticed a red light comes on for "VID" at times.  Even with the red light on service still works other than the random outages.

[mxyzptlk1]

I was able to get Verizon to investigate the ONT while I had an intermittent outage today.  Finally, they saw there was really a problem and a technician is scheduled.    Going to request they replace the ONT as it sounds like I have the same exact problem as this person --> Fios internet dropping multiple times daily : r/Fios

It would have been nice if  the initial support  call actually looked at historical logs and not just the status of "now" and misdiagnose the issue.  In any case hopefully the technician will finally resolve the issue.  

[mxyzptlk1]

Some logs from this AMs outage.

Line 55549: 2025 Feb 8 06:45:47 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 55550: 2025 Feb 8 06:45:47 notice arc_cloud: [CLOUD.5][ADV] We Re-check Internet!
Line 55551: 2025 Feb 8 06:45:47 info arc_cloud: [CLOUD.6][ADV] ping WAN OK, then check cloud test link.
Line 55587: 2025 Feb 8 06:46:37 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 55588: 2025 Feb 8 06:46:37 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 55675: 2025 Feb 8 06:48:06 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 55676: 2025 Feb 8 06:48:06 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 55745: 2025 Feb 8 06:49:32 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 55746: 2025 Feb 8 06:49:32 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 55822: 2025 Feb 8 06:51:25 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 55823: 2025 Feb 8 06:51:25 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 55890: 2025 Feb 8 06:53:13 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 55891: 2025 Feb 8 06:53:13 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again

......................

Line 59415: 2025 Feb 8 08:07:32 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 59517: 2025 Feb 8 08:09:26 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(6) Error.
Line 59518: 2025 Feb 8 08:09:26 warning arc_cloud: [CLOUD.4][ADV] cloud test link failed, try again
Line 59606: 2025 Feb 8 08:11:08 info arc_cloud: [CLOUD.6][ADV] ping WAN & cloud test link .. OK
Line 59607: 2025 Feb 8 08:11:08 notice arc_cloud: [CLOUD.5][ADV] Internet is back!

2025 Feb 8 05:28:26 info dhcpc.sh: [WAN.6][WDHCP] renew IP: 74.X.X.182
2025 Feb 8 06:28:26 info dhcpc.sh: [WAN.6][WDHCP] renew IP: 74.X.X.182
2025 Feb 8 06:46:48 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 8 06:46:59 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 8 06:47:10 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 8 06:47:21 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 8 06:47:32 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 8 06:47:43 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
2025 Feb 8 06:47:54 info wan_detection: [WAN.6][WDHCP] eth6 arping to 74.X.X.1 fail.
........................
2025 Feb 8 08:09:23 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 8 08:10:09 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 8 08:10:41 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 8 08:10:41 info dhcpc.sh: [WAN.6][WDHCP] release IP
2025 Feb 8 08:10:44 info dhcpc.sh: [WAN.6][WDHCP] bound IP: 74.X.X.182

[Cang_Household]

This looks  like a PON issue (the fiber infrastructure outside of your house). To facilitate troubleshooting, when you contact the representative again, please ask to check the "PON alarms."

The ONT could also be at fault. Is this a new installation?

[mxyzptlk1]

Not a new installation.  Its been in place for 10+ years.  The outages just started randomly happening a couple of months ago.   I have the technician coming Monday and as you suggested I will ask about PON Alarms.   I will keep this thread updated with any results.

[mxyzptlk1]

Hello All.    I'm still working through this issue.  I am still getting the same errors as originally reported.  I've had 3 technicians out and they did replace my ONT on the last visit.   Another change was switching my internet from  coax to ethernet on the ONT.  Still same results.  The last technician that was out gave me a number to text, so I sent him the logs with timestamps and suggested a possible PON issue.   He seemed very knowledgeable, so I hope I gave enough information that they can narrow this down.     I will update when/if I get a final resolution to this.

[Capricorn1]

The ONT fail light in your original picture is concerning. 

I'd like to hear how this turns out.