Issues with G3100 Losing Connection

[toomanydrops]

Hi all, have a G3100 and experience intermittent lag/drops from the router itself losing connection to the internet.  This has been ongoing for a couple months.  Today I replaced it with my old Quantum 1100 and have had solid connection all day.  Do I have a bad G3100?  I tried it both native wireless and with an eero system bridged, all with the same experience.

[toomanydrops]

@Zoar, I'm slightly confused but are you suggesting that moving to ethernet from coax fixed your connection challenges with the G3100?

[Zoar]

Unfortunately I didn't do each step, one day at a time, to test if each one fixed issue.  That's why I listed what I did. 

More clearly.  went from coax to cat6 to router from basement terminal.  Also took off a linksys router being used as a switch.  Also updated/edited laptop that seemed to be primary device that started issue when connected to network/booted up. 

The cat6/coax change is probably the least likely factor.  The linksys that worked fine with previous verizon router, may be been most likely subject.   i couldn't afford to pull things on/off to see which 'broke' it again, as I have college students and working from home going on.  So when it started working, I didn't touch a thing.  Not really scientific, but I had up/down internet for 3 weeks almost, so now we can get back to work as normal.

So if issue was a bandwidth straining issue, the cat6 cable surely helped.  If it was an IP conflict, then it was either my laptop or linksys.  (laptop still connected and working now after drivers updated, etc)  Most likely the linksys; if my previous verizon router used different IP structure, and this new one uses same as linksys, then that makes sense to a root cause.

When I mentioned my laptop in the mix above, I do so because that was the device that seemed to start the issue when booted up.  It also uses VPN, which on the 3100 was taking up it's own network connection with an IP of 10.206......  So I wonder if that was the issue.  What I did to resolve this is I blocked this connection; the vpn network connection in the myverizongateway router interface.   Its been working fine since.

See, so there are so many factors changed all on the same day, that I don't know exactly what fixed root cause.  Maybe it was combination of linksys & laptop/vpn connection being blocked.  maybe I needed the coax taken out of the loop too, because my TV, which has to use coax, seem slower than usual, if slightly. 

I was just pleased to connected with that local technician that knew this stuff, and got me working again.  I hope this helps you or someone else that is having issues.  It seems the 3100 is a more sensitive router, BUT, when it works it works great!

OH, another item, which may or may not be an issue.  tech & I both noticed in logs of router that when my desktop, connected via ethernet, first connects, it connects at 10MB, then right after it disconnects and reconnects as 1GB connection.  Anyone else see that?  May be driver issue on my PC?  I wonder if base drivers are only 10mb, and when pc is fully boot up, the correct drivers take over with 1gb connection?  If you have seen this last thing, and know more, I'd love to hear it. Doesn't seem to cause any issues at this point for me, but....

[harley8004]

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@Zoar wrote:

My issue was resolved!!!!  (knocking on wood as I type that)

They had a technician come to my home to resolve.  He didn't come in, but that's okay, as he still fixed it.  He replaced my connection to the router from coaxial to cat 6 cable.  He also looked at my connected network and made suggestions.  From this my issue was fixed. 

I think the issue is this new router, the 3100, is very advanced, but sensitive.  The issue could have been the connection to the POT's box in the basement, or one of my devices was causing an IP conflict.  With that knowledge I was able to resolve the issue.  I'm thrilled with the technician.  He parked outside my house and talked me through everything, making changes on his side, all from his van.  (covid precautions; that's fine)

My frustration was, and kinda still is, that my fix wasn't brain surgery, but it took someone with knowledge of technology and their systems/equipment to immediately see potential issues, and he was right.  So much frustration on my end, and many phone calls to their support, online/phone system/person, to troubleshoot this.  Covid conditions now are not the excuse for this customer support because I've run into this level of support a couple times before, years before too. 

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I changed the ONT ether cable from cat 6 to cat 8 and this still didn't fix the issue. my g 3100 still shut down the 2.4 wireless. i reverted back the the g 1100 and everything restored. when will Verizon fix the g 3100 issue.

[Edrockvz]

As far as I can tell, the g3100 simply doesn't do SON well. I have the main router plus 2 extenders on coax. I noticed in the logs a lot of messages about wireless devices, which weren't "moving", getting bounced between nodes. It's almost as if the node releasing the device doesn't do so fast enough, and for a split second you have a mac registered on two nodes, causing a route loop anomoly, and dropping packets in that split second. 

When these handoffs occur my packet capture shows out of order packet errors for a split second as well, which lends itself to this theory but not necessarily the only cause of those types of errors. 

I disabled SON and so far things seem ok but we will see over time. 

I should note I also replaced the main router thinking it could be hardware, but same issue occurred. 

[Zoar]

Harley, Did you get a replacement 3100?  When they sent me one, I noticed that the bios version on my original one was older than the new one.   Maybe that update contributed to my 'fix'.  

If you haven't, maybe you need to try a replacement router.  Yours could just be defective.

[gbsand81]

My issue lasted for months -- the router had lousy coverage and would not connect with the (also new) Fios extender.  In addition, the TVs did not work.  This seemed to be connected to IP addresses interfering with each other.  I spent hours online with the (clueless) technician and had a technician come to my house.  At that point (about 6 weeks ago), they were not allowed to come inside and he could not fix the problem.   I got a replacement router and a replacement extender.  No difference.  I rebooted the whole system.  No difference.  I disabled the SON.  No difference.  But then last week I had another technician come inside the house because now they are allowed to do so.  He switched out the main box, but that didn't solve the problem.  Then he took out a signal booster in the basement, which apparently was causing interference with the system.  That did the trick -- problem solved.  So if you have a signal booster in your basement, take it out.  

[Zoar]

gbsand81, was the signal booster something you put in, or from the verizon initial install?

[Maryeo]

I have been following this stream since I have been having the same problem. Ever since switching out the G1100 router I have been having problems with dropped internet connections. Have had techs here three times. First time was because our phone line went dead. The port was switched. Second time because of the internet problems the ONT was replaced. Third time the G3100 router was swapped (4th unit after I had swapped some out in the interim). Anyway, still have the dropouts. Verizon sent me a G1100 router that itself is defective since it won't connect to my ethernet connected PC. I am now asking for another router. In the midst of this I replaced a couple of switches that seemed to be causing problems, though honestly I don't know it that was really the problem as opposed to the router.

[harley8004]

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@Zoar wrote:

Harley, Did you get a replacement 3100?  When they sent me one, I noticed that the bios version on my original one was older than the new one.   Maybe that update contributed to my 'fix'.  

If you haven't, maybe you need to try a replacement router.  Yours could just be defective.

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Sorry for the long delay. I did get another G3100 and it did the same thing the original one did, 2.4 GHz service would stop working (SON on or off) then rebooting the router fixes the problem temporarily. I reverted back to the G1100. Verizon still hasn't as I look through the posts, resolved the issue of the G3100 dropping packets. Did any also notice you can't make configuration changes that is port forward on this router? Just saying the G3100 is broken. For now, I'll keep the G1100 online. I don't know what the software version was on the original and the second router isn't powered on to prevent issues on the network. Once I recover from surgery and can get around the house again, I'll revisit this.

[Cang_Household]

I mean, all G3100 in the Verizon network virtually have the same firmware. If so many customers are having issues, I would expect the engineering team to fix the issue in a few days.

One thing I am certain is that G3100 does not work well with legacy wireless devices without special configuration. I believe G3100 broadcasts 802.11ax on its 2.4GHz band as well. So, if the clients are not coded to avoid the 802.11ax protocol, it could lead to problems. Many Broadcom wireless chipsets are 802.11b/g/n, they are not capable of dealing with 802.11ax's appearance.

Why don't you screenshot your Wireless Settings page so we the CLs can take a look?

[BruceCW]

I'm arriving to this party late, but I too have been suffering through these similar issues for about the past year. After running into multiple issues with 2.4G connection issues after loading in 20 or so smart lights and google speakers we moved to the G3100 which was great for a short amount of time. A few weeks into it we started to experience a complete loss of the 2.4G signal, while the 5G stayed up. Doing some research online I came across the disable SON approach, so we disabled it and it has been ever since. It didn't fix the problem. I've tried choosing my own channel, limiting its spectrum, and a handful of other options on the router admin pages. After 6 months or so of only being able to resolve the drop of the 2.4G connection every few days I finally got into chat with Verizon who reluctantly sent me a new G3100 a couple months ago. At least it seemed it was a reluctant step for them. Well, the new router showed up in a new black box with a ver 2.XXXX firmware over the old 1.XXXX firmware. Yes, the old one had been updated during the troubleshooting as well. Just identifying what each shipped with. As of a couple days ago, I have lost the 5G service twice. Once concurrently with the 2.4G and the other separately. The first time the 5G was lost (with the 2.4G going down as well), the router displayed the RED circle.  I resolved that with a power cycle. That has been the only time the RED circle has been displayed. During all other 2.4G and the one 5G loss, the RED circle was not displayed, it's remained WHITE. We had amber once a few months ago during a weekend afternoon, but that was supposedly due to Verizon work on a nearby trunk line. VZW hotspots saved the kids from meltdown on that one, lol. 

After receiving the replacement router, I had to get back into chat to request a return shipping label since I never received one earlier and it did not come in the box as I was told it would via the chat session to replace the original. With that chat session closing without a label being provided since it was supposedly included in the box (why couldn't they just email me a link to a new one?) I took it to the local Victra location. Maybe I shouldn't have been surprised to see 4 of the 6 other people in the store returning G3100s, but I was. The person at the counter said they have been receiving G3100s as customer returns for at least the previous 6-8 months on a regular basis. I guess I'm glad I didn't choose to buy the router for 299.99 and have only lost about about 150 at this rate. Unless I can figure something out to correct the G3100 issues, I plan to try out an ASUS AX router or some other brand of AX router that is designed for multiple devices. When I get home, I can provide more details if needed. In the meantime, here is what I can gather off the top:

-Fios service: 1Gbps

-Router: G3100

-Home is wired with CAT 6. When wireless service drops, the LAN still works. 

G3100 has two of its LAN ports going to two multi-port switches supporting the home network. One other LAN port is used for an old NAS drive. 

-When either wireless service drops, I have been able to restore it by cycling it on/off in the router admin page. If I try to cycle via the Fios cell app, it cycles the whole wireless network. 😞 

-5G connected wireless laptop hosts an ARK server. Port forwarding is setup for it to accommodate a few TCP and UDP ports for the game. 

-Wired connections: Usually around 5/26 ports active at anytime. Many of the ports are not utilized. I just ran 2 or 3 to each room as a just in case. 

-2.4G connections: Up to 19 on a regular basis consisting of lights and other smart home products, and google speakers. I guess those can be considered smart home products too. Most of the lights and plugs are 2.4G b/g/n only. Maybe the 3 or 4 GE branded lights have 5G and/or ac capability, but I don't recall having that option when setting them up. 

-5G connections: Maybe 5-10 at anytime to include one of the LG google hubs. 3 smart TVs are LG ThinQ branded, linked to the main phone app via the 5G spectrum. One Chromecast is being used on an older Vizio. It has only recently had an issue when the 5G spectrum died, so I guess it relies on the 5G for access. 

-SON is set to off. Some of the lights don't like SON when it's enabled as well. 

-WPA2 is being used. WMM is on. 

-Router channel scanner shows minimal devices from neighbors on separate channels from my own for the most part in the 2.4G spectrum, and no interference in the 5G spectrum. 

-I believe all of 'heavy' traffic is happening via wired/5G connections. All streaming platforms are wired or on the 5G spectrum.  

-There is no COAX connection. We only have the Fios Gigabit service. We get TV service through an antenna in the attic. Maybe I should have taken Verizon up on their offer to test out 2Gbps service at $149.99 a month when I had the chance, but who knows what kind of headaches could've been occurring with using their test equipment. 

--Service history: A tech has been out to the house twice in the past year. First time he replaced the ONT and mentioned it was originally installed incorrectly with a power supply adapter at the ONT even though it was apparently functioning properly according to his test equipment. He removed the battery backup in the basement since there is no phone service and changed the adapter leading to the ONT in its box on the outside. He was asking about the wireless load of the house compared to the wired load while looking at the setup in the basement and recommended moving to the G3100 over the G1100 if I was planning to have more than 10 wireless devices. Maybe it was an upsell. I am only as smart on this network stuff as I have time to read up on, and that only works if I understand it.... OFDMA???

-Second service visit resulted in nothing. The tech didn't even attempt to troubleshoot since he wasn't aware of what I describing. Different than the first guy. I wasn't charged for either visit, so I guess that's a win. 

--Other, potentially useless information: Power is provided from the 120V plug in the basement to the ONT. The router is plugged into a 10 year old (maybe older) surge protector power strip. So is other network equipment such as the ARLO hub, NAS, and downstairs network switch. I plan to change out the surge protector since I recently read it's probably not capable of protecting from a surge anymore if one were to happen and the network equipment may benefit from being on an UPS with a pure SINE wave generator(?). It's not cheap, but if it'll help I'll give it a go. The wall socket the ONT is plugged into is OG for the 90s era house and is one of the few sockets I didn't swap out when we bought the place. There's no sag in the plug, but that is due to the wire being suspended from the joist. It probably wouldn't hurt to replace the socket so it has plug retention capability again, or just run that wire to the future UPS location as well. 2.4G and 5G signal is fairly consistent throughout the house even though the router is located near the center of the house in the basement. Well, that is if the 2.4G service is functioning. The weakest signal strength is found on the extreme edges of the bedrooms where there are no items requiring Wi-Fi. We have two Ring cams fixed to trees in the front and backyard that connect without issue. The ARLOs use their own hub without issue.  

Please let me know what you think about my issue with the 2.4G and now 5G spectrums completely going offline. I have rebooted and reset the G3100 router multiple times and have tried removing different brands of smart devices in between resets to see if they were the culprits all without success. The 2.4G might last 24 hours on a good run, though usually averages 10 hours before dying. The IT department at work believes the first step is to change the router with a different brand, but I thought I'd ask here first... well, about a year later. lol. I only inquired with our IT department about this a week ago though as well. It seems like all the well-rated multiple device AX/E routers are upwards of $300, so it'd be nice to know if it's an actual G3100 issue, or operator error somehow. 

Thanks for your time. 

[Cang_Household]

Thank you for your detailed feedback.

But to resolve your issue, did you see any error logs on G3100 when the 2.4GHz band is not working? If you do, can you show them with us with personal identifiable information redacted?

[AnnoyedUserX]

As of September 16, 2020 the original post on this issue thread has 6,100 views and no resolves. I do hope someone on the community team is monitoring. Even a courtesy post to confirm that the issue has been acknowledged would be something...

[Mbelge]

I had the same issue with brand new G3100 dropping internet connection about every 15 a 20 mins. My configuration is gs3100 connected to ONT via Ethernet. I used the coax connection on g3100 to create a moca network. On the other side I had the old verizon actiontech router (wan is from coax). This router provided wired Ethernet to a PS4 plus a separate Tenda wifi access point. My problem turned out with the moca network. I disconnected the moca and the router works like a champ right now. I beleive instabilities with this router is due to moca. 

[Cang_Household]

Did you setup the second router correctly? I am wondering whether you need to change some settings on both ends. I will make myself a note here, so you believe it is the MoCA network causes the instability of WiFi. I am looking forward to seeing others' replies regarding this issue.

[mysn95]

I'm having issues as well

Determined it was my older work laptop running Windows 7.  When connected via ethernet and WiFi, I would lose connection on any device connected to the G3100 wifi.  

Work laptop was connected via wifi to an access point, not even dirrectly to the G3100.  

Disconnected ethernet and connected only via wifi to access point.    Turned off the SON on the G3100.  Everything was good but......  When I leave the house and come back, iPhone will not get an IP from the router right away and would then default to the 169..... ip address.  BUT would connect to access point with no issues.  

G3100 is the DHCP for all devices.  No conflicts with another router issuing IP addresses. 

Still lots of issues.  Hope they fix soon!!

[Zoar]

See my post way above.  My solution was to take my 'access point' off the network, as that was handing out conflicting IPs.  Sounds like your issue, since your phone coming back home can't get IP.  It probably did, but got conflicting one.  Try this.

[Cang_Household]

An access point is a layer 2 device and it should not be overzealous to steal the job of a layer 3 device. Layer 2 devices do not and should not have DHCP servers.

What is the model of your access point?

[twei214]

Like i said above post, some Wireless router like the Deco X20 STILL retains DHCP functions  in AP/Bridge mode IF the main DHCP (the G3100 in this case) fails/offline.

So it's entirely possible it could have a dhcp conflict even everything besides the G3100 is in bridge mode and if the G3100 fails its DHCP duty.

[twei214]

Yea, i have simlilar problem with the Tp Link deco x20 too... 

So apparently the Deco X20 takes over DHCP when the main DHCP fails even in AP mode (which is insanely dumb), but that problem exist in the first place because the G3100 failed as DHCP. see my above post, seems like the G3100 does have some DHCP glitches...

[mysn95]

So it seems its an issue only with my ios devices; iPad and iPhone

Android devices have no problems connecting and getting an IP address from the G3100 5ghz.

Both the Stream TV and a Samsung tablet connected and received an IP address