Quantum G1100 Router suddenly not keeping 5ghz connections
RichLux
Contributor - Level 1

For the past 2 weeks or so, my G1100 router will no longer connect reliably at 5ghz. My devices will connect and then immediately disconnect or refuse to connect at all. If I reboot the router or change anything in the wifi settings that causes the router to reset the wireless, 5ghz will work again for a day or so, but then the same thing will happen. I have tried many different 5ghz channels, but none fix the issue for more than a day or so. I have no issues with 2.4ghz, only 5ghz.  Prior to this problem recently, everything worked fine for over a year. I posted over at DSLReports and one other person has the same issue, but no one has any resolution to the problem.

Has anyone here seen this issue?  Does anyone know if Verizon pushed a firmware update over the last 2 weeks?

Rich

1 Solution
VeryKool1
Enthusiast - Level 2

I advise everyone to consider being their own Wi-Fi router (Such as Eero Pro 6), disabling the wifi on the G1100 and using it only to feed Fios channel information to the STB. It is ludicrous to pay the exorbitant amount of money Verizon wants for their routers, as apposed to buying you own and have the ability to use them with another provider should Verizon no longer suit your need.

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417 Replies
jonjones1
Legend

@berkoz912 wrote:

Ever since I've started service with Fios, our internet has just been a horrible pain.

We've gone through 2 different routers, 2 different in-person repairs and this is still an ongoing issue.

Every time I call about 5G being completely down, they said they restarted something and it works, for about 2 days, then goes off again.

I've called countless times regarding this issue and all Verizon does is give me a credit.

Is anyone else experiencing this issue? I've been with Fio since Oct '17 and am ready to cancel next month due to all of this frustration. I'm paying for the '1GB' speeds but can't get anywhere near half of that because of the lack of 5G.


There is currently two issues with Verizon Quantum Gateway Router losing 5 Ghz connectivity on WiFi. The other forum thread deals with possible google products causing dropped WiFi connections. Don’t know if you have google Chromecast or home products but that may be an issue.

also if you go to the “Fios internet “ section instead of high speed internet section you can read the other posts.

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berkoz9121
Newbie

Thanks for the info.

Since it's been 4 months with this issue, I'm paying for a service that is not being given.

I was offered a one-time credit but doesn't seem fair to pay $120/month for only 2.4. 

That's another concern for me and a reason as to why I'm most likely switching.

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jonjones1
Legend

@berkoz912 wrote:

Thanks for the info.

Since it's been 4 months with this issue, I'm paying for a service that is not being given.

I was offered a one-time credit but doesn't seem fair to pay $120/month for only 2.4. 

That's another concern for me and a reason as to why I'm most likely switching.


The failure of the router would not be a real reason to just quit Fios. But that is always up to the customer. The routers update will first come from the manufacturer of the router which is Greenwave and then Verizon will push it out.

The problem here is this loss of 5 Ghz has been going on for quite awhile. And since there was no influx of complaints it is now just being addressed.

The other issue is that 5 Ghz is not far reaching as WiFi goes. 2.4 Ghz is farther in distance connections but not as fast as 5 Ghz . The other problem is Verizon Fios does not care about WiFi. They provide the fastest internet to your home. If you use an ethernet cable to connect directly to the router from your computer it will be blazing fast. 

You could also use your own router in access point mode and turn off the crappy Quantum WiFi and use your own. Or just get rid of the crappy Quantum all together, save some money on rental fees and have a better router handle the service.

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berkoz9121
Newbie

Thanks. When I signed up, I was told I HAD to use their router. I guess I was dupped.

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Bmaore222
Enthusiast - Level 2

I would not be so mad if Verizon did not make me upgrade my router because that was the only way to receive faster internet speeds, whats the point of having a router in 2018 that only has 2.4 GHz band 

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CRobGauth
Community Leader
Community Leader

Don't understand comment.

What model rotuer do you have?

How did you get it?

For longer term customers, Verizon had previously given out routers for free.

Then they, like some other providers, started charging for routers. Either by renting or purchasing.

The only router that Verizon supplies that supports 5G is the G1100.

But if you don't use Verizon STBs, you can use whatever model router you wish.

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CRobGauth
Community Leader
Community Leader

@berkoz912 wrote:

Thanks. When I signed up, I was told I HAD to use their router. I guess I was dupped.


It depends. If you don't have FIOS TV service with their STBs, you can use any rotuer you want. That being said, support is limited as Verizon can't help you troubleshoot with equipment they aren't familiar with.

If you are have TV service with FIOS STB, it is best to use their router. Unless you are quite adept at networking and router programming. There are a number of things that need to be enabled to get full use of STB services.

You can add your own router to FIOS router either as an access point of additional router. As an additional router, there are some limitations in access to FIOS STBs using their app.

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cseaman1
Enthusiast - Level 2

Good news, Google promises a fix for their wi-fi issue (which is likely the one reported here) coming tomorrow:
https://www.engadget.com/2018/01/17/google-fix-wifi-bug-cast-devices/

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csternfield
Newbie

Add me to the list of me too's.  I have contact verizon customer service twice after restarting the router on a near daily basis for the past few weeks.  On 13 Jan, the tech did a remote reset of the router.  It lasted until today (16 Jan). 

I have no chromecast devices.  With the exception of a TV and Kindle, no new devices have been added to the network recently.

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Jeffro
Enthusiast - Level 2

I can't understand it - but in addiiton to my long post a few days ago regarding all our wireless devices losing connectivity - these router issues are getting worse for me!  I'm not sure whether Verizon is going in remotely and trying to change things and/or reset my router, but 3 times in the past 5 days, my SSIDs were not showing up. So - I logged into my router and I get the welcome message asking me to set up my wireless networks!  After proceeding to re-enter my SSIDs for 2.4GHz and 5GHz, my router works for a few hours.  IN ADDITION - my Microsoft Surface Pro decided it would not connect to any of my networks the past few days.  (when it is in my work office location, it connects to wireless and wired connections all day, no problems).  I had to reboot the Surface Pro a few times and also reboot the router a few times to get it to connect.  (Note - when it is not working - the Surface Pro indicates that it is connected to my wireless network, but says, "Secured, No Internet".  Last but not least - my son's PS4, which is wired by a brand new ethernet cable - suddenly loses its connection on a daily basis.  The PS4 sees my router but indicates that it cannot get a valid IP address.   (And we have no more than about 20 devices in the house connected wired or wireless at any given time).  So... more router reboots to get the wired PS4 back online.  This is really getting frustrating to the point where I hope I don't take a sledgehammer to that router!  🙂  Verizon.. please, please fix ths soon!

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jonjones1
Legend

There is a lot more than just what your reporting.

https://www.dslreports.com/shownews/ChromeCast-Google-Home-Bug-Could-Overload-Your-Network-141062

And verizon is waiting for the manufacturer to give them a fix. Greenwave makes the router. Read the thread here and at DSL Reports for work arounds.

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Talon99
Newbie

I only started using the 5GHz mode a couple of weeks ago since I upgraded from 75 to Gigabit. I too had the issue of not being able to reconnect to 5GHz after some time, 10+ hrs give or take a couple.

So last night while I was curious to know what IP I would get if I connected to the guest wifi because I was researching on creating a subnet, I was surprised that after I switched back to my main wifi, I was able to reconnect to the 5GHz band.  Tonight, I had no issue reconnecting to it as well.  So far so good and no more resetting of the router every time I get home from work.

So somewhere in there I am thinking the issue is with session expiration.  I also tried my wife's iPhone which had the same issue previously, and it's now able to connect.

I hope it lasts longer.

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chamilton2
Newbie

Interesting information here. Like others I have had the same issue: 5G drops out after 2 days. Note: 5G is LISTED THERE UNDER MY WIRELESS NETWORK but it will not allow a connection. Also note, this is not specific to Android or iOS but it affects all my Windows devices as well. 

I spoke with a customer service rep and he was quite frank about the whole issue.

So, as of now, they are "working on it" while not acknowledging there is a problem and you will have no way of knowing when they fix it.   Sigh...

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CRobGauth
Community Leader
Community Leader

All, 

I just got this from support:

BHR4 Connectivity Issues with 5GHz Frequency (Fios ONLY)

Verizon has discovered a bug in the BHR4 Fios Quantum Gateway router which renders certain iOS and Android Wi-Fi devices unable to connect to the 5GHz frequency/SSID. The issue is a result of a bug in the FQG firmware, which is suspected to have been exposed and exasperated by recent iOS and Android upgrades on many wireless devices.

Customers may experience sudden disconnection of Wi-Fi devices from the 5GHz network of the BHR4. When attempting to re-connect the device to the 5GHz network, it may appear that the device is trying to reconnect, but no internet is available, or it connects and immediately disconnects.

Please note Verizon is aware of the problem:

1. There is a known problem that could potentially affect their ability to connect to the 5GHz frequency.
2. As a temporary workaround, “forget” the 5GHz connection (SSID_5GHz) on their device(s) and only connect to the 2.4GHz frequency for the time being.
3. Verizon is working on a fix that will be remotely applied to their router in the future.

dugbinss
Newbie

I've had terrible speeds on 2.4 Ghz with the G1100 but don't have much time to do my own tech support.  I replaced the router about 6 weeks ago to no avail.  Now I've been encountering the 5Ghz issue described here and have read through the entire thread this afternoon.  I will try some of the suggestions, but wanted to report that tech support replied that it is indeed a known issue (with no date, of course) and when I called customer service, they were quick to offer me an immediate $25 credit or $4/month for 12 months.  Since I'm locked in anyway, that adds up better.  May be shopping for a router as others have recommended.

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cseaman1
Enthusiast - Level 2

See this post...there's evidence that Google Home and Chromecast devices may play a role in the crashing of wi-fi networks, potentially including the Quantum router:

https://forums.verizon.com/t5/Fios-Internet/Google-Home-devices-may-be-the-cause-of-the-problems-wit...

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Downdraft
Enthusiast - Level 2

I do not have any Google Home and Chromecast devices. When my 5G channel does connect it drops off after a few hours. 2.4G is spotty as well. By the way, I had a VZ tech bring me a new router Sunday. Same problem as the old one. The tech did not know about the drop out issue. I ran cat cable from the router to my main computers until the problem is solved.

darienal
Newbie

@cseaman wrote:

See this post...there's evidence that Google Home and Chromecast devices may play a role in the crashing of wi-fi networks, potentially including the Quantum router:

https://forums.verizon.com/t5/Fios-Internet/Google-Home-devices-may-be-the-cause-of-the-problems-wit...


Pretty sure this was already discussed and discarded earlier in this thread.

I for one have had 3 Chromecasts in my home since WAY before this problem started and never had any issues.  Plus I'd suspect that if this was the absolute cause it would take down the 5ghz and 2.4ghz connections.

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cseaman1
Enthusiast - Level 2

I guess you can't blame people for not understanding that everything runs on software :).  Even Chromecasts and Google Home devices receive software updates behind the scenes, and their networking behaviors in various circumstances will change based on those updates.  The problem was likely introduced with a software update, which means having a device and not seeing a problem does not exclude that device from being the cause when a problem appears.

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maestro2
Contributor - Level 1

@cseaman wrote:

I guess you can't blame people for not understanding that everything runs on software :).  Even Chromecasts and Google Home devices receive software updates behind the scenes, and their networking behaviors in various circumstances will change based on those updates.  The problem was likely introduced with a software update, which means having a device and not seeing a problem does not exclude that device from being the cause when a problem appears.


This is a bug in Quantum Gateway reported earlier in this thread by CRobGauth.

Details below. So, there is no reason to blame Google or Apple for this issue.

Quote:

"BHR4 Connectivity Issues with 5GHz Frequency (Fios ONLY)

Verizon has discovered a bug in the BHR4 Fios Quantum Gateway router which renders certain iOS and Android Wi-Fi devices unable to connect to the 5GHz frequency/SSID. The issue is a result of a bug in the FQG firmware, which is suspected to have been exposed and exasperated by recent iOS and Android upgrades on many wireless devices.

Customers may experience sudden disconnection of Wi-Fi devices from the 5GHz network of the BHR4. When attempting to re-connect the device to the 5GHz network, it may appear that the device is trying to reconnect, but no internet is available, or it connects and immediately disconnects.

Please note Verizon is aware of the problem:

1. There is a known problem that could potentially affect their ability to connect to the 5GHz frequency.
2. As a temporary workaround, “forget” the 5GHz connection (SSID_5GHz) on their device(s) and only connect to the 2.4GHz frequency for the time being.
3. Verizon is working on a fix that will be remotely applied to their router in the future."

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wecoyote5
Enthusiast - Level 2

Hi all,

A little feedback... Based on my experience over the last 2 months I concur with measto's report, the firmware issue looks to be exacerbated by iOS and/or Android devices. Without making any config changes to my router I removed all non-PC devices (phones, Google home, Nest, etc) from my G1100 5G and now only have 3 Lenovo laptops running Ubuntu currently connected. Since I made that change over 2 weeks ago the G1100 5G has been solid.