Verizon Fios - WiFi is not working but ethernet connection (from computer to ONT) seems to work fine

Hello - as the title suggests, I have been having issues with my internet.

I have been a Verizon Fios client/user only since May 16th (two weeks, at the time of writing) and have not had a good day of internet. In addition to the installation technician, I have had two techs come to my home - one replaced the ONT and the other the router, in that order. I have spent way too many hours on the phone with customer service, with some calls being more satisfactory than others. So yes, the situation has been extremely frustrating.

The main issue is that me and my wife would be browsing on our devices (laptops [Lenovo and Dell], phones [iPhone]) or streaming (TV), and the internet crashes. I look at the ONT box and the "data" light is off (usually it is green) while the router's white light is blinking. The "Verizon_" network disappears from the list of available networks to connect to, and we have to wait some 5-7 minutes before we can connect again. This happens 2-3 times every hour or so. We both work from home, and we can't accomplish much like this.

Today I had some time to read about other Verizon clients having a similar problem, and one suggestion I found was to check if the ethernet connection was actually working (connecting my computer to the ONT using the ethernet cable, instead of the router to the ONT). I have been using the internet like this for the past 2+hours and it has been flawless - I have never had this much time of uninterrupted service. But this solution is not practical in my household, since only one device can be connected at a given time. I feared that a critter had damaged some of the cables outside, but it seems like the wired (ethernet) connection is fine. Is my second router also faulty? Unlikely, but could there be a problem with one of our computers' wi fi cards?

I am beyond tired of this issue, and really don't want to go through the hassle of cancelling and going to another internet service provider, but we need reliable internet. A third technician will be coming over tomorrow to look at this issue once again, but if it can't be solved I will be done for good with Verizon (I mean, in two weeks of service I have not had a single good day of internet and the bill isn't cheap).

Has anyone had a similar problem before? and if so how did you fix it?

Accepted answers

Capricorn1

You didn't mention which Verizon router model you have, but different models have had issues. The G3100 seemed to work well for most people, but the CR1000A and B models seem to have issues. If you are not a Fios TV subscriber (i.e., you have an Internet-only account), I recommend purchasing your own router (with wireless capabilities). You could pick up a cheap one from your local Best Buy for ~$100. There are pretty recent articles from PC Magazine and Wired. I found that by searching for the best home router 2025 on Google.

I have a TP-Link Archer AX55 that I use in wireless access point (WAP) mode with my VR headset (for its Wi-Fi 6 speed). I can vouch for its wireless range and speed, but not its abilities as a router. I also have an Orbi RBR50 base and an RBS50 satellite, which are part of a mesh network that operates in access point mode. It's older and only supports Wi-Fi 5 speeds.

I have had Fios since 2009 (with a two-year break in there), and I have yet to use a Verizon router. My router is a Linux-based mini-PC that I have configured as a router. That's not something most people want to try to tackle. It's not necessary, either. Retail home routers have become very good.

All comments

Capricorn1

vitbass

Hi Capricorn - many thanks for your response! The Verizon router I have is a CR1000A. At this point our router has been replaced twice, since original installation.

Since the technician's visit last week, the internet appears to be working fine. Fingers crossed it won't drop again.

If the problem persists, I will definitely consider your suggestion of getting a non-Verizon router.

mainma

Hello. I feel your pain. We were coerced (told our old router would no longer be serviced) by an overseas tech help Verizon rep. We now have the same router as you. It has presented problems with wired, wireless, and TV for three weeks and tech help has not solved the issue. We'e spent probably 30 hours on the phone and have had two different onsite techs visit after the initial installation. I have a call scheduled for today and if they don't fix the issues, we will be cancelling our service. Sorry no help.

VZ_jenn

Hi mainma, Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately. Thank you.