G1100 - QIP7100-2 Problem

[Anonymous]

I ordered two QIP7100-2 boxes and a G1100 router to replace my older stuff because my standard TVs are flaming out and since I have 75m service with HD anyway, I figured it was time to upgrade.

First hitch was in actually getting the order straight - between (what I'll laughingly call) "customer support" and the folks at the local Verizon store, it took 2 or 3 attempts to get everyone on the same page.

So, we installed the new router first and it went as smooth as silk. The HD boxes are another story. I've been through hours of chat with "customer support", being shuffled from one script-reader to the next, the only result of which is that I need a service visit to complete what was touted as being a self-install.

What's happening is that the 2 HD boxes are failing self--activation. Diagnostics are showing that they can't access the WAN through the router. All connections were via coax because the instructions that came with the router stated that I wouldn't need Ethernet for speeds below 100M.  Just for grins, I moved the router closer to the ONT so that I could hook up both ether and coax. Rebooted everything and still no love from the HD boxes. All other WiFi access to the wan (laptops, tablets, etc.) is fine. It's just the 2 boxes that won't play nice.

I have a service appointment for the coming weekend, but I'd like to know if anyone has any idea as to what the problem may be.

Thanks!

Byz

[clem21]

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@Anonymous wrote:

I ordered two QIP7100-2 boxes and a G1100 router to replace my older stuff because my standard TVs are flaming out and since I have 75m service with HD anyway, I figured it was time to upgrade.

First hitch was in actually getting the order straight - between (what I'll laughingly call) "customer support" and the folks at the local Verizon store, it took 2 or 3 attempts to get everyone on the same page.

So, we installed the new router first and it went as smooth as silk. The HD boxes are another story. I've been through hours of chat with "customer support", being shuffled from one script-reader to the next, the only result of which is that I need a service visit to complete what was touted as being a self-install.

What's happening is that the 2 HD boxes are failing self--activation. Diagnostics are showing that they can't access the WAN through the router. All connections were via coax because the instructions that came with the router stated that I wouldn't need Ethernet for speeds below 100M.  Just for grins, I moved the router closer to the ONT so that I could hook up both ether and coax. Rebooted everything and still no love from the HD boxes. All other WiFi access to the wan (laptops, tablets, etc.) is fine. It's just the 2 boxes that won't play nice.

I have a service appointment for the coming weekend, but I'd like to know if anyone has any idea as to what the problem may be.

Thanks!

Byz

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Check the splitters, all of them. You need to use MoCa 2.0 certified splitters with the newer boxes, although the ones you got are legacy boxes. Surprised you actually got them from Fios in the first place.  I assume you have both ethernet and coax coming from the ONT to the Router, which is the only way it can be used properly. Should look like the diagram I sent.

[Anonymous]

Clem21:

Thanks for the info. The splitter that came with the router is MoCa 2.5, but it's in series with a 4-way splitter in my basement that's rated at 5 - 1000 Mhz, 7.5 dB at each output.  This combo worked fine with my old router/boxes, but I can appreciate that it could be the source of the problem.

In so far as requiring an ethernet connection, the router installation instructions specifically state that that's only necessary for 100m service or higher, and I have 75. Additionally, I moved the router closer to the ONT and ran ether to it. There was no change whatsoever.

Part of the problem I see here is that when you call customer service/order/whatever, all they do is look at your account and tell you that you need a new router and HD boxes. Nobody asks about your configuration or fills you in on possible requisites, such as having an ether connection, splitter requirements, etc. Instead, it's classified as a self-install, and you may find out later that it probably should not have been. Perhaps a little more attention to detail during the order process would save a lot of grief later on.

On a side note, Verizon keeps sending me emails with a link to a YouTube video of theirs that shows you how to install the router. But you follow the link and it states that the video has been removed. This is pretty much on par with all of my experiences with their support infrastructure (including the website).  Basically slow, spotty, and inconsistent. I'm very disappointed thus far.

Well, the service tech is coming tomorrow (and I'm going to fight the service charge if there is any) and hopefully we'll get to the bottom of this. I'll provide an update once it's been resolved.

[Anonymous · Accepted solution]

The service tech arrived today and said that the first thing he needed to do was upgrade the ONT. That took about a half hour. He then made sure the router and 2 HD boxes were wired in and proceeded to try the auto-installation. That failed on both of them, so he did some further finagling and was able to get everything up and running.

It wasn't the splitter(s), and there was no need to run ether to the router - everything's coax.  And no charge for the service call.

Verizon: the grunts (guys and gals) on the trucks are worth their weight in gold, but your customer support infrastructure most definitely is not.