I'm seeing long pauses or timeouts going to trivial webpages, like google.com. (Ironically, in trying to post this, I got "This site can't be reached. community.verizon.com's server IP address could not be found." After a couple of refreshes, I got in.)
I used the gateway's Admin webui (Advanced->Diagnostics & Monitoring->Diagnostics) to try pinging google.com, ibm.com, and verizon.com. They all fail with Test Failed, No Response. From a Windows laptop connected to the LAN 1 port, pinging the same domain names (or their IP addresses) intermittently fails with 100% lost packets.
My gateway is using the default configuration at the moment. I need to fix this basic problem before trying to use my Orbi router with it.
What can cause something so basic to fail? Any ideas how to correct it?
Thank you for reaching out. We are sorry to read that you are having trouble with your service, and we want to help. What is your ZIP Code when did the issue start? Do you have the device close to a window and in an elevated position? ~Roger
Thanks for responding. Sorry for the very late reply. After the Community was migrated the first week of December, I couldn't log in for some reason.
My zipcode is 95125, very near Minnesota Ave and Meridian Ave. (There'a 5G tower northwest around Fruitdale/Leigh, and northeast around Willow/Lincoln.) Tech support had me locate the gateway upstairs near a sliding door directly in line with the northwest tower (though the northeast one is 5Guw). The signal strength stayed within the -80 to -94 range, but mostly upper -80s.
After spending 1-3 hours with Verizon's tech support EACH day from Dec 1 to Dec 6, having them open a couple of tickets for Verizon engineers to address issues (which I never heard back about), and trying 3 different gateways (because they said there may have been a problem with a bad set of gateways in our area!!!), I gave up. There was a 4th gateway Verizon sent me, but I never opened it. All have been returned.
I was told Dec 6 that a box and label were being sent to me to return the 4th gateway. The box/label didn't arrive until Dec 19(!), AND the box was too small for the gateway!!! I used my own box, dropped it off at UPS on Dec 19, and it arrived in Ft. Worth on Dec 23. Verizon kept notifying me all along that that I'd be charged if it wasn't returned. I finally got an email from Verizon on Jan 9 that it was received. Just yesterday, Jan 13, I got another email from Verizon saying that the account was charged $200 because it was NOT yet received. After being on the phone with Verizon yet again, I was told that it should be removed from the account by Jan 21.
I've finally gotten Verizon to credit it us for 5 cell phone charges that were associated with the gateway phone numbers.
If tech support had been able to put me in touch with a knowledgeable engineer, we might have been able to get it to work reliably. At no time did they ever want the logs from the Admin web UI, or know the answers to questions I had about any of the many error messages (some related to not being able to update the firmware on the first 2 gateways). I was told that I'm not supposed to even use the Admin web UI, and also told that using my own wireless router is not supported (though I wasn't even using that configuration yet). I had to point them to Verizon's web pages describing both. I really expected better, but those tech support people were a disappointment. (Only the tech support person who said his name was Steven was methodical in his approach and knowledgeable.)
I'd really have loved to have been able to switch, but it's obviously not ready for prime time -- either the hardware or the phone tech support.
Since you pinged some sites in the router diagnostic page, that would rule out any device-specific issues.
It seems like an intermittent connection on the WAN side. Please try the suggestions of the official support. Thanks.
Hello Cang if you need help please reach us through Twitter or Facebook. We will be happy to assist at the verizon Social media team, we are connected 24/7. >Jorge
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