5G Internet Gateway Keeps Disconnecting

[nvorias1206]

Ever since my 5G Internet Gateway auto-updated it's firmware to version 5.33.117.1, my internet connection keeps dropping anywhere between every 5 minutes to every couple of hours. I've factory reset the device a few times and even switched modes to Bridge Mode and connected it to a separate router for my home network. The problem still persists.

Anyone using 5G Home Internet run into this issue after the firmware update on 2/11?

[TraviesoTX]

Yup. Consistently a problem for me too. 
I reported the problem under ticket NRB000010791499.

[Loki86]

Having the same exact problem. I've spent countless hours trying to find the answer. Today I contacted Verizon and talked to two agents on the phone on separate calls. First guy tried reconfiguring backend stuff and sent me on my way. Second lady I spent hours on the phone with and she said she'd call back in 15 min and never did. The. Another few hours with chat support. Got left with a tech service ticket open and I just doubt it's going to solve the issue. And after being advised to factory reset it, even though it's connected and working, the blue pairing lights won't shut off because the you can only pir it with Bluetooth during the initial interactive set up and once you complete the set up I haven't found a single way to go through the setup steps again so I can pair it and stop the blue lights blinking. The setup guide is also the only place I can find to perform a signal test when you move the box around the window looking for the green light. So makes it near impossible to reposition unless you hold it somewhere and run a speed test. Also the wifi stays connected when the internet goes out so it's clearly the gate way firmware causing the issue. Especially as it's happening to multiple people. Super frustrating. 

[LTBinOhio]

I too have now spent hours on this issue with multiple techs on the phone.  I canceled my previous internet service provider and may need to switch back.  Looks like this is a common issue yet when you talk to someone at verizon they act like they've never heard of it and don't know what to do to fix it.  Disappointed to say the least because when it stays connected the service is great. But I can't work from home and keep getting disconnected. Wake up Verizon!

[Drumr04]

Same here. Had my first modem replaced and now the replacement is doing the same thing. In release notes I've seen they "fixed" this issue but it's obviously still happening. 

[prford]

I have had the same issue since installing the "cube" over a week ago.  I was first using WiFi but now am using the ethernet connection to my laptop only.  Both radios (5 GHz and 2.4 GHz) are turned off in the Verizon gateway.  Still drops the internet connection every couple of hours.  My software version is 214322.  I called Verizon Tech Support on February 22 and was given a support ticket#  but have not heard from them 10 days later - poor customer support.  If anyone has a suggestion I would appreciate it.

[Loki86]

Honestly I think we all just have to wait till Verizon solves the problem as a whole. I've got to the point I'm just living with the connection drops. Some days are worse than others. But I'm not going to talk to another customer support agent. Everyone I've talked to it's like we're learning about 5g together. I've talked to or chatted with at least 10 different people in the last week and lost countless hours I could have been working. One agent sent me a free like 300$ wireless network extender for free to help boost the signal. It arrived and couldn't get it set up. Had to revert to these forums to see you had to call in to support to activate the Mac address. So I did that and it progressed the setup of the extender but no connection was ever made with it. But support ASSURES me this will fix my problem! Get on another support call with ANOTHER agent. Who after talking to for a bit was like oh wait you have 5g wireless internet. The network extender needs a modem that's plugged into a land-line or cable outlet. It's not going to work..... I still have open tickets the tech people are suppose to be working on. But considering how many people this is affecting its definitely firmware and it needs a sweeping fix. Looking into these case by case to determine you can't find a solution is waste of everyone's time. 

[Loki86]

OK update. Verizon called me this morning to tell me they have fixed the problem. They said even though the service is 5g it still connects to 4g LTE towers as well to help the over all connection. I knew that. But they said a wire was missing or not connected at the 4g tower causing the lapse in connection and that its fixed shouldn't happen again. I'm hesitant to believe that is the cause and fix seeing as how many people have this same problem. But to their credit the problem so far hasn't happened again. Connection is strong, fast and to my knowledge hasn't dropped. But we'll see how the rest of the day and week goes. Really hoping this is a resolved issue! 

[Loki86]

Update. Verizon called yesterday to say they had resolved the issue by fixing a missing wire issue at a 4g tower and I shouldn't be dropping connection any longer. For 24 hours I either didn't lose service or didn't notice. Today I've dropped internet more than any previous day. And now trying to find the next time I have a half or full day wide open on my work schedule so I can spend it with verizon support AGAIN knowing none of it will likely actually fix my problem. Yet I can't just sit here and do nothing. Really stuck between a rock and a hard place with Verizon right now.... 

[5GInternetDoesntWork]

Having the exact same issue, replaced the cube but still have the same issue.

The NRB looked into my trouble ticket and replied 2 weeks later that all is ok.

Perhaps they should read the community site to see that this is a significant issue and get it fixed. Time to switch to another provider 😞 

[LTBinOhio]

Lol..so I had the same happen.  They never called me back, then said they were working on it and it would be fixed after I called them.  Never heard from them.  Lost connection the next day so called them back to tell them and they told me it was fixed.  Irritating and unprofessional. I don't like being dismissed and lied to.  Then he said I would have to put in a new call to customer service and would transfer me... and hung up.  I called customer service myself and that guy pretty much told me "It's cell service.  If you want a solid connection you'll need to go back to Spectrum"!.....crickets 

I do believe this is a firmware issue.  My MiFi device doesn't drop when my 5G drops... and the cube never goes red until I disconnect cellular and then turn it back on. 

[prford]

@nvorias1206 My software version displayed in the Home tab of the 5G Home Gateway (the cube) is 214322.  The format looks totally different from yours.  Are you using the Cube gateway or one of the previous versions of the Verizon gateway?

[vman10809]

Add me to the party..  I've had the home 5G internet almost three days now, seeing it as a viable and cheaper alternative to my Spectrum internet, yet I am experiencing the exact same issues.  Works beautifully, its fast if not faster than my Spectrum internet, all my devices connect and work fine, and then next thing I know is all my devices are knocked offline and no internet connectivity. I formerly worked in IT, so I know the standard things to troubleshoot, including removing devices one by one from the network to see if there is a conflict issue, as I have wi-fi and ethernet connected devices along with a couple switches.  I have the "cube" gateway and whenever it loses internet, the white status light in fact stays solid white, never blinks or turns red. 

I'm noticing the drops are more frequent in the early afternoon around the same time, and then in the late afternoon. I have not seen the issue happen late or overnight however.  Today was especially bad as I had to actually unplug the gateway in order for the internet to come back several times, other times it will drop for maybe a minute and then come back on its own.  It was so bad today I finally contacted Verizon tech support via phone and the agent was very nice, and helped me for about an hour trying various things on her end and she said the gateway diagnostics showed the gateway was operating correctly and connection to the tower was excellent, although she did notice a few drops when checking log files. She offered to send me another gateway, but after finding other forums with people having the same issues, I told her I would wait and see for now with the one I have, as I suspect a replacement would probably be the same. 
After some research, she did say she found other instances of this and that a firmware update is in the works, although she had no time line for release.  I also believe that this issue is definitely related to the gateway itself, be it firmware or faulty hardware, as again, the status light never changes from solid white.  The admin GUI will show everything is connected to the cellular, yet there is no internet connectivity to my devices, which again leads me to believe something causes the modem to fault or get knocked offline, and depending on the severity will reconnect on its own, or needs to be power cycled. 

I have not canceled my Spectrum service as of now, and I do not plan on it until I'm sure the service will be more reliable as I work from home currently.  I understand there will be hiccups, however after finding I'm not the only one having this issue and it does seem to be affecting many users, this will be addressed sooner than later hopefully. 

[prford]

@vman10809 Thank you for your detailed post.  Your situation is identical to mine.  Even wanting to replace Spectrum. 

If, as the support person told you, "that a firmware update is in the works", shame on Verizon customer service for not posting that info on this thread and emailing each service-ticket holder having this disconnecting issue.  That would at least provide some hope of a resolution and help slow down the mob of tech support calls from users. 

I'm going to return my cube after 3 weeks if this is not fixed.  Only the first month is free.

[vman10809]

Oh I am with you completely.  I have the month free.  I have if for the additional $25 a month added to my cellular bill with a qualifying plan, so I MAY consider one additional month only because this is a fantastic solution if it works.  I have reconnected my Spectrum for certain things I need absolute reliability for like my work PC and some smart home devices, as well as live tv streaming etc, so I'm sort of splitting the load between both right now.  Interestingly enough, since I did that, the Verizon hasn't dropped, however again its the late evening, so I'm going to let it run this way a few days and that will tell me if possibly the gateway is having issues when everything is connected, as I do stream quite heavily and have multiple things running at once, although I hope this isn't the case. 

[AquamamaJess]

I just joined this community as I just signed up for 5g home internet and am having the exact same issues. I've had it for less than a week, already had conversations with 3 different tech reps on the phone/via chat and had my cube replaced once. Grateful I have not canceled my other isp yet as I work from home and must have a stable high speed internet connection for my job (I'm a remote medical interpreter). I'm hoping they find a fix for this very soon. Unfortunately I already had Verizon service, so I didn't even get the "set up" steps in the Verizon app because it was already downloaded on my phone with no way to pair the device. I have a solid 5g signal on my phone everywhere in my home. Tired of the max 40 mbps my other isp can offer me currently, but it's better than nothing. 

[midbest]

While the ability to natively switch to Bridge Mode is massively welcomed, I would gladly take an option to downgrade to the previous firmware. I can tie this directly to the most recent update, from my view. Here's a few points that have lead me to this conclusion:

1. I had my gateway installed on 1/24/22. I was shocked by how solid it was, especially having putting up with Comcast's connectivity drops for years.
2. I watched my gateway update itself to Firmware 5.33.117.1 on 2/16/22 around midnight.
3. When I look at my logs (System Settings > History Log > Local Configuration), I see that the logs are pretty quiet from 1/24 until 2/16.
4. After 2/16, I start seeing "Router: PublicInternetAccess: Try to connect OUD 5 times, but failed" errors.
5. Every time my service goes down, I log in and see this error at the top of the log file.
6. This specific error does not show up in any logs prior to the 5.33.117.1 firmware update on 2/16.

[prford]

@midbest 

Hi midbest, 

Are you using the cube gateway?  If so where did you locate the firmware version number? After I log into my cube gateway router it shows the  Software version as 214322 under the Home tab on the left side of the screen and under System Information in the center of that same screen. 

[midbest]

Howdy @prford 

Thanks for reaching out. It sounds like you have a device different than that of the original poster's (and the one I mentioned). Firmware version 5.33.117.1, I believe, is specific to the LVSKIHP, also known as the window mounted unit.

"214322" appears to correspond to the ASK-NCQ1338, aka "Cube" you're using. I'm seeing a forum post specific to this model and connectivity issues here: https://community.verizon.com/t5/Verizon-4G-LTE-Router/Model-ASK-NCQ1338-Firmware/td-p/1232390/page/...

[prford]

@midbest Thanks for clearing up the differences between the two units.  Although it seems that they have at least one thing in common - they drop the internet connection regularly. 

[KrutschCom]

I am seeing the same issue... every time the internet goes down, I hear a single beep, it resets itself, then comes back on-line. Afterwards, I look in the logs and see:

Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

which corresponds exactly with the time of the outage. I've had three of these today. Other days, it goes all day without a problem.

Clearly this is an issue with my local Verizon node.