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?

[Loki86]

So with that cube it has nothing attached to the window? like no wired cord with a little antenna to stick to the window? Given how these 5g gateways need to be in VERY specific spots to receive a signal I would think the cube needs to still be next to a window and probably not blocked by a wall at all. 5g waves just have a really time trying to get through walls or even like i said earlier newer windows. Im also like 200 yards from a 5g tower and on the 7th floor from the ground with nothing between me and the tower and like i was saying my gateway has one small area i can find a signal and moving it even a hair can be the difference in fast or no signal. And im almost wondering if the reason my disconnects have calmed down is because I happen to have it in that perfect hairline spot. You can have fast internet but a weak connection, which would trigger the 4g falling back more often.

[illinoisvzw]

No wired cord and no little antenna.  Model number is ASK-NCQ1338 if you want to google it and see photos (or even the owners manual).  Instructions say just plug it in and wait for a solid light, although they do tell you to move it around your house to try and get the best signal.   I think it has to do with whether it's a "millimeter wave" device, which the one I referenced is not.  But the VZW coverage map tells me I have 5G and their phone support says they have two antennae on either side of the street very close to my house and within line of sight of the cube.  The directions for the cube are different than for the device you have, I think.

[vman10809]

@Loki86   The cube does not have anything that attaches to the window, and while optimally it should be close to a window, its not a necessity depending how far it is from the tower.  I can see the tower and its about a quarter mile away, with no obstructions. Window, no window, it hasn't made a difference. I've seen the cube work from the center of a home no problems in fact.   For my situation I don't think it has anything to do with signal with because logically it shouldn't work perfectly overnight and then start having repeated drops in the mid to late afternoon, until late evening again, and then it works fine until the next day, if it was an issue with a window. Not to mention the connected status light remains solid white, even when devices are saying no internet.  The cube device also does not have a signal strength finding option like the window mount gateway does.  At this point, even two or three drops a day is almost unacceptable when my Spectrum works for months at a time without a single hiccup. That being said, for the price difference and understanding the technology, yes a couple quick drops a day could be a reasonable trade off, but this is far from even that at this point. 

[illinoisvzw]

@vman10809 agree with everything you say.  Weird thing is that it's so random.  Luckily I kept my other ISP provider active so I use that, but several times a day I will attempt to use the VZW device.  Most of the time, it just has no internet connectivity, or a slow speed.  I can do a reboot (even a factory reboot) and it may work for a few minutes, then the light will go solid red for a while, then white, but all the while still no internet connectivity.    I have had a ticket open with VZW for four days, but so far no action or communication from them.   I had high hopes for this service and may try  it again in a few months but unless something really unexpected happens today I'm done.  (BTW they sent me a new device and it has the same problems so I don't think it's the device.)

[ab786]

I posted about this problem on reddit.com/r/verizon and someone from I think here pointed me to this community, so thought I'd add my voice here. I've had the service using the cube for about a week in central texas and was dealing with 1/day disconnects primarily in the evenings. Since yesterday, the disconnects have turned into 1/hour or so, which is highly frustrating. I work around it by logging into admin and then going to network->cellular and then click disconnect/connect. Really hoping Verizon is able to fix this soon - I don't want to go back to Spectrum if I can help it.

[vman10809]

@ab786  I recognize your name, I think it was me over on reddit who pointed you here lol.. Central Texas, I am also in Central Texas, San Antonio to be exact.  And I'm even willing to pay for both for a few months if they would give some information on the problem and when it will be fixed. I do not want to keep Spectrum either, right there with you. 

[ab786]

@vman10809 I had kind of guessed from reading the existing replies here that it was you who helped me on reddit but I didn't want to assume; thank you for helping me there and pointing me to this forum. I am in NW Austin with a 5g tower within a quarter mile of my location; a Verizon tech yesterday kind of said that they expect this to be fixed within a month but she was pretty non-committal so who knows.

[illinoisvzw]

So update:  I called VZW about my week-old tech support ticket since the problem persists.  They told me they have had a large number of complaints about this service and that their tech support / network engineering group is way backed up on trying to resolve these issues.   

[vman10809]

@illinoisvzw   Thanks for the update... This pretty much says to me it isn't ready for prime time, and they should have done a lot more testing and trials before rolling it out to the masses and marketing it as an alternative to cable and fiber based internet... That's my opinion anyway.  I would think if it was the result of a software update, which in my opinion is still a possibility based on comments from others here, you'd think they would just roll it back until they could find a permanent fix. 

[Loki86]

Just keep complaining. I got to the point I felt like I was stuck wasting time talking to tech support but also couldn't sit by and do nothing. Had them send a tech out even tho I knew he wasn't going to solve anything. They guy literally just came, went through the text book steps of install and said looks like it's working fine. And left. Said he hadn't heard anything about connection drops. I did show him this thread and others stories how this started happening to everyone when the new firmware came out and he took some screenshots to send his boss so they could further look into it. Basically I've opened so many tickets I think they worked on my connection to the point it's stable finally. I just have to restart it in the mornings because it seems to be stuck firmly in 4g in the early AM. 

[vman10809]

@Loki86  The cube uses 5G_NSA (at least mine does) a "hybrid" 5G for lack of better words. It is not as dependent upon distance or walls as the window mount unit/mmWave which needs to be within several hundred feet of the nodes vs the cube devices which are not as reliant on being directly in a window per se, as the signal can travel a few miles, albeit slower speeds the further away you are, although the less obstructions between the cube and the tower the better.  This more than likely is why the cubes are more plug and play and don't have the app option for finding signal strength, or any window attachment because its not as critical as for the window mount units.  As I stated previously, I've seen the cube work perfectly fine from the center of a home in fact.  From what I have been to gather from many phone calls with Verizon techs, this is also what determines if you get the window mount vs the cube, the availability of mmWave vs C-Band depending on your address. The cubes are generally maxing out at around 300mbs and the window mounts that can use mmWave can get into the gigabit range from what I've seen also. 

[Loki86]

Oh OK that makes a lot more sense about the different 5g waves. I didn't realize that. Are you maxing out at 300mps to the cube or to your devices?! I've gotten up to 1500mbps to the gateway. But average 800-900mbps. But my devices over wifi only get like 200-400mbps. Basically just curious if your getting only 300mbps to the cube are you only maxing out at like 100mbps over wifi? 

[illinoisvzw]

So my situation is strange -- my service worked great for a week, and consistently reported speeds of 250 - 350 depending on where I placed the cube in my home.   Then it started dropping constantly, with long periods of no connectivity, and when it DOES connect, the speed tops out at about 70.   Hasn't worked since, and haven't seen speeds above 70-ish since.

[vman10809]

@illinoisvzw  That's interesting because I have not had a speed decrease throughout this. Speeds are pretty consistently 250+, although I have seen sub 200 occasionally but nothing to be concerned about from the gateway when it works, and pretty much regardless of the cube placement. My only issue has been the constant drops and periods of no connectivity. 

[Loki86]

Just received this email from Verizon a few min ago. It came through like a mass email more than directed specifically toward me. So seems like they are at least addressing the issue. 

"We hope you’re enjoying your 5G Home Internet service. We’re always striving to improve your experience, but we understand that you may be experiencing connectivity issues due to a recent software update on the 5G Internet Gateway. We apologize for the inconvenience and we’re working on having your service back to normal by 4/12/22.

No action is needed on your part. If you have any questions, or you continue to experience connectivity issues after 4/12/22, please contact us.

Thanks for being a Verizon customer."

[illinoisvzw]

@Loki86 that's very interesting.  I think you have a different router than I.  I have the ASK-NCQ1338, which is the cube, and I believe you have the window-mounted rectangular device, no?    My firmware hasn't changed since I got it the box.

[vman10809]

@illinoisvzw   I am the same since I got my cube gateway also with the same firmware. I think, both the cube and window gateways did receive an update around the same time albeit with different version numbers, but hence why both versions of the gateways are having similar issues.  I'm assuming that will be the same when they update because I'm sure they are aware both gateways are having the same software issue. 

[OtterD]

I got the cube about a month ago and it has been mostly good. I do get disconnects at least once/twice a week though. Mine may not be as bad due to living in a city with 5g UW. My biggest issue is wifi devices keep disconnecting or cannot connect to wifi signal while others work just fine. I am guessing this is a firmware issue more than anything. Software version: 214322

[illinoisvzw]

@OtterD FWIW I live in a pretty densely populated area of Chicago that supposedly has UW, and there are two antennae just about 150 feet from my house.  I have the same firmware as you.  Whenever I check my device, it has zero connectivity but if I reboot, it will work (albeit slowly).   But then it drops after a while.

[vman10809]

@OtterD  If I only had a disconnect once or twice a week I would be sold lol.  I am on the same software and again last night right around the 5pm CST hour I started having the drops and extended disconnects even though the status light stayed solid. And this time even power cycling would not reestablish internet connectivity.  I really haven't had an issue with lan devices connecting via wifi, however you can go into admin and disable the auto band select, and assign separate 2.4gz and 5gz bands as sometimes I know older devices have problems connecting with the newer Wi-Fi 6  routers which these gateways are. 

[KH-OrnEsh]

For issues related to 5G Home, please refer to the 5G Home page on the Verizon Fios Community.