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?

[KrutschCom]

---

@KrutschCom wrote:

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.

---

I've had 5 of these today, right around Noon central time. This is getting worse. We are on Zoom meetings all day, which is a problem. These outages do not corollate with our own usage patterns - in other words, doesn't matter if we are on Zoom calls or not.

I think this was an experiment that I will call a failure. Which is too bad because when it works, it is blazing fast. The Wi-Fi 6 in the box has amazing coverage.

Back to Comcast, I suppose.

[vman10809]

@KrutschCom 

Agreed, I had another hour long conversation with Verizon support again, and the ticket was still open at the time. This is not an issue with usage patterns, as Saturday it literally became to where I reconnected Spectrum and haven't used the Verizon gateway since. The Verizon tech did say that I am on C-Band and it "could" be traffic related although he was hard pressed to see how that would cause it to drop completely. He also didn't understand why the white status light stayed solid throughout the time of devices saying "no internet".  To his credit he was extremely knowledgeable so I'm thinking at the end of the day unless they come out with a firmware fix soon, this may simply be a not ready for prime time situation. Because when it works, its fantastic, but as it is now, it is nowhere what I would consider reliable enough to trust with working from home and daily use. 

[vman10809]

Update.....  So after living with this two weeks now, I have opened a trouble ticket so we will see what happens.  I am convinced after observing, the gateway literally becomes unusable between 5pm and roughly 7pmCST, and this issue is related to the evening uptick in cellular traffic that knocks it offline completely. I went literally an entire weekend and it was flawless. It stayed solid all the way through until Monday and right around the 5pm hour, constant drops and reconnects every few minutes until around 7 or 8pm when it becomes stable again with no more drops, and its repeated this behavior every day this week. 

[FlyingSpamo]

I am also having this issue. I have not yet opened a ticket but plan to soon.

For us, however, the issues did not start until Mon Mar 14 2022. We started 5G Home Internet service on Feb 19 2022 and everything had been very stable. Only starting Mar 14 are we now experiencing the disconnections same as what is being described in this thread with the same symptoms: router history log saying "Router: PublicInternetAccess: Try to connect OUD 5 times, but failed" with every disconnection, the disconnection only lasting 1-1.5 minutes, and the router light staying solid white throughout. Mon it happened 17 times, Tue it happened 24 times (plus 2 additional longer periods (30-45 minutes) of disconnection), and 12 times so far today (Wed).  Various times of the day and not related to our level of usage.

Our router firmware is 5.33.117.1 with the update being on Feb 20 2022 (i.e., the "Last system update" date).

I am wondering what changed/happened just this week to cause these issues now. I am in the Chicago area, in case this ends up being regional differences.

[vman10809]

From what I have been able to determine the "OUD" in the router logs refers to Oracle Unified Directory, and these errors appear to be authentication related.  It is happening with the window installed devices as well as the inside "cube" devices based on the firmware versions attributed to each version of gateway. I opened a ticket over a week ago now, and still haven't heard anything back from Verizon support about the status. 

[LTBinOhio]

So after posting here back in late February, countless calls/hours on the phone with tech support, and waiting for weeks to hear back from the network team who I finally called and told me they fixed it (hmmm... no), I decided to do some diagnostic work of my own. I hard wired the 5G cube to my laptop with an ethernet cable and guess what? I've gone from losing internet Multiple times a day to maybe once or twice a week. So this confirmed my suspicion that the "Network" is fine. (my light never turns red until I physically disconnect/reconnect cell through the router). I believe there is an issue with these router cubes dropping internet to connected devices. Note that my wireless devices never disconnect from the cube/router... they just lose internet service. Hopefully someone from Verizon is reading these and has influence to do something about it.. I think those cubes are basically cr@p. I'm considering calling tech support to give them this info but doubt it will go anywhere.

[Loki86]

Who knows tho. I never tried the hardwire connection but all the sudden I'm not dropping internet. Probably am and just not noticing. But I can make it through a TV show now without multiple "sorry we can't play this right now" disruptions. And I'm using the internet all day for work and all the sudden haven't had problems. But still feels very day to day. Haha

[vman10809]

I've been hardwired from the start, using two switches and wireless and tried every combination, disconnected devices one at a time rinse and repeat troubleshooting and nothing has mattered in terms of the disconnects. I am with @LTBinOhio  that the issue appears to be the gateways themselves, although I have seen where the window mounted are having the same issues, which leads me to believe it is software related with either version of gateway, but same symptoms, connection to the Verizon 5G network appears fine, but all devices connected to the gateway itself just lose internet service for no apparent reason.  And sometimes its momentarily, sometimes requires a power cycle to reconnect. 

[illinoisvzw]

I'm having the same issue.  I got the white cube on March 17, had awesome internet for about a week (350 MBPs +) and then last night it just disconnected.  Since then it's been sketchy on and off, and when it does work, speeds are much slower (70 - ish).    I've logged over 3 hours on the phone with tech support.  One said there was an outage, another said that they were pushing out a software upgrade (the firmware in my device is 214322) and another said she couldn't figure out why I had the problem. So here I am trying to decide whether to give up and go back to my former ISP when the one month free trial ends.    

[illinoisvzw]

@FlyingSpamo I'm in Chicago too in Lakeview.  Have very strong signal but very intermittent coverage and now speeds are slower (when it's not completely offline).  How do I access the router history logs?  My device is ASK-NCQ1338  Firmware is 314322

[KrutschCom]

Log into your Verizon 5G Router, go to System Settings, then History Log. In the dropdown, select Local Configuration and look for these lines (shown below).

Everyone is an outage. I am hardly using the system today, yet I've been knocked offline 3 times since 3AM (I wasn't even here).

No one at Verizon seems to know about or care about this issue.

Mar 26, 2022	13:30:45	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 26, 2022	10:15:47	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 26, 2022	03:37:12	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 25, 2022	20:43:12	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 25, 2022	14:49:27	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 25, 2022	12:34:02	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 25, 2022	05:52:00	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 25, 2022	04:29:13	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

[Loki86]

Here's my log. The constant disconnects have seemed to be resolved. The disconnects shown on the 18th were pretty much a daily thing for a month. And then turned to about once a day or so. Firmware hasn't been updated since Feb 16th. So now I'm not totally sure it was the firmware. But life has gotten better this week without constantly worrying about if I can make it through a single TV show without losing service. Might just be a wait it out thing or Verizon tinkering with stuff on their end that's helping. Idk. 

Mar 25, 2022 04:06:42 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 23, 2022 02:11:08 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 22, 2022 06:26:40 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 21, 2022 15:18:00 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 23:41:14 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 23:11:43 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 05:18:49 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 02:08:11 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 00:21:16 Router: 03/18/2022 @ 00:21AM PDT Remote Initiated Reboot by MTBR

Mar 18, 2022 00:21:13 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 00:17:46 Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

Mar 18, 2022 00:15:38 Router: PublicInternetAccess: Try to connect OUD 5 times

[vman10809]

So I haven't used the Verizon 5g at all for the past week, and going to try it tonight Sat thru tomorrow and see what happens although I don't hold out hope because its already disconnected once literally 3mins after I reconnected to it, and required a power cycle as its been on the whole time just not in use.  I am not able to access the logs @KrutschCom , do you have the cube gateway or the window mount as I believe the admin gui's are different. I have the cube and there is no "system settings" option that I can find.  I will update again after the weekend if it starts working correctly or I hear back from Verizon but not holding my breath. 

[illinoisvzw]

@vman10809 I spent another 50 minutes on the phone today with VZW tech support.  Bottom line -- they have no idea what's causing this, but my device (the white cube, not the window-mounted) behaves similarly to yours.   It connects for a few minutes, then disconnects, then I reset, then repeat.  So I've given up on it for now.  They are sending me a new device but given the experience of others on here I am guessing that isn't the problem, although I will try it.  I haven't really used it all today because it just doesn't work.  It has a solid white light but no connectivity.  On the upside, it makes a lovely contemporary decorative accent piece in my home. 🙂  @vzw_customer_support 

[vman10809]

@illinoisvzw  Yes indeed it is indeed a handsome modern cube if it would just work!!  Been there done that, I was sent another cube, which I suspect was refurbished or a return because it was shipped literally in a shipping box with just the cube with some bubble pack around it, not in a brand new box like the first one.  Anyway with cautious hopes I set it up and it worked for awhile and then started the same disconnect behavior as the first one, solid white light but all devices had no internet connectivity.  I have to believe the issue is either the gateways themselves or a software or provisioning issue because it simply makes no sense the white light stays solid if it indeed has no connectivity.   Since I reconnected it tonight it has been stable, and I suspect it will be throughout the night until cellular traffic gets heavier tomorrow late afternoon which has been the usual pattern and into the evenings rendering it unusable. @vzw_customer_support 

[KrutschCom]

I have the window mount box, so your admin pages might differ.

.@vzw_customer_support here are my two outages, already this morning.

Mar 28, 2022	09:39:39	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed
Mar 28, 2022	08:38:22	Router: PublicInternetAccess: Try to connect OUD 5 times, but failed

[illinoisvzw]

Couple of things here, since misery loves company:   I've always tagged @vzw_customer_support but they messaged me privately and said that no one at VZW who reads this board is able to resolve 5G issues.  They told me to call a phone number for that, 800-922-0204.  When I call that number, I typically wait on hold 10 minutes to reach a live person, another 10 minutes for them to realize that they can't solve my problem, and then another 10 minutes waiting for the second live person, so I am 30 minutes just to get to "Level 2" tech support.   My device -- the cube,  not the window mount -- works very sporadically.  Although the white light is always on solid, it often does not have any internet connectivity, and when it does, speeds are about 25% of what they were when I first got the box.  So odd because for the first week it worked extremely well (350 MBps) and never disconnected.  But then exactly one week after I got it, it disconnected four times in 30 minutes and has never worked consistently since.  I supposedly have a ticket open which they said would take 5 - 10 days to resolve which will eat up the rest of my free trial month.   I think I agree with another poster that there are just too many bugs in this technology and VZW hasn't figured out how to make it work.

[KH-OrnEsh]

While a Verizon employee may occasionally post here, this community is meant mainly for peer-to-peer support. If you need to talk to a Verizon representative, you should contact customer service directly.  

[illinoisvzw]

VZW sent me a new 5G modem today (the cube) and it performed even worse than the original one.  The customer service rep could see that it wasn't connecting so he told me to return the new one and keep the old one.  My wifi service is sporadic and when it does work I'm only getting about 70 MBPs instead of the 250 - 350 that I should be getting.  So I will wait one more day to see if they do anything on my service ticket, and then just cancel.    This whole thing has been just a huge waste of time and very disappointing.  VZW customer service reps seem to care, but there's just nothing they can do except take down the information and hope that someone else fixes it, which so far hasn't happened.

[Loki86]

So I dont know if this will help at all and I have the big window mount 5g box not the cube. But with mine I know the difference between a strong connection and bad or zero connection can be the difference in a centimeter of how the receiver is positioned. And theres only ONE spot on my window its attached to that i can even pull a signal from. it is TESTY! Also if you have newer windows especially energy efficient ones they are coated or have a film on them that heavily degrades 5g signal. Have you tried testing the signal with a window open? I really wish they would have a weather proof extender you could string outside on the window. 

Outside of that I think its just wait and see. My problems seemed to resolve themself the last week or so. I get one or two drops a day if that and usually it goes unnoticed. had to look at my disconnection logs to even see i had been getting kicked off. But I do get kicked down to 4g LTE with slower service here and there. And I think ultimately that's where the problems have been for everyone. The boxes connect to both 5g and 4g towers to back up the 5g connection and allow you to fall back on 4g if needed. But i think when it switches between the two is where the service drops take place. I think this whole technology is just too new for it to be flawless at this point but I would still wager within the next year its going to be a stellar service.

[illinoisvzw]

@Loki86 thanks for your help.  I have the cube, and not the "on the window" cereal-box shaped rectangular device that I think you have.    Unfortunately the firmware in my device does not allow me to see the logs so I don't know how often it disconnects, but I do know that I randomly try to connect to it during the day, and I see that about half the time it has zero internet connectivity.  When it does work, the speeds are at about 70Mb which the VZW tech support told me means that it's hitting 4G and not 5G.  There are two 5G antennae that are probably 200 feet from my house.  I haven't moved the cube since I got it, and before it stopped working, I found that if I set it up in the front of my house, I got speeds of 350 MB and in the back of my house, I got speeds of about 250MB (still plenty fast for my needs).  I agree with you that I hope that one day VZW gets this to work, and maybe I'll try again in six months or a year, but right now, they don't seem to have figured it out.