We recently purchased Verizon Home 5G Plus which came with Verizon Cloud Unlimited for 5G Home Plus. However it seems the cloud plan got allocated to the line assigned to the home 5G hardware which we do not have any kind of account credentials for to log into, as such we have no way of actually using our Cloud Unlimited to allocate the other lines as users of it. I've tried emailing verizoncloud for support but am yet to hear back from them, so I figured I'd ask here, since 611 had told me to email verizoncloud support
I'm sorry you are having difficulties with the Verizon cloud. I recommend checking which lin is listed as the account owner online and logging in to Verizon cloud from there: https://www.verizon.com/onesearch/search?q=verion%20cloud&ES=support&src=wireless -Joe
Hi Joe, the issue is it was assigned to the line that is the home 5G router, we don't have credentials for that since it's not an actual line
We're sorry toread about the issue with your Cloud feature. We'll be sending a private note. ~Peter
Can you please provide the instrictions as i have the same issue
We want to make sure you're able to manage your Verizon Cloud you can manage the feature by following the steps in this FAQ: https://www.verizon.com/support/how-to-use-verizon-cloud/
~Jesse
HI,
Followed the instruction provided Verizon technical service. Does not work at all.
My setup:
Running latest iOS on iphone 13 Pro max and iPad 12.9 Por. MacOS on Mac mini M1
Verizon 5G Home internet + external router: Google Nest Wifi Pro
Did more research. Results shows that having external router causes Verizon Cloud to fail and error out. So Cloud apps simply will not allow a log-in on the MacOS and stuck on opening screen on iOS
There is a suggested work around is to reset WAN IP address by reseting DHCP. I have not tried it yet. Will need a bit of time to do this.
I think Verizon needs to rework Verizon Cloud Apps to make this combination to work.
We want to make sure we're able to help you find a solution to this issue. Just to be sure, you're not able to use your Verizon Cloud on any of your devices when your 5G Home is using an external router? Is this only when connected to the 5G Home or does it happen when you're not connected to Wi-Fi? For example, trying it to access it on your phone?
~Jesse
I was able to access cloud on iPhone w cellular data plan. Not able to do so with 5g home internet + external router.
i have not tried Verizon’s 5g home gateway internal router. Its not a good solution for me due to wifi signal strength issue.
i found the work around suggestion on this forum. Surprised that Verizon tech support is not aware of this issue
liupublic, thank you for the details. Can you please try using the 5G Home without using your own external router? We want to make sure that the issue isn't being caused by the use of the router itself.
~Jesse
Will test this week and report.
Thank you liupublic. We will be standing by. Have a great week!
~Ivone
Hi, tried to use internal router inside the Verizon gateway. Immediately able to use the Verizon cloud. So the problem is an issue w external router.
Thank you very much for the information. Unfortunately, we wouldn't be able to troubleshoot an external router since that's not equipment that we provided. Reaching out to the manufacturer is a good place to look for a solution if the issue with the router itself.
~Jesse
That’s not correct. It’s not an issue with external router. It’s an issue w log-in validation process.
Tried more troubleshooting. Sequence is the following. Utilize the gateway internal router and log in into Verizon cloud. Then switch wifi to external router. Cloud continue to function. I can close the app and restart w external router. Still ok.
so the issue is specific during the first log in processs. Somehow unable to validate login with external router.
Unfortunately, since the initial log in process is the one affected when using the external router, the problem is still interpreted to fall under that particular piece equipment. We would encourage you to reach out to Google for further support, as they can dig deeper and find a resolution on your behalf.
Hope this provided clarity.
~Gilbert
wow. Verizon cloud support sure is poor and limited. Can’t say I am surprised. I hope other Verizon 5g home internet user will find this work around useful.
anyway, I have now found a poor work around. Not the best solution.
Login to cloud using build in router. After login, switch to external router’s WiFi. Complete back up using external router WiFi.
I have to use this method because muliti desktops in my house can’t reach the Verizon gateway internal router. Gateway is located at one corner of the house with best 5G signal. Need a mesh network to have good wifi signal coverage for entire house.
Wow, also dealing with this issue!! I have google WiFi routers as well. My setup is Verizon Home 5G Plus plan in IP Passthrough Mode directly to my Google WiFi router (NAT Standard Mode). With 2 other Google WiFi points in Bridge Mode. Can not access Verizon Cloud while on Vz 5G WiFi. Fortunately I'm still in their 30 day trial period and still have AT&T 1Gb fiber so I have just been switching to that to access Vz Cloud.
I called Vz support and they were baffled. Had me do the basic ol' factory reset and even sent me a replacement 5G modem lol, same issue occurs. Unless Vz can get it together I may just stick with AT&T. I saw that they are blaming it on our Google WiFi router but this same issue does not happen when switching to AT&T. This needs to be escalated to an actual network engineer to see what exactly is blocking access. I should mention that my AT&T modem is also in IP Passthrough Mode
I have tried to escalate this previously and was told none of our business. Now I am looking for alternative broadband solutions. Unfortunately only have cox cable modem and a bit more expensive.
I have now given up using Verizon cloud storage. SW is just not very good.
We're sorry to read about the issue with logging into your Cloud account. Have you tried connecting directly to the 5G modem and accessing that way? If the issue is still present, what error does it give you? ~Peter
Hi,
‘I have explained the issue in the previous message. External router works perfectly ok during backup. The issue is during login. When using external router, it’s not possible to log-in. So the work around is to login using internal router (inside the 5g modem) then switch to external router to perform backup. In any case, this method is not acceptable to me.
Verizon tech support has refused to troubleshoot further claiming that it’s customer equipment issue.
My solution is to warn everyone about the issue and I will stop using the verizon cloud service.
Verizon cloud is basically not acceptable if you are planning to external router.
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