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I began experiencing Fios issues a few weeks ago. My internet has been rock solid with virtually zero downtime for years. I have had 3 different techs out over the past 10 days with a 4th coming tomorrow. They have replaced the router, replaced the ONT, fixed fiber connection out at the street, and checked my connection from the ONT to the wall jack where I connect the router. I continue to have random drops of varying lengths.
Power cycling no longer seems to work.
I can connect the router directly to the ONT which does seem to restore the connection. From there I can switch back to my normal ethernet cable and the connection holds but not for more than 24 hours. From my reading on the forums my guess is this relates to a PON issue but phone support and the techs to my house have all been dismissive of that idea.
Im losing faith but if things dont improve I am going to have to be forced to cancel service as reliable internet is important
Solved! Go to Correct Answer
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Update on my post from January, 2023: I ended up removing the Verizon CAT5e cable, from the ONT to the router, and buying some CAT6 cable from Home Depot. Once I installed the CAT6 cable, it seemed to resolve my problems. My connection has been pretty solid ever since.
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I'm having the exact same issue. I've been using Fios internet since 2006. It's always been rock solid. A year or so ago, I upgraded to Gigabit Speed, and a new ONT was added to replace my old ONT, in support of the upgrade. I used my own router, plus a Motorola MoCa to ethernet adapter. Internet, TV and phone were rock solid - averaging 930 Megabit up/down speeds.
A month ago, one of my set top boxes died, and I was told that those old devices are no longer supported, but I will be upgraded to the new standard. I received all new set top boxes and a new CR1000A Router. Ever since I installed these devices, I lose my internet connection at least once per day, and my router does not reconnect unless I manually reboot it. This is unacceptable!
I believe the router is the problem, because the connection to the ONT/Internet is always there, when I reboot the router. I would love to go back to using my own router, but the new set top boxes require the verizon router. I may still try my own router and see if the connection issues persist. If not, we know that it's definitely a verizon problem.
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Did you get a fix to your problem. I have g3100 router. We have upgraded to the cr1000a and new extender. Our internet, wifi and hard wired, internet gets dropped everyday. Now it is happening 2x a day. Only fix is to reboot router.
well this week we got frustrated and swapped out the new cr1000a and put the g3100 back in and now internet is back to being rock solid. We are sending the cr1000a router back this week.
we also have the gig speed plan.
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For some reason I had to create a new sign on for the forum. Anyway 55hockey is me.
I resolved my problem with sending the new router back and hooked the g3100 back up.
running fine for a month or so
problems with these (upgrade) cr1000a routers from Verizon.
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Verizon downgraded my router to the G3100 model. The foreman said the CR1000A has known issues so he advised the technician to keep more G3100 routers on the truck. However, they don't have many of them per the person on their team who manages stock. The speed test was still under 500 mbps, 466 upload, 513 download, but hopefully, this router downgrade will resolve the dropped service issues.
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That didn't work. My hard-wired speed is as low as 259 mbps although we upgraded to 500 mbps on 12/11. Changing to the Verizon G3100 router didn't stop my internet from dropping. I have no idea what is going on. This is so frustrating. The one bright spot is the Time Warner wiring (Spectrum now) is already installed. The Verizon Fios wiring is under the molding. I sent the executive team at Verizon screenshots. They are probably going to send a 5th technician.
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I am going to try downgrading to 300 mbps since the Verizon equipment does not seem to support 500 mbps. I am nit sure which router works best for 300 mbps but I now have G3100, CR1000a and ASUS,
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I downgraded us to 300 Mbps. The reset by Verizon was instant. I have the G3100 router installed so hopefully, this will stop the daily dropped internet. During a dropped Teams call today, I presumed it was me but this time it was my boss who lost internet (not Verizon) and dialed in by phone.
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I'm so glad I found this thread. I was getting blamed for the drops after switching out our old router (also Verizon provided, forget the model, looks like a black shark fin). We changed our service around and were convinced to do Whole Home Internet (I think?) and got the Router and Extender. Since installing them all my IoT things (switches and bulbs and outlets) drop constantly. My wife and I both work from home and we're both dropped from Teams calls a few times a day. This is incredibly frustrating for the "upgrade" to our service that we were talked into taking.
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Hello there, to facilitate troubleshoot, could you go to your router's admin GUI and navigate to System Logs and Advanced Logs under the Monitoring tab on the left to see whether you see any logs indicative of Internet disconnection.
It seems when you have an Internet disconnection, the log will say WAN disconnection or Cloud test link failure, or something similar.
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I dug through the logs and don't see anything like that but I don't know what I'm looking at to be honest. I downloaded the files in text format. If you want I can send them to you. Some points of interest:
Line 20461: 2024 Feb 1 05:01:40 info arc_cloud: [CLOUD.6][ADV] upload GUI_kpi to S3 server.
Line 24985: 2024 Feb 1 05:51:26 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(28) Error.
Line 41731: 2024 Feb 1 09:34:41 info wifi_init: [WIFI.6][ADV]: send MUAP enable event to cloud
Line 41776: 2024 Feb 1 09:34:45 info arc_cloud: [CLOUD.6][ADV] ping WAN OK, then check cloud test link.
Line 42245: 2024 Feb 1 09:35:42 info arc_cloud: [CLOUD.6][ADV] ping WAN & cloud test link .. OK
Line 42246: 2024 Feb 1 09:35:42 info arc_cloud: [CLOUD.6][ADV] Internet Status(wan ping & cloud test link) OK
Line 42247: 2024 Feb 1 09:35:42 info arc_cloud: [CLOUD.6][ADV] m_tplg_master = 1
Line 42260: 2024 Feb 1 09:35:42 info arc_cloud: [CLOUD.6][ADV] upload GUI_kpi to S3 server.
Line 49487: 2024 Feb 1 10:44:24 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(56) Error.
Line 55105: 2024 Feb 1 11:47:31 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(28) Error.
Line 60778: 2024 Feb 1 12:51:57 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(28) Error.
Line 60825: 2024 Feb 1 12:52:20 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(28) Error.
Line 60862: 2024 Feb 1 12:52:41 err arc_cloud: [CLOUD.3][ADV] curl_easy_perform() failed:(52) Error.
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As you can see, the CLOUD.6 ADV messages are all OK. This would suggest the drop in connectivity is not on the fiber line side, but somewhere between the router itself and the downstream devices at your home.
I would need a WireShark capture of the network traffic when the network drops. I need to see whether there are any TCP ReTransmission or Resets.
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Tech number 4 came out on Monday. I was told to stop contacting support and that they would be my direct contact going forward. I was told that I would be contacted from the area supervisor but I was never called. The tech does not answer phone calls or texts and voicemail is full.
My internet this week has been rock solid but I am using a backup cat6 cable running from my ONT to the router. At this point its obvious the issue is with the cable and I will have an electrician run a new line from my ONT to the room where my router is. I am extremely disappointed with the customer service experience.
Do better Fios
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I've been having this same issue with the internet dropping multiple times a day for a month now, ever since we upgraded to 500 mbps speed on 12/11. My spouse said colleagues have complained about the same issue as well - periodic internet dropping while working from home. I have been using an ASUS router with zero problems for just under 2 years. Two Verizon technicians came out but those visits coincided with a wider outage so they didn't fix the underlying problem. Although they did install all new equipment (new ONT and new power). They left a CR1000A router that I did not connect at the time. The outage ended around 10 pm - so about 8 hours. I was told my internet being slow was probably related to that outage that happened days later as some kind of sign of a problem.
The issue persisted after we returned from Christmas and New Year's vacation. I was on the phone (and video) with a Verizon tech who was troubleshooting for over an hour. She said it was my third-party router so she could only recommend I call them. I did and changed my settings updated to the ASUS tech's suggestions. It didn't stop the dropped internet. I finally gave in and bought the Verizon CR1000A router and the same problem persist. This is unacceptable. I cannot believe this has been a known issue for over a year and Verizon hasn't made any changes.
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Update on my post from January, 2023: I ended up removing the Verizon CAT5e cable, from the ONT to the router, and buying some CAT6 cable from Home Depot. Once I installed the CAT6 cable, it seemed to resolve my problems. My connection has been pretty solid ever since.
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Interesting. Verizon supplied a CAT 6 cable for my router and I am still having the same dropped internet issues ever since the upgrade to 500 Mbps on 12/11/2023. It's supposedly configured out of the box but it's clear that some settings must be altered to get it to work properly despite having a CAT 6 cable already. The cable from the router to my desktop is CAT 5E so I will change that to CAT 6 today.
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Well, changing to CAT 6 ethernet cables didn't work. I am still getting dropped service. I have since learned that two neighbors are having the same dropped internet issues. One mentioned Verizon changing some of the router settings. The other said Verizon threatened to charge them if they come out and it's not the Verizon equipment causing dropped internet.
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The technician just left. We were getting speeds as low as 328 mbps so he changed out the router, again. The connection levels were not in the green on his phone. That did not work though. He reinstalled the old router and waited for a signal on his phone to change it. The new router was installed, again. He reset the new router a few times to make sure it was fully updated. After a third new router reset, we finally ended up getting speeds of 440 download and 531 upload. He tested the connection on his phone and it was finally all in the green levels. He said if I continue to have dropped service, then I will need an internal ticket because all my equipment is new.
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Those changes did not fix the problem. My 500 mbps internet is still dropping several times a day despite a new Verizon router, new ONT, new power, and new CAT 6 cables. Verizon has opened an internal ticket to determine what is happening with their systems. Neighbors have reported the same problem including one who switched to Spectrum after Verizon couldn't fix their dropped internet issues after over a month.
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Verizon scheduled yet another on-site visit for tomorrow. This will be the fourth technician who has come to try to figure out why our internet service has dropped multiple times per day ever since we upgraded to 500 Mbps on 12/11/2024.
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Are there any logs indicative of WAN disconnections in the router log?
The worst case scenario is to direct message me the S/N of your router and I would ask the engineering to take a look.
