Internet and Wifi interruptions

[TL212]

I've been experiencing Wifi and internet interruptions on and off over the last two months. I always make the attempt to utilize troubleshooting measures via the app, website (if possible) or by telephone as a last resort.

After doing everything possible to resolve my issues before waiting to speak with a customer service representative I was advised that there was a system outage (the second over the last two or three weeks).

The representative informed me that in the future I could log into my Verizon account in order to troubleshoot any problems and know if a system outage has occurred .

I explained that I tried all of that already. I  had no internet access, no wifi couldn't log on and followed all troubleshooting measures suggested by the virtual assistant via the telephone without success.

Yet Verizon still sends an email telling me that my service has been restored (I knew that already) and again explaining how to troubleshoot my issues and find out if there is a system outage.

What are you not understanding Verizon?

Most of us try everything possible not to have to wait 40+minutes to speak with a customer service representative.

The service needs improvement, it's lacking consistency and reliability. Customers should receive credit for every minute that our service is off line.

• We all pay top dollar for cable, internet, wifi and phone service when many people are cutting the cord so to speak.  A little help in keeping customers satisfied is appreciated.

[smith6612]

We can troubleshoot the problem here. That's the beauty of these forums.

When you are seeing issues with the Internet, is it only affecting the Wi-Fi, or are the drop-outs also occurring for devices wired into the router?

Only reason I ask that is because the Verizon routers by default, are not necessarily configured out of the box to use a steady Wi-Fi Channel. Many devices don't handle the routers changing channels while they are actively connected to them. Or if they do, there is usually a momentary hiccup in connectivity as the radios change channels and re-synchronize. The routers can, and do change their channels on a regular basis when they believe there is high interference or congestion.

You can set the Wi-Fi channel by logging into the router at https://192.168.1.1/ using the Admin password printed on the side of the router. Then go to Wireless Settings. The channel selection should be right in the main settings, and you'll want to disable Auto Channel Scanning while you're in there setting the channels.

When a relative of mine had similar issues with their G1100 router, the first thing I did was help them with setting their router to use a Static 2.4Ghz and 5Ghz channel. For 2.4Ghz, I chose from channels 1, 6, and 11, selecting the one which was least occupied around the house. For 5Ghz, I chose any of the channels between 36 - 48, and 149-161. Other 5Ghz channels would work, but not all devices support the "DFS" channels which was true in my relative's case. Simply locking in stable channels in the wireless settings solved all of their disconnect issues.

My relative also had a third party wireless extender on their network, which would follow the channel Verizon's router would use. This would cause the router to think the extender was an interference source, and it would constantly change channels. Personally, I am not a fan of wireless extenders using Wi-Fi as a backhaul, and this is one of the reasons. However this isn't exclusive to Extenders. The same can be caused by Wi-Fi Direct devices (Rokus, HP Printers, Smart TVs, even smart lightbulbs).

The final thing I did for my relative was disable the "SON" feature. While helpful, because of the third party extender, SON was causing disconnect issues with any device connected to the Extender. SON can also cause disconnects because it uses a feature called "Band Steering" where it tries to convince your devices to use 5Ghz or 2.4Ghz, whatever it thinks is more efficient, by... in some cases... disconnecting them :). This would cause the extender to get booted off.

The other thing I did for my relative at the time, was move their Internet connection from using Coax between the ONT and router, to using Ethernet. When we did this, Verizon actually managed to drop their Internet bill and double the speed. We initially just called in to get Ethernet turned on, and the rep found a better solution - just order a package faster than 100Mbps that was cheaper. We did a "Self install" of the speed since I helped my relative pull CAT5e across the house from the ONT to their router.

[TL212]

So is the term "System Outage" made up?

[smith6612]

It's not made up. But I hear "System Outage" get used all the time when there is no system outage. Or used vaguely if there is an outage within 50 minutes. When the service goes out, check the ONT Status lights. NWRK and MGMT lights should both be lit if you have a Fiber signal coming in. If they're not, you've got an outage.

Verizon has been busy the last few months performing upgrades to the network. Increasing capacity, rolling out multi-Gigabit services, enabling IPv6 support, you name it. These are upgrades they have to do periodically, and if the outages are from upgrades, they need to be done. These upgrades however should only be done overnight (between 2AM to 6AM). Verizon may notify you about those changes, but they don't have to on residential.

[TL212]

Hi,

I guess I now understand why several of my neighbors have switched to Spectrum or cut the cable cord completely.

I hope everyone has a great 2023!