My Internet connection has been going down several times per day for weeks now. Rebooting the router temporarily restores my connection, however it just goes down again a few hours later. My ONT has been replaced twice and my router once. Techs have been out to my residence and have confirmed that there's nothing wrong with the wiring.
I've talked to many different tech support reps on the phone and via the chat over the last few weeks, and they've run out of "helpful" advice. I'm tired of rebooting my router and unplugging my ONT. The problem is clearly upstream, but the elusive "network team" insists that the problem is with my hardware (which has been switched out multiple times).
Where do I go from here? I had consisent, uninterruped service for months, and now I can't seem to get any help other than "have you turned it off an on?"
Hi abarnett,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.
Start a new topic or ask questions in the open forum.
