Remote management issue with refurbished G1100

[c5bill]

I purchased a refurbished G1100 router to get away from my monthly rental fees. It works fine and contains current Verizon Fios firmware. I have no issues configuring it locally through the web interface.  The issue I do have is remote management from the MyFios app or from Verizon's web portal.  They both report that they cannot contact the router.  I have spent a few hours with CS on Twitter and chat and they are not able to fix the issue.  I did disclose that  this was a refurbished router and that did not seen to raise any red flags with CS.

Any thoughts how to get this issue fixed?

Thanks, Bill

[Edg1]

Sometimes the router may take some time to show up on the app. I have read giving it a hard reset for 15 seconds will get it to flow across all vz systems faster. 

[c5bill]

Thanks, I tried the 15 sec reset  when I was on with CS but it didn't help.  It does seem odd because I can manage my DVR remotely which seems to indicate that they (Verizon) can get through my router and see my DVR.

Bill

[Cang_Household · Accepted solution]

It could be the refurbished G1100 is still associated with some else's account. You might need to read the serial number to a representative and ask to check if the router serial number is under your account. If it is not, you can ask the representative to change the router under your account.