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Support is a joke and a hassle and my 2 month problem is still ongoing.
Enthusiast - Level 1

  Ok, about two months ago, my router began booting all devices in the house off the network. It says on the iPhone, Ipad, macbook, PS3, and laptops that we ARE connected, but there is no internet available. Speed tests wont see out, the DSL and Internet lights are green. I can't even open the 192 router, despite being connected.

    -Making a note, around the same timeframe (hindsight now) , I had the Genie whole home dvr installed by DirecTV, which uses the router.. the only thing different in my house in years.

   Anyway, this problem began a few months ago. It's an easy fix, unplug the router, and plug back in.... everything is better.

But It's become annoying. Sometimes it's a few times a day, sometimes it's 3 or 4 days between. The PS3 boots you from online games, any online class you are taking needs to be restarted, projects based from an online server get lost..

I called support... they assured me the line is clean, no problems on their end, must be my router. They sent a new D-Link router about 6 weeks ago. Same problems. I have called at least a half dozen times to support, while the issue is going on,so they can look at it. The tell me to unplug the router... YES I tell them.. I KNOW THAT.. HOWEVER IF I DO THAT THE PROBLEM WILL BE FIXED AND YOU WILL NOT BE ABLE TO SEE ANYTHING WRONG. *ugh*

  I called again, last Sunday. I actually got an English speaking tech that was great. We went through several things. He was stumped, so we restarted the router and said he would put a monitor on my line for seven days. Just to keep an eye for anything odd. I said great, because it may not happen again for hours, or days.

Apparently, seven days means TWO. Some contractor with a wonderful broken English accent who I assume is halfway around the world calls my house on TUESDAY. I'm not home and my wife is clueless on the tech side... she tells him I'm not there. He proceeds to call my cell phone. I was on a business trip. He calls and asks me if its fixed. I said I had no idea. I'M NOT HOME. The he insists that it is, they had 'adjusted something at the CO and fixed my speed.'

   I told him it was supposed to be montiored for SEVEN DAYS. "Oh, no, it's fixed sir."

I get home today to find.. shocker.. NO INTERNET. And my daughter tells me she had to reset the router twice since Sunday while I was gone. 

I call tech support AGAIN... have to explain the whole problem AGAIN to 'Annie' (yea, right). Annie, of course wants me to go through the same things I have gone through EVERY DAMNNED CALL.. eventually going to the 'well sir can you unplug the router for 15 seconds and replug it back in."  NO ANNIE, I'M NOT DOING THAT... THE PROBLEM IS HAPPENING RIGHT NOW, AND IF I RESET THE ROUTER IT WILL GO AWAY AND YOU WON'T BE ABLE TO SEE ANYTHING. IS THERE NOTHING ELSE TO DO???????

     "Ok, lets set the router back to default settings." Jeeeeeezzus. NO. This is the second router. I've had both back to default and it fixed nothing. Then I get to re-enter passwords and rename and reset POP servers and blah blah blah. I hung up.

    Every single call, I have mentioned my Genie DVR. Not one of the techs ever had me check anything to do with it. It may be nothing, but it seems suspicious to me. Every call, I get the same damnned questions and solutions. Don't you people take and log case notes?  And how does one foreign contractor in a call center in Dehli (or wherever) have the ability to take down a 7 day monitor in two days?? I'm sure the ticket was flagged as delinquent or something.


    Regardless... I have the same problem that I had 2 months ago, and these confused tech support people with their printed-out, cookie cutter answer sheets are incapable or unable to walk through anything besides inital setup/unplug/reset. I'm **bleep** now, and if I had ay other option for internet, rest assured, I'd be gone.


I apologize for the lenght of this rant, but if I don't spout off now, I'll just keep calling tech support and getting more angry.

Re: Support is a joke and a hassle and my 2 month problem is still ongoing.
Khoros Partner
Khoros Partner

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top 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. Please keep all correspondence regarding your issue in the private support portal.

Re: Support is a joke and a hassle and my 2 month problem is still ongoing.
Customer Service Rep

Hello psutt,

Unfortunately due to non response we will close the private thread. If you still need assistance with your HSI or ever need help with anything else, let us know in a new public post.

Thank you,

Re: Support is a joke and a hassle and my 2 month problem is still ongoing.
Super User
Super User

So just to verify... since this all started happening around the time the DVR was connected to the network, have you tried disconnecting the DVR temporarily to see if this helps? Also, if the DVR is on Wi-FI, have you considered moving it to a wired connection to see if these problems also disappear?