Disconnection Issues
geespinosa
Newbie

Hello.  Our internet has been dropping out quite a bit lately.  The TV portion of our service is fine, but too many times I've had to unplug/re-plug the router.  What do we need to do to get a replacement?

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Re: Disconnection Issues
prisaz
Legend

Contact Verizon directly. As this is a Peer to Peer support group. If the router connects long enough to get the guide data then disconnects, the TV may not see the issue, but it would be noticable on your internet service. They will try a router replacement first after performing diagnostics, and if they replace it, you may get a newer router.

They will suggest you try their In Home agent for diagnostics.

https://care.verizon.net/iha/IHAPC.aspx

If after replacing the router you still have issues, as a last resort they will probably replace your ONT. That is the large gray box mounted on or in your home. Some homes are different and have smaller equipment, but mostly that was in some appartments (MDUs). If they run diagnostics on the ONT and see issues, it may require a tech visit, and not a router change.

Contact Verizon.

http://www.verizon.com/support/residential/contact-us/index.htm

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Re: Disconnection Issues
TubeLugs
Enthusiast - Level 2

Just call Verizon, describe the problem, and request a new router. I did, got a replacement no problem, and they didn't even want the old one back.

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