Changes made 11/16/2021 firmware 214322?
@vzw_customer_support I activated 5G Home internet service 8 days ago and it worked wonderfully. Speeds of 350 MBps and life was good. Then last night it stopped working, all devices in my home lost internet, and it hasn't worked consistently since. Constantly drops me, and when it is connected, speed is 70 MBps at best. I have the ASK-NCQ1338 supposedly with latest firmware. I have had so many hours on the phone with VZW tech support and every one gives me a different story. Last night they told me there was a service outage in Chicago. This morning they told me that wasn't true, but that they were pushing out a software update to my device (the cube). That didn't happen either. Tonight I was on the phone with a nice lady for an hour, and she asked me a million questions, but also had no idea of the problem. Connectivity is so bad I had to switch to my old ISP to write this post because it dropped twice while I was writing! Luckily I kept them connected during the VZW one month free but at the end I ill be parting ways with VZW if they cannot fix this.
3/25/2022 had no connectivity via WIFI in morning, had to re-boot then wifi worked via ASK-NCQ1338. Investigation of settings confirmed a 1am firmware update. So far can not find any info on what the update did. As I am on 4G my seed is limited to 50 down and 5 up so it is good to hear that 5G is able to run at greater than 300. One thing I always do B4 contacting tech is get my ducks in a row. IE run speed test on my phones and iPads on cellular and also on the home ASK-NCQ1338 so that I can confirm issue is not at the tower. IE on cellular I will get 70-100 down and 10 to 50 up depending on how they have the tower set. Then I know if I am running on ASK-NCQ1338 below 50 that issue is with them and settings, as you can see they can limit speeds to what the contract says! IE for me it is 50 down and 5 up. One thing to watch on speed test is if it ramps up fast in first second then drops fast as a sign that something is clamping it IMO. Good luck with it, I had several weeks getting the bugs worked out with the contract speeds and months to get my network and smart home set up till it works under the network settings.
@circus-city @vzw_customer_support
Thanks for the helpful info. My device has no internet connectivity at all this morning, despite a reboot and a solid white light on the box. However, I am able to connect to the router through IE and Chrome. It still shows the old firmware. I think I may be making a visit to the VZW-owned corporate store pretty soon. I'll keep it a couple more weeks until my free trial expires just to see if VZW is able to make it work but I think I am done trying to talk to them on the phone. FYI I completely agree with you about having your ducks in a row when you call, although it doesn't seem to speed up the process. The rep will always tell me to reboot even if I just did it 5 minutes before calling them Oh well ....
When I *WAS* connected yesterday it behaved exactly as you said. It would go up to 100+ and then drop down to 70 or so. But last week it always stayed at 350 on every device I tested, except for one desktop PC which I think has an older wifi adapter in it.
Update: Still no internet connectivity. This morning the ASK-NCQ1338 router was flashing red, which means firmware update, but it is still showing the same firmware when I log into the router, so I guess the update failed. I was able to connect to the internet for about five minutes then it dropped again. Tried calling VZW using the "call me back" option -- they called me back at exactly the appointed time, and no one was on the line 🙂 So basically I'm officially giving up.
Soft blinking red means firmware error. Have you tried doing a factory reset on the unit. If not try that want hurt. Use a paper clip to push the button in the little hole.
@data5258 thanks. I've done factory reset twice (with the paper clip in the hole). It hasn't fixed the problem.
We know it's important to get your device working. We want to look into this, illinoisvzw. Please send us a Private Note.
*Rebecca
Thank you for all the useful details. Staying connected with reliable service is important nowadays. We do have a specific group that handles 5G Home service, and they are only available via phone for support. I see that you have already contacted support via hone, and am sorry that you are still experiencing the same issue.
Do you have any other services on the same account that you also need assistance with?
-Gina
@vzw_customer_support Gina, as I said, my experience with your phone customer service has so far not resolved the problem so I was hoping someone on here might be able to help. When I call you, it typically takes about 10 minutes on hold to reach live person, then another 10 minutes before they realize they cannot solve the problem, then another 10 minutes on hold to reach the "Level 2" customer support, so each time I call you I spend 30 minutes just getting to the right person. THEN -- I often talk to them for an hour or more, and they just keep telling me the same things (mostly factory reset of the router) which don't work, as they admit, because they can see from their side that there is a problem. Then they open a ticket, and that's the last I hear of it. So not a good experience so far.
Oh, no! We value your time and want to help you effectively. Please send us a Private Note to better assist you. ~Gilbert
Thank you Gilbert. I've private messaged @vzw_customer_support several times and every time that I do, they tell me that your office cannot help me because this is a 5G Home issue, and they tell me to call a special phone number for 5G Home support. I have called several times, and I think i have an open ticket, but six days later, my internet still doesn't work -- bottom line.
So update: I called VZW about my week-old tech support ticket since the problem persists. They told me they have had a large number of complaints about this service and that their tech support / network engineering group is way backed up on trying to resolve these issues.
FYI - shortly after getting my LTE Home Internet Gateway, I had to replace it three times due to various issues. The one I was finally sent, which was supposed to be new not refurbished but was still refurbished, actually has been working fine for about 4 months now (knock on a plastic cube). I had to fight pretty hard for each replacement to prove it was the gateway device at fault and not my service. I am in a challenging service area, but I could prove by multiple apps on my phone that I consistently had good enough cell coverage in the exact location of the gareway to get the advertised 50/5 bandwidth.
Of course, I've had a couple outages, but most likely do to a tower / service issue. The last technician I spoke with instructed me to be sure to disable caller ID when I call in for tech support and then enter only the LTE gateway's phone number since I also have Verizon cell service, so it routed me every time to a normal cell service troubleshooting queue which of course was totally useless and waste of hours on the phone before getting routed to anyone who could speak home internet.
Good luck!
@ZooRat I'm on my second cube (clearly refurbished). it has pretty much the same problems as the first. In fact, when i told VZW it wasn't any better, they told me to just send back the second one. I guess it's possible I've had two bad ones but the fact that my service worked great for a week before it stopped makes me think maybe it's not the cube, but a tower or network issue.
I want to ensure you get the support you need ASAP, illinoisvzw. I am here for support and happy to help ensure your home internet is working as expected at all times. Please send us a Private Note for assistance and to get started!
*Cheyenne
Thank you for your response Cheyenne. Every time I PM someone from @vzw_customer_support they tell me that your office does not support 5G Home internet. Also, I have a ticket in now that is 8 days old with so far no contact or resolution from VZW. I called the other day and they told me that they have had so many technical complaints about the new service that they are way backed up on addressing the tickets so I don't know when or if my issue will be resolved.
Hello illinoisvzw,
We are here to help, and we know how important it is for your ticket to be resolved. Please reply to our Private Note, where we can gather the details needed to check on your ticket.
-Michelle
circus-city What version of firmware you on now?
We always want you to have excellent internet service. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.*Melissa
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