Tech Solution: If tracert is blocked at verizon/verizon-gni servers and can't ping outside verizon.
williamjacobs
Enthusiast - Level 1

I saw no solution posted for this common problem and Verizon tech support appeared to have been clueless.

If you run a tracrt (trace route) to google.com

START > Run > enter: "cmd"

At command prompt enter:  "tracert google.com"

or another site, you may find that you get timeout error messages after about 4 stops along the way.

The 3rd and fourth stops will give you server names with "verizon" in their names.

This indicates your signal gets through to verizon but can go no father.

At least two things cause this, but no error message is produced:

1)  The firewall is causes odd behavior.  You can disable it in your modem's web page (at least on teh Westell 6100) by going to its web page, often at the ip address 192.168.1.1.  You can type this in a web browser   Oddly, Firefox worked much better than Internet Explorer.  Firewall configuration is under the configuration menu.  Shut it off to see if you find joy.

2)  If not, your Verizon account info may be incorrect.

Find the Connection Profile Configuration under the Configuration tab of the modem's web page just like in step 1 above.


Call verizon to verify account name is correct and reset password.

Enter this info in the connection profile of the modem and Save changes.
Power cycle the modem.  (Switch it off, or unplug it for 30 seconds.)


If this restores the connection,

Change the password Verizon changed it to on verizon.net’s web page.

Change the password on the modem's web page to match new password.  (You may have to power cycle the modem again, but maybe not.)

This took far too long to figure out. 

It would be nice if verizon intercepted unauthorized account traffic like this and sent an error page in response to all web traffic requests.  It shouldn't be hard to do and very inexpensive and it should make their customers happy, assuming that's one of their goals.