Internet / TV / phone disconnecting at same time every day

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Contributor
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Posts: 1
Registered: ‎09-04-2020

Internet / TV / phone disconnecting at same time every day

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Hello, yesterday around 2:30PM internet, tv, phone go out. Gateway router shows red globe, ONT box shows green light on “system”. Powered off both ONT and router same results. I did Verizon web-troubleshooting that did not help. Spent over an hour to get connected with “tech support” over chat who basically asked me to restart ont and router and had no other suggestions. This did not help. About 30 minutes later everything comes back, tv internet phone. Today about same time everything out again and about an hour later all back online. What can be causing this daily outage?

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Silver Contributor II
Silver Contributor II
Posts: 276
Registered: ‎09-06-2020

Re: Internet / TV / phone disconnecting at same time every day

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It seems like the problem has to be located above the router (that is ONT and incoming connection).

 

Since you mentioned "red globe," I am assuming you have Quantum Gateway G1100, am I right on this guessing? Red globe indicates faulty WAN connection. It needs to be traced to the ONT because the phone and TV signals are also demodulated by the ONT from the fiber. The incoming connection can be a problem also. But, we don't have control over the incoming fiber.

 

I also suggest you to check the router's System Log to see if there is any abnormalities. This can be accessed via the Gateway Web configuration interface.

 

If you have more questions, please ask.

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Silver Contributor II
Silver Contributor II
Posts: 276
Registered: ‎09-06-2020

Re: Internet / TV / phone disconnecting at same time every day

Message 2 of 3
(239 Views)

It seems like the problem has to be located above the router (that is ONT and incoming connection).

 

Since you mentioned "red globe," I am assuming you have Quantum Gateway G1100, am I right on this guessing? Red globe indicates faulty WAN connection. It needs to be traced to the ONT because the phone and TV signals are also demodulated by the ONT from the fiber. The incoming connection can be a problem also. But, we don't have control over the incoming fiber.

 

I also suggest you to check the router's System Log to see if there is any abnormalities. This can be accessed via the Gateway Web configuration interface.

 

If you have more questions, please ask.

View solution in original post

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Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,547
Registered: ‎12-15-2010

Re: Internet / TV / phone disconnecting at same time every day

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Your ONT only shows a "System" light lit green? Is FAIL lit, or are NWRK, MGMT, DATA all out?

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