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Internet / TV / phone disconnecting at same time every day

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Copper Contributor
Copper Contributor
Posts: 5
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 III
Silver Contributor III
Posts: 411
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 III
Silver Contributor III
Posts: 411
Registered: ‎09-06-2020

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

Message 2 of 8
(437 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

Message 3 of 8
(392 Views)

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

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 4 of 8
(120 Views)

16058920903672233080889288552630.jpg

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 5 of 8
(118 Views)

Mgmt blinking green, carrier blinking yellow, 1000 blinking green, data no light, nework solid green.

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

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20201120_121129.jpg

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Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 7 of 8
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Also fail is not lit.

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Silver Contributor III
Silver Contributor III
Posts: 411
Registered: ‎09-06-2020

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

Message 8 of 8
(105 Views)

When are you seeing these lights? When you reboot the ONT or when your Internet, TV, and Phone are out?

 

Is the router connected to the ONT using coax or ethernet?

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