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Internet / TV / phone disconnecting at same time every day

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Peter001
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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Cang_Household
Gold Contributor II Gold Contributor II
Gold Contributor II
Posts: 775
Registered: ‎09-06-2020

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

Message 2 of 8
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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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Cang_Household
Gold Contributor II Gold Contributor II
Gold Contributor II
Posts: 775
Registered: ‎09-06-2020

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

Message 2 of 8
(690 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.

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Smith6612
Platinum Contributor III Platinum Contributor III
Platinum Contributor III
Posts: 7,556
Registered: ‎12-15-2010

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

Message 3 of 8
(642 Views)

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

Peter001
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 4 of 8
(370 Views)

16058920903672233080889288552630.jpg

Peter001
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 5 of 8
(368 Views)

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

Peter001
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 6 of 8
(366 Views)

20201120_121129.jpg

Peter001
Copper Contributor
Copper Contributor
Posts: 5
Registered: ‎09-04-2020

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

Message 7 of 8
(364 Views)

Also fail is not lit.

Cang_Household
Gold Contributor II Gold Contributor II
Gold Contributor II
Posts: 775
Registered: ‎09-06-2020

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

Message 8 of 8
(355 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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