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Internet / TV / phone disconnecting at same time every day

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Peter001
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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
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Posts: 1,820
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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Cang_Household
Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,820
Registered: ‎09-06-2020

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

Message 2 of 9
(2,245 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.

Smith6612
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Posts: 7,664
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?

Peter001
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Registered: ‎09-04-2020

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

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16058920903672233080889288552630.jpg

Peter001
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Posts: 5
Registered: ‎09-04-2020

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

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

Peter001
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Registered: ‎09-04-2020

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

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20201120_121129.jpg

Peter001
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Registered: ‎09-04-2020

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

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Also fail is not lit.

Cang_Household
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Posts: 1,820
Registered: ‎09-06-2020

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

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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?

Mantoo
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Registered: ‎04-11-2021

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

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Happened to us too. They came to the house and changed the ONT, fiber optic wire, ports to which we were connected...but no dice for over 1 month. Finally, right when I was going to drop Verizon for another ISP, they reset the "main ONT" which exists somewhere not on our property and magically the problem was solved. 

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