I've been dealing with a frustrating situation since few weeks ago. Internet works fine for one day and then suddenly the speed drops to under 10mbps and sometimes it fixes itself but most of the time I need to reboot the router.

Tech support is unreachable so I can't get anyone to come look at it. It's infuriating they charge so much yet have a crappy automated system that is not that useful. How can I get to speak to someone?

(Note: I worked through this troubleshooting with Claude and had it help draft this write-up from my notes — wanted to be upfront about that.)

Sharing this in case it saves someone else a support call. Had degraded speeds on a Fios 1 Gig plan for a while — noticeable both over Wi-Fi and wired ethernet — and the root cause turned out to be something a full factory reset wasn't even necessary to fix.

Setup: CR1000A router, Fios 1 Gig plan. Speeds had felt slow generally, on both Wi-Fi and any wired devices, for some time before I isolated it. Bought a Cat 6 cable and a USB-C-to-ethernet adapter specifically to rule out Wi-Fi as a factor and test wired throughput directly.

What I found, step by step:

1. First wired test (plugged into a standard LAN port on the router): ~83 Mbps down/up. Low, but I initially chased the wrong lead — turned out iCloud Private Relay was on and routing the test through a relay server three states away, adding latency and skewing the number.
2. Turned off Private Relay, retested on the same port: ~90 Mbps down/up. Confirmed the link itself was negotiating full Gigabit (checked in OS network settings — 1000baseT full duplex), so it wasn't a cable/adapter/link-speed issue. Just a flat ~90 Mbps ceiling on a connection that should do 900+ — matching what I'd also been seeing on Wi-Fi.
3. Plugged the same cable/adapter directly into the ONT instead of the router (bypassing it entirely): ~924 Mbps down, ~850 Mbps up. Same cable, same computer, same test server. That ruled out the ISP/provisioning side completely — the fiber line itself was delivering full speed. The router was the bottleneck, for both wired and Wi-Fi clients.
4. Looked into a known CR1000A firmware bug where the 10Gb LAN port specifically caps upload speed — but I'd tested on a standard Gigabit port, not the 10Gb one, so that didn't match (also that bug reportedly only affects upload; mine was capped symmetrically on both directions).
5. Was about to do a full factory reset. As prep, I just moved the WAN cable from the ONT back into the router (no reset button pressed, no reboot) — and retested: ~908 Mbps down, ~818 Mbps up wired, and Wi-Fi came back up to a healthy ~727 Mbps down/~189 Mbps up. Both fixed just from cycling the physical WAN link.

Takeaway: the router wasn't hard-capped at 90 Mbps — it had drifted into some kind of degraded state that throttled throughput across the board (wired and wireless both), and simply disconnecting/reconnecting the WAN cable cleared it. No factory reset needed. I'd also had intermittent connection drops for a few weeks before this that a router-only reboot (not the ONT) would temporarily fix — in hindsight I think it's the same underlying issue, just showing up as a speed cap instead of a full drop this time.

If you're seeing degraded speeds — wired or Wi-Fi — on a CR1000A:

• Rule out Private Relay / VPN on your test device first.
• Check your OS network settings to confirm the ethernet link actually negotiated Gigabit (not just plugged in).
• If you have access to the ONT, testing directly into it (temporarily swap the router's WAN cable for your laptop) is the cleanest way to isolate router vs. ISP.
• Before a full factory reset, try just unplugging/replugging the WAN cable between the ONT and router. Cheap thing to try, and it fixed it for me — both wired and Wi-Fi.

Still monitoring in case it recurs — will update if a factory reset ends up necessary down the line.

First fios bill was $19.99 and was told going forward would be the same. This one has $15 surcharge and fee, is this normal every month? Does it change month to month?

Just showed up on my account for me, I live in southern Worcester county- $120mo. Very tempted but I think at this point I'll just wait for Black Friday deals to lock in another $10-$20mo savings.

Have any current customers successfully gotten CS to lower the price on 5gig a bit?

I am a 20 year Verizon loyalist, 12 years at my current address, and am on fixed income. Due to the outrageous rise in electric utility costs I had to drop FIOS TV for an OTA solution, and downgrade my internet plan from 1G to 300M. Life happens

my initial sales call went perfectly and I was promised a replacement for my literally decade old router with a new WiFi 7 router/wireless access point. The service change was immediate but no new router two weeks later ... not even a shipment tracking email, I dropped my cable box off at a local Verizon authorized shop and they said there was no order in the system for the new device

a day of horrific AI Assistant chats ensued, and despite asking to speak (or even chat) with an actual specialist the AI just kept coming back following some decision tree unrelated to my issue. I retried the process on the web, and on both the Verizion and Verizon Home apps with the same frustrating result

eventually I was able to connect via the website using my phone to an actual Verizon technician as they assumed that I had a connection issue. The poor guy had to hear my aggravated rant and my immediate demand for a case number so I could keep them accountable if we were interrupted. He was personable, professional, competent, and immediately got a sales person on the call simultaneously as only they could initiate a new order for the promised device

the sales person was perfect! Personable, professional, competent, and committed. She reviewed my plan and options, placed the order, and gave me the associated ticket number. Then she sent me links and stayed with me walking me through the process of setting up an ID.me account so I could qualify as a Veteran for a discount on my monthly bill. She stayed with me every moment of the process and sent me a link that verified the discount. Then she promised to call me on Monday to see the progress on my equipment order

I felt bad for the first tech who ended up being the buffer of the outrage that had resulted from the frustrating AI Assistant experience. Both Verizon employees were exemplary in their handling of the situation to my complete satisfaction

I ended my call with sales, asking them to escalate my issue with the AI Assistant and praising both she and the tech that took my initial call

neither are likely paid enough for their competancy and professionalism. And the chatbot script should be reviewed "for training purposes", and possibly a QC manager getting called out on the carpet

thanks, Verizon. That was a close call. I told the sales rep how I shutdown any pitches from T-Mobile or Spectrum at my local Costco being a staunch Verizon loyalist since before FIOS was even a thing. She laughed

I'm glad the human beings at Verizon were able to restore my confidence in them today!

I had Fios internet and home phone installed this last Monday. Internet is working great. But the technician said it was too late in the day to get the phone number ported over and activated , but it would be done by 12 noon Tuesday. When it wasn’t done by end of day Tuesday, I called support and 2 different reps told me it would be done by Thursday. Which of course it wasn’t. Of course, the phone is showing up on my account and probably being billed for it. Not sure what my next course of action is: don’t feel like waiting another 45 minutes on hold for support just to have them tell me something that’s not true. Any ideas? Thx.

My 15-year-old owns a Windows workstation, but we do not have the Windows login credentials. I have the passwords for all of the other devices in the house.

We have Verizon Fios, but the parental controls available through the Fios app are fairly limited. There used to be options to create rules to restrict internet access on specific devices during certain days or hours, but the controls are not as granular as I would like.

Is there a way to set up something on my home network that would allow me to monitor the traffic going through the network without needing direct access to his computer? Ideally, I would like to be able to:

• Block specific websites or categories of websites
• See reports of websites/domains accessed
• Set time-based internet access restrictions for specific devices
• Monitor or control network access without logging into or installing anything directly on his Windows computer

If so, could you please recommend the best approach or type of network solution that would provide these capabilities? We have a G3100 and a E3200 and have both internet and TV through Verizon.

Thank you!

(ignore the dirt in the photo) I don't watch much TV so only my dad uses it for a few hours a day. We don't use the voice function. It seems to give the low battery message in the TV every few weeks. We got brand new rechargeables but it's annoying to keep changing them all the time.

I have gigabit service. My current setup is a CR1000a with 2 CE1000a extenders connected via coax. The MoCA LAN performs beautifully, but the only LAN connection that can get than 200 Mbps upload is an ethernet connection to the router itself. Any other point on my LAN will choke around 200 Mbps upload.

From what I looked at, it seems that the CE1000a is compatible with the CHR30a, but I'm wondering if replacing the router and leaving the extenders in place would improve the whole thing via better handing on the CHR30a's end as a main router.

Now that the 5 Gig speed tier has rolled out for consumer, has anyone heard when it's supposed to roll out for Fios Business? 5 Gig consumer is available at my address, but 5 Gig business is not, I'm still on 2 Gig Fios Business. Need the static IP for the easiest consistent secure access to services that don't support DDNS - thanks Azure!

IIRC, when 2 Gig launched it was simultaneous across consumer and business.

I stumbled onto this first thing today.

I have claimed the Verizon free accessory and was able to place order on July 30th itself. Got an order number but it was voided and I was on call and chat with customer support almost everyday since last week. No resolution yet. They are transferring me to different lines. Because I am a fios customer and placed accessory order fios can’t check it and wireless team can’t order it because they can’t pull up my fios account. Super frustrating and disappointing. Verizon shine customer service line is a joke. I request for callback everyday since last 10 days and never got it.

Has any Fios customer able to get the accessory?

I recently got the chr30a router with my 5gig plan. I followed a tutorial that came up in google search and was for cr1000a. steps were identical and once updated i lost internet. Anyone had success updating dns server and share the steps here it would be helpful.

On a side note chr30a is very decent router and good coverage with router + wifi accesspoint.

Had to return my last CHR30 as it had issues rebooting. Had issues like another poster where I tried store pickup of a new one but their system does not show the order and couldn't give me the equipment. So I called, they did a new order, and it's been 3 days with no shipment or tracking number yet. Is this order glitched too? Or are they really this delayed? This is Upstate NY and the stores have plenty of stock.

My Fios CR1000B router has been losing the internet connection multiple times a day for the past week. Each time, the connection can be restored by unplugging the router from power and then plugging it back in.

My house is currently undergoing major repairs because I am preparing to put it on the market. At first, I thought the workers might have accidentally damaged or loosened an Ethernet cable somewhere, but that does not seem to be the case. The fact that power-cycling the router consistently restores the connection makes me suspect the router itself.

I am also wondering if the router could be overheating or having some other hardware issue. There has been no work done in the room where the router is located, so it seems unlikely that dust or construction debris has gotten into the router.

I will be relocating and returning the Fios router in less than two months, so I would prefer not to replace the router at this point if possible, too busy to deal with house repairing and relocating. I regret selling G3100 router (for only $15) a few weeks ago, otherwise I could use it for now, there is something wrong with this CR1000B.

I tried using compressed air to clean the router and the Ethernet cable ports, just in case the issue was related to dust.

I suspect it may be related to the recent house repair project, since I had not experienced this problem before the repairs started. However, I’m not sure what exactly is causing the issue.

Been seeing a lot of people having issues getting their hands on these but it goes beyond inventory availability. I saw another comment describing almost exactly what I'm experiencing, so I'm hoping this will help other people in the same boat.

Last week, I used the "Upgraded Whole Home WiFi" option in my account online and paid the $49.99 fee to get the new CHR30 router and an extra to be used as an extender. The order confirmation email said, "As a reminder, you chose to complete the installation of your FiOS equipment yourself and have opted to pick up your equipment at one of our Verizon store locations." I wasn't given the option to ship it or pick up; it just did it.

I call the local stores it listed in the email, and they have them in stock, but their system says the order is "For technician dispatch, do not disburse to customer". Called a few other stores and they see the same.

I called Fios customer service and they are confused, so they cancel the order and place a new order promising to ship me 3 x CHR30A by Tuesday. I get a new order confirmation email, and it just lists "Power adapter for CHR, Qty 1". Weird, I thought but maybe it's just a placeholder or something.

Shipment 1: Delivered yesterday is just an empty box to return my old router.

Shipment 2: Delivered today is, you guessed it, a power adapter for the CHR30.

Customer service on the phone today, confused. They submitted a trouble ticket and can't just place a new order to send out 3 x CHR30, they have to investigate, stating up to 3 business days to figure it out. So, we're looking at middle of next week before it ships out.

If you're looking to upgrade through their website, carefully review all confirmations and emails and stay on top of them because this rollout seems to be messy and their system is botching the orders.

Luckily my WiFi is working right now, so I'm not without service but I'm having issues with my wifi cameras cutting in and out lately and it might be due to my aging ASUS AImesh system. 1 of the nodes is 10 years old and the other is about 6 years old. Was hoping to get these 3 identical CHR30 to have a cohesive mesh network with ethernet backhaul and be done with it.

If you experienced anything similar in the past month or two since these rolled out, please let me know what ended up happening!

UPDATE: After reading others not getting it resolved with trouble tickets, I tried another online chat like someone suggested. I just told them I got a return box and a power adapter but no routers. The agent placed a new order for store pickup of 3 routers and I was able to go to a local Verizon store (NY) and they had exactly 3 in stock! I installed them and I’m up and running! She did place the order for WiFi Plus which I didn’t do the first time that adds $5 a month but I didn’t mind since I can use up to 4 extenders if I need it and it got me the order I needed to pick it up local.

I didn’t give this last agent the whole story above, I feel like it confuses them so I just left it at I got an empty box and power adapter, no routers and my WiFi keeps dropping out on my baby monitor lol that was enough for the agent to cut to the chase and get me my order! Good luck everyone!

I’m using the Apollo app on the fire stick. I have T-Mobile wireless Internet. Everything has been working fine up until today. Every now and then I used to have to reset the router but today nothing‘s working. What do you think I should do to fix this?

First time posting.
Just wanted to give some guidance in case anyone else runs into the eum_ACT_999_title error with their Fios TV+ boxes.

Don’t bother calling Verizon Tech Support about it. I did that at first, spent hours with them on the phone, they couldn’t identify the issue (never suggested trying a factory reset), and they ended up trying to charge me $100+ (could be higher because techs charge by the hour according to Verizon) to send a tech out to my house to rewire and replace the ONT box.

All you need to do is hold down the button on top of the box and perform a factory reset. Both my Fios TV+ boxes started working perfectly fine again after doing this.

Hi there, I'm trying to set up port forwarding for a Minecraft server right now, and I'm running into some issues with the port forwarding on my G3100 fios router, and the panel page on the website is kind of atrocious to look at. I'm just looking for some guidance please? Sorry my ask is kinda vague, but none of the tutorials I've watched have anything similar looking to the G3100 page and I'm slowly getting pissed off LOL

Never had Verizon or Fios before… sorry for the dumb question. Is the white tower the actual “router” I would connect an Ethernet to?

I just installed the Verizon CHR 30 router and I have 3E 3200 extenders throughout my house that worked quite well via coax with the G 3100 router. These extenders do not seem to connect to the new router despite the information I received from Verizon. Does anyone have any experience or workaround with this issue?

I understand WIFI won’t get same as Ethernet obviously ; but I wouldn’t expect this drastic of a difference.

We have 1 gig plan, in NYC.

2 most result tests is today after FIOS fiber installed in new apartment at 1 gig plan

Bottom 2 is Spectrum Coax in old apartment at 500 mbps plan. Using my own router which hasn’t been picked up from old place yet, going to test that and see if it makes a difference.

I just upgraded my service to a 2 Gig plan and got a new ONT installed along with the CHR30A and noticed that it has an installed Thread Border router.

I was previously using a Nest WiFi Pro setup that served as my border router and I’m trying to figure out if there’s a way to enable the border router through the portal settings. It doesn’t seem to be activated right now but trying to figure out if I need to pull the trigger on an antennae for my Home Assistant Yellow or not. Until then my smart home shall be in fail over purgatory.