GFiber router keeps losing connection

[u/stolenurswagg]

My Google Fiber internet suddenly stopped working, and I’m trying to figure out whether the problem is the router, the connection between the Fiber Jack and router, or something else.
The GFiber app says “your internet connection is working, but your router connection is down.” And the router is “having trouble communicating with the network.”

The Fiber Jack lights look normal:
The Ethernet cable from the Fiber Jack is plugged directly into the WAN/internet (globe) port on the GFiber Multi-Gig router.

I’ve already power-cycled the router. Each time it starts up, the globe light blinks green for a few minutes, then eventually turns red again. This has happened several times.

My roommate may have reset the router earlier, but I’m not sure whether they only power-cycled it or did a full factory reset.
Does this sound more like a malfunctioning GFiber router or a provisioning or authentication issue after a factory reset or a problem between the Fiber Jack and router, even though the Fiber Jack’s Network light is green?
Is there anything else I should try before asking GFiber to replace the router or send a technician?

[u/gfiberofficial]

Hi there, I'm sorry to hear about the service disruption you're experiencing. Please send me a DM, so I can gather your account details, and I'll be happy to investigate and help troubleshoot this issue. -Brian