Troubleshooting Verizon Fios Internet

Key Takeaways:

  1. Verizon Fios internet issues can be caused by various factors, such as equipment malfunctions, network congestion, or outdated hardware.
  2. Before troubleshooting Verizon Fios Internet, ensure your account is in good standing and all cables are securely connected.
  3. Basic troubleshooting steps include rebooting your router, checking for service outages, and updating your router’s firmware.
  4. Advanced troubleshooting may involve changing your router’s Wi-Fi channel, adjusting QoS settings, or replacing faulty equipment.
  5. If troubleshooting efforts fail, contact Verizon customer support or consider professional assistance.


Verizon Fios is a popular internet service that delivers high-speed connectivity to homes and businesses across the United States. While Fios is known for its reliability and performance, users may occasionally experience issues with their internet connection. This comprehensive guide will help you troubleshoot common Verizon Fios internet problems, provide step-by-step solutions, and offer guidance on when to seek professional assistance.

Understanding Your Verizon Fios Internet Service

Before diving into troubleshooting, it’s essential to understand the basics of your Verizon Fios internet service and the equipment involved.

Fios Internet Technology

Verizon Fios utilizes fiber-optic technology to provide high-speed internet access. Fiber-optic cables transmit data using light pulses, enabling faster and more reliable connections compared to traditional copper wire or cable-based internet services. This technology allows Fios to offer symmetrical download and upload speeds, lower latency, and less signal degradation over long distances.

Fios Internet Equipment

A typical Verizon Fios internet setup includes the following equipment:

  1. Optical Network Terminal (ONT): The ONT is the device that converts the fiber-optic signal into a format compatible with your home’s wiring. It is typically installed on the exterior or interior of your home.
  2. Router: The router is the central hub of your home network, responsible for distributing the internet connection to your devices. Verizon offers the Fios Router, which combines a router and a Wi-Fi access point in a single device.
  3. Ethernet Cables: Ethernet cables connect the ONT to the router and can also be used to connect wired devices directly to the router for a more stable connection.

Understanding the role of each component can help you identify potential sources of problems and troubleshoot more effectively.

Common Verizon Fios Internet Issues

Some of the most common issues Verizon Fios users may encounter include:

  1. Slow Internet Speeds: Experiencing slower-than-expected download or upload speeds.
  2. Intermittent Connectivity: Frequent disconnections or sporadic internet access.
  3. No Internet Access: Complete loss of internet connectivity.
  4. Wi-Fi Range Issues: Weak or inconsistent Wi-Fi signal in certain areas of your home.
  5. Billing or Account Problems: Issues related to your Fios account, such as billing discrepancies or service plan changes.

Identifying the specific issue you are facing will help guide your troubleshooting efforts and determine the most appropriate solution.

Basic Troubleshooting Steps

Before proceeding with more advanced troubleshooting, try these basic steps to resolve common Verizon Fios internet issues:

1. Check Your Account Status

Ensure that your Verizon Fios account is in good standing and that there are no outstanding payments or service suspensions. You can check your account status by logging into your Verizon My Business account or contacting Verizon customer support.

2. Verify Cable Connections

Check that all cables, including Ethernet and power cables, are securely connected to the ONT, router, and any other relevant devices. Loose or damaged cables can cause connectivity issues.

3. Power Cycle Your Equipment

Rebooting your router and ONT can often resolve temporary connectivity issues. To power cycle your equipment:

  1. Unplug the power cables from your router and ONT.
  2. Wait at least 30 seconds.
  3. Plug the power cable back into the ONT and wait for it to fully restart (usually indicated by solid green lights).
  4. Plug the power cable back into the router and wait for it to fully restart.
  5. Test your internet connection.

4. Check for Service Outages

Visit the Verizon Service Outage Information page or contact Verizon customer support to check if there are any reported service outages in your area. If there is an outage, you will need to wait for Verizon to resolve the issue.

5. Update Router Firmware

Ensure that your router’s firmware is up to date. Firmware updates often include bug fixes and performance improvements that can resolve connectivity issues. To update your firmware:

  1. Log into your router’s web-based management interface by entering your router’s IP address into a web browser.
  2. Navigate to the firmware update section.
  3. If an update is available, follow the on-screen instructions to download and install the update.

If these basic troubleshooting steps do not resolve your issue, proceed to the advanced troubleshooting section below.

ProblemPossible CausesTroubleshooting Steps
Slow Internet Speeds – Network congestion
– Outdated router
– Signal interference
– Service plan limitations
1. Perform a speed test
2. Reboot your router and ONT
3. Change your Wi-Fi channel
4. Upgrade your router or service plan
Intermittent Connectivity – Loose cable connections
– Outdated firmware
– Router or ONT malfunction
– Service outages
1. Check all cable connections
2. Power cycle your router and ONT
3. Update your router’s firmware
4. Contact Verizon customer support
No Internet Access – Service outages
– Equipment malfunction
– Account issues
– Incorrect settings
1. Check for service outages
2. Power cycle your router and ONT
3. Verify your account status
4. Perform a factory reset on your router
Wi-Fi Range Issues – Router placement
– Signal interference
– Outdated router
– Physical obstructions
1. Place your router centrally
2. Change your Wi-Fi channel
3. Upgrade to a newer router
4. Use a Wi-Fi extender or mesh system
Billing or Account Problems – Late payments
– Service plan changes
– Incorrect charges
– Account suspension
1. Check your account status
2. Verify your billing statements
3. Contact Verizon customer support
4. Set up automatic payments

Advanced Troubleshooting

If basic troubleshooting fails to resolve your Verizon Fios internet issues, try these advanced troubleshooting techniques:

1. Change Your Wi-Fi Channel

Interference from neighboring Wi-Fi networks or other electronic devices can cause connectivity issues. Changing your router’s Wi-Fi channel may help mitigate this interference:

  1. Log into your router’s web-based management interface.
  2. Navigate to the wireless settings section.
  3. Look for the Wi-Fi channel setting and change it to a less congested channel (e.g., channel 1, 6, or 11 for 2.4 GHz; channels 36, 40, 44, or 48 for 5 GHz).
  4. Save your changes and test your internet connection.

2. Adjust QoS Settings

Quality of Service (QoS) settings prioritize network traffic to ensure that critical applications, such as video streaming or online gaming, have sufficient bandwidth. Adjusting your router’s QoS settings may help improve performance:

  1. Log into your router’s web-based management interface.
  2. Navigate to the QoS settings section.
  3. Enable QoS and configure the settings according to your preferences and network usage.
  4. Save your changes and test your internet connection.

3. Disable VPN or Proxy Connections

VPN or proxy connections can sometimes interfere with your internet connection. If you are using a VPN or proxy, try disabling it and testing your connection. If your connection improves, consider configuring your VPN or proxy settings to work more seamlessly with your Fios internet service.

4. Perform a Factory Reset

If all other troubleshooting steps have failed, performing a factory reset on your router may resolve persistent issues. Note that this process will erase all custom settings, including your Wi-Fi network name and password:

  1. Locate the reset button on your router (usually a small, recessed button on the back of the device).
  2. Press and hold the reset button for 10-15 seconds using a paperclip or similar object.
  3. Release the button and wait for the router to fully restart.
  4. Reconfigure your router settings, including your Wi-Fi network name and password.

5. Replace Faulty Equipment

If you have tried all troubleshooting steps and are still experiencing issues, there may be a problem with your Verizon Fios equipment. Contact Verizon customer support to arrange for a technician to diagnose and replace any faulty equipment, such as the ONT or router.

Optimizing Your Verizon Fios Internet Performance

In addition to troubleshooting, there are several steps you can take to optimize your Verizon Fios internet performance:

1. Place Your Router Centrally

Position your router in a central location, away from walls and obstructions, to ensure optimal Wi-Fi coverage throughout your home.

2. Minimize Signal Interference

Keep your router away from electronic devices that may cause signal interference, such as cordless phones, microwaves, and Bluetooth devices.

3. Use Ethernet Connections for Stationary Devices

Connect stationary devices, such as desktop computers, gaming consoles, and smart TVs, directly to your router using Ethernet cables for a more stable and faster connection.

4. Upgrade Your Router

If you are using an older router, consider upgrading to a newer model that supports the latest Wi-Fi standards, such as Wi-Fi 6 (802.11ax), for improved performance and range.

5. Manage Connected Devices

Disconnect devices that you are not actively using to free up bandwidth for other devices. You can also use your router’s parental controls or access restrictions to manage device usage and prioritize bandwidth for critical applications.

When to Contact Verizon Customer Support

If you have exhausted all troubleshooting steps and are still experiencing issues with your Verizon Fios internet service, it may be time to contact Verizon Customer Support. Consider reaching out to Verizon if:

  1. You have tried all basic and advanced troubleshooting steps without success.
  2. You suspect there may be an issue with your Fios equipment, such as the ONT or router.
  3. You are experiencing persistent or recurring issues that you cannot resolve on your own.
  4. You have questions about your account, billing, or service plan.

When contacting Verizon customer support, be prepared to provide your account information, a description of the issue you are experiencing, and any troubleshooting steps you have already attempted. This information will help the support representative diagnose and resolve your issue more efficiently.

What should I do if my Verizon Fios internet is slow?

If you are experiencing slow internet speeds, try the following: Perform a speed test to verify your connection speed.
Reboot your router and ONT.
Check for service outages in your area.
Upgrade your router or contact Verizon for assistance.

How can I improve my Verizon Fios Wi-Fi signal?

To improve your Wi-Fi signal: Place your router in a central location, away from walls and obstructions.
Change your Wi-Fi channel to reduce interference.
Upgrade to a newer router that supports the latest Wi-Fi standards.
Use a Wi-Fi extender or mesh system to expand coverage.

What Should I do if my Verizon Fios internet keeps disconnecting?

If your internet keeps disconnecting: Check all cable connections and ensure they are secure.
Power cycle your router and ONT.
Update your router’s firmware.
Contact Verizon customer support for further assistance.

Can I use my own router with Verizon Fios?

Yes, you can use your own router with Verizon Fios. However, you will need to configure your router to work with the ONT and ensure that it is compatible with your Fios service plan. Using your own router may also limit your access to certain Fios features, such as TV guides or on-demand content.

How do I contact Verizon customer support for Fios internet issues?

You can contact Verizon customer support by: Calling 1-800-VERIZON (1-800-837-4966)
Using the online chat feature on the Verizon Support website
Reaching out on social media platforms, such as Twitter (@VerizonSupport) or Facebook

What should I do if my Verizon Fios equipment is faulty?

If you suspect that your Verizon Fios equipment, such as the ONT or router, is faulty, contact Verizon customer support. They will diagnose the issue and arrange for a technician to replace any faulty equipment as needed.


Troubleshooting Verizon Fios internet issues can be a straightforward process when you understand the common problems, their causes, and the appropriate solutions. By following the basic and advanced troubleshooting steps outlined in this guide, you can resolve many connectivity issues on your own, saving time and minimizing frustration.

However, if you encounter persistent or complex problems, don’t hesitate to reach out to Verizon customer support for assistance. Their technicians can provide expert guidance, diagnose issues remotely, and arrange for equipment replacements or repairs as needed.

To optimize your Verizon Fios internet performance and minimize the need for troubleshooting, consider implementing the best practices discussed in this article, such as placing your router centrally, minimizing signal interference, and upgrading to the latest hardware when necessary.

By taking a proactive approach to network management and staying informed about troubleshooting techniques, you can ensure that your Verizon Fios internet service remains reliable, fast, and secure for all your online needs.