Question Frontier Fiber Internet
Question Frontier Fiber Internet
I have a fully functional fiber Internet connection from Frontier. It works without issues most of the time. However, recently the connection has been unstable, often dropping within less than a minute before reconnecting. This can interfere with large uploads or downloads.
When the link drops, the modem/router I received from Frontier — an Arris NVG468MQ version 9.3.0h7d91 — consistently shows the WAN ONT as active and the blue "Internet" indicator stays lit. The ONT is located two floors away, so I haven’t verified its status myself, but I suspect the issue lies with the Arris device itself rather than the fiber link. Does this seem like a logical conclusion? Should I invest in an Eero mesh system and trust the new hardware will fix it? I’ve already rebooted the Arris, but it didn’t help.
Handling Frontier service has been difficult, especially given the kind of unreliable performance I’m experiencing. Any suggestions would be very welcome.
Quantify "large" upload or download.
Assess the size by measuring the volume or rate.
Begin by inspecting the ONT and all available cabling connections.
For the Arris, review logs (if present and active) for any error codes or related issues.
Identify who holds full administrative privileges on the Arris; you may require assistance from that individual.
Consider the specifications of the computer in use.
Examine computer logs for error messages, warnings, and informational entries during incidents.
Start with Reliability History/Monitor and Event Viewer, searching for log entries immediately prior to or coinciding with the drops.
And contact Frontier promptly—reporting issues quickly helps resolve them faster.
What is your device's link to the router? Is it wired or using Wi-Fi? Have you tried sending a ping to the router during the interruptions, or accessed the web dashboard to verify its status? You might not have noticed when the router indicates it's operational. Most routers include a diagnostic screen for testing connectivity. From both your computer and the router, attempt to reach the gateway IP on your ISP's network—such as Google DNS 8.8.8.8 or CloudFlare DNS 1.1.1.1. You should also be able to physically visit the ONT to monitor its condition during disruptions. It’s clear if it needs to reconnect, but you’ll need to reach there promptly if the issues are brief. Reviewing Frontier’s logs could be the only method to detect problems. The ONT might temporarily lose connection and re-establish it faster than you can arrive, possibly requiring extra time for the router to regain stability, meaning the actual downtime could be shorter than expected.
It seems likely to test the ONT during an outage, which will provide some physical activity.
I possess complete administrative privileges on the Arris.
I’m reviewing the router’s web interface, which displays multiple status updates.
[Moderator Note: The provided link was removed – it shows the WAN IP address.]
The central computer is linked to the Arris via Ethernet, but the issue appears with other devices using Wi-Fi, suggesting the problem isn’t just the connections between the Arris and local network devices. For instance, music from an Amazon Echo pauses briefly before resuming.
The issue likely lies in one of these areas: (1) the incoming signal; (2) the ONT; (3) the Cat 5 cable connecting the ONT to the Arris; or (6) the WAN side of the Arris.
Test a standard Cat 5e cable between ONT and Arris. UTP, round, pure copper, AWG 22-24. Exclude aluminum or copper-clad aluminum. Not flat or shielded.
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Note: Link removed due to WAN IP disclosure.
For reference: https://www.lifewire.com/what-is-a-publi...ss-2625974
You may share the image again, but redact the WAN and IP.
If your Arris gateway isn't maintaining a connection, it might be related to the ONT. We discovered a faulty battery backup that appeared normal but caused the ONT to go offline. It's important to perform basic ping and traceroute tests when the gateway fails, as with Frontier we couldn't access logs due to corporate restrictions.