5G Home Internet Troubleshooting Guide


Is your 5G Home Internet acting weird?

Just like us, even the most advanced tech can experience bad days. So if your Visible Home Internet Gateway and internet connection seems to be dragging its feet, don’t worry, we’ve got you covered! Let’s dive into the different home network symptoms and the simple remedies to get your gateway happily humming again! 

Troubleshooting your Gateway

Because sometimes, all your gateway needs is just a quick stretch and a fresh start, no panic required! 

 

Follow the next steps to troubleshoot your gateway:

Step Action
1

Verify that your Visible Home Internet Gateway is physically located at your eligible Visible 5G Home Internet Service address. 

Note: Your  current gateway and home internet  service are  linked to your service address and can only be used there, but here’s how you can bring Visible 5G Home Internet to your new place if you have moved:

  • Check to make sure Visible 5G Home Internet  is available  at your new address.
  • Cancel your existing  home internet service when it’s no longer needed.
  • Place a new order for your  home internet  service and gateway at your new address.
2

Powercycle your Gateway:

  • Unplug the power cable from the back of the gateway.
  • Wait at least 30 seconds before plugging it back in.
  • Please know it may take up to 10 minutes to reboot and re-establish a connection.

Note: If the issue persists, proceed to Step 3.
3 Reach out to Visible Care via chat for additional assistance.

 

Other Troubleshooting Scenarios

Need more than just a powercycle? It may sound complex but no sweat, take a deep breath… Let’s check the following scenarios and solutions:

The gateway is hot or overheating

If the device is hot to the touch, follow these steps immediately: 

  1. Disconnect the power source immediately. 
  2. Let it cool completely before plugging it back in.
  3. Ensure at least 4 inches of open space on all sides;
  4. Confirm vents are not blocked
  5. Keep the device 3 feet away from heaters/sunlight.
Connection issues

If you are dealing with connection issues:

  1. Ensure the gateway is on a stable surface as close to a window or exterior wall as possible.
  2. Move the gateway to a higher elevation (e.g., on a shelf) rather than the floor.
  3. Move the gateway away from:
    1. Cordless phones
    2. Microwaves
    3. Baby monitors
    4. Bluetooth devices
Slow speeds

If you are experiencing slow speeds:

  1. Connect a device directly via ethernet cable.
  2. Disconnect any devices not currently in use to reduce strain on the network.
  3. If you’d like to test your network speed, click the Verizon Speedtest.  
  4. Make sure to close any streaming apps while testing. 

 

Still no luck? Don’t stress and let us handle the rest.  Please reach out to the Care team through the Visible app or chat online.