Verizon cable and Internet customer service

Connection Issues

Learn more about solutions for solving common connection issues.

Experiencing Slow Speeds?

If you think you are experiencing less than expected speeds with Verizon FiOS Quantumsm Internet, please first check your speeds using the Broadband Speed Test

You can use the FiOS Speed Optimizer tool to maximize your web experience. The Speed Optimizer tool can help you determine if settings (TCP/IP and MTU) on your computer are tuned for optimal performance.

Note: The Speed Optimizer tool is for Windows only applications. If you use wired and wireless devices, you must run the optimizer using both modes and power off the PC after running it in each mode for the changes to take effect.

Other factors that can limit speeds on wireless devices are:

  • The limitation of your wireless device
  • Devices like tablets have limitations
  • The presence of microwave ovens and baby monitors
  • Infrastructure in the home

If your expected speeds are 50 Mbps or higher, then you may want to consider upgrading your broadband home router to the 802.11N at

Experiencing no connection or connection "on" and "off"?

Try this quick fix:

Turning your router off and on solves most connection issues.

  1. Unplug my router
  2. Wait 1 minute.
  3. Plug your router back in.
  4. Attempt to connect to the Internet.
If rebooting your router didn't solve the issue, review specific troubleshooting tips for your router.

Try this next:

If turning your router off and on didn’t improve your connection, there could be other reasons your connection could be down or slow.
  • Check your computer for viruses, spyware or a full hard-drive. You may think you have a connection issue, but your computer performance may be impacted by spyware, viruses or a full hard-drive. Use the virus protection software available from Verizon Internet Security Suite to remove viruses or spyware from your computer or remove programs from your computer.
  • Your Internet usage could be at capacity. If you are streaming several videos simultaneously, for example, it could cause your connection to slow down.
  • Electronic devices (ie TVs or microwaves) or physical obstructions (ie walls or floors) could cause interference with your router’s signal. Move your modem or wireless networking router away from these obstructions.Learn more about devices that cause intermittent loss of connection.
  • FiOS TV Video-on-Demand (“VOD”) usage. Your FiOS Internet service and FiOS TV VOD service share capacity on the fiber optic connection to your home. The capacity available for your FiOS Internet access service may be reduced if you are watching multiple FiOS TV VOD titles simultaneously.
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