Verizon Support
Customers With Disabilities
  • Services  

    Order Services

    See All Plans & Bundles

    Special Deals



    Current Customers

    Add or Change Services

    Renew or Change Bundle


    About FiOS

    FiOS Internet

    FiOS TV

    FiOS Digital Voice


    High Speed Internet (DSL)


    Home Phone

    Find out which Verizon services are available at your address.

  • My Verizon  

    Email & Calls

    Check Email

    Verizon Visual 411



    Bill & Payment

    View Bill

    Pay Bill

    Pay Final Bill

    Manage Auto Pay

    Manage Paper Free Billing

    My Services

    Add or Change Services

    Renew or Change Bundle

    Review Account

    Manage My Internet

    Manage My Voice


    My Rewards+

    Manage My Rewards+

    Refer a Friend




  • Support  

    Community help





    Search Support

    Connect with us

    Verizon on Facebook Verizon on Twitter Verizon on Google Plus Verizon on YouTube

  • Watch FiOS  

    Watch thousands of your favorite TV shows and movies On Demand and Live. Rent or buy your favorites and watch them on any device. Or, check what's on tonight and program your DVR. You can do it all!

    Watch Free TV & Movies



    Rent or Buy

    Set your TV Viewing Experience

  • Trending  

    Check out this personalized, real-time feed featuring the latest content and entertainment from around the Web including new headlines, sports, entertainment and more.

    News & Lifestyle

    Have a laugh, learn a trick and discover the awesomeness of FiOS. Explore FiOS Lounge today.

    FiOS Lounge





Verizon SignIn Alerts

Home Control: Choose your service

Gateway Device Troubleshooting Tips

The Gateway Device is the "brain" of your Home Monitoring and Control Network. It uses your Internet connection to send instructions to your Home Monitoring and Control devices. It also sends information about your devices to your computer, compatible smartphone or FiOS TV.



Gateway Device


Gateway Device
General Help

Gateway Device Issue Solution

My Gateway Device is not responding or will not work













Did you receive the "Gateway Device is Not Responding"  message on the Home Monitoring and Control Web site on My Verizon?


Click Troubleshoot and follow the on-screen troubleshooting tips:

  • Verify that your Gateway Device is plugged into a power outlet and that its power light is solid green. If the green power light is not on, verify that the Gateway Device is working by un-plugging the Gateway Device from the power outlet and plug into another power outlet.


  • Make sure your Internet Router is working and you have an active Internet connection. If your Internet connection is down, your Gateway Device will not activate and connect to other devices.

  • Make sure your Ethernet cable is connected from the Gateway Device’s LAN port to your Internet Router’s LAN port (and not the WAN port).
  • Make sure your Gateway Device isn't too far away from your devices. The range is approximately 30 feet (or greater) and outdoor range is 200 feet (depending on envrionmental conditions). 
I set up my Wi-Fi connection but the  Gateway Device's Wireless light is not on

Make sure you have entered the correct credential key from your Internet Router.

Make sure your Gateway Device is within range of your Internet by placing it within 200 feet (approximately).

The Gateway Device Power light is blinking and I don't have an Internet connection.

Unplug the Gateway Device from the power outlet and make sure all lights are off.

Press the z-Wave and WPS buttons simultaneously and plug the Gateway Device in the power outlet.


Continue to hold  z-Wave and WPS buttons for 5 seconds and then let go of the buttons.


Wait for the Power light to display a solid green light again.

Verizon SignIn Page

Sign in


for personalized, convenient support

Did you know?

Many equipment problems can be fixed in less than
5 minutes!

Make sure your equipment is plugged in and that the power is working in the rest of your house


My Verizon

Support Tools

Watch FiOS


  • Visual 411