Customers With Disabilities

Fios Quantum Gateway Troubleshooting FAQs


Wi-Fi

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  • How do I connect a wireless device to my Fios Quantum Gateway?
  • Access the Wi-Fi setting on your wireless device, then select your Fios Quantum Gateway using the wireless network name (ESSID) shown on the sticker located on the side of your gateway. Enter the wireless password (WPA2 key). The default password/key is also shown on the sticker. Please note that Verizon recommends that you establish a strong, unique password for your router.

  • What is the difference between 2.4 GHz & 5 GHz?
  • Your Fios Quantum Gateway transmits two frequencies, or dual band wireless networks, at 2.4 GHz and 5 GHz. 5 GHz is faster, but 2.4 GHz has greater range If your device(s) supports dual bands,your connected device(s) automatically determine(s) which frequency to use, based on how close the device is to the FiOS Quantum Gateway. By default, both frequencies are enabled on your Fios Quantum Gateway and share the same Wireless Network Name and Extended Service Set Identification (SSID) or Password.

    Speed - The major difference between the 2.4 GHz and 5 GHz frequencies is the speed of data transmission, also called bandwidth. If you want to use high-bandwidth applications like streaming video over your wireless network, the 5 GHz frequency is the best choice.

    Range – The 2.4 GHz frequency is a lower frequency and covers a much larger range than 5 GHz wireless networks. The 5 GHz frequency loses more of its energy passing through walls and ceilings, and travelling over long distances, than the 2.4 GHz frequency.

    Interference – The 2.4 GHz frequency encounters more interference than the 5 GHz frequency . There are many types of devices running on 2.4 GHz frequencies, such as microwaves, cordless phones, Bluetooth devices, baby monitors, radio controlled toys, and neighboring wireless networks.

    Summary – 2.4 GHz and 5 GHz are different wireless signaling frequencies that each have their respective advantages for computer networking. If network speed is your top priority, then the 5 GHz frequency will likely perform better than the 2.4 GHz frequency. If wireless range is your top priority, then the 2.4GHz frequency will likely perform better than the 5 GHz frequency. If your home has a lot of Wi-Fi devices in use that are causing interference, then the 5GHz frequency will likely perform better than the 2.4 GHz frequency.

  • How do I set up Guest Wi-Fi on my FiOS Quantum Gateway?
  • Using the My Fios App, simply select Manage Guest Wi-Fi on the dashboard and use the easy to follow instructions to set-up your Guest Wi-Fi network.

  • Can I set up a separate SSID for each frequency?
  • Yes. From the My Fios App, go to Gateway Router Settings and select your private My Network SSID. This will take you to Router Settings for the 2.4 GHz and the 5 GHz frequencies where you can select either to set the SSID and password to best fit your needs. Click “Save” after setting each frequency.

  • Where can I find the wireless network name (ESSID) for my FosS Quantum Gateway?
  • The wireless network name (ESSID) is shown on the sticker located on the side of your Fios Quantum Gateway (G1100). Please refer to the diagram below.
     

    image of default login credentials highlighting wireless network name (ESSID)

  • Where can I find the wireless password (WPA2) for my Fios Quantum Gateway?
  • The wireless password (WPA2 ) is shown on the sticker located on the side of your Fios Quantum Gateway (G1100). Please refer to the diagram below.
     

    image of default login credentials highlighting wireless password (WPA2)

  • What is connecting a device via WPS (Wi-Fi Protected Set Up)?
  • Connecting a device via a WPS (Wi-Fi Protected Set Up) is a security standard that allows users to easily connect a wireless device (e.g.,. a wireless printer, audio, home controls, etc.) to a wireless router. Once your device is connected you will have Internet connectivity and access to shared files and content on a home’s or business' wireless network.

    Your FiOS Quantum Gateway comes with a WPS button that allows for a connection to your Wi-Fi network without manually entering a password. If your wireless device supports WPS, follow your device manufacturer user’s guide to setup and connect to your network.

  • How do I know if my device supports a 5GHz frequency?
  • Refer to your device manufacturer user’s guide for supported device frequencies (2.4 GHz & 5 GHz).

Dual Band Functionality (2.4GHz vs. 5GHz)

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  • What is the difference between 2.4 GHz & 5 GHz?
  • Your Fios Quantum Gateway transmits two frequencies, or dual band wireless networks, at 2.4 GHz and 5 GHz. 5 GHz is faster, but 2.4 GHz has greater range If your device(s) supports dual bands,your connected device(s) automatically determine(s) which frequency to use, based on how close the device is to the FiOS Quantum Gateway. By default, both frequencies are enabled on your FiOS Quantum Gateway and share the same Wireless Network Name and Extended Service Set Identification (SSID) or Password.

    Speed - The major difference between the 2.4 GHz and 5 GHz frequencies is the speed of data transmission, also called bandwidth. If you want to use high-bandwidth applications like streaming video over your wireless network, the 5 GHz frequency is the best choice.

    Range – The 2.4 GHz frequency is a lower frequency and covers a much larger range than 5 GHz wireless networks. The 5 GHz frequency loses more of its energy passing through walls and ceilings, and travelling over long distances, than the 2.4 GHz frequency.

    Interference – The 2.4 GHz frequency encounters more interference than the 5 GHz frequency . There are many types of devices running on 2.4 GHz frequencies, such as microwaves, cordless phones, Bluetooth devices, baby monitors, radio controlled toys, and neighboring wireless networks.

    Summary – 2.4 GHz and 5 GHz are different wireless signaling frequencies that each have their respective advantages for computer networking. If network speed is your top priority, then the 5 GHz frequency will likely perform better than the 2.4 GHz frequency. If wireless range is your top priority, then the 2.4GHz frequency will likely perform better than the 5 GHz frequency. If your home has a lot of Wi-Fi devices in use that are causing interference, then the 5GHz frequency will likely perform better than the 2.4 GHz frequency.

    Image of dual speed router

Router Features

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  • Where can I find the wireless password (WPA2) for my Fios Quantum Gateway?
  • The wireless password (WPA2 ) is shown on the sticker located on the side of your Fios Quantum Gateway (G1100). Please refer to the diagram below.
     

    image of default login credentials highlighting wireless password (WPA2)

  • What is the difference between a Verizon Router and the Fios Quantum Gateway?
  • Fios™ Advanced Wi-Fi Router is a single band router that operates in the 2.4Ghz band.
    FiOS Quantum™ Gateway is a dual band router that operates in the 2.4Ghz band and in the 5Ghz band.

    • Single-band routers use a 2.4 GHz and are limited in range and speed compared to dual-band routers, which use both the 2.4 GHz and 5 GHz band. Dual-band routers are more efficient, have longer range, are less prone to interference from household devices, such as microwaves and older cordless phones, and are faster.
    Dual Band Benefits
    • The dual-band (2.4- and 5-GHz) router facilitates faster throughput (communication) for demanding tasks such as sharing files and streaming video within a network.
    • The dual-band router enables the user to separate high band width tasks such as streaming high definition movies and other media from checking email and browsing the Internet.
    • The user can efficiently browse the Internet on the 2.4-GHz band, while simultaneously streaming media on the 5-GHz band.
    • Many home appliances, "including some cordless phones, intercoms, baby monitors and microwave ovens also run on the 2.4-GHz band. The more of these devices that are in range of your wireless network, the lower and less consistent your speed will be. This means that if your network is in a really crowded area, such as an apartment building, the signals from other devices could cause your signal to drop or decrease in speed if you have a router with only the 2.4-GHz band.
    • The dual band router with a 5-GHz option could help with interference problems. By connecting your devices through the 5-GHz band you can avoid interference from neighboring Wi-Fi networks.
    • The 5-GHz band also has more non-overlapping channels than 2.4 GHz. This means that you have a higher chance of "finding a channel in the 5-Ghz that doesn't interfere with neighboring wireless networks.

  • What are the size/dimensions of the Fios Quantum Gateway?
  • 1.5” W X 8” D X 9” H (Not including stand)

  • What is WPS?
  • WPS (Wi-Fi Protected Set Up) is a network security standard that attempts to allow users to easily secure a wireless home network – a shortcut to setting up a wireless network.

  • What is Guest Wi-Fi?
  • A guest Wi-Fi network connection is simple and secure (encrypted) guest Internet access designed with a unique login and allows for up to one hundred (100) guest devices to be connected simultaneously. Users on your guest Wi-Fi network connection do not have access to your private network, but instead have internet only access.

  • Can I set access restrictions for my Guest Wi-Fi Network?
  • Yes. Access through the Guest Wi-Fi Network connection can either be on or off and is password protected.

  • Can I change the password on my guest Wi-Fi network?
  • From the dashboard of your My Fios App select Manage Guest Wi-Fi. You’ll land on the Guest Wi-Fi Settings page where you can set both the SSID and Password for your Guest Wi-Fi Network.

  • How many devices can be connected to the Guest Wi-Fi Network?
  • A maximum of one hundred (100) devices can connect simultaneously.

  • How and where can I manage my Fios Quantum Gateway?
  • Your Fios Quantum Gateway is best managed using the My Fios App and also from the router interface (www.myfiosgateway.com) via your browser.

  • What actions can be performed via the My Fios App?
  • Using the My FiOS App you can set Parental Controls, enable Guest Wi-Fi, and manage your router settings. Visit My Fios App for more information.

  • What parental controls are available on the Fios Quantum Gateway?
  • sing the My Fios App, Parental Controls allow you to block Wi-Fi access and set schedules for when Wi-Fi access is available for selected devices.

  • Can I manage my Fios Quantum Gateway/internet access away from home?
  • Yes, you can manage the Fios Quantum Gateway via the My Fios App.

  • How can the Fios Quantum Gateway better my gaming experience?
  • The Fios Quantum Gateway is dual band, supporting both 2.4 GHz and 5 GHz frequencies and is our highest bandwidth router.  The Fios Quantum Gateway delivers throughput without frequency interruptions and also supports DMZ and Port Forwarding.

Router Installation

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  • How do I install my Fios Quantum Gateway?
  • Follow the steps found here or use the Router Installation and Activation Wizard.

  • How do I connect a wired device to an Ethernet port on the Fios Quantum Gateway?
  • Plug one end of the supplied Ethernet cable into one of the four Ethernet ports in the back of your Gateway. Plug the other end of the Ethernet cable into the Ethernet port of your network device.

  • How do I connect a wireless device to my Fios Quantum Gateway?
  • Access the Wi-Fi setting on your wireless device, then select your Fios Quantum Gateway using the wireless network name (ESSID) shown on the sticker located on the side of your gateway. Enter the wireless password (WPA2 key). The default password/key is also shown on the sticker. Please note that Verizon recommends that you establish a strong, unique password for your router.

Security

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  • How do I access the Administrator website of the Fios Quantum Gateway?
  • Please take the following steps:

    • Open your browser. Enter either "myfiosgateway.com" or "192.168.1.1" into the browser.
    • You will be taken to a page to enter your User Name and Administrator password:
      • The default User Name is "admin"
      • The unique default Administrator password is on the sticker located on the side of the router. Please refer to the diagram below.

        image of default login credentials highlighting router administrator password
    • Verizon recommends that you establish a strong, unique password for your router. You may use Verizon In Home Agent to change your default password or you may follow the instructions on page 22 of the FiOS Quantum Gateway User Guide. Verizon In Home Agent may be downloaded at verizon.com/inhomeagent.

  • I've forgotten my customized wireless password (WPA2 key). How can I find it?
  • Your wireless password (WPA2) can be retrieved by logging into your MyVerizon account and accessing the Fios Quantum Gateway section in My Services.

    You can also retrieve your wireless password on your smart phone or tablet using the MyFiOS App (Main menu) and on your TV via the Menu (Menu/Customer Support/Internet/My Wireless Network/Wi-Fi Credentials).

  • Is my Fios Quantum Gateway G1100 encrypted?
  • For your protection, your Gateway is pre-set at the factory to use WPA2 (Wi-Fi Protected Access) encryption for your wireless network. This is the best setting for most users and provides maximum security

    Verizon recommends that you establish a strong, unique password for your router. You may use Verizon In Home Agent to change your default password or you may follow the instructions on page 22 of the FiOS Quantum Gateway User Guide. Verizon In Home Agent may be downloaded at verizon.com/inhomeagent.

  • Is Guest Wi-Fi Secure?
  • Your Guest Wi-Fi network uses WPA2 encryption, which is the strongest encryption available on your Fios Quantum Gateway.

Troubleshooting

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  • How can I reboot my Fios Quantum Gateway (G1100)?
  • Pressing and holding the WPS button on the front of the router for 10 seconds will reboot your Fios Quantum Gateway (G1100).

    Front View FiOS Quantum Gateway router highlighting WPS reboot button

  • How can I reset my Fios Quantum Gateway (G1100) to its factory default settings?
  • Pressing and holding the red reset button located on the back of the FiOS Quantum Gateway G1100 will restore the gateway to the factory default settings shown on the sticker located on the side of your gateway. Use the pointed end of a paper clip to press and hold the Reset button for 10 seconds.

    Important Note: If you have customized your ESSID, WPA2 key, admin user name and administrator password, resetting your FiOS Quantum Gateway to the factory defaults not only changes your router user name and password to the factory default values, but it also deletes all your home network settings. This includes the ESSID and network encryption key that you created. After you reset your factory defaults, your home network won't be accessible until you reconfigure your gateway and update all your network devices to use the same customized ESSID and network encryption key (WPA2).

    Rear View Fios Quantum Gateway router highlighting Reset Button

  • How do I test/know my Internet speed?
  • Visit Verizon’s Speed Test site to test and find out your Internet speed.

  • How do I optimize my Fios Internet speed?
  • Visit the Fios Speed Optimizer and follow instructions to optimize your Internet speed

    For additional information and or trouble shooting tips view our online tutorials at verizon.com/quickguides.

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