C6900 No Internet connection with Verizon

[EHoff]

We cannot connect to the Internet with the Nighthawk C6900 cable modem router. Please give instructions. Let us know if Verizon does not support this router, though it should.

[antinode]

> We cannot connect to the Internet with the Nighthawk C6900 cable modem
> router. [...]

   "cannot" is not a useful problem description.  It does not say what
you did.  It does not say what happened when you did it.  As usual,
showing actual actions (commands) with their actual results (error
messages, LED indicators, ...) can be more helpful than vague
descriptions or interpretations.

   What, exactly, were you expecting to connect to what, exactly?  What
did Verizon give you to connect to?  What sort of modem/router/whatever
did Verizon try to sell you?

   The C6900 is a "Cable Modem Router".  Is Verizon a cable-TV-type ISP?
I thought not, but your relationship with them is closer than mine.

> [...] Let us know if Verizon does not support this router, [...]

   Did you try asking anyone at Verizon?

> [...] though it should.

   Says who?  Why?  Because you have one, and you wish that you could
use it?  Not a very powerful argument.  I doubt that it will persuade
the hardware.

[EHoff]

We replaced the Actiontec cable modem router Model # MI424WR Rev. I supplied by ISP Verizon with the Nighthawk C6900. Connectected coax cable (moved from Actiontec to Netgear router), then power from Netgear power adapter, then Ethernet cable from PC, in that order, as recommended. The Internet LED just shows briefly on the C6900 during booting, but then goes dark. The PC (Win 10) shows the no Internet connection icon in the system tray. Settings in Windows also shows Internet Not Connected. The Netgear setup Genie pops up in the Firefox browser and after putting in the user name and password and pressing Next, there is a screen showing no Internet connection. We were able to get a message that there was no RF connection. Verizon technician said that other customers have used third party routers, including from Netgear. One suggestion was to connect the Actiontec router to the Netgear C6900 router with an Ethernet cable to the WAN port, but the Netgear C6900 does not have a WAN port (as the Actiontec MI424WR does, though not in use). The Netgear C6900 only has 4 LAN ports and no WAN port. For now, we are back to using the Actiontec MI424WR for Internet access. The Netgear C6900 does not have a power button, so we rebooted by unplugging and reconnecting the power cable. We also reset the Netgear C6900 with a pin.

We don't know if the Netgear C6900 is incompatible with Verizon or if it's defective. Another possibility is that the ONT box from Verizon is failing. We reset the ONT, but that didn't help.

Does anyone know about compatibility of the Netgear C6900 with Verizon FiOS service?

[antinode]

> We replaced the Actiontec cable modem router Model # MI424WR Rev. I
> supplied by ISP Verizon with the Nighthawk C6900. [...]

   This looks bad.  My quick Web search for that model found a User
Manual, which is a little confusing:

      https://www.verizon.com/supportresources/content/dam/verizon/support/consumer/documents/vz_bhr3_rev_...

   It mentions "WAN Coax" and "WAN Ethernet" LED indicators, but I see
only one co-ax connector ("COAX"), and the picture ("Rear view - Verizon
FiOS Router (rev. I)") says "Coaxial Cable (from Coax Port to Device)".

   It also describes that "Coax Port":

      The Coax port connects the FiOS Router to the ISP or other devices
      using a coaxial cable.

> [...] Connectected coax cable (moved from Actiontec to Netgear
> router), [...]

   Not enough detail.  Where does the other end of that "coax cable" go?
Does it go to a TV or set-top box, or does it go to your ISP connection?

> [...] Another possibility is that the ONT box from Verizon is failing.
> We reset the ONT, but that didn't help.

   "the ONT box from Verizon"?  I don't recall hearing about that
before.

>    What, exactly, were you expecting to connect to what, exactly? [...]

   Which part of "exactly" was unclear?

   What is your (unspecified) "the ONT box from Verizon", and how is it
connected to the MI424WR?

> [...] One suggestion was to connect the Actiontec router to the
> Netgear C6900 router with an Ethernet cable to the WAN port, but the
> Netgear C6900 does not have a WAN port (as the Actiontec MI424WR does,
> though not in use). [...]

   Does all this mean that there is/was a co-ax cable running from your
(unspecified) "the ONT box from Verizon" to the MI424WR?  And the "WAN
Coax" LED on the MI424WR is lit when it's working?

   My current guess (based on incomplete information) is that you're
doomed.  The co-ax port on a C6900 is expecting to be connected to a
cable-TV system.  The (mystery) ONT and the MI424WR may be able to use a
co-ax cable for their interconnection, but the signals used in that mode
look nothing like the signals used by a cable-TV system.

> [...] We were able to get a message that there was no RF connection.
> [...]

   Because your (mystery) ONT is not a cable-TV ISP.  Knowing nothing,
I'd guess that it acts more like a MoCA adapter.  (A Web search for
which might be educational.)

   I'd guess that your (mystery) ONT also has an Ethernet port, and that
you could connect that to the Ethernet WAN/Internet port on a normal
router (or the MI424WR.)  But, as you've noted, the C6900 (unlike a
normal router) has no Ethernet WAN/Internet port, making it useless for
such an application.

> [...] Verizon technician said that other customers have used third
> party routers, including from Netgear. [...]

   Sure.  Plain-old "router",  not a "cable modem+router", I'd bet.

> Does anyone know about compatibility of the Netgear C6900 with Verizon
> FiOS service?

   I know nothing, but I'd bet against it.  My guess is that the Verizon
hardware can use either co-ax or Ethernet cable for some of its
connections, but that does not mean that it's compatible with a cable
modem(+router).

   You might try asking Verizon about using a "cable modem(+router)",
instead of a "third-party router".  The answer to a more precise inquiry
might be more depressing, but more helpful in understanding the problem.

[EHoff]

The Netgear C6900 is not an appropriate router if Verizon is the ISP. Verizon field technician and web site said that the Actiontec modem supplied by Verizon must be used as the first router if you want to add your own third party router. Verizon says that an Internet connection is required for the program guide displayed on the TV. If a third party router is used, it would need a WAN port, which the C6900 does not have, to connect an Ethernet cable to the Actiontec. Also, the C6900 does not have USB ports or a power switch.

[antinode]

> [...] If a third party router is used, it would need a WAN port,
> which the C6900 does not have, [...]

   More precisely, it would need an _Ethernet_ WAN port, which the C6900
does not have.  One might argue that its cable-TV co-ax port is a WAN
port, just not the type which you need.  Thanks for the confirmation.