When Verizon was doing some troubleshooting, I was connected directly to the modem and it worked fine, so they didn't feel the modem was an issue. The router is only a few months old. I don't know how to reset it and reconfigure. What would a firmware update be for? The router or modem?TerryNet said:Try resetting it to factory default settings and then reconfigure. If still problem, look for a firmware update.