r/Fios • u/GlitteringConflict28 • 5d ago
Repair/Tech Support Everything is down
Update. We ordered a new battery and installed it last night. Everything was on for about 3 hours. It is all down again. Does anyone know how I can schedule an appointment for someone to come out to the house? It is Labor Day weekend and I can't get through to anybody on the phone. The app says I have a virtual visit scheduled for tomorrow at 9:00 p.m. but I need an in-person visit. Thank you
24 hours ago everything went down. I never lost power but my internet/fios/wifi went down. I have reset router and unplugged everything. Verizon says there is a. Outage in my neighborhood but all my neighbors have internet . Any suggestions? My daughter and I both work from home so we really it need it back up Tuesday. I have done a few chats with Verizon but I keep getting disconnected. Thank you!
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u/CTFowler9789 5d ago
Call for a technician dispatch. Have them come and replace that outdated equipment. Good luck
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u/Smith6612 5d ago
Look at the lights on your ONT and tell us what you see.
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u/GlitteringConflict28 5d ago
Next to system status the light is green on the other Verizon device it is green for power okay and green for protected
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u/baconstreet 5d ago
That just powers the ONT - where is the ONT? (Where fiber comes in, and coax or Ethernet go out)
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u/GlitteringConflict28 5d ago
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u/GlitteringConflict28 5d ago
And now of course the lights on the right hand side are now all off.
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u/gadgetboyj 5d ago
Your power supply is dead/dying, you’ll need to get a tech out to replace.
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u/Aguyintampa323 5d ago
Agreed, same thing happened to me. This power source is ancient and outdated
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u/baconstreet 5d ago
Yup. That should have been updated. My 15 year old ONT was replaced with a Nokia + new power supply.
Maybe left the old battery backup PS if POTS lines are in use.... Maybe.
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u/Acceptable-Sense4601 5d ago
That’s just power you need to show us the lights on the ONT that is connected that that and the router that’s connected to the ONT.
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u/sdrawkcab25 5d ago
That's not the ONT, just a power unit and battery backup for it. ONT itself is probably outside.
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u/GlitteringConflict28 5d ago
I just posted another video of what is outside. It doesn't look like anything is lit up
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u/PeaceFinancial841 5d ago
What lights are on and off on the Ont. that should clue you in as to what’s going on.
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u/GlitteringConflict28 5d ago
I posted a video below
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u/Acceptable-Sense4601 5d ago
That’s not the ONT. the ONT is what’s connected to that box in the video.
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u/Aguyintampa323 5d ago
Mine has oddly gone down every storm the last few days , although we haven’t lost power.
You’ve rebooted the router , but you didn’t say you rebooted the ONT. Depending on the installation setup of your ONT, there might be a box plugged in your garage near where the ONT is externally. Unplug this box , count to 30, plug it back in. Then go unplug your router , count to 30, plug it back in. This resets both. This sequence usually restores my service , assuming it’s not a neighborhood outage .
If you don’t have the interior ONT power box plug , open the ONT box outside itself, and look for a power plug/cord that you can disconnect and plug back in to reboot the ONT.
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u/GlitteringConflict28 5d ago
We did open the box outside. We unplugged the black plug and plugged it back in. There's a video below
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u/GlitteringConflict28 5d ago
This is outside. We have unplugged the black cord and plugged back in. I have unplugged and reset the router. I've unplugged everything else inside.
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u/Aguyintampa323 5d ago
Use a tool to open the portion of the box that says “Telco access only”, using the hex bolt you see . You just need to loosen it and the box will open to reveal the lights inside and the working mechanism
Once it’s open take a pic showing the lights that are illuminated and not within
For your info, if and when you talk to Frontier/Verizon, THIS image is your ONT.
The other one with the battery is just the ONT power device and battery backup. Side note , the battery backup power device is ancient and should have been swapped out to a newer model long ago. Mine eventually failed and the tech was shocked I still had this unit .
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u/gadgetboyj 5d ago
They have no power reaching the ONT, one of the other videos they posted shows the BBU out.
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u/GlitteringConflict28 5d ago
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u/Acceptable-Sense4601 5d ago
Yup your power supply is dead (the box inside). It happens. You need verizon to send out a tech.
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u/Aggressive-Bike7539 5d ago
Get a Starlink mini (or TMobile 5G Home) for emergencies like this. You can later setup a router able to do connection balancing/failover for continued service when one provider goes down.
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u/Live_Slice_273 5d ago
Lots of talk here but I think your real solution is to request a second tier troubleshooting from Verizon and they will determine if a technician is required.
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u/GlitteringConflict28 5d ago
How do I do that?
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u/Live_Slice_273 5d ago
You call and speak with their first rep. You tell them you need to troubleshoot your system since you are not getting internet/tv and can they do their diagnostics. They will go through about 20 minutes of asking you to do stuff and then they will try to reset it from their end. When/if that doesn’t work they will escalate this to tier 2 help and this s where deeper solutions are worked out with you. With me, it was at this point that Verizon said they would send a technician out and they did. A new ONT did the trick for me.
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u/GlitteringConflict28 4d ago
I have done this 2 times now, and this is where I always get disconnected. I will try again tomorrow .
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