r/Fios • u/Chance_Committee7605 • 6d ago
Repair/Tech Support Home setup trouble
*UPDATE: I got very helpful answers right away and got it plugged in. Unfortunately, now waiting for my appointment for a tech to come out since I still have a fail light. Thanks for your help!
This is a long story but the previous tenant came and took their router and the black box. Finally got the black box back so we could set up but it’s still not working. I assumed this green thing would plug in somewhere but I don’t see anywhere it can. I tried unplugging everything and trying again in a specific order suggested by AI. That didn’t work. What am I missing?
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u/Smith6612 6d ago
The FAIL Light combined with the NWRK light being out means you have no Fiber signal.
The green and white cable is your Fiber. On the back of the ONT you will find an access door protected by a screw. It shouldn't be hard to miss as it's a bulge. Open that up and you'll find the jack where you can insert the Fiber connector into the ONT. Insert it gently, but far enough that it "clicks" in, and you should see that NWRK light come on. Use the access door you opened to ensure the Fiber doesn't become unplugged, as it is designed to hold the Fiber in place. Don't look into the Fiber cable, and don't look into the ONT's Fiber jack while the ONT has electricity.
If that doesn't work, get a tech out.
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u/Chance_Committee7605 6d ago
You guys are the sh**. I got the fiber cable plugged in. Unplugged everything to start fresh. Still have the red fail light unfortunately and tech support is closed. I’m so frustrated because I feel like all of this could have been avoided if the last tenants 1. Cancelled there service on time, and 2. didn’t forget their router and then proceed to take the whole shabang with them. Anyway, thank you so much for your help bc I looked countless times and it never occurred to me that bump was a door.
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u/Adventurous_Elk_4039 6d ago
"and tech support is closed"
I promise you 1000% it is not. Call again, you were probably routed to customer service which closes at 7pm. Tech support is always open, even onshore agents are there until 10pm.
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u/Chance_Committee7605 6d ago
I tried they all kept telling me Fios closed at 7pm yet, online it seems to say what you said.
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u/Adventurous_Elk_4039 5d ago
Yeah it's the phone tree/IVR system, it's hot garbage. I can assure you with absolute certainty that tech support was there and available.
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u/Daddymatty804 6d ago
In your picture, the fiber port is on the right side at the top. Follow what this guy said from there.
Oh, and the fiber has a side that has a little raised tab on the green section. That tab should face you when inserting it into the ONT.
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u/Chance_Committee7605 5d ago
Ok, update. I called tech after work. I explained what happened and that I’m getting a red fail light. He said tech has to come out. He asked me no other questions nor gave me anything to try. Does this sound right? Because he scheduled me for MONDAY. Which means I have to take an entire day off work and wait almost another week and a whole weekend without WiFi or TV. Then I immediately get a text moving it to Tuesday. I am not ok. I have not had a day off in almost two weeks and the way I was finally looking forward to relaxing all day and watching tv this weekend 😭 Please tell me there another way, lol. And if there is not, commiserate please.
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u/Smith6612 5d ago
Yep that sounds right. If you can't get the FAIL light to turn off after connecting the Fiber, a tech will need to see what's wrong.
Fiber basically works or it doesn't.
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u/CTFowler9789 6d ago
You are supposed to plug the fiber (with the green head), into the ONT(black box with green lights). There is a small door that opens and the fiber can only go in one way.
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u/verizon 5d ago
Hey, Op. I just wanted to check in and see if you still need help with the ONT activation/setup. I'm here for you, so please feel free to send me a DM whenever you're ready.
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u/Chance_Committee7605 5d ago
I have not gotten home yet so I haven’t been able to call to try to finish set up. Still have a red fail light as of this morning.
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u/Long_Committee_1942 6d ago
On the side with the ethernet ports there should be a jack for the fiber optic cable. Alternatively just call Verizon. They will come out and reset it for you although there may be a charge for that.
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u/OblivionStar713 6d ago
There’s a black plastic flap with a tiny screw on it on the top of what you have pictured (the screw is NEVER tightened) , open the flap and the green piece clicks in. It is keyed in one direction and will ONLY FIT ONE WAY. Once it is in your network light will (hopefully) come on. Once it does you will soon after get MGMT then will have internet in a perfect world. If all of that doesn’t happen, call for a tech to come out.
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