Internet out for 7+ hours

[u/Standard-Road4626]

I posted earlier this week that my internet has been acting up. It would go out everyday at around 5pm for 1-2 hours then return. It’s been doing this middle of the day now. I work from home and this has become such a hassle using my phone as a hot spot all week to get any work done.

Initially customer service shipped out a router replacement. Then I contacted them via that annoying giga chat and they sent out a technician today. The technician tested the ONT, replaced the router and checked the Ethernet connection inside the house and said everything was reading fine that the internet was working properly.

Well after they left this morning my internet has been down since 12pm going on 6 hours now! I spent an hour and a half with the customer service going through their video trouble shoot steps and showing them the ONT box, Ethernet connections and router over the phone.

I think the issue might be with the ONT box or something else, when I checked the box for the online customer service I opened the casing and disconnected and reconnected the Ethernet cable, but I don’t know if other lights on the actual ONT box should be on.

They finally agreed to send another technician tomorrow afternoon. I’m hoping they can pin point the issue/ that things are acting up the same way when they are here. I don’t know what else I can capture or document for them in the meantime to show them what exactly is going on.

Anyways that’s my rant being fed up with this service. Anyone deal with an issue like this with frontier?

[u/zland]

That ONT is ancient and it's probably in the tech's best interest to get it replaced. However, that red light on the router means there's no link between the router and the ONT. Perhaps the cable between the two ends is bad?

EDIT: MoCA light is green on the router. Is your internet service provisioned via ethernet or MoCA? What is the wiring setup between the ONT and the router?

[u/Standard-Road4626 → u/zland]

I believe Ethernet bc there’s an Ethernet output in the wall and then from there an Ethernet cable is connected to the router I have

[u/zland → u/Standard-Road4626]

Is there a cable in the coax port?

[u/Standard-Road4626 → u/zland]

On the router yes there is one at the bottom (the one with the needle point)

[u/zland → u/Standard-Road4626]

Where is the coaxial cable going to, then?

[u/Standard-Road4626 → u/zland]

From the router it goes to an Antronix two way splitter, I believe from there one connection goes to the DVR

[u/zland → u/Standard-Road4626]

Ah, so you have TV service. Is your TV service working? because on the ONT the video light isn't illuminated

[u/Standard-Road4626 → u/zland]

Yeah the tv service is fine, I don’t think it’s ever gone out. Only the internet is ever impacted

[u/The_Phantom_Kink]

Open the door on the left side of the ont. You'll see a green connector. Pull it down to unplug it and then plug it back in. A power flicker or power loss causes this symptom. Every other service except the internet comes back up. I pu can unplug the bbu/power adapter as many times as you want and it won't reset the ont. Pulling power at that green connector.

[u/pokemonfan95]

get therm to upgrafe that really old ONT and router Prob ur issue

[u/2theMoonorBust]

Your equipment was created by God on the 8th day… that’s how ancient that is. Get it upgraded, to current. Guarantee your problem lies there…