Child Item

Site Totals

61431 Questions Answered 270 Categories

Stuck without FiOS internet access for 2 days?

So I am hoping someone has an idea I can try other then just waiting for 2 days. Here is the story.

Yesterday, 10/15/13. I spoke with a Verizon Agent and requested that the ONT's port would be switched from Coax to Ethernet, I already have Ethernet cable in place. The agent was very helpful and said it was no problem. He sent the request to the central office and had them make the switch. After a short delay he came back and said that there is a pending order (A switch in services for internet speed and an addition of local channels) on my account and the switch could not take place until the pending order was completed on 10/18/13. I said that this was no problem as long as the Coax port could still be used in the mean time, he assured me that it would still work and that the switch would occur automatically on 10/18/13 @ 8pm.

Unfortunately neither the Coax or the ethernet port is working and we are without FiOS internet access.

Today, 10/16/13, I called in to speak with another agent to see if I could get this resolved and at least get internet access. After telling the agent the above story he said that the internet has been disabled on both ports while the computers and working on making the switch to ethernet. I then asked him if there was anyway to expedite or cancel the pending order so that I can get internet access back in any form at all. The agent then requested my phone number so that he could call me back after getting in touch with customer service. 30 mins later I received a call back and the agent told me that there is nothing that can be done because the pending order is stuck in the computers.

Does anyone have any idea if this is accurate? Or any ideas for a solution or do I just have to wait?

Comments

logan81

Before you do anything I want to ask if you are getting ether wan light on the verizon router. Either WAN COAX should be lit or WAN ETHERNET should be lit.

typically DATA is going to be assigned to one of those ports. It may be accurate that the order they placed screwed something up. Normally they don't have to place an order to switch a port. It is possible that the Ethernet port on the ONT is defective and that is why it did not activate when the system tried to swap it. I think you ought to call tech support back and ask for a dispatch to repair, because unless something majorly went wrong with that order you should still have internet until that order goes through. It is possible that when you call in a network technician will be able to fix it remotely.

I still wonder why they were placing an order at all just for a port switch.

logan81

except now I am probably going to answer my own question. Certain models of ONT's cannot have their ports switched, in which case a technician would have to be dispatched to install a new ONT, once that order is placed the system puts the data circuit into "pending ONT install" basically it is waiting for the new ONT with the serial number to be there and if that is the case then you would have to have a technician out to install a new ONT. I don't know what your situation is so I would go with what the agent told you since he did spend 30 minutes on the issue and wasn't able to resolve it. Sorry it happened to you, hope they get it solved for you sooner if possible.

Anti-Phish1

@logan8 wrote:
Certain models of ONT's cannot have their ports switched, in which case a technician would have to be dispatched to install a new ONT,
That only true for the Alcatel 210 and 211 ONTs which do not have MOCA WAN.
Since the OP was on coax, that's not the case.

logan81

I know he has moca. But if he has the 611 then it wont take a remote port swap and he would need a tech out anyways. It is still my guess (again we don't know the details) that they put in an order for a ONT install otherwise the order should not have caused a problem with the existing service.

Child Item