I lost all Fios services (internet, tv, and phone) on 12/24/20. I went to online chat and the tech support representative tried to reboot my ont terminal several times without success. He issued a ticket and scheduled an appointment for 12/29/20 10:30 am-12:30 pm for a tech to come out and inspect my ont terminal. The tech never showed up. I went online again and a customer service agent scheduled a second appointment for 12/30/20 8 am-12 pm and again the tech did not show up. I called and spoke with another customer support agent who scheduled a third appointment for 12/31/20 1 pm-3 pm. I asked for confirmation that the tech would arrive as I didn’t want the same outcome as the first two appointments. The customer service agent stated that she spoke with the dispatch supervisor and the supervisor stated that the tech would not miss the third appointment. However, the tech did not show up again. On each occasion, I received automated texts in the morning on my smart phone reminding me of the scheduled appointments but no one ever showed. Is this a common occurrence for technicians to not show for multiple appointments without further communication/updates? Does the online community have any additional suggestions as I’m uncertain what to do next. I am a radiologist who interprets a significant amount of cases from home and needs High speed internet in order to do so. Many thanks.
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Thanks to all who responded with helpful comments and suggestions. The technician arrived and replaced the ONT which had shorted out. He also replaced removed the battery backup unit and installed a new power source.
Usually the phone technical support or the chat technical support would put in a note for the field technician. Have you describes the ONT lights to the chat technical support? The note can be useful for the field technician to troubleshoot the problem faster.
Thanks to all who responded with helpful comments and suggestions. The technician arrived and replaced the ONT which had shorted out. He also replaced removed the battery backup unit and installed a new power source.
As Cang_Household noted, the lights indicate a complete disconnect from Verizon's network. The only other thing you can check yourself is to make sure the fiber didn't get unplugged from the ONT. This may be as simple as re-seating the fiber; but I doubt it. Still, worth checking since you've been out of service for days.
Thank you for the suggestion. I checked it and as far as I can tell, the fiber doesn’t appear to be unplugged from the ONT.
I'll also add that some of us users may be able to help. To start, do you know where your ONT is? Can you check the status lights on it and report back? That will give us a clue if the problem is on Verizon's side or in your home. The more details you can provide, the better. Pictures are great, too!
If all the lights are out, double check the power supply is plugged into an active outlet. Make sure the circuit breaker hasn't tripped.
Hi Ongba
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