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.
Solved! Go to Correct Answer
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.
Welcome to the forums. You're talking mostly to other customers here.
The forum moderators might connect you to Verizon's social media support team. If you don't want to wait to see if that happens, you can tweet them @verizonsupport or pop over to https://www.dslreports.com/forum/vzdirect and post there. All of these methods will get you to the same team; choose based on your communication preference. The social media support team can be very helpful.
Since you've had an issue that support isn't doing well resolving, it might be time to contact Verizon Executive relations. They only get involved when normal support channels aren't working. You can reach them here:
https://www.verizon.com/about/our-company/leader/contact/916673
Good luck and Happy New Year!
Thank you. I have contacted verizon executive relations via the link you provided. Hopefully they can help resolve this as regular support channels (chat, phone calls) have so far been unsuccessful. Happy New Year to you as well!
In addition to executive relations, the moderator did escalate your issue to the social media support team. You'll have a private message with instructions in this forum. The social media support team is often better than the front line chat & phone people. You may want to give them a try, too.
Thank you. I have not received a private message yet but it is a holiday weekend. I’ll also try social media support team via Twitter.
Social media support team and DSLreports support team is the same support team on this Forum. They work normally during holidays.
The phone support is still 8am to 11pm today. But, that should be your last resort.
Thanks to all who responded. Verizon support reached out to me on dslreports.com. They aren’t sure what was the cause for the 3 missed appointments in succession but have rescheduled another appointment for next Thursday. Hopefully the technician will arrive this time. Happy New Year!
Sorry for the inconvenience. You can direct message the support team on DSLreports and Twitter.
@Ongba wrote: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.
Since you are doing business that would be normally done in a commercial setting, it is recommended for you to have Internet redundancy like a business would. In case Verizon connection is down, the second connection would be kicked right in. The same logic goes for battery banks and generators at a healthcare facility.
I can diagnose issue for you as well right now. What lights are shown green on your ONT? Make sure the NTWK and MGMT lights are green. If they are green yet you still don't have service, the issue may not be at your home, but rather in the upstream. Upstream troubleshooting requires more efforts and patience, unfortunately.
Thanks for your reply. I have green lights on power and Ethernet only. Solid orange on moca. No lights on any others.
Thank you. Your situation is indicative of layer 1 and 2 disconnection from Verizon network. The incoming fiber from Verizon may be broken. Unfortunately, it will take a tech visit and several days of waiting.
Can you give me a brief explanation of layer 1 and 2 disconnection? Thank you for your reply.
Layer 1 disconnection means the physical connection medium from your ONT to Verizon's OLT located in a regional distribution center is broken. Fios uses fiber optics cable. The fiber may be broken between the ONT and the OLT. This is indicated by an unlit NTWK light on the ONT.
Layer 2 disconnection means the data link between your ONT and the Verizon's OLT is broken. Layer 2 connection requires layer 1 connection. No layer 1 connection means all higher layers of connection cannot be established. Layer 2 disconnection is indicated by an unlit MGMT light on the ONT.
You can check the fiber connection too. If you are not familiar with the SC-APC connector, I would not suggest you to try that for two reasons. 1) You may break the equipment, which are owned by Verizon. 2) The electromagnetic radiation in the fiber is 1490nm for downstream, 1310nm for upstream, and 1550nm for TV video. These are near-infrared wavelengths, which cannot be seen by naked eyes. Despite it is rated at class 1 laser, staring at the beam unintentionally can damage the retina.
Thank you for your suggestion but that is way beyond my expertise or comfort level!
I am just thinking about optical fiber is not totally unrelated to radiology.
I am thinking about X-ray tubes used in CT machines. Cathode filament is heated to expel electrons. The electrons struck the anode and release ionizing radiation. This is kind of a reverse version of the photoelectric effect.
On the other hand, lasers in OLTs and ONTs are generated by diodes. The electrons go through the P-N junctions and emit NIR radiations.
I guess lots of things are interconnected.
@Cang_Household,
I was rereading your explanation regarding layer 1 and layer 2 disconnection. Does this mean that the issue is outside of my home where the ont terminal box is located and has nothing to do with the wiring inside my home? Thank you.
@Ongba wrote:I was rereading your explanation regarding layer 1 and layer 2 disconnection. Does this mean that the issue is outside of my home where the ont terminal box is located and has nothing to do with the wiring inside my home? Thank you.
In short, yes. Layer 1 and 2 refer to details of the various network communications protocols. Layer 1 is the physical connection of a cable or fiber with the ability to send data over it. Layer 2 is the next level up that starts organizing the data to control how it flows. There are other layers above these, all the way up to application layer protocols such as "HTTP." It's all about how network and computer engineers organize information and create building blocks for system design.
For a FiOS user, all you can tell from the lights if is if the fiber is connected all the way back to the OLT in the central office (NTWK light) and if it's talking to the Verizon system (MGMT light). If both are out, that tells us there an issue with the fiber somewhere. It could be as simple as a loose connector at your ONT, which is why I asked you to look at it. If it's not that, then it's an issue inside the Verizon network and the tech will need to find and fix it.
Thank you. I doubled checked all connections to my ont and none were found to be loose.
Thank you for your message. I double checked all the connections to my ont today and none were found to be loose.
That is possible if the fiber seems to be intactly connected to the ONT.
Does your neighboring Fios customers have the same issue? If not, the disconnection can be narrowed down to the fiber line feeding your house from the splitters on the street.
It appears my house is the only one affected. Thank you.
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