Fios Outage
pjatin24
Enthusiast - Level 2

I live in Halethrope, Maryland (21227) and we have major internet outage. We have a community forum and around 155 houses are out of internet after we had a power outage 2 months afternoon. 
When we call to report, The customer service runs tests and routine troubleshooting then concludes only my service is out and they don’t have any reported outages in the area. No matter who calls but all get the same answers no tech is on call and no one can come out till Wednesday, December 28 due to the holidays. 
this is ridiculous for this big company not to have on-call tech or they don’t see it in their systems (one of the community members called them liars and said they don’t want to come and don’t care about us) 

I think the service is good but customer service is really bad.
I work from home and I had to go to my in-laws home to continue working. Plus need internet for kids iPads and other devices. 
I hope Verizon can identify the outage and fix it soon. 

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Cang_Household
Community Leader
Community Leader

All Central Offices have diesel generator backup power. The upstream equipment should not be affected by a power outage.

What are the lights on ONT? Does the red FAIL light come on? If so, there's something going on with the fiber on the street. What was causing the power outages? High winds? Blizzard conditions?

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pjatin24
Enthusiast - Level 2

Not sure if it was high or low voltage. Initially, it was fluctuating but high winds caused the power outage for about 2-3 minutes, the power came back, but Internet was out and still not restored. 

My ONT has solid green light, also tried app troubleshooter, then have this trouble shooter and all this time the ONT was solid green. Ask for help desk this is our personal problem and not the outage but if you look at my screenshots we’ve been talking in our community and it’s a big outage for Fios. Also have this said they don’t have on-call tech, which is a lie because we saw bunch of rain driving around during the past two days. 

Finally this morning, the Fios ticketing system when we checked,  it tells you that there is an outage, but we spent Christmas Eve and entire Christmas day without the Internet that cause no TV, no streaming for kids iPads, and other stuff.

I work from home so I had to go to my in-laws home on Friday and I still have to go there to do some work because I cannot  work on personal hotspot

for my ticket they’re saying they will come on Wednesday and fix it because again they don’t have a on call tech. Our community chat has about 300 homeowners and I can guarantee you that about 155. Also are without Fios not just our community but there are some people across the street in the other neighborhood. You also have the same issue.

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Cang_Household
Community Leader
Community Leader

Could you take a well-lit picture of your ONT lights? I mean all of the LEDs. Also, please ask your neighbors to take pictures of their ONTs as well. Please blockout the ONT serial number. Thanks.

We need clues here to troubleshoot.

pjatin24
Enthusiast - Level 2

I don’t have proper tools to oAll Posts pen the box and I have posted in our group chat, but no one has responded yet

 

I also got response from Verizon 

 

Hopefully they can fix it, but they keep extending the date

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pjatin24
Enthusiast - Level 2

Also, my apologies for typo, I use talk to type but should have checked before sent it

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