loss of internet, need to reboot box on wall as well
lizzybb
Enthusiast - Level 1

I spent about an hour this morning talking to customer support to figure out why I suddenly didn't have internet at my house.  I was asked to reboot the router, to check lights, they downloaded some update, but nothing worked.  Eventually I was asked to reset the router to factory default, which still did not fix the problem.  Then I was told they would have to send a technician, but they could not do so until tomorrow.  While at work, I was told by a co-worker if I had also rebooted the Verizon box on the wall.  I said no, even though I spoke to 2 support agents, neither of them asked me to do that.  So when I came home, I rebooted the box on the wall and everything worked!  I'm posting this to help anyone who is having this same problem.  I wasted a whole day without internet over something that I could have easily done in a few minutes.  I hope Verizon passes this bit of information to its support staff, as it will save customers' time and avoid sending out technicians for something so simple.

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CRobGauth
Community Leader
Community Leader

This is mainly a peer to peer support forum.

Do you have any other services besides internet?

If so, were they affected?

Generally, support can see the status of your ont (the box on the wall).

Did you happen to check the status lights on the ont before you reset it?

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lizzybb
Enthusiast - Level 1

I only have internet, but when I opened the ont, I saw that all lights were solid green.  Support told me that they could see a problem, but never asked me to reboot the ont, only to reboot the router.

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CRobGauth
Community Leader
Community Leader

Surprising.

I believe they can reboot the ONT remotely.

Wonder if they did and it didn't help so they didn't mention it.

Or just forgot to try it.

Glad you were able to get back in service.