How to install replacement Set-Top Box

[judia12000]

I received notice that my  set-top box will become obsolete in early December.  I was assured that the replacement would be easy to install and would not require a technician.  I received the new set-top box and am absolutely clueless.  I tried to give it a go and knocked out my internet and phone.  Fortunately, I got that back but it's absolutely infuriating that Verizon thinks everyone knows how to install this thing.  It's Thanksgiving today so I won't contact them until tomorrow but, no question, if they don't send a technician, that's it for me and cable and probably Fios altogether.

Has anyone else had this problem?  DId they send a technician??  I don't even know what piece of equipment this new thing is supposed to replace.

[clem21]

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@judia12000 wrote:

Thanks. Technician is coming tomorrow.  Was on the phone with customer service for an hour last night—accessed camera so he could see everything and no luck. Still have to wait til Dec 19 for installation of new box and router but, hopefully, I’ll have service again. Total nightmare having to work on an iPhone.

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Why not use the iphone as a hotspot for your larger computer? That way you can still use your device of choice and have an internet connection while you wait.

[judia12000 · Accepted solution]

Tech arrived--right on time--and has corrected the problem!   He needed to go out and get...something...but all is well.

I must say, I was an absolute mess over this and was determined to look for another provider.  Then, my call with the customer service guy on Thanksgiving night--his patience, his knowledge, and the fact he tried his best, staying on the phone with me probably an hour or close to it--made a lot of difference.  Roger, the tech who's here now, also convinced me that Fios is darn good.  He's pleasant and knows his stuff.

I still don't know why they sent me a new top-box that wouldn't work with my current router even if I did know how to set it up but whatever.   I guess I can overlook that...

Thanks to everyone who tried to educate this total tech-ignorant lunatic!

[clem21]

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@judia12000 wrote:

Tech arrived--right on time--and has corrected the problem!   He needed to go out and get...something...but all is well.

I must say, I was an absolute mess over this and was determined to look for another provider.  Then, my call with the customer service guy on Thanksgiving night--his patience, his knowledge, and the fact he tried his best, staying on the phone with me probably an hour or close to it--made a lot of difference.  Roger, the tech who's here now, also convinced me that Fios is darn good.  He's pleasant and knows his stuff.

I still don't know why they sent me a new top-box that wouldn't work with my current router even if I did know how to set it up but whatever.   I guess I can overlook that...

Thanks to everyone who tried to educate this total tech-ignorant lunatic!

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So, did he just get your old gear working, or did he get the Fios one equipment to work for you? Any idea what he replaced that got you back up and running? It might help others to know what went wrong.

[judia12000]

Apparently they had three routers since the one I had. Also a cable wasn’t working right—think he said it was bent? Didn’t install new set top box—that happens Dec 19th. He took away the big boxy thing and replaced  it with a small rectangular box.

[dexman]

The technician likely replaced the ONT (Verizon's fiber box) with a newer model. The new one probably looks like the one in the picture that Clem posted above. 🤔

[clem21]

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@judia12000 wrote:

No red lights. Everything’s dead. I have to use an unsecured network. No time on cable box. The customer service guy I spoke with at one point did something and said service might be interrupted but that was over an hour ago.  I’m a journalist with deadlines and I must have internet! I touched nothing. This absolute disaster. Have to leave here soon but Fios will hear from me tomorrow if it’s not cleared up.

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Just re-read your response. No phone would indicate a problem with the ONT outside of your house. If you have an old self powered phone look outside for a big grey Verizon box. One half will say customer side. Open that, look and see if anything is lit up. If so look for a Telephone jack with a phone cable plugged in near the bottom of the unit. Plug in your phone and see if it works. If not, there is a problem with the ONT. Find the powersupply, unplug it for 3 minutes, plug it back in and see if it works now.

Older ONT

Newer ONT