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Verizon is driving me nuts

Lightjumper
Newbie
‎05-31-2025 09:30 AM

My Fios Setup Has Become a Confusing Mess

I’m both a business and residential Fios customer. I have:

  • Business Fios Internet

  • Residential Fios TV and phone

  • Two ONTs, which seems to confuse Verizon every time I need support.

Background

About 18 years ago, Fios TV wasn’t yet available in my area, so Verizon installed ONT 1 for Business Fios Internet. During that install, they also moved my home phone service to ONT 1.

A couple of months later, residential TV service became available. Verizon installed a second fiber line and set up ONT 2 for my residential services.

Fast forward to around 2023 — ONT 2 started having issues. Verizon replaced it with a newer ONT-C box, which was great.

A couple of months later, I accepted a speed upgrade on my Business Internet plan. A technician was scheduled to visit. Right before the tech arrived, my internet service went down.

Once onsite, the technician was confused about my dual-ONT setup. After some coordination with the local POP, they discovered that Verizon had moved my Business Internet from ONT 1 to ONT 2 (the newer ONT-C), because the upgraded speed required newer hardware.

After some configuration, I got everything working — including my set-top boxes — via my Unifi router. Everything’s been running smoothly since:

  • ONT 1: Still has my residential phone service.

  • ONT 2 (ONT-C): Now has Business Internet and Residential TV.

    • Internet comes through Ethernet.

    • TV is working via a MoCA adapter on the Business Internet connection.

Current Problem

About three weeks ago, my set-top boxes (STBs) started warning that I needed an upgrade. We also lost On Demand access.

I checked my residential account, which confirmed I needed to replace the STBs. Verizon is also forcing a new router on me — which I don’t use, since I use Unifi.

I placed the order. The router arrived two days later, but no STBs — it's now been a week.

I started a support chat. The agent told me there was some error involving a switch from MoCA to Ethernet, and said they could upgrade my internet and services at the same price, and send a tech to install the STBs, etc.

I tried to explain that I don’t want or need internet through my residential account because I already have Business Fios. The agent didn’t seem to understand and kept pushing the new setup. Eventually, I said no thanks, asked them to cancel any changes, and ended the chat out of frustration.

I also requested a support call-back an hour ago — no response yet.

What I Need

Right now, I:

  • Have no working On Demand, and

  • Still need to replace three residential STBs, but

  • Don’t want to risk breaking my Business Fios connection.

I suspect ONT 1 may need to be upgraded, and ideally, they would move residential TV to that ONT, but I’m afraid that’ll break everything again.

  • ONT 1: ~18 years old, possibly an ONT A/B model.

  • ONT 2: ~2 years old, supports 1 Gbps speed.

Any advice on how to get these STBs replaced — and On Demand restored — without disrupting my Business Internet would be much appreciated.

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