Internet light is orange and internet doesnt work

[pacheco1203]

Since yesterday the internet light on my verizon router has turned orange and i cannot connect to the internet. Can anyone help me?

[smith6612]

Do you have any other services, such as TV and Phone with the FiOS Internet service? Are those two services working correctly?

I'm also curious if you have tried giving both the router and the ONT a reboot to see if that kicks them back into gear.

[pacheco1203]

I have verizon tv phone and internet. How do i reset the router and ont?

[smith6612]

Just switch the router off using the power switch in the back of it. While it's off, go to your ONT, and disconnect the ONT from AC Power. From there, locate the Battery Backup Unit for the ONT, and disconnect the Battery. Give the ONT 30 seconds without power, and then reconnect the battery, and finally, the AC Adapter for the ONT. Make sure TV service and Phone Service is working, and then turn the router back on. See if it comes online.

[pacheco1203]

Where is the ONT? Will this mess up my phone or tv service?

[smith6612]

The ONT is either in your basement or outside. The AC adapter and Battery Backup Unit will be inside somewhere near the ONT. When you power cycle the ONT, it will disable the phone and TV service until the ONT starts back up. If you want, you can have Verizon try to reboot it from there end first before you try cycling it if you're uncomfortable with doing this. They might be able to spot other issues that are preventing the router from connecting.

[pacheco1203]

Thanks but i am going to call verizon to do it for me because i do not want to mess anything up

[smith6612]

That's fine. Let us know how everything goes with getting service restored.

[pacheco1203]

Do you know what is the phone number i can call to ask about this?

[smith6612]

1800VERIZON is the phone number to dial, typically. The phone menus should be easy to navigate from that point. Just remember to speak clearly if you have no option to enter in information using the phone's keypad.

[Hubrisnxs]

The ont reboot is easy should take less than a few minutes. I usually unplug my router first. Then do this http://www.dslreports.com/faq/16357. Then plug the router back in.

[bietler11]

My internet light is also orange/amber and no internet.  I power cycled the router and ont and still nothing.  I called Verizon and they had me go through all the same steps (it took at least an hour disconnecting, waiting, reconnecting, repeat...) and it still does not work.  They said my router is bad and they are sending a new one.  I'm a little suspicious about this because the router is only one week old and had been working fine.  I'm betting it is an IP issue.  We'll see when the new router gets here I guess.

[defjab42]

I had same issue...Called 800-verizion , they rebooted ONT...I have 2 routers had to reboot my internal router as well after ONT reboot and got back on line. Waited about 30 minutes to speak to someone...guessing a bigger issue is going on. Issue has been going on for a couple of days. Everytime when the IVR reset my connection, it would restore by the time I got an agent.

[ctorres2167 · Accepted solution]

Smith6612 that worked perfectly!!!!! Unplugged router and backup battery disconnected the battery from inside. Left it unplugged for 2 minutes. Connected everything and everything works fine.

[smith6612]

---

@ctorres2167 wrote:
Smith6612 that worked perfectly!!!!! Unplugged router and backup battery disconnected the battery from inside. Left it unplugged for 2 minutes. Connected everything and everything works fine.

---

Glad to hear!

[ElizabethS]

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.