11-25-2012 05:52 PM
Recently we had a major power outage in my area, and when the power came up everything came up but FIOS. So I checked the ONT and saw that the Power light was blinking. Switched the power cord from one outlet to another, still blinking.
Hmm strange, tried with a lamp the lamp would turn on.
So I opened up the top half of the ONT and saw that the Power Supply with the OK light was off. I disconnected it from the black cable and ran it to another outlet... OK light wouldn't turn on.
Checked the battery, pressed the "Emergency Battery" button and the ONT would power on for a while (no internet though), so the PSU is dead. Called support and asked "Okey, what's dead is the Power Supply, not the battery, not the ONT, just this Power Supply, can I just have someone exchange it? or can I go to a store or something similar and have it replaced?" "No, you'll have to wait for the technician to change it" "But the next one can only see me in ONE WEEK, this part doesn't even take 5 minutes to exchange..." "I'm sorry but there's no way".
Really? How stupid is that? I'm doing all the work, diagnosed what needed to be done and is just exchanging that PSU. If it was the battery I would buy it myself and install it, but the PSU are carried in Verizon trucks by the truckload. A resource is going to come home in a WEEK and just do an exchange. Can't I just go somewhere with the defective piece and have a new one exchanged? This whole experience to me seems very inefficient.
Also, I got Verizon installed one MONTH ago and already the piece was fried? Wow
11-26-2012 05:17 AM
A week does seem like a long time, but what Verizon is obligated to do depends upon what services are provided via the ONT. If all you get is Internet and/or TV, these are unregulated/untariffed services, and Verizon can take as much or as little time as the traffic will bear. All you can do is complain to Verizon, where it is likely to fall on deaf ears and.or take your business elsewhere.
It is an entirely different story if you receive telephone service via the ONT. Telephone is a tariffed and regulated service, and in general the tariff and the Public Utilities Commission in your state sets service standards which tend to be quite high. Barring a Disaster Declaration, a week is probably well outside the service standards mandated, and you can and probably should file a complaint with the Public Utilities Commission in your state. I can assure you that such complaints DO get Verizon's attention in part because they actually do have to answer them, and explain why they are unable to meet the tariff/PUC requirements.
Either way you are probalby entitled to a service credit if the service has been out for more than 24 hours.
11-26-2012 06:18 AM
Record all conversations and dates.
When you get your service restored contact Billing and request a Pro-Rate Refund for the period you were out due to a ONT Power Supply failure.
11-26-2012 02:12 PM
I just think it's incredible that something so silly that is just exchanging a part (like a cable) would need to have a technician scheduled.
For comparison sake, if my Ethernet cable is defective I think its ridiculous to wait one week for a technician to come and give me a cable.
11-26-2012 02:55 PM
The ONT power supply is a bit more complicated than an Ethernet cable.
It has to be dismounted from the wall but most impoertantly it is hard wired to to ONT. That wiring must be done correctly or the person can destroy the ONT.
While one week is long, I can see the need for a technician to perform the action.
01-03-2013 01:16 PM
Have the EXACT same problem. Power outage and the ONT power supply unit dies. The battery supply works for about 8-10 hours and then the battery dies. We had this exact same problem about 2 months ago. Verizon came out and replaced the entire unit.
Last night we had to shut the power off on the circuit breaker to replace a light switch and the ONT power supply unit died again. Called Verizon tech support and they said the unit is running on battery power only. Asked me to test the plug. The plug worked, just the electric supply for the ONT was burned out.
So the question here is do these units just burn out when the power goes out?