fios outage no phone/tv/internet on hold for 2 hours +
mpsme
Newbie

was told 7 to 10 min wait.

no phone/tv/internet on hold for 2 hours +

have to use cell phone and hotspot for internet.

Is there any real people at verizon?

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Correct answers
Re: fios outage no phone/tv/internet on hold for 2 hours +
smith6612
Community Leader
Community Leader

Keep in mind that there may also be a higher number of outages due to a Nor'easter which hit the Northeastern states. This may be causing an additional amount of volume to the call centers and chat support than normal.

If services haven't been restored yet, check the Status Lights on your ONT. They will tell you what's wrong. If you see the FAIL light lit, and Network and Management are lit, there may be a problem more upstream. Regardless, though, give your ONT a power cycle by disconnecting both the battery and the AC Adapter for the power supply, then re-connect.

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Re: fios outage no phone/tv/internet on hold for 2 hours +
jonjones1
Legend

@mpsmewrote:

was told 7 to 10 min wait.

no phone/tv/internet on hold for 2 hours +

have to use cell phone and hotspot for internet.

Is there any real people at verizon?


Nights and weekends you will get foreign support. 

If you call between 8 am till 5 pm EDT you will get an American support person from the Virginia call center.

Re: fios outage no phone/tv/internet on hold for 2 hours +
smith6612
Community Leader
Community Leader

Keep in mind that there may also be a higher number of outages due to a Nor'easter which hit the Northeastern states. This may be causing an additional amount of volume to the call centers and chat support than normal.

If services haven't been restored yet, check the Status Lights on your ONT. They will tell you what's wrong. If you see the FAIL light lit, and Network and Management are lit, there may be a problem more upstream. Regardless, though, give your ONT a power cycle by disconnecting both the battery and the AC Adapter for the power supply, then re-connect.

Re: fios outage no phone/tv/internet on hold for 2 hours +
FuriousWithFIOS

Now spent over 1 hour on hold, after a useless 50 minutes going through online "troubleshooting" and various screens obviously meant to just frustrate you into giving up.   All three services down at 6 pm on Tuesday night - and NO ONE to even report a problem to.   

I have literally been on hold to tech support for 1 hour 11 minutes - this is one big fat LIE of "customer support."

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Re: fios outage no phone/tv/internet on hold for 2 hours +
kh-gary
Moderator Emeritus

In order to keep discussion on the community current, this topic has been locked to prevent new replies. If you have a similar question or issue that you wish to discuss, then please feel free to post a new message on the most relevant board. Thanks!

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