I learn something new every day about Verizon that makes me think I should look for something else. I have been on the FIOS internet for about two years now and just discovered that the battery back up unit has gone bad. I submitted a ticket for repair but got told the battery is MY probem. They could not even tell me what the manufacturer is or the specs on the battery other than 12 volt. So I guess that I will have to tear the thing apart to see what it is and then see if I can find an new one somewhere.
Has anyone done this ? do you know what the spec is on the battery?
The tech who responded to my email, told me the warranty was only one year. He couldn't supply me with any details as to the battery spec. So I decided that if I was going to buy a new battery that I was going to know the reason. I opened the box and put a meter on it and found that it was reading about 13.5 volts with the ac power connected. I then pulled the plug and set a timer to see how long it would last. In the past, it has exceeded 25 minutes before I just plugged it back in. However, this time it quit at 5 minutes. The meter was reading 12.6 volts. I found this a little strange so I plugged the ac power back in and waited until the system came back up. After a couple of minutes the battery was again reading 13.5 volts. I then pulled the ac power again and restarted the timer. To my surprise, it quit at exactly the same time and voltage reading. I repeated this cycle several more times, all with the same results. I then did what I consider the worst form of self punishment in the world. I called tech support on the phone. After the usual excrutiating process of talking to the stupid machine, I finally managed to get a real person. The outcome of that call is that a tech is coming to the house tomorrow morning. I just don't think the battery is the problem and I am glad that I didn't run right out and buy one.
I would agree that the battery should last a long time. This unit was installed about two years ago with just the internet. About three months ago, I had the tv added to the system. I asked the installer of the tv if it would be prudent to install a new battery and he replied that they just seem to last a long time and it should not be required. Over the past two years, I have tested the battery backup every couple of months just to make sure it will work.
What you are seeing is exactly how the system is designed to work.
I have had FiOS for well over three years now, and I knew from the very beginning that the phone was the only part of the system that stayed alive after a few minutes. It was in just about every document and piece of paper that I was given. Did you not receive any informational material? It is very clearly stated that the internet and TV are not powered after an electrical failure. And the documents also pretty clearly say that the battery will only power the phone for up to 8 hours or so, and the battery is your responsibility.
The tech's advice to get a UPS to power the BBU/ONT is very good advice. With a UPS, when power fails, the BBU will not know that the failure has occurred, and for however long the UPS is able to power the BBU/ONT, you will have internet and TV service.
This topic has been discussed ad nausem on many forums, if you don't have the documentation in house you can find info about the BBU on Verizon's websites, and you can go to other forums like dslreports.com. Here is just one example from a Verizon website:
From the link: "Note: The BBU provides power to let you make and receive phone calls during a power outage. It does not provide power to operate your Internet service or router."
Verizon FiOS TV, Internet, and phone
IMG 1.6.0, Build 06.89
Keller, TX 76248
I probably have that information right here in the house. But since I do not use the phone, it was never discussed. I guess that you are saying that the five minute backup of the internet and tv is a working function of the unit. It seems even stranger that the tech did not know about that and niether did anyone from the support staff tell me about it. Oh well, I guess I expect too much. I will just add another UPS to the house to run that unit.
Thanks for the input.
I'm not sure that you understand the issue completely. When I pull the plug on the system, the tv and internet continue to work fine for exactly five minutes. Then the tv goes out and the internet goes down. I wait several minutes and replace the ac plug. Within two minutes the tv and internet are back. Something keeps that thing alive for those five minutes. I guess the real test would be to remove the battery and then pull the plug and see what happens. Maybe the ONT has another battery in it that keeps things going for that five minute period. But for now I can't run the risk of fouling things up. In order to keep my phone system working (voip) , I intend to install an outboard UPS along with the three others that I have keeping the cameras and routers alive.
The issue with rebooting the ONT occurred after the tech had replaced the battery. Before he left, I noticed that the SYSTEM light on the BBU was not on.
It should be green when things are right. Even though that light was not on or was intermittent, the tv and the internet were working fine. After he did something in the ONT, the SYSTEM light came on green and remained on.
The tech told me that units like this have not been installed in over a year. Some newer equipment has taken it's place.
Hopefully, you can gain some info from this issue that may help others.
I appreciate your interest in the matter as well.