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FIOS service disruption - no cable, no dial tone, no internet
proxli
Enthusiast - Level 2
‎09-02-2009 01:40 PM

My FIOS completely went out sometime this morning. No internet, no tv connection, no dial tone. It was fine hours earlier (at least internet and TV). This has happened twice before, late at night on a weekend and was always restored within an hour or so. It was out at least a couple hours this morning before I game up and left to go to work. (I was at home working on a thesis dissertation.)

Details: I tried to connect to the internet from multiple computers, wireless and wired, using multiple browsers. I forget the router, but it is Verizon's. The STB has power; it displays the clock, and flickers when I turn it on - it also had the red dot on as if it was recording a program (there was a recording scheduled but I have no idea if it recorded). The display on the TV is (if I remember) a small blue box saying the channel was unavailable. The phone gets no dial tone. I didn't think to check the ONT in the closet of my apartment, so I will do that when I get home (in about an hour). If the service is restored, then I'll post that. If not, then I'll post nothing until thursday or friday (since I won't have access at home). I plan on trying to reset the ONT.

The chat person on Verizon offered some things to look for, like check the power light on the ONT. They could not connect with my STB from where they were, and I cannot do this on TV Central either (the message is STB not responding).

Any advice anyone? Other things to check and reset to get back up? Similar experiences? Thanks.

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Re: FIOS service disruption - no cable, no dial tone, no internet
prisaz
Legend
‎09-03-2009 01:07 AM

I had my ONT lock up once in like 5 years. Required a cold boot. First try to cycle the power on your router if you have not done so. Second post more information on the light indicators for you ONT and router. Third you could attempt a cold boot of your ONT by unpluging the power plug from the battery inside your battery backup, and unpluging the ONT power supply from the power outlet. Wait a few minutes and the plug it back in. The ONT should go through diagnostics and then establish a connection. After a reboot of the ONT, you may also neede to cycle power on your router again.

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Re: FIOS service disruption - no cable, no dial tone, no internet
CharlesH
Specialist - Level 1
‎09-03-2009 10:44 AM

If you are having issues like this, PLEASE DO NOT REBOOT THE ONT YOURSELF.  I would advise you to call into the FSC and have a Network Technican check the ONT's logs.  We can see alarms that the ONT is generating in its logs which may indicate that the ONT needs to be replaced. If you were to reboot it, the logs may be erased.

As far as Proxi's issue, I will be in contact with him/her.

-CharlesH

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Re: FIOS service disruption - no cable, no dial tone, no internet
CharlesH
Specialist - Level 1
‎09-03-2009 11:13 AM

Update: Here's another reason not to do this...may not even be your ONT...could be and issue with at the hub or another piece of equipment!

Currently a service outage for that area.

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Re: FIOS service disruption - no cable, no dial tone, no internet
prisaz
Legend
‎09-03-2009 02:01 PM
@CharlesH wrote:

Update: Here's another reason not to do this...may not even be your ONT...could be and issue with at the hub or another piece of equipment!

Currently a service outage for that area.

Ok I was bad. Bad advice. What Charles said is very true. But if the tech support personel connot comunicate with the ONT they may ask you to do it. And then it could be a good thing. Rebooting the ONT could hinder the trouble shooting process if there are other problems. Smack my fingers Charles.Smiley Very Happy

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Re: FIOS service disruption - no cable, no dial tone, no internet
CharlesH
Specialist - Level 1
‎09-03-2009 02:22 PM

I would never do such a thing....

=P

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Re: FIOS service disruption - no cable, no dial tone, no internet
prisaz
Legend
‎09-05-2009 11:26 AM

"no cable, no dial tone, no internet" could prevent you from contacting support. But then again if your were reading this, you must have something. I wonder how many users participate in this forum over wireless. Some times I give bad advice and sometimes I don't. Hey you could not reach my fingers from there.

[edit]

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Re: FIOS service disruption - no cable, no dial tone, no internet
ElizabethS
Moderator Emeritus
‎09-05-2009 12:59 PM

Hey you could not reach my fingers from there.

But I can.  Smiley Very Happy

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Re: FIOS service disruption - no cable, no dial tone, no internet
prisaz
Legend
‎09-06-2009 04:47 AM
@ElizabethS wrote:

Hey you could not reach my fingers from there.

But I can.  Smiley Very Happy

Ouch my fingers hurt. I guess it was (edited) my tag is gone. I there a way to see who tagged a message? I will go back and look at tags some more, because I must have missed that.

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Re: FIOS service disruption - no cable, no dial tone, no internet
platgold
Newbie
‎09-08-2009 03:50 PM

in all likelihood, you are having some kind of power issue. check to see if the outlet the ont bbu is plugged into is not on a timer of some sort or a switch that you are turning off for the night. the backup battery unit is only good for a few hours without power and will only power dial tone, no internet and no television once power to the bbu is interupted.

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