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Ongoing outages that require ONT Reboot to fix

Posts: 2
Registered: ‎10-05-2022

Ongoing outages that require ONT Reboot to fix

Message 1 of 2

Hi - I've been having trouble with my Fios 1 Gig internet service since March.  Basically, the internet dies on it randomly - usually once a week and the only fix is to power cycle the ONT.  

I've tried 3 different routers, same issue including the Verizon supplied one (goes to yellow circle)

Verizon has been to my house 6 times now, replaced all of the wiring, 2 new ONTs, 1 or two new power supplies (and I have plugged it into different power outlets), they changed the fiber I was on to the hub, the shelf I was on at the CO and the PON channel within the CO, and it still happens.  No visual indication on the ONT that there is a problem when this happens, live TV keeps working. 

I am occasionally able to reboot the ONT using the Fios app, so its still receiving. 

I've resorted to actually getting another ISP to fail over to now - so I have just the G3100 hooked up along with the STB to it, and I am going to wait for it to fail again so they can come to the house and see it failed.  I work from home so I can't be without internet for days. 

I will note today that I made an interesting observation, it seems to only be IPV4 - IPV6 kept working, even when I put their router in place while it was broken - the G3100 got an ipv6 address/prefix but no IPV4 lease for 20 min.  Usually I'm able to switch between devices with no problem (not having to restart the ont).  Restarting the ont did fix the IPV4 access of course.  

Verizon's chat support is not built to handle this issue, they just roll a truck, but of course when the truck is here, everything is working so they can only guess at what the fix is.  So I've been in this loop of not getting it fixed but getting no answers out of Verizon.  I did contact their corporate office, I've been very patient yet even they have stopped communicating with me. 

Some on other forums have just blamed me, I must be doing something to break it!  But what? If I was, why would they send 6 techs out at their expense if I was doing something.  I don't do torrents or bitcoin or anything out of the ordinary. 

So if someone at Verizon could escalate this to someone within Verizon that actually knows how the system works, I'd really appreciate it.  Thanks. 

Moderator Moderator
Posts: 12,070
Registered: ‎03-18-2013

Re: Ongoing outages that require ONT Reboot to fix

Message 2 of 2

Hi ntsecrets,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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