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FiOS Internet

Checking the service at the Optical Network Terminal (ONT) There are two hardware items that were installed when your residence was set up for FiOS service:
  • Optical Network Terminal (ONT)
  • Battery Backup Unit (BBU)
  1. Have you verified that the ONT and BBU are both receiving power?
    • Yes: Go to step 2.
    • No, I haven't verified if either device is receiving power: It's a good idea to check both the BBU and ONT to ensure they are in working order before proceeding with the steps on this page. If you suspect your phone issue is due to a power outage, go to Checking the BBU for power. Otherwise, verify ONT is getting power.
    • I've checked to ensure the BBU has power, but I haven't checked the ONT: Verify ONT is getting power.
    • I've checked to ensure the ONT has power but not the BBU: If your ONT has power then it is unlikely your phone issue is related to the BBU, go to step 2.

  2. Is there currently severe weather in your location or is there a loud hum on the line?
    • Yes: Although the lines are grounded, do not attempt to open the ONT or test the lines during rain, thunderstorms, or other hazardous weather conditions. If there is a loud hum on the line, do not test the ONT. Contact Verizon.
    • No: Go to step 3.

  3. Use a flat-head screwdriver and open the cover of the ONT. Remove the wire from the phone jack.
    Image depicting an open Optical Network Terminal
    At left: An ONT with four (4) phone jacks. The model installed at your location will look similar but may not be identical to the picture shown here.
  4. Plug a corded phone into the phone jack and make a call to a local non-FiOS phone number. Do you still have the phone issue you are trying to troubleshoot?
    • Yes: The problem appears to be an issue with the phone line and not your equipment. Visit the Verizon Repair page for assistance.
    • No: Go to Step 5.
  5. Upon completing your troubleshooting procedure, screw the cover back on the ONT.
What if I live in a multi-unit dwelling and don't have access to the ONT?
In some multi-unit dwellings, you may need to gain access to the ONT by contacting your building manager or landlord.

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