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  • Determine if Problem is With Inside or Outside Wiring If the problem exists on all your phones, the next step is to determine its location. Follow the appropriate test procedure, listed below, for either the NID or ONT depending on the type of box installed on the outside wall of your home.

    Test Procedures

    *Important Note The ONT includes a Battery Back-Up Unit, which is designed to use a 12-Volt 7.2 Ah SLA (Sealed Lead Acid) battery. Use of a different battery type is not recommended since other battery types may impact the performance of your Fios services. Verizon is not responsible for damages which result from use of an improper battery. Batteries may be obtained at or at a third party retail vendor.
    Repairs for outside wiring If the problem is with outside wiring you can use the Verizon Troubleshooter to diagnose the problem and request a repair if an issue is detected, and Verizon will fix it at no charge provided the issue is not due to customer action.
    Repairs for inside wiring or jacks If you have a problem with your inside wiring or jacks, you can fix it yourself or hire a provider of your choice, or you can use the Verizon Troubleshooter to diagnose the problem and request a repair if an issue is detected. A service charge will apply for Verizon Repair assistance. Inside Wire Maintenance If you have Inside Wire Maintenance, costs for repairing your inside wiring may be covered by your plan.   Fios® Phone Service may not be available in all areas.

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