Support Service Outage Information

Experiencing an outage?

If you believe your service has been impacted by weather related issues resulting in a power outage or are only experiencing issues with your Verizon services, please see below for more information on tips to resolve.

If you are looking to check the status of an existing repair request or are looking to update your request please visit verizon.com/CheckStatus.

Did you know?
You can sign in to check for outages that may be affecting your services. Should there be a service outage, we’ll provide you with a ticket number and estimated time of repair completion.
Sign In

 

 

Tips to fix issues with your service

Whether you are looking to learn how to restore your service after a power outage or are experiencing issues with your Verizon services, view the steps below to get your services up and running.

1. Reboot your router

Rebooting your router should help resolve a service issue in addition to help restore your service after an outage.

  • Turning your router off and on solves most connection issues:

    1. Unplug your router
    2. Wait one minute
    3. Plug your router back in
    4. Attempt to connect to the internet

    If rebooting your router didn't solve the issue, check your DSL hardware to determine if your router is connected to the internet.

    Note: If you have Verizon HSI service, check to make sure you installed filters on all phone devices, including fax machines and answering machines, and make sure you do not have a filter between your phone jack and router.

If your power is restored and the light on your router is amber/red, use the below Guided Solutions Tool to help with your connection issue.
Fix connection issues

If your power is restored and you have already reset your device, but your services are still not working, use the below Guided Solutions Tool to help detect and fix issues.
Fix Service

 

2. Reset your ONT battery

If rebooting your router doesn’t get your services back up, you may need to reset the battery of your Optical Network Terminal (ONT). To reset your ONT, use our Guided Solutions Tool below to reset the battery.
Reset Now

If resetting your ONT battery does not work, view additional tips below.

  • Ensure connectivity to the Verizon Fios network by making sure your ONT power supply unit stays plugged in at all times.

    Your ONT requires electricity to operate all Verizon Fios services:

    • ONT plugs directly to an existing electrical outlet at your location
    • An indicator light lets you know if electrical power is present
    • During normal operation, the light should be on

    If the indicator light is off, electricity is not flowing from the outlet. For additional help check the ONT.

    Fix battery issues

    If the indicator light is on and you are experiencing other service related issues, use our Guided Solutions Tool to see if there are issues occurring with your equipment or service line.

    Fix equipment or service line issues

Note: Once commercial power is restored after an outage, your service should automatically be restored; however, sometimes, resetting your ONT may be necessary.

 

3. Check for service outages

If after following these steps, you might be experiencing a service outage. Sign in to review if there is an outage impacting your services. Should there be an outage, you’ll be assigned a ticket with the estimated time your service will be restored. If you are not assigned an outage ticket you can contact us for further assistance.

Sign In

 

Existing repair request?
If you are looking to check the status of an existing repair request or are looking to update your request please check your repair status.
Check repair status

 

Frequently asked questions

  • Sign in to manage service alerts within your Communication Preferences in My Verizon. You’ll have the ability to opt into receiving account/service related messages by email and text message.

  •  

    If your phone service is delivered over our copper network, you must have a corded phone in order to make or receive phone calls, a backup power source is not required.

    Your Fiber-Optic service requires electric power to operate – during a power outage you will not be able to make or receive calls, including 911calls, without a backup power source. Depending on your equipment type, a battery backup option is available to you. If a Battery Backup Unit is installed with your Optical Network Terminal (ONT) you may use a 12-volt battery to provide up to 8 hours of basic voice service.

    If your ONT has a Power Adapter, you may utilize the Verizon PowerReserve device which plugs into the Power Adapter and uses 12 D-cell batteries that provides up to 24 hours of basic voice service.

    Please Note: Neither of the backup power sources will power cordless phones, other devices (including those that assist customers with disabilities or home security systems), or your Fios® Internet or TV service.

     

  • State Power Company State Power Company
    Connecticut CL&P New York (NYC/Midstate) ConEd
    Delaware Delmarva Power New York (Long Island) LIPA
    MaryLand Baltimore Gas & Electric New York (Other) Central Hudson
    Massachusetts National Grid   National Grid
      NSTAR   NYSE&G
    New Jersey JCP&L   RG&E
      Orange & Rockland Electric Pennsylvania Duquesne Light
      PSE&G   PECO
          PP&L
        Rhode Island National Grid
          NSTAR
        Virginia Dominion Power
        Washington D.C PEPCO
  • Your Fiber-Optic service requires electric power to operate – during a power outage you will not be able to make or receive calls, including 911 calls, without a backup power source. Depending on your equipment type, a battery backup option is available to you.

    The Battery Backup Unit (BBU) will shut down approximately one hour before the battery has been completely drained. If you need to make an emergency phone call after the BBU has shut down, press the Battery Emergency Use button on the ONT. This should enable the ONT to reboot and provide up to one hour of talk time. After the unit has rebooted, the BBU will operate until the battery has been completely drained, after which you will not be able to make or receive phone calls.

    For the PowerReserve device, in the event you lose voice service and you need to make an emergency call, simply replace the 12 D-cell batteries in order to make or receive phone calls.

  • When the battery in the Battery Backup Unit (BBU) needs to be replaced, the ONT will begin to beep or chirp – this is just a warning letting you know that the 12-volt battery will soon lose its charge. Once commercial power has been restored, the battery should recharge itself and the beeping should stop. If the beeping continues after the power has been restored, the battery may need to be replaced. For those customers who want to stop the beeping/chirping from their BBU before replacing the battery, press the Alarm Silence button (available on some models) that will turn off the alarm.

    Using the Battery Test strip included with your PowerReserve Device, remove and test each battery and replace any batteries that failed the test. You are responsible for purchasing any replacement batteries, which may be purchased from a wide variety of retail stores.

  • Your Battery Backup Unit (BBU) provides power for voice services for up to 8 hours. Click here to learn more about replacing your battery or to order a new one, as well as to see video instructions about replacing your 12-volt battery.

    You only need to replace your battery if the battery is beeping when:

    You have not experienced any interruption in commercial power

    OR

    Your commercial power was interrupted, but has been restored

     

  • Your PowerReserve device provides power for voice services for up to 20 hours. Using the Battery Test strip included with your PowerReserve device, remove and test each battery and replace any batteries that failed the test. You are responsible for purchasing replacement batteries.

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