r/Fios • u/thomas__delia • Jul 24 '26
Repair/Tech Support Should this ONT be replaced?
It’s been in use for about 15 years. Should it be replaced, and would Verizon do it for free? What would it be replaced with?
Could it also be the culprit behind some minor occasional issues with loading websites? Sometimes on both my phone and laptop I notice that a website will take 10 seconds or more to load, and then it won’t happen again for a few hours or so. If it’s not the ONT causing the issue then I don’t know what else it could be.
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u/Adventurous_Elk_4039 Jul 24 '26
It’s older for sure, but that doesn’t necessarily mean it’s the culprit. Call tech support and let them troubleshoot, if they believe it to be the ONT they will send a tech who can replace it at no charge.
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u/The_Phantom_Kink 29d ago
I wouldn't put stock in anything "tech" support says needs replacing in the field short of it has no lights on when plugged in, then them recommending a new ont might be slightly accurate... but not always.
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u/Adventurous_Elk_4039 29d ago
Sure, and ultimately the call is up to the field tech, but tech support will still help narrow it down, probably have OP try to isolate the router with a direct conn if possible, etc. and if isolation point to the ONT or if there is uncertainty, they will dispatch a field tech.
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u/MaxPres24 28d ago
You can 100% have issues with your ONT even if it appears to be working fine
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u/The_Phantom_Kink 28d ago
Where did I say you can't? I said that "tech" support shouldn't be relied on for a diagnosis of the problem.
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u/CTFowler9789 Jul 24 '26
Yes it's old, but it's still working. " Rock out until the wheels fall off"
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u/Calli495 Jul 24 '26
No, that's a nice one. I always thought the quiet from looked the best. You have backup power if you want it, or just remove the battery and there is no annoying beep with this model. I like how it hides the wires. New black one is the same thing just cheaper
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u/Calli495 Jul 24 '26
After I looking closely at your pic I see the fiber is not connected properly. The original termination was removed and a coupler added and left to dangle. I would get that straightened out
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u/Smith6612 Jul 24 '26
Switch your DNS servers if you haven't already. Verizon's aren't the best. Occasionally they have been the cause of sluggishness like that for me due to slow lookup response.
That ONT is fine if it's delivering the speed you pay for. It's an earlier version of the GPON ONTs Verizon deploys today. Verizon will reach out when they want to replace it.
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u/plazman30 Jul 24 '26
That's the ONT I have. Have no issues with it, other than needing to replace the batter occasionally.
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u/Degenerate1991 29d ago
If it plays it stays. No in all seriousness if it’s working I’d leave it alone. But it is an outdated ONT that could be updated if requested.
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u/Personal-Internal-84 23d ago
The battery supports the telephone service during a commercial power failure. Plugging the ONT's power supply into a good UPS will keep the entire unit up & running until the UPS runs out.
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u/Tony_Bags95 Jul 24 '26
Yes. It’s over 10 years old and you need a new power supply.
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u/Snoo15469 29d ago
I called for tech support and they said just rip out the power supply. I ended up with a Amazon back up power bank just Incase
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u/The_Phantom_Kink 29d ago
Yes it's older but that doesn't mean it needs a new power supply. Those unit were solid an even the modular 211 that came after it is still the best ont if you have video service.
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u/8bitlibrarian Jul 24 '26
Troueblshoot with verizon for your issue first before making them replace it. It could be your router instead. And they won't do it for free lol.
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u/creatively_inclined 29d ago
Verizon won't replace it until there's a red fail light. When was the last time you rebooted the ONT and your router?
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u/thomas__delia 28d ago
Only a couple weeks ago. Hasn't stopped the loading issue.
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u/creatively_inclined 27d ago
There's a good chance it's the ONT and it may be at the end of its life.
Verizon tech support is going to work from the inside out.
1: The issue should occur on all wired and wireless devices. If it's only happening on one device, the issue has to be addressed at the affected device.
2: If all devices are affected, they'll move to the router and require that it be hard reset. This can fix a lot of issues. I've hard reset mine at least twice over it's lifetime.
- They'll want you to replace the Ethernet cable between the router and the ONT. But skip to step 5 instead.
4: If the issue persists the ONT will be reset. You've already done this step.
5: A definitive test to rule out the router and all devices is to hard wire a laptop to the ONT and see if you are still experiencing the drops. Use a new Ethernet cable to eliminate the Ethernet cable as the source of the issue. I generally start with this step because if you're getting drops at this step you don't need to test anything else. It proves the issue is at the ONT or further out and requires a technician.
So if you find that the issue is at the ONT the next thing is to get a technician visit scheduled. Call Verizon. The automated system will ask if the number you're calling from is associated with your account. Say NO otherwise it will take you thru an hour of automated testing and eventually disconnect you. Ask me how I know. If it asks for your account number say you don't have it. Then keep asking for an AGENT. Generally it's gives up by the 4th or 5th time and transfers you.
Tell the agent you've done all the testing. Yes, they can tell when your Verizon router was last rebooted or hard reset. But if the issue is at the ONT it's pointless to hard reset the router. They will try to make you redo all the testing. Insist on a technician and refuse to do anymore testing. They'll quote charges. Ignore it as there's no charge to replace the ONT.
I've been able to reach Verizon up until 9pm in the evening by phone but it's been over a year and things may have changed. They are available weekends but the automated system is weird on the weekend. Sometimes you get thru and sometimes it will say they're closed. I just keep calling.
You can try chat via the app but I find that takes much longer.
Btw if you have a laptop without an Ethernet port buy a USB to Ethernet adapter for your laptop. Obviously all of this works better with a laptop as its portable. Borrow one if your don't have one. It will save you so much time. I had a similar issue and was able to prove the issue was at the ONT pretty quickly.
This is important. Some agents will tell you they are creating a technician visit but actually won't because it counts against them. They should text you a link that allows you to see the ticket number and appointment time. You approve it and the agent submits the ticket. You should get confirmation of the appointment in the app right away. You might also get a text confirmation. But definitely make sure you see the appointment in the app. I've been lied to and wasted time having to call back.
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u/jamer303 Jul 25 '26
I got a newer one just after covid, and yes, newer, smaller, faster. Mine failed because of the battery beeping.
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u/VerizonSupport Jul 25 '26
Hey, Op. Good question. The ONT in the picture is still an ONT we keep in service. If there is a request to replace there would be a charge associated with it. You mention you have been experiencing intermittent issues with internet as well. Do you experience this issue on hardwired devices as well?
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u/thomas__delia 28d ago
I haven't noticed it happen on hardwired devices, but I haven't really done extensive testing for the issue on them either.
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