user: internet and fios down 5 hours when message told it would be on in 1 hour. Unable reach support online. Could you help
agent: We would love to help with this! The internet and TV are down right now?
user: Yes
agent: Thank you for confirming. We would like to try to reset the battery backup unit which will trigger a reset to the main network terminal. Do you know where the batter backup unit is at in the home? It may look like one of the following models.
user: Found it
agent: Press and hold the alarm silence or ONT reset button in for 30 seconds. Wait five minutes, reset the router and test your service.
user: Rebooted. Screen message -set top box has no connectivity
agent: Do you happen to have any light on the BBU units prior to rebooting it? Did you have the black or white unit?
user: White unit. Dont recall light on bbu
agent: Thanks, since all services are impacted we want to verify that there is a green system status light on the unit. When the alarm silence button was held down did the unit beep? Try to hold down the alarm silence button for 20 seconds and see if light goes off.
user: It beeped all lights came on. System light did not go off.
agent: Thank you, that would indicate a reboot. If services are not back sign in with your credentials to check for outages at We will be here if you require further support.

Customer complaining that internet and fios down  for 5 hours when message told it would be on in 1 hour. Agent telling that internet and tv are down right now and we will try to reset battery backup unit  which will trigger a reset to main network terminal  if the services not back sign  in with your credentials  check outages at this url.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: internet and fios down 5 hours when message told it would be on in 1 hour. Unable reach support online. Could you help
agent: We would love to help with this! The internet and TV are down right now?
user: Yes
agent: Thank you for confirming. We would like to try to reset the battery backup unit which will trigger a reset to the main network terminal. Do you know where the batter backup unit is at in the home? It may look like one of the following models.
user: Found it
agent: Press and hold the alarm silence or ONT reset button in for 30 seconds. Wait five minutes, reset the router and test your service.
user: Rebooted. Screen message -set top box has no connectivity
agent: Do you happen to have any light on the BBU units prior to rebooting it? Did you have the black or white unit?
user: White unit. Dont recall light on bbu
agent: Thanks, since all services are impacted we want to verify that there is a green system status light on the unit. When the alarm silence button was held down did the unit beep? Try to hold down the alarm silence button for 20 seconds and see if light goes off.
user: It beeped all lights came on. System light did not go off.
agent: Thank you, that would indicate a reboot. If services are not back sign in with your credentials to check for outages at We will be here if you require further support.

### Response:
Customer complaining that internet and fios down  for 5 hours when message told it would be on in 1 hour. Agent telling that internet and tv are down right now and we will try to reset battery backup unit  which will trigger a reset to main network terminal  if the services not back sign  in with your credentials  check outages at this url.