Troubleshoot Fiber Digital Voice
Symptom Solution
Forgotten Voicemail Password / Passcode Log in to your account with your Frontier® ID. (Don't have a Frontier ID yet? Follow these easy instructions.) Access your Frontier Digital Voice Web Portal. Go to Settings, select Voicemail Settings and click Reset Passcode for Mailbox to receive a new passcode. You can change this passcode by clicking Voicemail Passcode.
Calls Go Straight to Voicemail Log in to your Frontier Digital Voice Web Portal and check to see if any of the following features are enabled:
  • Call Forwarding to the voicemail access number
  • Do Not Disturb is set to send callers to voicemail
Still experiencing problems? Please chat with us.
Deactivate Voicemail If you have your own home answering machine, and you want to deactivate voicemail, please chat with us.

Phone Doesn't Ring Check your phone to make sure that the ringer is set to a level that you will hear easily. Make sure Call Forwarding and Do Not Disturb are not enabled by going to the “Calling Features” section of your Frontier Digital Voice Web Portal. If you still experience problems, please chat with us.
No Dial Tone
  • Make sure your telephone is plugged into the wall jack.
  • If your phone requires electricity (e.g., cordless phone), make sure it is plugged into a working power outlet.
  • If your phone runs on battery power, make sure the battery is charged.
If you still experience problems, please chat with us.
Fast Busy Signal A fast busy signal may mean you have a balance due. Please chat with us to see if there is a problem with your account.

Power Outage Your Fiber Digital Voice service requires electrical power to function. In case of a power outage, the Battery Backup Unit (BBU) will power your basic Fiber Digital Voice services—including 911 dialing—for a minimum of 8 hours. Be sure you have a fully-charged battery inserted in the Unit. Note:
  • If the battery is drained or there is no battery present, the Service will not function for any purpose.
  • If your home security system is currently using a jack in your house, those same jacks can be used for Fiber Digital Voice without impacting security services. In the event of a power outage, the power limitations apply to your alarm system.
  • The BBU will not power your internet services, television services, or computer. You are responsible for buying and/or replacing the battery in the BBU.
Out-of-Service Back-up Phone Number Fiber Digital Voice lets you choose a back-up number where your calls can be forwarded. This is important if you have a power outage and don't have battery back-up. Once your phone service has been restored, the forwarding is stopped automatically.

Back-up numbers can be set up using your Frontier Digital Voice Web Portal under Account Settings.

Note: If you have enabled either Selective Call Forwarding or Call Forwarding, the phone numbers you have set will override the Back-Up Number. If you have Voicemail activated to take your calls or have Simultaneous Ring or Locate Me enabled, your call will go to your specified Back-Up Number.

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