Troubleshoot FiOS Digital Voice
Symptom Solution
Forgotten Voicemail Passcode Log in to your account at with your Frontier ID. (Don't have a Frontier ID yet? Follow these easy instructions.) Access your Frontier FiOS 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 FiOS 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 call Customer Service at 1.800.921.8101.
Deactivate Voicemail If you have your own home answering machine, and you want to deactivate voicemail, please contact Frontier Customer Service at 1.800.921.8101.
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 FiOS Digital Voice Web Portal. If you still experience problems, please call Customer Service at 1.800.921.8101.
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 call Customer Service at 1.800.921.8101.
Fast Busy Signal A fast busy signal may mean you have a balance due. Please call Customer Service at 1.800.921.8101 to see if there is a problem with your account.
Power Outage Your FiOS Digital Voice service requires electrical power to function. In case of a power outage, the Battery Backup Unit (BBU) will power your basic FiOS 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 FiOS 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 purchasing and/or replacing the battery in the BBU.
Out-of-Service Back-up Phone Number If you experience an outage in which you’ve lost power and do not have battery back-up, FiOS Digital Voice lets you designate a number where your calls can be forwarded. Once your phone service has been restored, the forwarding will automatically be stopped.

Back-up numbers can be set up using your FiOS 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.
Still need help? Call 1.800.921.8106 or Live Chat

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