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 is 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 To deactivate voicemail so it won't interfere with your home answering machine, please contact Frontier Customer Service at 1.800.921.8101
Phone Doesn't Ring Check your phone to ensure that the ringer is set to an appropriate level. 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.Still experiencing 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 off batter power, make sure the battery is charged.
Still experiencing problems? Please call Customer Service at 1.800.921.8101.
Fast Busy Signal Please call Customer Service at 1.800.921.8101 to see if there is a problem with your account. A fast busy signal may mean you have a balance due.
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 up to 8 hours if a fully-charged battery is inserted in the Unit. Note:
  • If the battery is exhausted 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; however, 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.
  • View the  PowerReserve Battery Backup Unit Installation Guide.
Out-of-Service Back-up Phone Number FiOS Digital Voice allows you to choose a number where your calls can be forwarded in the case of an outage (e.g., an area-wide outage or you've lost power and do not have battery back-up). Once 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 Call Forwarding Selective or Call Forwarding, the numbers you have set for Call Forwarding 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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