Troubleshooting
Symptom Solution
Forgotten Voicemail Passcode Log in to your account at Frontier.com/login 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.
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.
Need to Cancel If you ever need to cancel your FiOS Digital Voice, please call Customer Service at 1.800.921.8101.
Still need help? Call 1.800.921.8101 or Live Chat

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