Having issues with your FiOS telephone service? You can
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1. Get customer support for your analog phone service e Determine the FiOS availability in your area e Learn more about switching to FiOS service What is an Optical Network Terminal ONT An Optical Network Terminal ONT is a small box Verizon provides that is generally located on an outside wall of your home It has a power cord that goes into your home through your Battery Back Up Unit BBU where it plugs into an existing standard AC outlet The ONT installed at your home will look similar but may not be identical to the model shown below Important Although the lines are grounded do not attempt to open the ONT or test the lines during rain a thunderstorm or other hazardous weather conditions If there is a loud hum on the line do not test the ONT Contact Fiber Solutions Customer Support for assistance What is a Battery Back up Unit BBU Your Battery Back up Unit BBU is a Verizon device that comes with your FiOS service and is installed in a location where it can be easily monitored such as inside your home or garage If your Optical Network Terminal ONT is accidentally unplugged or if there is a power failure your BBU provides power for your phone service for up to 8 hours Note The BBU provides power to let you make and receive phone calls during a power outage It does not provide power to operate your Internet service or router Your BBU contains a series of indicator lights that tell you whether your s2. a corded phone with you to the ONT if you are having problems making or receiving calls or if you are having voice quality issues Important Although the lines are grounded do not attempt to open the ONT or test the lines during rain a thunderstorm or other hazardous weather conditions If there is a loud hum on the line do not test the ONT Contact Fiber Solutions Customer Support for assistance 1 At the ONT remove the screw that holds the ONT cover closed Is the power light inside the ONT on o Yes Go to Step 2 o No The ONT has lost power This could have occurred if the ONT has been accidentally unplugged or if there has been a power failure Possibly the battery is not properly connected or is dead If you have not checked the Battery Indicator light or the battery connection Go to Checking the BBU for power 2 What is the status of the power light o The green power light is on The ONT has power Go to Checking the service at the ONT o The power light is blinking The ONT is operating in Battery mode A fully charged battery provides up to eight 8 hours of power for your phone service during a power outage Go to Checking the service at the ONT Checking the service at the Optical Network Terminal ONT There are two hardware items that were installed when your residence was set up for FiOS service e Optical Network Terminal ONT e Battery Backup Unit BBU 1 Have you verified that the ONT and BBU are both r
3. that the faulty device will now work when connected to the line However should the issue reoccur you should suspect the faulty device as the cause Disconnect it from the line and check it for a dial tone If the trouble clears replace the device Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance I m having transmission issues with my phone Follow the procedure below if you are experiencing any of the following transmission issues on your FiOS telephone line Noise Static Other people on the line Cut offs 1 Is the problem happening on all phones o Yes Go to each device phone modem fax etc begin disconnecting them from the phone jack one at a time 1 Disconnect the device and leave it disconnected 2 Go to the next device 3 After 30 seconds place a call and check for transmission issues If you cannot isolate the problem to a specific device or phone jack check the service at the ONT o No Possible causes for this problem are You may have defective equipment Sometimes pets rodents and insect infestations can cause problems with wiring phone jacks and even phone equipment a Wet indoor phone wires or jacks can cause noise and static problems and can even cause equipment to stop working until they dry Moisture inside a phone jack can cause mold growth and lead to additional problems a Cordless phones can have noise or static and somet
4. 2 o No Go to Step 2 2 Are there any DSL filters plugged into any phone jacks o Yes Unplug any DSL filter that you find in any phone jack that has them Call a local non FiOS phone number to see if the echo is still there If you still hear an echo effect go to Step 3 o No Go to Step 3 3 Does your phone have a Voice Enhancement feature o Yes Check to see if the Voice Enhancement feature for your phone is turned on If Voice Enhancement is turned on follow the phone manufacturer s instructions to turn it off Call a local non FiOS phone number to see if the echo is still there o No Follow the steps below 1 Unplug all phones in the house 2 Take a standard telephone a phone with a cord not a cordless phone to the Optical Network Terminal ONT and plug it in 3 If you ve never opened the ONT before see checking the service at the ONT for more details 4 Calla local non FiOS phone number to see if the echo is still there 5 From within your home use the same phone to call the same local non FiOS number that you called from the ONT Go to Step 4 4 Do you hear an echo when calling a local non FiOS phone from both inside the house and at the ONT o Yes The problem is likely a network issue Contact Fiber Solutions Customer Support for assistance o No The problem may be with your phone equipment Contact Fiber Solutions Customer Support to see if there are known issues with the make and model of your telephon
5. Having issues with your FiOS telephone service You can often solve problems with your FiOS telephone service by following a few simple procedures The list below provides help for the most common FiOS telephone issues you may encounter If you re not sure if your phone uses fiber FiOS or copper analog lines compare the differences FiOS Hardware Troubleshooting between FiOS and standard phone service and then follow the appropriate troubleshooting steps What is an Optical Network Terminal ONT What is a Battery Back up Unit BBU For account maintenance issues or information about Replacing the battery in your BBU calling features for your FiOS phone service see the Question and Answer section of the verizon com web site Hardware Troubleshooting Checklist Troubleshooting your FiOS telephone line don t have a dial tone I m having transmission issues with my phone can t receive incoming calls 3 can t make calls There is an echo on the line The distinctive ring on my phone is not working 1 Checking the BBU for power 2 Checking the ONT for power Checking the service at the ONT Troubleshooting other devices connected to your FiOS telephone line can t receive incoming faxes can t send faxes My alarm system isn t calling the monitoring station My TiVo does not update programming information Not a FiOS telephone subscriber If you are not a FiOS phone line subscriber you may want to e
6. an purchase a replacement battery at major electronics outlets and home improvement stores If the red battery light remains on after you have replaced the battery contact Fiber Solutions Customer Support for assistance No Go to Checking the ONT for Power 3 Do any of the following conditions apply O O O The power cord is unplugged Make sure the power cord is plugged into a working AC outlet The outlet the BBU is plugged into has a reset switch The outlet switch may have been tripped press the reset button on the outlet A fuse or circuit breaker is causing a power disruption to the outlet Check the fuse or circuit breaker to make sure your outlet is working Reset the breaker or replace fuses if necessary Once you have checked for and resolved the issues for this step go to Step 4 4 Check the AC status indicator light on the BBU What is the status of the AC light 2 O The green light is on The BBU is operating normally go to Checking the ONT for Power The yellow light is on The BBU is operating on battery power go to Checking the ONT for Power The AC status indicator light is not on Contact Fiber Solutions Customer Support for assistance Checking the Optical Network Terminal ONT for power To determine if the ONT has power you will need to take the following items to the ONT e Flat head screwdriver e Flashlight recommended e Copy of these instructions recommended Also bring
7. e Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 12 The distinctive ring on my phone is not working Follow the procedure below to troubleshoot your FiOS telephone line 1 Is the problem happening on all phones o Yes Contact Fiber Solutions Customer Support for assistance o No Go to Step 2 2 What type of equipment are you troubleshooting o If this is a telephone The problem is probably with your phone not all phones have the ability to have different rings o If this is a fax machine Make sure your fax settings are set correctly for the model number of the fax you own The correct settings should be documented in the instructions that came with your fax machine when you purchased it Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 13 I can t receive incoming faxes Follow the procedure below to troubleshoot your FiOS telephone line 1 Does the fax machine answer the incoming calls o Yes There may be an issue with the line quality The person sending the fax should attempt to resend it at a later time If the issue persists contact Fiber Solutions Customer Support for assistance o No Go to Step 2 2 Is the distinctive ring feature configured properly on your fax machine o Yes contact Fiber Solutions Customer Support for assistance o No Check the settin
8. eceiving power o Yes Go to step 2 o No I haven t verified if either device is receiving power It s a good idea to check both the BBU and ONT to ensure they are in working order before proceeding with the steps on this page If you suspect your phone issue is due to a power outage go to Checking the BBU for power Otherwise go to Checking the ONT for power o I ve checked to ensure the BBU has power but haven t checked the ONT Go to Checking the ONT for power o I ve checked to ensure the ONT has power but not the BBU If your ONT has power then it is unlikely your phone issue is related to the BBU go to step 2 2 Is there currently severe weather in your location or is there a loud hum on the line o Yes Although the lines are grounded do not attempt to open the ONT or test the lines during rain thunderstorms or other hazardous weather conditions If there is a loud hum on the line do not test the ONT Contact Fiber Solutions Customer Support for assistance o No Go to step 3 3 Use a flat head screwdriver and open the cover of the ONT Remove the wire from the phone jack At left An ONT with four 4 phone jacks The model installed at your location will look similar but may not be identical to the picture shown here 4 Plug a corded phone into the phone jack and make a call to a local non FiOS telephone number Do you still have the phone issue you are trying to troubleshoot o Yes The problem appears to be an iss
9. ecking the BBU for power 2 Has the alarm company reset your alarm since your FiOS service was installed o Yes If the alarm system gets a dial tone and is able to pick up the line and dial but cannot connect to the remote monitoring station there may be line impairment Contact Fiber Solutions Customer Support for assistance o No Your alarm system may need to be reset by your alarm company Contact your alarm system service Note Your FiOS service is not VOIP Voice over Internet Protocol or digital phone service which means it s still compatible with your alarm company s service Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 16 My TiVo does not update programming information Follow the procedure below to troubleshoot your FiOS telephone line 1 Plug a phone into the phone jack that the TiVo uses and check for a dial tone o There is a dial tone Plug the TiVo back into the phone jack and check for programming updates If the call to update programming does not go through go to Step 2 o There isn t a dial tone Contact Fiber Solutions Customer Support for assistance 2 Do you know which software version of TiVo you have o Yes Go to Step 3 o No Perform the procedure below to determine the version of TiVo you have 1 From the TiVo Central Window highlight either Messages amp Setup or Messages amp Settings and press Select 2 Highl
10. ervice is being powered by your home s electricity or the battery BBU Light Indicators Use the chart below to determine the status of your BBU Status Light Golor Satis BBU is operating normally BBU is operating on battery power Check to ensure the power cord is plugged in BBU is operating on battery power normally this light is off Battery Red Battery is either not connected or needs to be replaced normally this light is off Replacing the battery in your Battery Back up Unit BBU The average life of your battery is between 2 and 4 years depending on the temperature range where it is located When your battery does need replacing you can purchase the required sealed lead acid battery at major electronics outlets and home improvement stores Note Battery disposal standards and requirements vary by state If you need to replace the sealed lead acid battery in your BBU please refer to the Environmental Protection Agency resources for proper disposal instructions Checking the Battery Back up Unit BBU for power 1 Have you had a power outage in the last eight hours O O Yes Your BBU provides up to 8 hours of power to your phone service Check the red battery status indicator light on the BBU If the red battery light is on go to step 2 No Go to Step 3 2 Check to ensure the battery is properly connected in the BBU Is the battery light still on O 2 Yes Replace the battery in your BBU You c
11. gs and make any necessary changes Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 14 I can t send faxes Follow the procedure below to troubleshoot your FiOS telephone line 1 Does the fax machine get a dial tone o Yes Go to Step 2 o No Go to Step 3 2 Do you hear any noise or an echo on the line o Yes There may be line quality issues Wait awhile then resend the fax If the issue persists contact Fiber Solutions Customer Support for assistance o No Go to Step 3 3 Does your fax machine have the ability to not check for a dial tone o Yes Refer to the user manual that came with your fax or modem to determine how to turn on this feature Some fax models have a Do not check for Dial tone setting while other models have a connected to a PBX setting Change the setting to bypass the check for a dial tone and resend your fax o No Contact Fiber Solutions Customer Support for assistance Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 15 My alarm system isn t calling the monitoring station Follow the procedure below to troubleshoot your FiOS telephone line 1 Is your phone working properly otherwise o Yes Go to Step 2 o No There is a problem with your phone service that has caused the alarm notification system to fail Begin troubleshooting the problem by ch
12. ight either System Information or Account and System Information and press Select 3 View your Software Version if necessary select System Information to view your software version 4 Goto Step 3 3 Which software version of TiVo do you have o Version 7 1 or earlier Perform the following procedure 1 Go to the Phone Dialing Options screen and highlight Yes Go to the Phone Dialing Options then press Select 2 Set Phone Avail Detection and Dial Tone Detection to Off o Version 7 2 or later Perform the following procedure 1 Enter the guided setup and follow the prompts until a test call is attempted If the test call fails choose change phone settings before trying again 2 Set Phone Avail Detection and Dial Tone Detection to Off Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 17
13. imes other people can be heard on the line if they are on the same channel as another nearby cordless phone user If you still are having transmission issues go to Step 2 2 Is the problem happening on all calls o Yes Go to each device phone modem fax etc begin disconnecting them from the phone jack one at a time 0 Disconnect the device and leave it disconnected 1 Go to the next device 2 After 30 seconds place a call and check for transmission issues If you cannot isolate the problem to a specific device or phone jack check the service at the ONT o No If possible check the service at the ONT while the static or noise is present If you hear static or noise while making a call from the ONT contact Fiber Solutions Customer Support for assistance Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance I can t receive incoming calls Follow the procedure below to troubleshoot your FiOS telephone line 1 Is the problem happening on all phones o Yes Go to Step 2 o No The problem is probably with one phone or one phone jack Check to ensure that the ringer is turned on If this does not solve the problem plug a different phone into the phone jack and test it for ringing If multiple phones ring when plugged into other jacks but not this one the trouble is either with the phone jack or the wiring to the phone jack 2 Is this problem ha
14. nce o No Check to make sure your phone is set to Tone and press each button on the number keypad to ensure that they are not sticking or making a dull sound instead of a clear Tone If this doesn t solve the problem go to Step 2 2 Does the dial tone go away o Yes Do you receive fast busy signals a delayed dial tone or disconnect recordings when you make a call If yes go to Step 3 o No Contact Fiber Solutions Customer Support for assistance 3 Are you experiencing any of these conditions oI receive a fast busy signal or I m receiving a delayed dial tone Both of these issues can be caused by a surge in the phone line usage in your area This problem can occur during certain holidays and other times when there are too many people trying to make calls at the same time You should attempt to make your call later when the phone lines are less busy o I m receiving a disconnect message Contact Fiber Solutions Customer Support for assistance Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 11 There is an echo on the line There are a variety of reasons why you could have an echo effect on your FiOS telephone line To determine whether the problem is with the network or the phone follow the procedure below 1 Are you using a cordless phone o Yes Turn down the volume and call a local non FiOS phone number If you still hear an echo effect go to Step
15. ppening on all calls o No Long Distance Calls Only The problem is probably an issue with the long distance provider of the incoming call The caller should notify their long distance provider of the issue o No Local Calls Only Go to Step 3 o Yes Both Long Distance and Local Calls Go to Step 4 3 Are you able to make outgoing calls to your local area o Yes The issue may be that the local caller is not dialing the number correctly or they are having an outbound dialing problem o No There may be a local outage on your end of the phone line 4 What happens when your number is called o The call goes straight to voice mail Your voice mail service is preventing the caller from ever reaching a busy signal Check to make sure that you have no phones that are off the hook Note A short in the wiring or any phone jack causes your incoming calls to go straight to voice mail If you suspect this is the issue do not attempt to fix the wiring yourself Contact Fiber Solutions Customer Support for assistance o The phone rings once and then cuts off u If you have Call Forwarding Check to make sure the phone isn t set to forward calls to another number If you don t have Call Forwarding or it is not set up There may be a problem with your phone Replace the phone and see if the problem continues Note If there is a short in the wiring or any phone jack this symptom could occur If you suspect this is the issue do not attempt to fi
16. ue with the phone line and not your equipment Contact Fiber Solutions Customer Support for assistance o No Go to Step 5 5 Upon completing your troubleshooting procedure screw the cover back on the ONT What if I live in a multi unit dwelling and don t have access to the ONT In some multi unit dwellings you may need to gain access to the ONT by contacting your building manager or landlord I don t have a dial tone Follow the procedure below to troubleshoot your FiOS telephone line 1 Is the problem happening on all phones O O Yes Go to Step 2 No Try using a different phone in a different phone jack to determine whether the issue is with the phone or the phone jack If the issue is with the phone jack contact Fiber Solutions Customer Support for assistance 2 Is the problem happening on all calls O O Yes Contact Fiber Solutions Customer Support for assistance No Go to each device phone modem fax etc and begin disconnecting them one at a time Start with any computer modem or fax machine line first as it will be easier to check dial tone from a regular phone 1 Disconnect the device and leave it disconnected 2 Go to the next device 3 After 30 seconds check for a dial tone at the device If there is a dial tone The last device that was unplugged is the faulty device and should be replaced Reconnect all other devices except the faulty device and check each for proper operation You may find
17. x the wiring yourself Contact Fiber Solutions Customer Support for assistance Note If there is a short in the wiring or any phone jack this symptom could occur If you suspect this is the issue do not attempt to fix the wiring yourself Contact Fiber Solutions Customer Support for assistance o The caller hears a ring on their end but you don t hear the phone ring on your end Check the ringers on your phones You may have accidentally turned the ringer off or turned the ringer off and forgotten to turn it back on o The caller gets a busy signal Check all phones to ensure that none of them are off the hook If this doesn t resolve the problem the problem may be at the Optical Network Terminal ONT or there may be a problem with the wiring or phone jacks Contact Fiber Solutions Customer Support for assistance o The caller gets a fast busy signal This usually indicates a surge in phone line usage in your area This problem can occur during certain holidays and other times when there are too many people trying to make calls at the same time The caller should attempt to make the call later when the lines are not so busy Did this troubleshooting procedure solve your problem If no then contact Fiber Solutions Customer Support for assistance 10 I can t make calls Follow the procedure below to troubleshoot your FiOS telephone line 1 Is the problem happening on all phones o Yes Contact Fiber Solutions Customer Support for assista
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