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Service-resolutions

Home phone service resolutions

Learn more about ways to solve several common home phone service problems, such as:

Use our Verizon guided solutions or follow the steps below to resolve home phone service problems.

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No dial tone

If you are experiencing no dial tone on your Fios home phone, make sure no other services are affected:

Verify that your telephone is plugged into the wall jack
If your phone requires electricity (e.g., cordless phone), ensure the phone is plugged into a working power outlet
If your phone runs off battery power please ensure the battery is charged
Fios Digital Voice (FDV) service Battery Backup Unit requires electric power to operate, make sure it is plugged into a working power outlet

To Isolate phones issues, try some quick steps:

Disconnect the first phone from the jack (if it requires power, unplug that, too)
Check for dial tone at another phone (and disconnect it if no dial tone)
Repeat these steps until everything is disconnected or the dial tone comes back
Reconnect the first phone and check one more time
If there is a dial tone, then it’s likely the last device that was unplugged that is the faulty device and should be replaced
Reconnect all other devices (except for the faulty device) and check each for proper operation
If you are still experiencing trouble, weather permitting test the issue by plugging your phone directly into your NID or ONT and test from there

If the issue is with the phone jack or is happening on all phones, use our Guided Solutions tool to fix no dial tone issues.

Note:

NID/network interface device apply to traditional voice phone service
ONT/optical network device apply to FDV/Fios Digital Voice phone service
Although the lines are grounded, do not attempt to open the NID/ONT or test the lines if there is a loud hum on the line, during rain, a thunderstorm, or other hazardous weather conditions

Follow the steps below to Isolate your phone issues:

Disconnect the first phone from the jack (if it requires power, unplug that, too)
Check for noise or static at another phone (and disconnect it if noise or static continues)
Repeat these steps until everything is disconnected or the noise or static stops
Reconnect the first phone and check one more time
If you are still experiencing trouble, test the issue at the source. Weather permitting, plug your phone directly into your NID or ONT and test from there

If the issue is with the phone jack or is happening on all phones, use our Guided Solutions tool to fix noise or static issues.

Note:

NID/network interface device apply to traditional vVoice phone service
ONT/optical network device apply to FDV/Fios Digital Voice phone service
Although the lines are grounded, do not attempt to open the NID/ONT or test the lines if there is a loud hum on the line, during rain, a thunderstorm, or other hazardous weather conditions

Certain calling features might be the reason you’re not receiving incoming calls. Check to see if any of the following are currently active:

Tips:

If a calling feature is activated, deactivate it and you should be able to receive incoming calls
Check your phone to make sure that the ringer is turned on and the volume is turned up
Test to see if you can receive calls, place a call to your number using a mobile device or have a neighbor call you
If the problem is not on all of your telephones most likely you have faulty phone equipment that you will have to replace
If the problem is on all your telephones or you are still having trouble receiving calls, use our Guided Solutions tool to fix incoming call issues

If you’re unable to make outbound calls, first check to see if there’s an issue with your home phone or the phone jack by:

If you’re still unable to dial out, check that the number you’re dialing is correct.

If only one of your phones is causing the problem:

Check to ensure that your phone is turned on and the volume is turned up
Press each button on the phone's keypad to ensure that they are functioning properly and are not sticking

If the problem is not on all of your telephones most likely you have faulty phone equipment that you will have to replace.

If the problem is on all your telephones or you are still having trouble making calls, use our Guided Solutions tool to fix outgoing call issues.