Issue with voicemail, calling, or power loss
Voicemail Issue Solution
Forgotten Voicemail Password / Passcode Call or chat with a Ziply customer service to reset your password.
Calls Go Straight to Voicemail If you have enabled the phone features, Call Forwarding or Do Not Disturb, disable them. Still experiencing problems? Call or chat with customer service to troubleshoot the issue.
Deactivate Voicemail If you have your own home answering machine, and you want to deactivate voicemail, please contact Ziply Fiber Customer Service at 1.866.699.4759.
Calling Issue Solution
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. If you still experience problems, please call Customer Service at 1.866.699.4759.
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 1.866.699.4759.
Fast Busy Signal A fast busy signal may mean you have a balance due. Please call Customer Service at 1.866.699.4759 to see if there is a problem with your account.
Outage Issue Solution
Power Outage Your Home Phone Unlimited service requires electrical power to function. In case of a power outage, the Battery Backup Unit (BBU) will power your basic Home Phone Unlimited 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 phone service will not function.
  • If your home security system is currently using a jack in your house, those same jacks can be used for Home Phone Unlimited 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 buying and/or replacing the battery in the BBU.
Out-of-Service Back-up Phone Number In the event of a power outage, and you need to forward your calls to another number, you can use your back-up number. This is important if you have a power outage and don't have battery back-up. Once your phone service has been restored, the forwarding is stopped automatically.

Contact Customer Service to change your back-up number.

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 your call will go to your specified back-up number.
Still need help? Call 1.866.699.4759

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