Troubleshooting tips
Most phone issues can be resolved with a few simple checks. Try these before calling support.
No dial tone
- Check that your phone is securely plugged into the wall jack.
- Try a different phone on the same jack to rule out a faulty handset.
- If you use a cordless phone, make sure the base unit is plugged in and powered on.
- Disconnect any other devices sharing the line (fax machines, modems, alarm systems) and test again.
- Check for a tripped breaker or blown fuse if your phone requires power.
- If none of these steps restore your dial tone, contact support.
Static or noise on the line
- Unplug all phones and devices from your phone jacks.
- Plug a single corded phone directly into the main jack (the network interface).
- If the static is gone, the issue is with your inside wiring or equipment.
- Reconnect devices one at a time to identify the source of the noise.
- Check for loose or damaged phone cords and replace if needed.
- If static persists at the main jack, the issue may be on the outside line — contact support.
Can't make or receive calls
- Verify you have a dial tone before dialing.
- Make sure you're dialing the correct number, including the area code if required.
- Check that call forwarding hasn't been accidentally activated.
- If you can make calls but not receive them, check for do-not-disturb settings on your phone.
- Try calling your number from a cell phone to test incoming calls.
- If the problem persists, contact support to check your line status.
Still having trouble?
If you've tried the steps above and your issue isn't resolved, our support team is ready to help.
Upgrade to digital phone
When you upgrade to Fidium Fiber, you can add digital home phone service that's clearer, more flexible, and less expensive than a traditional landline — with your same phone number and 20+ calling features included.
Lower cost, more features
Voicemail, caller ID, call waiting, call forwarding, voice-to-email, and more — all included. No separate long distance provider needed. Local and long distance calling are built in.
Crystal clear calls
Digital phone over fiber delivers superior sound quality compared to traditional copper lines. No more static, interference, or dead zones — just clear, reliable calls every time.
Keep your number
Switching is easy — keep your existing phone number and your same phones. Just plug them in and start making calls over the fastest fiber network. Battery backup is available for peace of mind during power outages.
Phone book & directory listings
Your phone number is included in the local directory by default. You can request changes to your listing — including going unlisted or unpublished — by contacting us. Download your local phone book and white pages from our directory listings page.
Battery backup
Fiber-based phone service requires power at your home. Without a battery backup, you won't be able to make calls — including 911 — during a power outage. A battery backup unit (BBU) keeps your phone working for up to 24 hours.
National Do Not Call Registry
The National Do Not Call Registry helps reduce unwanted telemarketing calls. Registering is free and your number stays on the list until you remove it or disconnect the number.
Lifeline assistance program
The Federal Lifeline Program provides a monthly discount on qualifying voice or internet service for eligible low-income households. Only one Lifeline discount is available per household on either a wireless or wireline qualifying service.
Who qualifies
Eligibility is based on household income or participation in certain federal assistance programs such as Medicaid, SNAP, SSI, Federal Public Housing Assistance, or Veterans Pension. Full eligibility details are available at lifelinesupport.org/do-i-qualify.
How to apply
Apply online at GetInternet.gov or complete the application at lifelinesupport.org/get-started. Once approved, call us at 1.844.968.7224 to add the discount to your account.
What's included
Eligible subscribers receive a monthly discount applied to a qualifying voice or internet service. Subscribers who apply the discount to voice service may also qualify for free toll blocking to help control long distance usage. Tribal households may be eligible for additional discounts.
A household is defined as any individual or group of individuals who live together at the same address and share income and expenses. The Lifeline benefit is non-transferable. Learn more at lifelinesupport.org.
Frequently asked questions
Call us at 1.844.968.7224. Our support team can run diagnostics on your line and schedule a repair if needed. If you're calling from the affected line, try to describe any symptoms (no dial tone, static, dropped calls) so we can troubleshoot efficiently.
The fastest way is to call us at 1.844.968.7224. You can also contact your preferred long distance provider directly, and they'll submit a change request on your behalf. With Fidium digital phone, local and long distance calling is included — no separate provider needed.
Intra-LATA calls are long distance calls within your local calling area (LATA). Inter-LATA calls are long distance calls outside your LATA — typically calls to other regions or states. Each requires a designated long distance provider, and they can be different carriers.
Slamming is when your long distance provider is changed without your permission. To protect yourself, you can place a PIC freeze on your account by calling us at 1.844.968.7224. A PIC freeze prevents any carrier changes unless you specifically authorize them.
Cramming is when unauthorized charges appear on your phone bill from third-party services. Review your bill each month for unfamiliar charges. If you find charges you didn't authorize, contact us to dispute them and have them removed.
Call forwarding and other calling features vary by location and service plan. Contact us at 1.844.968.7224 for instructions specific to your area, or check your account portal for available feature settings.
In most cases, yes. Local number portability allows you to keep your existing phone number when switching providers, including when upgrading to Fidium digital phone. Contact your new provider to initiate the porting process. There may be a brief transition period during the switch.
Traditional copper landlines are powered through the phone line and typically work during power outages. However, fiber-based and VoIP phone services require power at your location. A battery backup unit (BBU) can keep your phone working for up to 24 hours during an outage. See the battery backup section on this page for more details.
The Lifeline Program is a federal benefit that provides a monthly discount on qualifying voice or internet service for eligible low-income households. Only one Lifeline discount is available per household. See the Lifeline section on this page for eligibility details and how to apply.