Technical Support for EPB Customers

What steps do I need to take to prepare for this change?

If you do not already do so, get in the habit of dialing 10 digits for all calls before February 5, 2025. You should also be sure that your phone number includes the area code anywhere you have given your contact information, including doctor’s offices. You should also be sure any items such as business cards, stationery, pet tags, etc. include the area code on your phone number. In addition, be sure that any equipment or software is updated to accommodate 10-digit dialing.

How do I set up and access my voicemail?

Press *98 and follow the prompts.Press *98 and follow the prompts. You can also access your voicemail when not at home by dialing 423-648-MAIL (423-648-6245), then follow the prompts to enter your home phone number and voicemail PIN.

Why isn't there a dial tone when I want to make a call?

You may have a cordless handset that’s been left turned on. Make sure all of your home phones are turned off, then try again.

What types of phones may be used with Fi Phone?

Any type of landline corded or cordless phone can be used with Fi Phone service.

How long can a voicemail message be?

Each message can be up to three minutes long.

What features are included with Fi Phone service?

Fi Phone includes many popular features including voicemail, call forwarding, call blocking, call waiting, spam stop, speed dialing, three way calling, call transferring and more. And, affordable domestic and international calling plans are also available.

How do I transfer a call from my home phone?

To transfer a caller to another person, press the “Flash/Talk” button, dial the number where the call is being transferred, then hang up.

Can I forward a voicemail to another mailbox?

Yes. You can easily forward voice messages to another mailbox by pressing 5 while listening to a voice message from any phone, or by accessing your voicemail online via the CommPortal.

What does EPB charge for installation?

There is no charge for residential installation. And, with EPB there are no contracts or hidden fees.

Can I connect an alarm system with Fi Phone?

Yes you can!

How do I use Call Waiting?

To answer an incoming call while on a call, press the “Flash/Talk” button. To temporarily deactivate call waiting for a single call, dial *70 before dialing the number. To turn off call waiting during an active call, dial *70 then press “Flash/Talk.”

How do I use Speed Dialing?

Store up to 30 numbers in Speed Dial. Dial *75, assign a speed dial number (any number between 20-49), then dial the number you would like to store, including the area code. To call a speed dial number, press the assigned speed dial number and then press #.

How do I use Call Forwarding?

To send calls to a mobile phone or other number, dial *72, enter the forwarding phone number and press # to activate. To deactivate, dial *73# from your home phone.

How do I use Three Way Calling?

Bring a third caller into an existing call by pressing “Flash/Talk” (placing the first caller on hold), wait for a dial tone and dial then third caller’s number, then press “Flash/Talk” again for all parties to join the conversation.

Can I add long distance to my home phone?

Yes. Call long distance at just 6¢ per minute. Get the basic plan for just $22.99 per month plus tax. Get 120 minutes of long distance calling at just $29.00 per month plus tax. Or, get unlimited long distance calling at just $39.99 per month plus tax. If you would like to add long distance service, call us anytime day or night at 423-648-1372.

What can I do if my phone number is accidently flagged as spam?

You can submit a request to have your personal or business number reinstated as a legitimate phone number that is not being used for spam calls. Submit a request at https://freecallerregistry.com/fcr/ and it will automatically be forwarded to three different reporting agencies (TNS, Hiya, and First Orion) that will take care of this for you.

How can I keep my business from being flagged as spam?

Provide a real, dial-able number with every call you make – ones that will prevent them from being flagged for robocalling. They include:

Don’t use one main calling number for multiple uses – use unique extensions for each type of call you make to customers
Provide a real, dialable number with every call you make – calling from a “party line” that is not valid or assigned to your business can result in being flagged as spam
Create a Caller ID profile – make sure your outbound calls show up as coming from the name of your business in the recipient’s caller ID.
Comply with “Do Not Call” lists – vet your call lists against national DNC and TCPA requirements to ensure you’re not making unwanted calls that will be flagged as spam.

Why is this change happening?

Because of increased population in the region represented by the 423 area code, a secondary are code is being introduced. To accommodate growth, new local phone lines may be given a 729 area code.

Will my phone number change?

No, your phone number, including your current area code will not be affected. The new 729 area code will only apply to new phone numbers.

What is an area code overlay?

An overlay is an addition of another area code to a region based on its population. Since our area has received a surge of growth, The Tennessee Public Utility Commission is adding a second area code for new phone lines only.

Who will be affected?

Everyone making calls in the local area will be required to dial 10 digits for all calls, including local calls. However, if you already have a phone line using a 423 area code, your number will not change. Only new phone lines established after March 5, 2025, may have a 729 area code.

Does this only affect Chattanooga?

This change is being implemented for the entire 423 are code region, including other East Tennessee communities like Bristol, Johnson City and Kingsport.

Will this affect devices programmed to use 7-digit dialing?

Yes, any systems in place programmed to use 7-digit dialing will need to be updated to use 10-digit dialing. This could include security systems/gates, fire systems, medical monitoring devices, fax machines, call forwarding settings, ankle monitors and more. Phone numbers that have been saved in landline phone equipment and mobile phones will also need to be updated to include 10 digits.

Does this affect how I will dial?

Starting February 5, 2025, you must always use the area code when making local calls, even if the person you are calling has the same area code as you.

I have a 423 area code, will calling a 729 area code still be considered a local call?

Calls between 423 numbers and 729 numbers are still local calls despite having different area codes.

Will this affect my phone bill?

No, the price of a call, coverage area or other rates will not change due to the area code overlay.