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user_g4o347
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4 Messages

Friday, June 13th, 2025 4:03 PM

Call Tracing

I have landline phone service with Xfinity.

Yesterday I received a crank call from an anonymous phone number, so I did a "call trace" to it, *57.

Right afterwards I received a message that said the call trace was was successful.

So I would like to know if I can get the phone number that called me.

If the call trace was successful, then you should have the phone number somewhere in your data base

I called customer service, but the people I spoke with didn't know how to get me the phone number

So can you please get the phone number for me?  And please speak to someone who knows how to do it.

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Updated 

20 days ago

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XfinityBenjaminM

Official Employee

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2.2K Messages

23 days ago

 

user_g4o347 Unfortunately, we have no resources to be able to pull an anonymous phone number and tell you what number it came from. We also do not log your incoming or outgoing calls, as we view that as a privacy issue. We leave the call log as something accessible on the customer-facing side, but we would not have any additional insight to offer.

 

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user_g4o347

Visitor

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4 Messages

So what is the purpose of doing "Call Tracing"

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21 days ago

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user_g4o347

Visitor

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4 Messages

And not the answer you gave me was not acceptable.

(edited)

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21 days ago

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XfinityBenjaminM

Official Employee

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2.2K Messages

 

user_g4o347 The primary distinction here is that the call you are referencing was anonymous. The number cannot be uncovered, and you may need to seek legal authorities if it is essential that you have the phone number. 

 

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21 days ago

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user_g4o347

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4 Messages

If the number "cannot be uncovered", how are "legal authorities" going to get it for me?

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20 days ago

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XfinityThomasC

Official Employee

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2.6K Messages

@user_g4o347

 

Call tracing is a feature available with Xfinity Voice that allows subscribers to trace the number of a caller who has harassed them. To use it, hang up after receiving a harassing call, wait 10 seconds, and then dial *57. If the call is life-threatening, contact law enforcement immediately. After tracing, you must contact the Comcast Legal Response Center with specific information, including a police report number. Call Trace only works on the last incoming call and should be activated as soon as possible after the offensive call. Not all traces are successful.

 

For more details see: https://www.xfinity.com/support/articles/about-call-trace

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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20 days ago

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BruceW

Gold Problem Solver

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26.5K Messages

23 days ago

Wikipedia and several phone service provider sites say this about *57 Call Trace:

... when dialed immediately after a malicious call, records metadata for police follow-up. Generally, law enforcement will only act on the trace once a formal police report has been filed in regard to the call. ...

See https://en.wikipedia.org/wiki/Malicious_caller_identification

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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XfinityMichaelC

Administrator

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4.4K Messages

21 days ago

Just to follow up on what @BruceW had mentioned, you can also see more information here: Use the Call Trace feature with Xfinity Voice

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