Internal House Wiring No Longer Working with New Modem Installation

We have had Xfinity Voice, TV, and Internet since 2017. In addition to using the voice line for home phone service, we need it to connect to our community's Emergency Services Security System. The house is fully wired throughout for phone, internet, and cable. Over a month ago, Xfinity took us off our 8 year old legacy account, opened a new account at the same address, and gave us a new modem. Since connecting the new modem, we did not have a voice line. Yesterday, an Xfinity agent discovered that our phone line need a "CDL" designation (Comcast Data Line) and now the phone works. Mysteriously, our internal house wiring not longer has active ports. I plug the voice line into the Telephone Module and then plug a phone into the module and I have a dial tone so I know there is nothing wrong with the module. All of the ports on the module work. I have checked all the visible wiring connections on the phone module and everything is intact. I have seen multiple people post on Reddit with this same issue with no resolution.

Furthermore, the "Advanced Forwarding Feature" on the voice line is not available. I previously set the advanced forwarding feature to have calls ring on the home phone AND on my cell phone simultaneously. That way I can answer a call in any room when I am home or answer on my cell when I am out. When I had a very technical Comcast rep at the local store work with their Tier 2 support on the "no voice line" issue, we finally got the voice line activated. We can make and receive calls after testing with the Tier 2 Tech. However, she says the account gives a message that there is a "customer wiring issue". She couldn't even see the "advanced forwarding feature" on her end. Seems like maybe this is all connected. Any ideas. Tech is coming today. Hopefully we get some credible support. We have spent well over 15 hours working with Xfinity on this. I usually I drive to the Xfinity store when I have an Xfinity tech on the phone so they can listen to everything the store rep has done and we don't have to start from ground zero each time.

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EG

Expert

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112.3K Messages

8 days ago

The concern is not "Community Knowledge Base" related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityKei

Official Employee

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1.7K Messages

8 days ago

@user_rdi76t Thanks for bringing your concerns to our attention. I'm glad to know everything was resolved with your phone line and its working.

What were the results of the tech yesterday for the wiring error?

user_rdi76t

Visitor

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4 Messages

Unfortunately, the tech had not been provided any of the trouble shooting details/information the Tier 2 Technical Rep may have noted. As I mentioned, the Tier 2 Technical Rep said there she saw a "error message"??? on the account that said there was a problem with the home wiring. The Tech checked the physical connections to the phone, modem, and phone wiring module. We have a dial tone on the phone, so he did not have any additional ideas. At this point, we have scheduled an outside professional to resolve this ongoing incompatibility issue with the modem that has lasted over a month. If I get a resolution, I will post it in this thread for the other customers having the same problem. Thank you.

(edited)

3 days ago

user_rdi76t

Visitor

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4 Messages

The tech visit for the wiring issue didn't resolve anything. Unfortunately, the on-site tech was not provided any notes on the Tier 2 techs' work with us. He started from scratch and checked the phone line going to the modem, to the phone wiring module, and the phone. We had a dial tone, so he had no additional ideas of what to do. I dismissed him. We have a private wiring technician scheduled to resolve the incompatibility issues within the modem. I will post the resolution on here when we get this resolved.

3 days ago

XfinityJustinM

Official Employee

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197 Messages

Hi @user_rdi76t, thank you for bringing us a new update. We would love if you could continue to share anything you learn about the wiring issue. You also mentioned that you were having some issues with the call forwarding, were you able to get that feature running as normal?

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3 days ago

user_rdi76t

Visitor

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4 Messages

Still cannot get the "advanced forwarding" feature to appear. It is greyed out in the app. On her end, the Tier 2 technical rep did not even see "advanced forwarding" as a feature.

1 day ago

XfinitySeth

Official Employee

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350 Messages

Since it's still greyed out for you in the app, I'd like to look into this on the account directly just to ensure the feature is applied the way it should be with the service. Please send us a direct chat message with your full name, the name listed on the account (if different), and the full service address associated with your account to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

1 day ago

Customer Service

user_rdi76t

Internal House Wiring No Longer Working with New Modem Installation

EG

XfinityKei

user_rdi76t

user_rdi76t

XfinityJustinM

user_rdi76t

XfinitySeth

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