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CiaW
1st Topic

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2 Messages

Thursday, October 16th, 2025

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New modem, now phone line doesn't work

We received a new modem about two weeks ago or so (it's an Xfinity modem) and then discovered our phone line doesn't work anymore. We are unable to get a dial tone.  

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4 days ago

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XfinityThomasC

Official Employee

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2.9K Messages

4 days ago

Hello, @CiaW sorry to have read you've run into a hiccup with the new modem install. Have you checked the port on the back of the modem to ensure the phone is plugged into Tel#1? Have you performed any troubleshooting steps such as rebooting the modem? 

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CiaW

Visitor

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Hi, yes, we've tried everything we can think of and everything that Xfinity recommended for troubleshooting. No luck. The modem has been restarted many times.

4 days ago

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XfinityThomasC

Official Employee

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2.9K Messages

@CiaW Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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4 days ago

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XfinityAdrienne

Official Employee

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1.6K Messages

4 days ago

I am happy we were able to get some signals sent through to provision the phone onto your new modem @CiaW! Please don't hesitate to reach out in the future if you have any other questions/concerns, we are happy to help! Have a wonderful rest of your day! 

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