Change Number of Rings Before Voicemail

Hi, I am having the same problem everyone else is having but the Xfinity support person says I need to make my own post to get any help.

I just want to change the number of rings before voicemail kicks in. Very simple. The section where I should be able to do it has that error message: Sorry....try again in a few minutes. I've been trying to get help over the phone for 2 days now but no luck yet. The Xfinity rep I just spoke to said their website is currently glitching because of hackers. She said they would resolve it in the next 30 minutes. On the off chance that this Xfinity rep is mistaken and hackers are not the reason people have had this same issue for years, can anyone here help change the rings internally?

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XfinityRaul

Official Employee

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2K Messages

24 days ago

@user_cza9d4 Thank you for making us aware you're having issues increasing the number of rings before the phone call goes to your voicemail via Forums. I would be more than happy to help figure out a solution to this problem you're experiencing. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own?

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user_cza9d4

Visitor

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3 Messages

I've logged into Xfinity, then went to Check Voicemail, then Settings, then Menu, then Call Forwarding. I should see options under Advanced Call Forwarding but instead it says "Sorry, but something went wrong. Please try again in a few minutes."

I have also talked to half a dozen Xfinity staff over the phone and I get transferred over and over to "someone who can help you". Eventually I am left on hold and hang up.

The Xfinity rep said your website would be fixed in 30 minutes. That was several days ago. She had also wanted to take control of my phone account to fix the problem somehow. I didn't feel comfortable with that option.

Should I try *99 or anything else?

Note: I did find a bit of a workaround that hopefully helps others. I reduced the number of rings on the physical answering machine to 5. Xfinity voicemail must be set to 6 because the machine kicks in first now. This doesn't solve Xfinity's issues but it's better than nothing. I prefer to change Xfinity voicemail to more rings if possible. Let me know if you have figured out how to do that.

(edited)

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22 days ago

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XfinityKei

Official Employee

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1.6K Messages

@user_cza9d4 Thanks for the additional information. I’m sorry to hear you're having an issue when trying to make this change. It can take up to 24 hours after you make the request before the changes take effect. I have a link with those steps here https://www.xfinity.com/support/articles/change-number-of-rings-before-calls-are-forwarded.

Can you please direct message me your first and last name along with your full service address so that I can assist?
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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22 days ago

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user_cza9d4

Visitor

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3 Messages

19 days ago

Please reread the steps I have taken. Then read the steps in the link you sent me. They are the same.

I also checked and the Xfinity site is still not working. When will it be fixed? After Xfinity fixes the site, I should have a drop-down option that allows me to change the number of rings.

I can direct message you, but I would like you to actually read my posts as well.

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XfinityVianney

Official Employee

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2.3K Messages

user_cza9d4, we did read your post, and we are ready to help. Dialing *99 won't help with this specific function. The steps outlined here: https://www.xfinity.com/support/articles/change-number-of-rings-before-calls-are-forwarded, is the best path. If this is not working on your end, we can help make the changes manually on our end for now.

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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19 days ago

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Change Number of Rings Before Voicemail

XfinityRaul

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XfinityKei

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