Visitor
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2 Messages
My caller ID does not display on my TV
The caller ID associated with my home phone which is through Xfinity does not display on my television which is also Xfinity service.
The caller ID would always display with an incoming call before. Ever since I got a brand newest modem Xfinity offers,it doesn't work anymore. The caller ID number does not display on the television screen. I have checked the settings for Xfinity voice and it is toggled to the on position. I've switched it off and on several times. I'm not sure what is wrong but I think it might be at your end. Please help
Randy has been an Xfinity customer for over 25 years
XfinitySara
Official Employee
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2.2K Messages
3 days ago
Hello and thank you for taking the time to post your concerns with Caller ID, @user_02gotq. It is frustrating when a feature you rely on suddenly stops working after an upgrade, but this is actually a known quirk when switching to our newest gateways (like the XB7 or XB8). The good news is we should be able to help fix it! Since you’ve already toggled the settings on your TV, the issue likely isn't the TV box itself, but rather a syncing error between your new modem and our backend servers. Here is a checklist to get the notifications back on your screen:
1. The "Power Cycle" Sequence
Even if the settings say "On," the hardware needs to handshake again. Follow this specific order:
- Unplug your X1 TV box and your new modem.
- Plug the modem back in first and wait for it to be fully online (solid light).
- Plug the TV box back in. This forces the TV box to pull a fresh "entitlement" signal from the new modem.
2. Check the "Xfinity App" Settings
Sometimes the setting on the TV screen doesn't "talk" to the account level.
- Open the Xfinity app on your phone.
- Go to Account > Voice Settings > Caller ID on TV.
- Ensure it is toggled ON here as well. If it was already on, toggle it off, wait 30 seconds, and toggle it back on.
3. The "System Refresh"
If the hardware swap caused a glitch in your service signals, you can trigger a refresh yourself:
- Press the A button on your Xfinity remote.
- Select the System Refresh tile.
- This takes about 10 minutes and restarts all boxes, but it’s very effective at fixing "missing features" after a modem change.
4. Why it might be "on our end"
Since you mentioned this started with the new modem, there is a possibility that the Rate Codes on your account weren't updated correctly. When a new modem is scanned in, the system sometimes fails to "attach" the Caller ID Notification code to the new hardware ID.
- Note: If the steps above don't work, let us know! We may have to push a provisioning signal or perform other remote troubleshooting, which we're happy to do.
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