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Anon425887
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13 Messages

Tuesday, August 3rd, 2021 2:04 PM

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Phone not ringing through.

Ever since a new cable box was installed and my phone now goes through my modem, a lot of calls show up on my TV screen but don't ring through to my phone.  Fortunately, none have been any that I would have picked up!  LOL  But it's such a mystery.  Almost all of the calls are from the 765 area code in Indiana, which is nowhere near me.  I guess I don't need it fixed, only explained.  Thanks!

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3 years ago

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XfinityRaul

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1.6K Messages

3 years ago

Hello, @Anon425887. I appreciate you reaching out to us to learn more about the verification process for your phone service. The (V) stands for verified, which means the phone number went through our verification process before it was routed to you. You may read more about our Verified Caller ID feature by visiting this link https://comca.st/3jojcGl.

 

The phone features should be set to ring regardless if you're connected to the modem or not. Check the phone to make sure the ringer is turned on. Please visit this link to learn more about the TV caller ID feature https://comca.st/3CmxNuz.

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Anon425887

New Poster

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13 Messages

3 years ago

I appreciate the response.  The first part of your answer is to a question which is for some reason not shown here.  I know the (V) shows a call has been through your verification process.  But, what has been verified?  Are you verifying that's it's an actual number?  That the number actually belongs to the person identified in the caller ID?  BTW, the address you list at the end of the first paragraph does not work.  

As far as the second part, only a few of my calls show up on my TV screen but do not ring through to my phone.  Most come through just fine.  And my caller ID works just fine on those calls, TY.

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Anon425887

New Poster

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13 Messages

3 years ago

I've just received a call that didn't ring through on the phone.  The caller ID on the TV screen said the number [Edited: "Personal Information"].  That was today, 8/11 at 5:54pm.  As I said, most, but not all, of the calls are from the 765 area code.  The caller ID shows these calls to be from individuals, businesses, medical facilities and even a CVS.  I've tried researching the numbers and did find one that was from a FAX machine.  If these calls were to ring through on my phone, I wouldn't pick them up.  I'm just really curious about the situation and would love to know what the caller hears on their end.

(edited)

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CCJay

Official Employee

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618 Messages

Thanks for the update! By any chance, do you have the Call Screening Feature active? 

I no longer work for Comcast.

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

3 years ago

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Anon425887

New Poster

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13 Messages

I"m not sure what that is.  I have caller ID on my phone, but if it's something on the TV, then I don't think so.  Instruct me.

3 years ago

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user_PeterC

Contributor

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150 Messages

@Anon425887  You can use the Call Screening feature to add certain phone numbers to a list. When a number from this list calls you, and if you miss the call they will be greeted with a message stating that you're unavailable. There's some step-by-step instructions on implementing this feature at https://www.xfinity.com/support/articles/call-screening. By any chance are  you able to test out calling the phone from another number/cell to see if the issues are impacting the phone as a whole?

3 years ago

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Anon425887

New Poster

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13 Messages

My first thought is that if I'm to use the Call Screening feature for the calls that don't come through my phone, I'd have to keep my eyes on the TV screen and note down each number that appears.  From what I've seen, there are very few numbers that come through more than once, so I'd constantly be inputting numbers and quickly reach the max.  This situation just isn't worth that to me.  Also, I borrowed a phone and called myself.  The call went to my phone just fine.  It showed correctly on both the phone's caller ID and the TV.  As I've said, I've never had a call I would answer skip my phone.  I never pick up a call from anyone I'm not sure of.  I appreciate all the time you and your colleagues have put in on this, but I guess I just won't think about it anymore.  Since the calls are mostly from Indiana, I'll just wave the next time I drive thru the state.   Thank you.

3 years ago

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XfinityEva

Official Employee

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1.3K Messages

I understand, and we appreciate your patience and working with us. Could I suggest one more try with the Anonymous Call Rejection Feature? 

 

To Deactivate Anonymous Call Rejection

  1. Lift the receiver and listen for the dial tone.
  2. Press *87 and listen for a confirmation tone that the feature has been canceled.

To Re-Activate Anonymous Call Rejection

  1. Lift the receiver and listen for the dial tone.
  2. Press *77 and listen for a confirmation tone that the feature has been activated.

You can also try this online on the Xfinity Connect website under the Telephone icon. 

  1. Enter your Xfinity ID and password.
  2. Click the Settings (wheel) icon in the upper-right corner and select Settings to see your Voice preferences.
  3. Select Call Blocking.
  4. In the Anonymous Calls Rejection (ACR) section, select the Block all anonymous calls box.

*We’ve also made display updates to this feature on the Xfinity Connect website. All calls will display as Blocked, instead of Missed. And the Caller ID name will display as Anonymous, instead of Private, Unavailable or Null.

 

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

3 years ago

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