stutter dial tone

I transferred my AT&T landline number to Xfinity Voice about a month ago. The service is working, but when I pick up the phone I get a stuttering dial tone which is supposed to indicate I have voice messages waiting. But there are no voice messages waiting, as this condition has existed from the first moment my Xfinity Voice service was activated. I reported the problem and had a technician visit. He found no problem with my equipment and said that Xfinity should be able to fix this remotely. A couple of trouble tickets have been opened on this issue but the problem is not resolved. In an attempt to fix this, my voicemail service was turned off, the idea being that this would fix the problem and then voicemail would be reactivated. The voice mail was turned off over a week ago, but I still have the stuttering dial tone. I am not getting any callbacks from Xfinity with respect to the trouble tickets. Xfinity admits that what they call a "stuck voicemail counter" is a known issue. Why are they unable to correct it? This has become a major annoyance.

Responses

XfinityAldrik

Official Employee

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1.7K Messages

3 years ago

Hello @johnb3030, I personally have had my home phone number for ages, I would also want to make sure it transferred correctly! I completely understand how important voicemail issues are too. Could you please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account?

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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johnb3030

Regular Visitor

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12 Messages

@ComcastAldrik On Friday, I sent the private message to Xfinity Support as you requested, but I have received no reply and the problem is still present.

(edited)

3 years ago

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CCHeather

Problem Solver

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1.1K Messages

Good morning! I hate to hear you did not receive the response we sent. Can you please send us a PM with the best email address and phone number you can be reached at?

I no longer work for Comcast.

3 years ago

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johnb3030

Regular Visitor

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12 Messages

I had a visit from an Xfinity technician yesterday. He temporarily installed an Xfinity modem and the problem disappeared. Upon reinstalling my Arris SBV3202 modem, the problem returned. This modem model is on the Xfinity "approve modems" list, and the carton plainly states "Certified to work with Xfinity." I purchased it from Amazon in April 2021. It is now past the date when I could return it to Amazon. If you look at

https://forums.xfinity.com/conversations/home-phone-features/modem-and-dialtone-problem/602dae4ac5375f08cde51bf2

you will see that customers have been complaining about this exact problem with this exact modem for almost 16 months.

In addition, when the technician re-activated my modem, he did it without entering the modem serial number, and now when I look at

https://customer.xfinity.com/#/devices I see the modem listed twice, once with a serial number and once without. I asked him to fix this but he said he didn't know how to do that.

I have called Xfinity repeatedly about this issue since my Xfinity Voice service was activated almost 2 months ago. They have sent a technician twice, and repeatedly failed to follow up on trouble tickets. Now we learn that it is a problem they have known about for almost 16 months!

Now I have an expensive modem that doesn't work right and which I can't return. Is there anything Xfinity can do about this to make things right?

3 years ago

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user_JosephC

Problem Solver

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369 Messages

Hello and Happy Monday, johnb3030! I hope you’re having a great week so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

Going forward, I'm truly sorry to hear about the experience you've had regarding your purchased modem and the activation process overall. This is definitely not the experience we'd like for our valued customers to have, and I would now like to take a closer look from the backend to see what options we have to help remedy this all in the best way possible.

To get the ball rolling on this process, please send us a private chat message by following the process that our very own Communities Expert, BruceW so graciously outlined here:

Click "Sign In" if necessary
Click the "Peer to peer chat" icon or https://comca.st/3diWkWH
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements. Thanks again for both your time and patience!

3 years ago

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johnb3030

Regular Visitor

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12 Messages

I would have replied to this post sooner, but I didn't receive any notification that there was a new reply. I'm doing this on a PC, not on a phone app, and I don't see the chat icon in the upper right corner of the screen. I also tried the link https://comca.st/3diWkWH but I get a 404 error there.

My modem is no longer listed twice at https://customer.xfinity.com/#/devices so that is an improvement. It is listed once with the correct serial number as it was before the last technician visit.

The problem remains that when I pick up the phone I always get a stuttering dial tone, even though there are no voicemails waiting.

We have determined that the problem seems to be with my brand new Arris SBV3202 modem, "certified to work with internet provider Xfinity". Other users of this modem report the same problem. There is an indication that there *may* be an updated Firmware for this modem which Xfinity needs to approve and implement.

My time is valuable. I have wasted numerous hours trying to get this corrected, including two technician visits. We seem to be going around in circles. I'm out of patience. If Xfinity wants me to be a satisfied customer, they need to resolve this now.

3 years ago

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T

tonyk06731

Visitor

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3 Messages

3 years ago

I had the same problem with my purchased ActionTec modem. I too had a tech come out twice after online support could not solve the problem. On the 1st visit, he replaced the modem with a refurb unit but that did not solve the problem. He also took my purchased modem away. That tech said he had no idea how to solve the problem, that he was a hardware tech not a software tech. On the 2nd visit, that tech replaced my modem with a new modem. That fixed the stuttered dialtone problem. They gave me the modem (ie, no rental fee), and refunded my cost for my purchased modem. To make all that happen, I had to complain to the local service manager. I take it that they can eliminate the stuttered dialtone on only some of the modems that they say they support.

(edited)

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LowerBill

Frequent Visitor

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12 Messages

3 years ago

Has your issue been corrected? And if so how did you get it fixed? I started having the same issue yesterday (7-16-21) after I had them activate my new modem. I upgraded my modem from the Arris TM822R to the Arris SBV3202 (I own these modems I do not rent and I also have my one Routers) to take advantage of the higher speeds that I'm paying for. Once the new modem was activated along with the phone service. When I picked up the phone to make a phone call to make sure everything was working, I too was hearing the double blip dial tone......which usually indicates that you have a voice mail. For the last several years that I have had xfinity home phone, I have had the voice mail feature turned off by the customer service agent because I have my own physical answering machine that is the base for my cordless phones I use in my home and I do not want the two conflicting with on another and it's just easier to my machine.

If anyone else is having this same issue please let us know and if it has been fixed.

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LowerBill

Frequent Visitor

•

12 Messages

3 years ago

Has your issue been corrected? And if so how did you get it fixed? I started having the same issue yesterday (7-16-21) after I had them activate my new modem. I upgraded my modem from the Arris TM822R to the Arris SBV3202 (I own these modems I do not rent and I also have my one Routers) to take advantage of the higher speeds that I'm paying for. Once the new modem was activated along with the phone service. When I picked up the phone to make a phone call to make sure everything was working, I too was hearing the double blip dial tone......which usually indicates that you have a voice mail. For the last several years that I have had xfinity home phone, I have had the voice mail feature turned off by the customer service agent because I have my own physical answering machine that is the base for my cordless phones I use in my home and I do not want the two conflicting with on another and it's just easier to my machine.

If anyone else is having this same issue please let us know and if it has been fixed.

0

LowerBill

Frequent Visitor

•

12 Messages

3 years ago

Has your issue been corrected? And if so how did you get it fixed? I started having the same issue yesterday (7-16-21) after I had them activate my new modem. I upgraded my modem from the Arris TM822R to the Arris SBV3202 (I own these modems I do not rent and I also have my one Routers) to take advantage of the higher speeds that I'm paying for. Once the new modem was activated along with the phone service. When I picked up the phone to make a phone call to make sure everything was working, I too was hearing the double blip dial tone......which usually indicates that you have a voice mail. For the last several years that I have had xfinity home phone, I have had the voice mail feature turned off by the customer service agent because I have my own physical answering machine that is the base for my cordless phones I use in my home and I do not want the two conflicting with on another and it's just easier to my machine.

If anyone else is having this same issue please let us know and if it has been fixed.

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CCEthan

Official Employee

•

1.4K Messages

Hi, @LowerBill. I can understand wanting everything to work as it should and we are happy to double-check the account and make sure the voicemail is disabled. You can send us a private message with your name and address to continue.

Make sure you are signed in with Xfinity credentials.

1. In the top right corner, you'll see a little chat icon. Click this "Peer to peer chat" 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 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

0

U

user_2c6339

Visitor

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1 Message

3 years ago

I just had my Straight Talk home phone line transferred and as soon as it was activated, I was getting a stutter dial tone. Took me a while. Tech's had no idea.. I finally got into My Account and clicked on the Voice Icon at the top. I was able to get in and found two voice mails, even though I had not set up the voice mail. One was from my other telephone, checking if the line had been released. The other was from Xfinity giving me a pin number. So I marked them both read, and deleted one.

Bingo!! Stutter Dial Tone, gone! Now weather or not by doing that, I created a voice mail account. I am not sure, but it solved the problem. I cancelled the tech visit, which I knew wouldn't fix it. The guy from India said it was a hardware problem.. Not so!!

Thought I would pass it on!!

(edited)

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Home Phone Features

johnb3030

stutter dial tone

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