Unable to activate voicemail features for secondary user with manager privileges

A secondary user on our xfinity account needs to be able to access the voice mailbox on our landline. All of the literature on the xfinity web site states that this can be done. However, when I toggle the setting to enable this access, it is disabled as soon as I exit the web page. No "save" or "confirm" options appear on the web page; there is no way to enable this access in a way that it will remain enabled after you leave the web page.

I spent the better part of an hour on the phone with an xfinity customer "service" rep who simply kept on insisting that voicemail features cannot be enabled for manager users in spite of the fact that all of the information on the xfinifty web site clearly indicates that this is not the case. If Comcast states in writing that access to voicemail features is not a function of the user category, then its system should work that way. Access to voicemail features is NOT limited to the primary user.

I asked the "service" representative to open a ticket on this issue since the xfinity web site was not working as advertised but he strongly resisted this request. After arguing with him for about 15 minutes, he finally opened a ticket. The ticket number is [Edited: "Personal Information"]. It shouldn't be necessary for me to argue with a "service" rep to get a ticket opened on what is clearly a mismatch between what the documentation states and how the system actually works!

I don't remember ever being anywhere close to satisfied when dealing with xfinity customer service. If a "service" rep is not knowledgable enough to solve your problem, they simply tell you that you can't do what you want to do. Comcast needs to get their act together so that its customers can actually do what its web site tells them they can do!

Responses

XfinityDena

Official Employee

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3.2K Messages

19 days ago

@user_61kkew Here is a link: https://www.xfinity.com/support/articles/get-voicemail-while-traveling of different ways you can access and listen to your Xfinity Voice voicemail. The link: https://www.xfinity.com/support/articles/primary-and-secondary-accounts will go over user roles and permissions on Xfinity Accounts. Are you able to provide the link where it states secondary users have access to the voice mailbox with the app? The link: https://www.xfinity.com/support/articles/device-user-roles while it states access to Voice features are required it does not state that role is able to access these features.

user_61kkew

Visitor

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5 Messages

The following chat with the xfinity assistant provides the instructions for enabling voice features for a manager user and goes on to note that voice permissions can be changed independently of the user role:

Xfinity AI

To enable voice features for a Manager user on an Xfinity account, follow these steps:

Sign in toxfinity.comas the Primary user.
Navigate to theAccount Detailssection to view users.
Click on the Manager user you want to modify.
Under theAllow Access to Voice Featuressection, toggle the button toON.

This will grant the Manager user access to voice features. Note that voice permissions can be changed separately from user roles.

For more details see:https://www.xfinity.com/support/articles/primary-and-secondary-accounts

As stated in my post, when I follow these instructions, the system automatically turns off the toggle button as soon as I exit the Account Details screen. The web page that is mentioned both in your response and in the xfinity assistanity assistance response above states that mangers, members, and viewers can even perform selected privileged voice funtions if they have an xfinity voice security PIN.

So it's back to my original question - how do I enable voice features for users other than myself in a way that the features remain enabled after I enable them?

I've been able to configure things so that an email is sent to the manger user when a voicemail lands in our xfinity voice mailbox. But this user isn't able to access the voicemail by simply clicking the Voice option on the xfinity email web page. How do I make this happen?

Also, what is the status of the ticket that I opened on this issue? If the ticket does not automatically notify me when someone adds information to it, please update the ticket so that it does.

16 days ago

XfinityPaula

Official Employee

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1.4K Messages

Thank you user_61kkew. I see the options you are seeing for allowing the account manager access for the voice settings on the home phone line. And I think I am experiencing the same when you toggle the permission it seems to turn on and right after turns off again. While I toggled the option several times I did receive an email alerting me that I changed the account access permissions and that this manager could now access voice settings. I logged back in under that account manager and found that indeed I could access the voice details for my account with the secondary username.

Have you been able to log in under that managers account or asked the manager to check if they are able to access the voice options?

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16 days ago

Home Phone Features

user_61kkew

Unable to activate voicemail features for secondary user with manager privileges

XfinityDena

user_61kkew

Xfinity AI

XfinityPaula

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