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user_squk0e
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Monday, February 17th, 2025 8:28 PM

No dial tone after gateway upgrade

Just upgraded my Xfinity gateway (to model CGM4981COM) and now I have no voice service.

Question

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Updated 

3 days ago

73

4

user_2vnfw4

1 Message

3 months ago

I have the same issue.  New Modem and no dial tone on land line.  I've reset the router.  I've confirmed phone connections on the router, applying them exactly the way they were in the old gateway.  No lights on phone area, wireless is working great.

3

XfinityJorge

Official Employee

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2.2K Messages

 

user_2vnfw4 Hey there! Thank you so much for using our Forums and we are sorry to hear that you are also having a hard time. Is this still ongoing if so we are here to help. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

0

grech

Visitor

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1 Message

I have spent the last 2 days, off and on, trying to resolve the very same issue: Upgraded the gateway, no dial tone. Data and the internet are great. I have plugged, unplugged, turned on, and turned off directly to the gateway phones, changed batteries on the handsets, base connected directly to the gateway. Still no dial tone. My old router worked for 11 years... In addition, the new gateway kicked out my established 5G and 2.4G networks, servicing the various peripherals (disrupting cameras, repeaters, smart plugs, Aura frames, and...)

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5 days ago

0

XfinityRaf

Official Employee

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922 Messages

Good afternoon @grech. Thanks for taking the time to comment here reporting your no dial tone issue. If you are still having the issue, please send us a private message, so we can assist.

To send a "Direct Message" ("Private") message:

• Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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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3 days ago

0

user_squk0e

2 Messages

3 months ago

Just got it resolved. Managed to initiate a chat session with an agent via the Xfinity Assistant. Still not understanding why it had to come to this as a result of a simple gateway swap.

0

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

3 months ago

user_squk0e Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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0

RBN003

Contributor

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40 Messages

3 months ago

I am having the same issue.  This should be a simple swap.  Technology nowadays is not like the 1980s.

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