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user_phs00d
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Saturday, February 15th, 2025 6:47 PM

No dial tone after installing new modem

Recently upgraded modem. Since then my landline phone no longer works. No dial tone. 

Question

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Updated 

10 days ago

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2

XfinityChristy

Official Employee

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1.9K Messages

2 months ago

 

Hello
 user_phs00d
, thank you for reaching out via our Xfinity Community. I'm so sorry to hear your landline phone isn't working after upgrading your modem. That's definitely a frustrating situation, especially when you rely on your landline. I understand how important it is be able to call out. To help me troubleshoot the issue and get your phone working again, could you please tell me a little more about how your phone is connected?
Specifically:
  • Is your landline phone plugged directly into the back of your new modem?
  • Or is it plugged into a standard phone wall jack?

Knowing how it's connected will help me narrow down the potential causes and guide you through the right steps. I'm here to help you get this resolved as quickly as possible, and I appreciate you working with me to figure this out.

 

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RBN003

Contributor

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40 Messages

1 month ago

I have the same problem.  I just installed the new gateway and now there is no dial tone on landline.  All incoming calls go directly to voicemail.  I've reset the gateway.  The phone is connected directly to the gateway, so it is not house wiring.  I have confirmed phone connections on the gateway are applied correctly to the telephone port, applying them exactly the way they were in the old gateway and as per new instructions.  Television and Internet are working.  I have rebooted the gateway, and it did not solve any problems.  I cannot be down for days like so many of your other customers are experiencing.  I hope you can see how concerning this is.  The remote technician rebooted the gateway and said the television and internet services are working.  I told him a third time it is the voice (telephone service).  This is a KNOWN ongoing problem.  Why did they send out broken gateways? 

Has this been resolved for you?  Does anyone know if there is a class-action lawsuit over this?

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RBN003

Contributor

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40 Messages

A Xfinity Technician came out and had the Xfinity reprovision my phone lines.  Now it works.  This is a task that cannot be done over the phone or by the customer.  My local Xfinity outlet called it in.   My phone works now.

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1 month ago

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XfinityMartyR

Official Employee

 • 

1.9K Messages

@RBN003 Thanks for reaching out, and letting us know a local technician was able to get your Xfinity Voice service working again. Thank you for all of your patience! 

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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1 month ago

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RBN003

Contributor

 • 

40 Messages

Xfinity billed us for their mistake.  As previously stated, they improperly configured our voice system after a gateway upgrade.  The Xfinity store and the customer service over the phone could not fix it.  They sent out a service person and it got fixed, but I was charged for their mistake.  Has anyone else got charged for a Xfinity mistake? 

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10 days ago

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