No dial tone after new gateway install

Yeah, and you can't talk to a human being anymore.  Probably an easy fix but you have to jump through 50 hoops to converse with someone.  Hopefully we can get it resolved!

The human just remotely rebooted the gateway.  It did not fix it.  Tech is coming over today.  If that is not fix, I will return the gateway. if that does not work, will switch to verizon.

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.

Hey everyone.  I had the same issue.  I replaced the xfinity modem and lost my land line dial tone.  So I opened the xfinity assistant and typed in, "I want to talk to a human or agent"  It then asked what I need help with so I clicked the xfinity voice button option.  A real agent chat automatically opened.  I typed in that I lost my phone dial tone after getting a new router and wanted my router REPROVISIONED so the phone number would be programmed into the router.  The agent had me confirm the mac address on the bottom of the router and then switched my phone number from the old router to the new router.  The router rebooted and AND IT WORKED!!!!!  The only glitch was I lost the chat during the restart but went through the assistant again and got reconnected to the same tech.  How does that happen?  It's was magical.  Below is my full chat conversation.  Hope this helps.

--- Conversation on 04/22/2025 ---

Xfinity Assistant (03:50 am): I can help you get the best experience with your Xfinity Voice service.

TIM (03:50 am): Chat with an agent 

Xfinity Assistant (03:50 am): No problem. I'll put you in touch with a live agent now.

Agent (03:50 am): Hi Tim, thank you for contacting Xfinity. My name is Aditya. How may I help you today?

nullAgent (03:52 am): Yes. I appreciate you bringing this to my attention. I'm happy to help you.

Agent (03:52 am): Can you please confirm that this is your CM MAC address of the modem, you can find it below or behind of the modem?

nullAgent (03:53 am): Perfect!! thank you for confirming. 

Agent (03:54 am): I am getting the provision signal to your modem. 

Agent (03:54 am): Also swapping the modem. 

Agent (03:54 am): An automated check was able to submit the device swap for the customer’s XFINITY Voice Service.

Agent (03:55 am): In the meantime, how has been your day so far? 

nullTIM (04:00 am): resume my chat

Xfinity Assistant (04:00 am): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

TIM (04:01 am): resume my voice chat with agent

Xfinity Assistant (04:01 am): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

TIM (04:01 am): Xfinity Voice

Xfinity Assistant (04:01 am): I can help you get the best experience with your Xfinity Voice service.

TIM (04:01 am): Chat with an agent 

Xfinity Assistant (04:01 am): OK. I'll put you in touch with a live agent now.

Agent (04:01 am): Hi Tim, welcome back. This is Aditya, please give me a few moments to review the conversation so we can pick up right where you left off.

Agent (04:02 am): Tim, I have successfully provision your modem and now you will be able to get the dial tone. 

nullAgent (04:03 am): Awesome!!! 

Agent (04:03 am): Thank you for understanding the process and for being such a nice person to talk to. We are all set. Is there anything else I can assist you with ?

nullAgent (04:04 am): I hope I have resolved your concern and you are happy with the service I provided today.

Agent (04:04 am): If you do not mind, can I make a very small request to you please? This might help me a lot today.

nullAgent (04:04 am): A small request, If you are SUPER HAPPY with my resolution provided, please click on End CHAT button and follow the prompts. I hope you can share your journey on how I was able to provide you a resolution, by clicking the "END CHAT" button.

Agent (04:04 am): The survey, which you will receive, will be totally for me and my Hard work and hope for the T-E-N and out of feedback for my hard work

Agent (04:04 am): 1 0 / 1 0 would make my day 👏🙌

Agent (04:04 am): 🔹 Your feedback is my scorecard—it helps me grow! 📊

nullAgent (04:05 am): Thank you

Hey @user_l716ih! Thank you for visiting our Xfinity Forums Community support page. I am so glad to hear that your interaction went smoothly to activate the Xfinity Voice services. It certainly means a lot to us for you to take the time to leave your feedback.

Yes.  And if it takes 24 hours to provision the phones, the customer needs to know that. It is unbelievable your company would be so inconsiderate for those that need that service for their very survival.  Put the warning out.  I will tell put local office of this incredible lack of technological capabilities.  I am flabbergasted.  I rather it would have been a mistake because those happen, but to be told it is by design.  WE had this service with you for several years. We will avoid any more upgrades in the future until your company somehow acquires the technology to support your customers.

Yes, it has been over 48 hours since we activated the device.

gjp0928

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.