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Shessar
Expressive Exchange
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24 Messages

Saturday, July 26th, 2025

No Dial Tone after new gateway

We recently got a new gateway and just noticed that there is no dial tone so no ability for incoming or outgoing calls. Any incoming calls go directly to voicemail. We've run through all of the typical troubleshooting steps, i.e. restarting gateway, trying a different phone set, connecting directly to the gateway. Nothing helps. Any help would be appreciated.

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9 days ago

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XfinityDuron

Official Employee

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93 Messages

15 days ago

Hi there @Shessar I wanted to reach out to see if you were able to get your dial tone back up and running? How's things going with your service? 

1

user_RJC29

Visitor

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5 Messages

@XfinityDuron​ I need help with same issue. I’ve reset many times

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14 days ago

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Shessar

Contributor

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24 Messages

15 days ago

Yes, thank you for asking. I called support and after several rounds of fighting the circular questioning of the automated support system (and screaming at the phone that I've already restarted the stupid modem 3 times, LOL) I finally figured out how to get to talk to a real person. She reprovisioned the gateway ans all is well.

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XfinityKassie

Official Employee

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1.9K Messages

 

Shessar You're welcome, and thank you for the update! We appreciate the feedback, as we are always looking for ways to improve our customers experience in doing business with us. I'll be sure to pass along the sentiments. I'm glad to hear you were able to get things taken care of with the agent. If anything should come up in the future, we are here 7 days a week. I hope you have a great rest of the week! 

 

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15 days ago

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user_RJC29

Visitor

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5 Messages

@Shessar​ how did you get a real person???? 

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14 days ago

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Shessar

Contributor

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24 Messages

@user_RJC29 I wish that I could be specific, but I tried so many times to get to a real person that I can't quite remember exactly how I did it. However, I do remember that at one point I was given the option to go back to the 'main menu', and was able to navigate to Voice, and then got an agent. I told her that I didn't have a dial tone after getting a new modem and that I needed to be re-provisioned. It took her maybe 5 minutes max. She was wonderful.

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9 days ago

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