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user_9zuiky
1st Topic

3 Messages

Wednesday, February 12th, 2025 3:01 AM

No dial tone

Installed new Xfinity Modem and now no dial tone. Performed all trouble shooting. Nothing has worked. Have seen that Xfinity Rep must activate Voice on new modem. Please help! 

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Updated 

1 month ago

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Accepted Solution

XfinityRichard

Official Employee

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1.7K Messages

2 months ago

Hi there, @user_9zuiky ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm very sorry for the trouble you are having with your Xfinity Voice services. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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

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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?  Does anyone know if there is a class-action law suit over this?

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user_9zuiky

3 Messages

I called the 800 number and finally got a human.  I asked them to ACTIVATE my land line now that I had the new modem/router and the woman was happy to assist and knew exactly what I was talking about.  Xfinity should just do this for the customer, but instead we are made to jump through silly hoops when all they have to do is handle it on their end right from the start.  Poor execution of new equipment but I do love the xfinity products. 

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1 month ago

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user_9s5xp1

1 Message

1 month ago

Installed new Xfinity Modem and now no dial tone. Performed all trouble shooting. Nothing has worked. Have seen that Xfinity Rep must activate Voice on new modem. Please help! How do I contact a real person? I have called 1-800-934-6489 several times and there is no option to speak to a live representative. Please help!

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user_9zuiky

3 Messages

When I called the 800 number I just kept saying customer service over and over again and finally a human was dispatched to me. Isn't it soooooo frustrating though.

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1 month ago

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XfinityJorge

Official Employee

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2K Messages

user_9s5xp1 Hey there! Thank you for your feedback and we are happy to hear that it is all working now. If there is any additional help you need, please let us know.
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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XfinityLinda

Official Employee

 • 

1.7K Messages

@user_9zuiky Thank you for sharing your resolution, and we're happy to see it was resolved for you. Sorry about the experience, but we appreciate your feedback.

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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