question on xfinity voice mail issue

Hello and thank you for reaching out to us here with this concern, you're in the right place for assistance with getting these two issues corrected. To better understand your issue can you tell us if you've tried adjusting your ring preferences on the landline? The tech you spoke with, was this someone over the phone or an in home tech? 

I made no adjustments to the ring preferences before the issues arose. I doubt if that could be in any way a causative factor. The rep I spoke to was in a phone conversation - I explained the issue and asked to speak with a tech familiar with Voice troubleshooting and he said he would be able to help. I soon had the impression that he had no clue regarding the problems or the solution - he kept putting me on hold and he finally did what most agents do to try to correct internet/voice issues "I'll do a modem reset that will take about 10 minutes and that will correct the problem. Thank you for choosing Xfinitiy goodbye". The reset did not correct. Not all incoming calls provide no ring or go directly to voice mail - the one  I first noticed is an automated call with a male voice that in the past recited a 6 digit pin number that must be entered in a validation field on the credit union web page. When I am on the credit union web page after log in to access my banking info my PC is not in the same room with the landline phone so I have to run to the landline phone to check whether the pin number call has come in and by the time I get back to the PC my connection with the credit union is logged out. The other issue is only 4 of the required 6 digit pin number can be heard. There may be other incoming calls that also go directly to voice mail without ring but it is difficult to distinguish those that go to voice mail because our phone line is in use at the time of their call or as with the credit union calls they don't ring and go directly to voice mail even when the phone line is open?

Thanks for these details, this certainly sounds like a provisioning issue which I can see why the rep sent a reset signal to your modem. Since the signal did not fix the issue we can move forward and dive deeper into your phone settings to ensure you receive all your calls and are able to get your codes to verify your bank account. 

Can you tell us if you only have issues with specific numbers coming in? Or does this appear to be an issue with all phone numbers dialing in? Do you have an answering machine connected to your landline? 

Thanks for offering to assist Amir,

I have no way of knowing which incoming calls are directed to Voice Mail. As you know incoming call go to Voice Mail if my landline phone is in use at that time. I only learned that some calls are directed to Voice Mail when my credit union was calling with a PIN to allow  me to access my banking and account information. There was a period of time when I was unable to access my account because I was unaware that the PIN call were going into Voice mail. Not sure just how to tell if only some calls are going directly into Voice Mail because if I am on a call when call comes in the system directs it to Voice mail. Unless I am in the kitchen where the landline wall phone is located I will not see the Voice Mail flashing signal unfortunately there is no other sound signal to alert me to the call.  I have since had the credit union change the PIN  notification method to a texting method on my smart phone. But until just recently I had no problems with a telephone call notification. I would like to have a fix for this problem. Which by the way is not uncommon others on the Comcast forum have the same problem and have not yet received a fix.

My AT&T wall phone model CL4940 has a built in answering capability and it is working properly.