Skip to main content
user_e52051
1st Topic

Visitor

 • 

2 Messages

Saturday, September 13th, 2025

Xfinity call guard - Receiving error (Your plan option does not include Xfinity Call Guard)

I recently changed my plans to the Premium Unlimited level for two of my three lines.   I downloaded the app and when I try and go thru the setup process, I am receiving an error that states:  Your plan option does not include Xfinity Call Guard. Xfinity Call Guard is only available for customers on select Xfinity Mobile plan options.  I rebooted the phone and deleted and re-downloaded the app but the error remains.  I was advised that this was one of the benefits of upgrading my line to the Premium Unlimited level of service.  Is there a waiting period before this feature is available to me since I switched levels of service in the middle of a month and if not, can someone from Xfinity tech support help me get this resolves so we can use the service on the two Premium Unlimited lines?  Thanks in advance!!

Question

 • 

Updated 

21 days ago

30

1

0

Oldest First
Selected Oldest First
XfinityRay

Official Employee

 • 

3.3K Messages

24 days ago

Hi there, @user_e52051! Thank you for upgrading 2 of your lines to Premium Unlimited. You are correct that Call Guard is a plan feature. Are you seeing the error as soon as you try to login to the Xfinity Call Guard app? When you check the 2 lines in your Xfinity Mobile account is Premium Unlimited reflecting as the plan? 

4

0

user_e52051

Visitor

 • 

2 Messages

Thanks for your message. I launch the app and press get started and it generates the message that I entered in the title.  It gives me two options, learn more and got it.  Can’t get past that point.  Looking at the Xfinity app, it shows the 2 lines as premium unlimited and the third line as by the gig which is correct.  I did get a prompt to upgrade the call guard app this morning on my iPhone and did that hoping it would fix the issue but it did not and I am still experiencing the same error 

Like

Reply

23 days ago

0

XfinityFrank

Official Employee

 • 

1.7K Messages

@user_e52051, thanks for that information. I would like to check your account to confirm if your account is showing that you're on what is called a 5th Generation mobile plan. This is required for Call Guard to work. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address.

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

Like

Reply

23 days ago

0

user_mil5tw

Visitor

 • 

1 Message

I am getting the same error. I however have no pen and paper icon to message support while viewing this on mobile

Like

Reply

23 days ago

0

XfinityJeniece

Official Employee

 • 

3.5K Messages

Hey there, @user_mil5tw, we would be happy to help you with your Xfinity account here on this platform. Are you still getting the same error? Are you using the app?

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

Like

Reply

21 days ago

0

forum icon

New to the Community?

Start Here