Using Xfinity Call Guard (Answered)

Xfinity Call Guard is available for no cost to Xfinity Mobile customers enrolled in the Premium Unlimited data plan. It identifies incoming callers as valid or as potential spammers, scammers, telemarketers, or robocalls. 

Note: Ensure you're using the latest version of the app for the best experience.

To take advantage of Xfinity Call Guard, download the free Xfinity Call Guard app from the Apple App Store or Google Play.

Set up the Xfinity Call Guard app

Ensure you're connected to the internet via cellular or WiFi. The app will not function otherwise. Then, follow the steps below to setup Xfinity Call Guard.

1. You must download and install Xfinity Call Guard from the Apple App Store or Google Play, then launch it from your home screen.
2. If asked, you’ll need to provide the app with Notification (iOS) or Phone permissions to make and manage phone calls (Android).
   • This permission is required to use Xfinity Call Guard.
3. Review the terms, conditions, and privacy policy, then click Get Started.
4. Follow the steps in the next section to view a tutorial and set permissions in the app. 

Operating system requirements:

• iOS 16 or higher
• Android 10 or higher

Setting Xfinity Call Guard permissions and tutorial

After launching the app and authenticating yourself as a current Xfinity Mobile customer, you can view a short tutorial about how Xfinity Call Guard works and set permissions on your device.

1. Depending on your device, you may be asked to grant additional permissions to Xfinity Call Guard to enable certain features. Each option includes a brief description of how it works. These permissions are optional, but enabling them provides the fullest functionality.
   • Android:
     
     
     
     
   • iOS:
     
     
     
   • If any permissions haven’t been enabled, you’ll see a message on your home screen asking if you want to update those settings.
2. iOS only: Set Xfinity Call Guard as the default Caller ID and Blocking provider.
   • iOS devices require some extra steps to work properly. While setting up permissions, you'll be directed to your device's settings. Follow the instructions below to make the necessary change and then return to the app.
     • Set up Caller ID & Blocking: Go to Settings > Apps > Phone > Allow Call Blocking & Identification and enable the function (by sliding the switch to the right).
       
       

For help setting up Xfinity Call Guard, contact us through chat or call 1-800-934-6489. 

Xfinity Call Guard default blocking settings

Xfinity Call Guard’s default settings are designed to block calls that are likely to be spam while allowing legitimate calls to go through. We recommend starting with the spam filter set to high and medium risk, which sends blocked calls to voicemail.

You can change these settings at any time, choosing to block only the highest-risk calls or choosing to block all potential nuisance and spam calls. You can also turn off the send to voicemail option. If you turn off send to voicemail, the call will be blocked entirely. 

You can also enable extra filters, including blocking by category, neighborhood spoof blocking, and area code blocking (Android only) see, Customizing call blocking in the Xfinity Call Guard app.

Navigating the Xfinity Call Guard app

The Overview tab shows your call and block history.

The Recents tab shows your call history.

The Block tab allows you to manage Spam and category filters, Neighborhood filters, Area code filters and more.

The Account tab includes additional settings, links to resources and Xfinity’s privacy policy.

Customizing call blocking in the Xfinity Call Guard app

You can adjust the types of calls you block by using spam, category, neighborhood and area code filters. Area code filters are available on Android devices only.  

1. Open the Xfinity Call Guard app.
2. Select the Block tab in the navigation bar.
3. Select the Filters tab to adjust these settings
   • Enable or disable the spam filter. When the spam filter is enabled you can select which risk level(s) you’d like to block:
     • High-risk only
     • High and medium risk (recommended)
     • Medium risk
     • All risk levels
   • Enable or disable category filters.
     • Telemarketer
     • Nonprofit
     • Political
     • Survey
   • Enable or disable the neighborhood filter.
     • This filter applies to phone numbers that start with the same area code and exchange (first three digits) as your own telephone number. You can add a maximum of 10 neighborhood numbers.
     • Next to Block similar to mine toggle the feature on or off.
       • Add more neighborhood filters:
     • Select the icon next to Neighborhoods to enter the area code and exchange you’d like to block.
     • Select Done to block the neighborhood number.
   • Use the area code filter to block up calls from up to 10 area codes (available on Android devices only).
     • Tap the icon next to area codes to enter the area code you’d like to block.
     • Select Done to block the area code.
   • You can also choose if blocked calls will be sent to voicemail or blocked.
   • Once you have chosen the spam and category filters you want, tap Done. 
     
     

Allowing and blocking individual phone numbers

With Xfinity Call Guard, you can allow and block specific phone numbers individually.   

1. Open the Xfinity Call Guard app.
2. Select the Block tab in the navigation bar.
3. Select the Allowed tab to manage phone numbers you want to always go through, even if they are identified as spam.
   
   
   
   
4. To add numbers to the allowed list:
   • Select the icon next to Allowed numbers.
   • Add the number and the name. You can also report the number as not spam.
   • Select Done to add the allowed number.
5. To remove numbers from the allowed list:
   • Find the number you wish to update and tap on the caller details (the arrow to the right side of the screen next to the date of the call).
   • Select Confirm to remove the number from your personal allowed list.
   • Select the Blocked tab manage phone numbers you want to always be blocked.
     
     
     
     
6. To add numbers to the blocked list:
   • Select the plus icon next to Blocked numbers.
   • Add the number and the name, you can also report the number as spam.
   • Select Done to add the allowed number.
7. To remove numbers from the blocked list:
   • Find the number you want to unblock and tap on the caller details (the arrow to the right side of the screen next to the date of the call).
   • Select Unblock and then select Confirm to remove the number from your personal blocked list.

Troubleshooting the Xfinity Call Guard app

If you're having problems using Xfinity Call Guard, you can try the common troubleshooting steps below or, contact Xfinity Customer Care for help.

You’re receiving spam calls after installing and activating Xfinity Call Guard.

Try these troubleshooting steps:

• Ensure you're using the latest version of the app for the best experience.
  • Check to see if the app needs updating:
    • Go to your app store.
    • Type in Xfinity Call Guard.
    • If it needs to be updated, you will have the option to update it.
    • Select Update.
• Confirm your Spam Filter is toggled on in the Xfinity Call Guard app Block > Spam and category filters.
  • Updated your call filters to block additional calls.
• Adjust your permissions under Account > App permissions.
• For iOS users, check that Xfinity Call Guard is set as the default caller ID provider.
  • Settings > Apps > Default Apps > Call Filtering and confirm that Xfinity Call Guard is toggled on.

See the Customizing call blocking in the Xfinity Call Guard app section above. 

You’re not receiving notifications for blocked calls. 

Check Notifications on both the Xfinity Call Guard app and your phone’s settings.

Try these troubleshooting steps:

• Android users:
  • From the Xfinity Call Guard app, go to Account > Notifications and make sure the feature is toggled on.
  • On your phone, go to Settings > Apps > Xfinity Call Guard > Notifications and make sure the feature is toggled on.
• iOS users:
  • From the Xfinity Call Guard App, go to Account > Notifications and make sure the feature is toggled on.
  • On your phone, go to Settings > Notifications > Xfinity Call Guard and make sure the notifications are toggled on.

You’re not receiving calls from numbers you removed from your personal block list. 

The caller may be blocked on your device. Go to our device troubleshooting page and select your specific device and look for a section called “block or unblock” contact. You can also add the numbers to your Allowed numbers list.