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Unable to link secondary user to phone number

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Posted by
Valued Contributor

Member Since: ‎09-14-2016
Posts: 167
Message 1 of 7 (381 Views)

Unable to link secondary user to phone number

Would someone at Comcast please look into the issue described below to correct as it at least on the surface appears to be an issue with how the web pages are linked after the upgrade to the new account format:

 

Under the new account format, I tried following the instructions on this page https://www.xfinity.com/support/phone/create-voice2go-numbers/ to obtain/link up a second phone number to a secondary user on my account for use with the VoiceToGo App. 

 

When I followed the instructions in the referenced page, clicking on the VoiceToGo link of the page, instead of being taken to the page where you could used to perform the tasks of linking phone numbers to accounts, it takes me to a page that displays the following message:

Voice Settings

 
Your XFINITY® Voice service does not include XFINITY Mobile Voice.
 
The message is incorrect because I do have the full voice unlimited service and use the VoiceToGo service for my own primary voice home phone number.
 
6 REPLIES
Posted by
Service Expert

Member Since: ‎08-02-2013
Posts: 12,593
Message 2 of 7 (355 Views)

Re: Unable to link secondary user to phone number

 

irarichardsmith,

 

Your issue has been escalated to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




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Posted by
Administrator

Member Since: ‎03-31-2015
Posts: 8,217
Message 3 of 7 (329 Views)

Re: Unable to link secondary user to phone number

Hi irarichardsmith -- I can help with this Voice2Go issue. I did an account data refresh to try to get My Account to recognize your service level. Can you see if that helped at all?




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Posted by
Valued Contributor

Member Since: ‎09-14-2016
Posts: 167
Message 4 of 7 (319 Views)

Re: Unable to link secondary user to phone number


ComcastZach wrote:

Hi irarichardsmith -- I can help with this Voice2Go issue. I did an account data refresh to try to get My Account to recognize your service level. Can you see if that helped at all?


I did try this evening after finding your post and still received the same error.  This is the first time I have tried going into this area since my account was upgraded to the newer format, and I did notice that after clicking on the Voice2Go option in the new format screen, it took me to what looked like the old account format screen while it did its attempt to pull up the screen that you would expect to provide the various options for the Voice2Go numbers and accounts.  Perhaps there is some type of disconnect between the old and new systems since it seems the Voice2Go options are still on the old format?

Posted by
Administrator

Member Since: ‎03-31-2015
Posts: 8,217
Message 5 of 7 (300 Views)

Re: Unable to link secondary user to phone number

Thanks for the update. I'm sending this over to a support team for further diagnostics. They will review and contact you with how to resolve this. 




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Posted by
Valued Contributor

Member Since: ‎09-14-2016
Posts: 167
Message 6 of 7 (255 Views)

Re: Unable to link secondary user to phone number


ComcastZach wrote:

Thanks for the update. I'm sending this over to a support team for further diagnostics. They will review and contact you with how to resolve this. 


Thank you very much for the assistance with this.  The support team did research this and was able to fix it and called me today to verify that the issue was fixed.

Posted by
Administrator

Member Since: ‎03-31-2015
Posts: 8,217
Message 7 of 7 (196 Views)

Re: Unable to link secondary user to phone number

Wonderful. Glad to hear this has been resolved. 




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