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Call Forwarding Not Working

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Message 1 of 8
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On April 11th, I chatted with a Comcast agent regarding call forwarding issues I've been having for some time. Specifically, I've tried forwarding calls from my home number -> cell number, which is not working.  I spent the better part of an hour or so troubleshooting with an agent to no avail.  Ultimately, my case was escalated but it's been over 2 weeks and I haven't heard a word back.   Can someone from Comcast check in on the status and see what's going on here?  The chat reference # I was provided is CR695690329.   If there's any additional information I can provide to assist, let me know.

 

Thanks!

 

Bill

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Message 2 of 8
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apobull100,

 

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
Official Employee

Message 3 of 8
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Hello apobull100, I can assist you further from here. How are you activating your Call Forward? 




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Message 4 of 8
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Shane,

 

Thanks for the reply.   I've generally activated call forwarding as needed from within the "Xfinity Connect" mobile app.  I go to settings -> Call Preferences -> Call Forwarding -> Add my mobile number -> Save. I've also done online via the "Advanced Call Forwarding" settings as well.   When I call my home number, it rings as normal but never kicks over to my cell.  The feature used to work but stopped at some point.  Ultimately, I've been trying to get Nomorobo setup / working but the test call consistenly fails / has never worked.  When I tried just forwarding to my cell recently, I discovered that was no longer working as well.

 

Per https://nomorobo.zendesk.com/hc/en-us/articles/208013676-I-have-Comcast-set-up-exactly-right-and-it-..., having the "entire advancned call forward" feature reset is needed.   Is that something you can help facilitate / otherwise do?  At this point, I'd love to get Nomorobo working but seems like doing so will require getting the call forwarding feature in general working

 

Let me know if anything more is needed from my end.

Posted by
Official Employee

Message 5 of 8
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Solution

Hi apobull100, I see ComcastShane was helping on this, and I'd be happy to help you with the Call Forwarding not working. If you are looking to forward all your calls (without simultaneously ringing your home phone) to your cell phone, you are going to want to use the call forwarding feature by dialing *72 from your home phone. See https://www.xfinity.com/support/phone/phone-quick-reference-guide/

 

If you are wanting the use the app or online portal, you are using what we call "Advanced Call Forwarding" which will simultaneously ring your your home phone, Nomorobo, and your cell phone if have this listed. In which case, you are going to need to mark which phone number you want to ring in order for the calls to ring when your home number is dialed. 

 

I can reset your Advanced Call Forwarding provision if you would like this cleared up, to do that, please send me a private message with your home phone number, username, and service address please. 




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Posted by
Official Employee

Message 6 of 8
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Thanks. I received your private message apobull100, and I have reset your Advanced Call Forwarding provisioning. You will need to log out of the XFINITY Connect app (completely sign out of the app) and sign back in with your username and password. Please go ahead and test it and let me know how it's going.




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Message 7 of 8
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@

Posted by
Official Employee

Message 8 of 8
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You're very welcome! Smiley Happy




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