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call waiting not working

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I have recently become a Comcast user.  I discovered that my call waiting is not alerting me with a tone when another call is coming through.  When I get off the phone there is a voicemail waiting for me.  How does this get resolved.  I tried online chat but they kept me waiting for a long time (15 minutes) and it didn't appear they would come on.  Thank you for suggestions.

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Wow they just can't seem to get it right. I don't want call waiting but I'm stuck hearing the annoying click everytime someone else calls.. This voip phone thing is clearly not the best thing. I had a crappy one years back. You would think they got thing together by now smh