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Just bought home phone and cannot get dial tone

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New Poster

Just bought home phone and cannot get dial tone

I just purchased a home phone and have tried all the troubleshooting with no luck.  I have no phone to call customer support and can't get the chat feature to work.  I'm at a loss for what to do.  Any help would be appreciated. 

Accepted Solution

Re: Just bought home phone and cannot get dial tone

Hi, JBird109 - I performed several troubleshooting steps, please check if you have a dial tone. If not, please send me a private message with your full name and address. Click on my name ComcastElla, then click Private Message Me.

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Official Employee

Re: Just bought home phone and cannot get dial tone

Is your phone plugged into tel 1 port of your gateway? Do you have phone lights lit on the gateway?

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New Poster

Re: Just bought home phone and cannot get dial tone

Yes it is plugged into tel1, I've also tried tel2.  The tel1 and tel2 lights are not lit.

Official Employee

Re: Just bought home phone and cannot get dial tone

If there’s no lights than your service isn’t activated or needs to be re-activated. I’ve escalated it up to a colleague who should have access to help you, since you don’t have a way to call out. Restart your gateway and see if the lights come back in the meantime.

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New Poster

Re: Just bought home phone and cannot get dial tone

I restarted and the tel1 light flickered for a second, but then nothing.  Under my account it does says that voice is connected though.

New Poster

Re: Just bought home phone and cannot get dial tone

Answered?  Really?  I still don't know why my phone service isn't working, yet I've been paying for it the whole time.

Official Employee

Re: Just bought home phone and cannot get dial tone

Hi, JBird109 - I performed several troubleshooting steps, please check if you have a dial tone. If not, please send me a private message with your full name and address. Click on my name ComcastElla, then click Private Message Me.


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New Poster

Re: Just bought home phone and cannot get dial tone

Yes, I now have a dial tone. Thank u for your assistance.
Official Employee

Re: Just bought home phone and cannot get dial tone

@JBird109 - Happy to help! Feel free to reach us if you get any questions or issues and thank you for using our XFINITY Help & Support Forums. 


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