Visitor
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1 Message
Cannot pick up incoming calls, end up going to voicemail that is not enabled
Calls coming in via my Xfinity voice line cause my home telephone to ring, but when I pick up and answer it, there isn't anyone there. Meanwhile the person calling hears the ringing continuing until it reverts to what would be the Xfinity voicemail. The only thing is that I don't have Xfinity voicemail enabled so the system just reports that voice mail is not set up.
This all started after transferring my service from my home to an apartment. Everything was working fine before the move. And after the move TV and Internet both work without a problem. Regarding the phone service I can get a dial-tone, dial out, and successfully make a phone call speaking with anyone I wish to. I have resetted/rebooted the cable modem multiple times, unplugged the phone and plugged it back following various sequence patterns, nothing seems to work. Looking at the phone settings for Call Forwarding, Advanced Call Forwarding shows only the home phone number as enabled. Trying to disable that yields the warning "Turning this setting off will prevent your home phone from ringing when you receive a call. Are you sure you wish to continue?" So I cancel that attempt and leave it enabled. And Selective Call Forwarding has no numbers defined for it. So I cannot understand why I cannot answer incoming calls.
I have spent nearly 5 hours already with customer support, both via calls and chatting, trying to work this issue out and some other possibly related issues. The other issues were resolved, but not this. The other issues were:
a) Not being able to access or add the new account under my existing Xfinity ID.
b) Service not showing Phone to be included.
c) Internet and TV Services still reported a status of "Pending activation" even though they were indeed working (activation had been called in beforehand and thought it was successful).
The original problem that prompted me to contact customer support in the first place was the same problem that I'm posting about now.
Now after seeing a couple of other posts that sound almost exactly the same as what I'm experiencing I'm wondering if I can get the tech(s) who fixed those problems to help me. They seem to know what has to be done. Here are the other forum postings reporting success but no specific solution. XfinityLysa is the forum name on one of the following posts.
Can someone help? Really need to find the person(s) who know what the real source of this problem is.
XfinityAmandaB
Official Employee
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1.5K Messages
3 years ago
Hello there @nellmar721 I am sorry to hear you are having issues with your home phone since moving to a new location and issues linking a new account to your Xfinity ID. I am more than happy to help take a look into this for you so you can get to using your services as you should!
If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.
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marybh
Visitor
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1 Message
3 years ago
I have the same problem regarding not being able to connect when my phone rings. I can make outgoing calls, but I am unable to pick up the phone and talk to the person who is calling. It just rings and eventually goes to voice mail even after I have picked up. Can someone help me resolve this?
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user_2c12e5
Visitor
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1 Message
3 years ago
Same problem here, Can't answer. All calls go to voice mail.
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