Home voice service not working after modem upgrade

Installed and activated a new Xfinity gateway modem and now I have no dial tone on my voice service. Tried all the troubleshooting tips to no avail. During the activation process I get a message that my internet activation was successful followed by a message that my voice service has been activated. However, my phone number never displayed at any time during the process. No dial tone on the phone service after all the troubleshooting and three re-activations.

Responses

XfinityPaula

Official Employee

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1.4K Messages

2 months ago

Hello user_514. Thanks so much for reaching out to us on our Xfinity Forums for help with the home phone service. I'm sorry that it doesn't seem like the phone portion activated during the process even when you tried it multiple times. I know how this can be impacting your day and calling needs.

I think it might be an issue with the backend completing the provisioning for the phone side. I'm happy to help out and figure out what's going wrong so that we can have your phone working again.

Please send us a direct message with your name and service address. Once I locate the account I will have to send a verification code, but from there we should be able to correct the trouble.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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user_fh73ws

1 Message

I can not get my voice mail to work do you have to activate on your end? our account number is [Edit: Personal Identifiable Information]. [Edit: Personal Identifiable Information]. [Edit: Personal Identifiable Information]. My husband is having some health issues and i need to get the voice mail working

Thank You

(edited)

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3 days ago

0

XfinityThomasC

Official Employee

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2.4K Messages

Hello, @user_fh73ws

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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