Visitor
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2 Messages
Internet and voice status "unavailable" and app won't let me troubleshoot
I have been a Comcast/Xfinity customer for decades. I recently replaced my modem with a Gateway modem/router, and I have had nothing but trouble getting it set up and getting things to work. And I'm tired of going round and round with customer support.
The app won't let me troubleshoot the internet or the phone because it says troubleshooting is available only to customers and that the status for these two services is unavailable
I can't access voice mail because it says my phone number is not a recognized mailbox.
The modem has been reset dozens of times. A technician came out and had to get the voice service manually transferred to the new modem. Apparently more stuff also didn't get moved.
I need someone who knows what they're doing to help me fix this mess once for all.
Accepted Solution
XfinityDena
Official Employee
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3.2K Messages
3 years ago
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
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EG
Expert
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110.3K Messages
3 years ago
Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.
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user_d2e270
Visitor
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5 Messages
3 years ago
I just activated new service at same address and having the same exact issue and normal support doesn’t have a clue on how to fix this.
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user_d2e270
Visitor
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5 Messages
3 years ago
Hey any luck with getting this issue corrected so far no luck on my end no one can seem to fix it.
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EmilyWagner
Visitor
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2 Messages
3 years ago
The Xfinity support folks submitted a repair ticket and whatever they did at least fixed the unavailable status on the app. A technician came out this afternoon and swapped out the modem, and that fixed my dial tone issues, and the app is now showing me my data usage. I *hope* that's the end of the problems with the modem.
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user_d2e270
Visitor
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5 Messages
3 years ago
I finally got my issue resolved also. My router/modem was listed as “null” in there system in the back end and once they listed it properly everything started working as it should and “unavailable” status went away
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user_8f883e
Visitor
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1 Message
3 years ago
Hi, I am having the same problem. It looks like there is a solution that doesn't involve a visit from a technician. This is my first post and I was not able to locate a section where I send send a direct message to the Xfinity team.
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