Issues with text messages and voicemail since switching from Verizon

Recently I switched from Verizon to Xfinity mobile, but I'm having 2 big issues. (I have an iPhone 11, it's updated to version 15.7.)

1) I haven't been able to receive texts from Android phones. When I text them, they receive them, but if they reply I don't get it.

2) My visual voicemail is gone. I can still call my voicemail, but I don't have the visual voicemail feature.

I have called and talked to support about the first issue. I updated my phone, took the sim card out, reset the network settings twice, checked blocked numbers etc. and so far no solution. I was on the phone with them for a long time back and forth--it doesn't seem like any setting on my phone is the culprit.

I'm sure others have had these issues--has anyone found a solution?

Thanks!

Responses

XfinityJohnG

Official Employee

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1.6K Messages

3 years ago

I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Have you tried calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3RXXWHK where an Xfinity Mobile expert is available 24/7?

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user_00792d

Visitor

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2 Messages

@XfinityJohnG Yes, I've done both. The chat doesn't help at all and eventually directs me to a call with an agent. I was on the phone back and forth for over an hour with support. Before I call back and spend even more time on this, I was hoping someone might have a solution so I can get this done quickly.

3 years ago

0

XfinityJohnG

Official Employee

•

1.6K Messages

I am sorry to hear that you were not able to get that resolved with the Mobile team. I can look into getting that issue escalated from here for you. Could you send me a direct message with the full name and complete address for your account?

To send a direct message [private message]:

Click the "Direct Message" icon or https://comca.st/3xEjzEB

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

- An "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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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

3 years ago

0

Customer Service

user_00792d

Issues with text messages and voicemail since switching from Verizon

XfinityJohnG

user_00792d

XfinityJohnG

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