Losing patience and trust

Sometimes an automated help bot cannot think through the nuance of some issues and it takes you in circles. When all is fine and then you can't get a call through to your spouse, a number on the same account, the issue does not fall into ready made questions. Something else is going on. Might not be the Xfin-service. But an Ai-Bot is not gonna give me the chance to hone in on this -- nuance.

I'm looking for possible answers. She is now out of town at a hotel. She's walked outside, cannot reach me. I try calling her, cannot reach her. We can Text, she can share her location weith me.

Ai-Bot will never get to this level of a problem. Are there any other possible answers out there? Airplane Mode is not on. We could communicate fine before her trip. An area service issue? Doubt it. It's a big city and other people she works with are talking on their phones.

I hate to leave Xfin for something like this. AT&T never gave us this issue. Maybe the extra monies was worth it. Maybe I'm impatient and angry. What is the answer to this failure? ANy suggestions?

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XfinityAlfonso

Official Employee

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2.4K Messages

7 hours ago

Hello user_lgmshu thank you so much for taking the time to reach out here on our Xfinity Forums! Not being able to call your loved one can be both frustrating and frightening, so your feelings are fully understandable. When she's calling out, or you are calling her, what do you hear? Are you hearing a fast busy signal, tone silence, or any sort of connection message?

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user_lgmshu

Visitor

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8 Messages

5 hours ago

Update -- now now calls are going out or coming in. What's App can make calls out -- can Text. Can grab wife's location.

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user_lgmshu

Visitor

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8 Messages

5 hours ago

All calls cannot go through...

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user_lgmshu

Visitor

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8 Messages

5 hours ago

Okay -- this is not a phone issue. This is an Xfinity issue. Or a combination. It started today was calling out and receiving fine yesterday. What has changed?

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XfinityJustinC

Official Employee

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2K Messages

@user_lgmshu I want to continue troubleshooting as I do want to help get the device working to make and receive calls.

Here are some additional steps to try:

- Can Airplane mode be toggled on/off?

- Ensure the device doesn't need an update

- Reset Network Settings on the device.

Please let me know if any of those help resolve the calling issue.

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.
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5 hours ago

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user_lgmshu

Visitor

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8 Messages

Here are some additional steps to try:

- Can Airplane mode be toggled on/off? YES

- Ensure the device doesn't need an update. DOES NOT

- Reset Network Settings on the device. OKAY -- Once again, it's not the phone. If it was, why would my wife's phone ALSO have this problem today and not yesterday?

I think this is the avenue that should be taken. Unless you believe it's an iPhone issue.

Please let me know if any of those help resolve the calling issue.

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5 hours ago

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XfinityJustinC

Official Employee

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2K Messages

@user_lgmshu I appreciate you answering all the questions, it's really helpful with staying with the spirit of the Xfinity Forum, in case some troubleshooting steps mentioned can help others who are experiencing similar issues.

I'd definitely like to investigate further, and will need to gather some information we don't want in our public conversation. Could you please send our team a direct message with your full name and full address?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• 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, please add your full name and address

• Press Enter to send it

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

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4 hours ago

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user_lgmshu

Visitor

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8 Messages

A. Do not see any "Direct Message chat" icon

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4 hours ago

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user_lgmshu

Losing patience and trust

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