4 Messages
No phone service with new modem (owned, not xfinity rented)
We replaced our Xfinity rented modem with a new Netgear modem, the model is the exact model recommended by Xfinity and is compatible with Xfinity/Comcast. The internet, WiFi, and cable TV are all working, but our phone service has stopped, there is no dial tone. I chatted with a Xfinity rep last night, and they re-set the system, updated the drivers and re-started the modem, but there is still no dial tone. They said it would take an hour to take effect, but that was last night.
I think the modem needs to be re-provisioned, one post online said it needed TN reprovisioning. Several comments said that the online chat people are not able to help with this re-setting of the modem for the phone service. Can someone please help us out? Thanks!
ccRuben
Retired Employee
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729 Messages
10 months ago
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user_qks0rp
4 Messages
9 months ago
It has been almost two weeks, and Xfinity has not addressed this issue. I get multiple "we are working on this" and "thanks for your patience" but no actual information. It should not take two weeks to activate a voice modem. The level of customer service from Xfinity is zero. All the Xfinity reps offer platitudes, but have no authority to do anything except ask if I want to upgrade my mobile phone to an Xfinity plan. I have asked for this to be escalated to a supervisor, and they refuse. I ask to actually speak to a human, and they refuse. They keep saying they are the best people to fix the problem, but it is clear they have no technical abilities. I get different answers depending on who is on duty. One says my modem is outdated with an old DOCSYS, the next says the DOCSYS is fine. I have little confidence in them actually fixing anything. Why would I give them my mobile service? They will mess that up as well.
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