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Tatyana1
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Articulate

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148 Messages

Thursday, December 16th, 2021 7:29 PM

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Voice and Data Modem

I'm renting XFI gateway from comcast TG4482A, its one of the new tall white towers. When I look at my device description on Xfinity website it labels it as Voice and Data Modem. I always thought that XFI gateway combines modem and router together so is my gateway both a router and modem? Cause it says voice and data modem but doesn't say anything about being a router. 

@EG 

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3 years ago

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EG

Expert

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107.7K Messages

3 years ago

It's all three

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XfinityKassie

Official Employee

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1.4K Messages

3 years ago

@Tatyana1 Good afternoon! Thank you for reaching out to our Digital Care Community! I can see how this would be a bit confusing. If you have only our internet service, the modem does indeed have a built in router that can be disabled or enabled if need be, and each one of our modems has the ability to have phone service. The "voice" and "data" modem you are seeing is to show you, that it has the ability to do both. Here are the additional overview details of our modem. Please let me know if there are any follow up questions I can answer for you today.  

 

https://comca.st/3yG6Xwg

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EG

Expert

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107.7K Messages

3 years ago

Guess my reply is invisible..............................

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User_6ad0e3

Visitor

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3 Messages

3 years ago

Hi, I have this machine.  I can't get my phone to work.  My account shows that "Voice and Data Modem" is not connected.  I have no idea how to connected and search google.  My searches have ended up with "Xfinity CSR is of no help".... "the issue has lasted a year".... "everyone's frustrated."

Please help.

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CCGina

Official Employee

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800 Messages

Hey @Xfinity_User,we'd be glad to help! 

 

This video should be what you need to get your gateway set up for your internet and voice service. There may be instructions in the box, too. 

 

We'll always be here if you need further assistance during the process :) We appreciate you being our customer and part of our Forum community! 

I no longer work for Comcast.

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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3 years ago

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User_6ad0e3

Visitor

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3 Messages

Saw that video, and still didn't work.

My previous modem/router allowed ALL my phones to work...it's just the new Xfi, which I just installed a few hours ago.

So weird stuff....i have 2 phones jack panel that have 2 ports on 1 panel (see below), and 1 panel with 1 port. 

The one with 2 jacks on 1 panel, for some ODD reason, only the bottom jack works with XFi.  Therefore, those 2 phones are now connected (finally!).  My last one doesn't have a dial tone, and I'm not sure if it's because of the 1 port.  It's a cordless phone by ATT, and I checked the compatibility, and it's still compatible with Xfinity.  Any ideas?

3 years ago

0

XfinityThomasB

Official Employee

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1.5K Messages

The handset and connectivity from the outlet to the phone would be the best place to start on the troubleshooting. I know this can be a little tricky when there is these types of issues that pop up. Rest assured our team is here committed to helping you get this figured out. 

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

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User_6ad0e3

Visitor

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3 Messages

So I found this "answer" from the forum - "Apparently the cause in my case was that the new modem of this model does not know that the phone is already supposed to be activated as this information was stored on the old modem. The new modem regarding this is still blank and a phone activation signal has to be performed by the phone activation reps. The agent I talked to said they were aware of this problem and were working on it, but for now it might be helpful to ask about this as a starting point if you need to call customer service after experiencing this issue."  (Forum Answer Link).

Is this something that can be done here, or do I have to actually call?  If I have to call, can you provide a number?

3 years ago

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XfinityThomasB

Official Employee

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1.5K Messages

Thank you so much for the details! So the strange part is that device is passing the dial tone to other units. Hmm, I am not thinking this is something you would need to call in for. We can easily help. I wanted to look at the device directly from our if that would be okay.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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

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

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