Advanced call forwarding not available. Support is useless!!! Help!

I upgraded my internet. In the process my Xfinity voice was not added. I had it added and it is active but I can’t the access advanced call forwarding settings. Regular call forwarding works as does selective call forwarding.

I get the error “Sorry, but something went wrong. Please try again in a few minutes.”

I have no option to add numbers or change anything.

I called Xfinity support. After 3 hours of back and forth with them I was put on the advanced support call back.

After an hour they called back I explained what was happening , they could see that it can’t be accessed only to put me on hold for 30 minutes, and then tell me it’s fixed and hang up.

It’s not fixed. I have invested about 6 hours into this. I am the primary account holder. I have had voice for 8-10 years. This is not acceptable. The support is terrible.

How do I find help?

There has to be an easier way!!! I’m not the only one either!

This is exactly why I can get their cell phone plan. I can’t even begin to imagine what that mess would be like.

If anyone has any ideas or phone numbers the help would be appreciated!!!

Responses

XfinityBenny

Official Employee

•

867 Messages

19 days ago

@user_7ihkox Thanks for sharing to the community. Were you able to enable the advanced call forwarding?

4

0

U

user_7ihkox

Visitor

•

5 Messages

No unfortunately I was not able to make any progress.

There is nowhere to enter a phone number or click activate. It still says “Sorry, but something went wrong. Please try again in a few minutes.”.

Occasionally I will see the area in which to enter a phone number and the activate is grayed out, but it disappears within one second.

I have tried on an iPad a PC an iPhone through the app on the web and I still have the same results.

Any insight that you have would be greatly appreciated!

Like

Reply

19 days ago

0

XfinityQuemekia

Official Employee

•

246 Messages

Hello @user_7ihkox I hope the day has been treating you well. To confirm, when you sign in are you signed in as the primary account user?

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

Like

Reply

19 days ago

0

U

user_7ihkox

Visitor

•

5 Messages

Yes, when I sign in I am the primary user. I changed one of the other user accounts to manager in an attempted work around, but I am unable to grant permission to that account to make voice changes.

I also changed the voice PIN number hoping that would trigger some sort of software reset in the system. I still have the same issue.

Like

Reply

19 days ago

0

XfinityChristy

Official Employee

•

2.1K Messages

user_7ihkox It sounds like you've been thorough in trying different solutions with your account settings, and I really appreciate you detailing all those steps you've taken. Since the direct changes you've made haven't resolved the call forwarding issue, it suggests that there might be a deeper provisioning setting on our end that needs to be adjusted.

To help me investigate this further and hopefully get your advanced call forwarding working as it should, could you please send me a direct message with your full name and service address? Once I have that, I can securely access your account and look into this for you.

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

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

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

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

Like

Reply

19 days ago

0

U

user_7ihkox

Visitor

•

5 Messages

19 days ago

This is what I see when attempting to make any changes.

0

Home Phone Features

user_7ihkox

Advanced call forwarding not available. Support is useless!!! Help!

XfinityBenny

user_7ihkox

XfinityQuemekia

user_7ihkox

XfinityChristy

user_7ihkox

New to the Community?