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tjmatrest
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Friday, December 13th, 2024 4:49 PM

Advanced Call Forwarding not available

I recently got Xfinity voice service and want to set up NoMoRobo but I can't set up Advanced Call Forwarding.  When I go to the Call Forwarding page the box to enter the Advanced Call Forwarding number appears for about a second but is greyed out as is the "Activate" button.  They are then replaced with the message "Sorry, but something went wrong. Please try again in a few minutes." (see image).  I've called customer support 4 times and they even sent out a tech to my house (don't know why they expected this to solve what is obviously a back-end service issue).  I've spent over 4 hours dealing with tech support on this so far with no resolution.  Very frustrating.  I've seen a lot of posts about people having this problem so it appears the problem isn't rare but support seems to have no idea how to fix it or that it is even a frequent problem.  I can't see why this should be so hard to fix or even get right in the first place since people have been reporting this issue as far back as 2020 (as far as I've looked in the forums).  Any suggestions on how to proceed since tech support has been unable to solve the issue?

[Image Removed: "Personal Information"]

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12 days ago

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XfinityMarcos

Official Employee

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2K Messages

13 days ago

Hi tjmatrest, thank you for already trying to utilize those Advanced Call Forwarding feature online. Are you able to confirm you're signed in as the Primary or Manager user role level? Also, are you able to test the issue on multiple devices? The reason I ask is to get us on the same page and make sure we take the best path forward. 

 

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tjmatrest

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2 Messages

Yes, I am Primary.  I can configure all other voice features but Advanced call forwarding.  I have tried this across multiple browsers and devices including the device of the tech that came out to my house last week.  Nothing changes the behavior.  It's not that I can't configure it, but it just doesn't show up except as described in my original post.  Both basic and Selective call forwarding look fine as the boxes to enter phone numbers appear and are not grayed out for those two options.  I've successfully configured call blocking, block lists, etc with no problem. 

FWIW I'm also unable to grant my wife voice mail access even though she has management privileges for the account.

I just tried the Advanced call forwarding again and nothing has changed.

Thanks.

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12 days ago

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XfinityTony

Official Employee

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1.2K Messages

@tjmatrest, okay. Let's take a look at your account to make sure everything is good there. Please, send a DM to Xfinity Support with your full name and address. Thank you.

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

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

•Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

•Type your message in the text area near the bottom of the window

•Press Enter to send your message

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12 days ago

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