Visitor
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7 Messages
advanced call forwarding
We have had Xfinity voice since 2016 or 2017. I always had Advanced Call Forwarding initialized to my cell phone so that all calls would ring simultaneously on the Xfinity voice home phone and my cell. I have always ONLY given out the Xfinity voice number. If I am away from home, I answer the Xfinity voice call on my cell (Xfinity mobile service).
Xfinity had to close our legacy account and open a new one because of technical problems with activating an Xfinity cable modem. We have had multiple problems all of which have been resolved except the "Advanced Call Forwarding." I, with support from the local Xfinity store rep, have spent immeasurable hours with technical support to resolve this. Today, the Xfinity rep at the store (who seems very technical) put in a ticket for Advanced Support. The Advanced Support rep called my cell while I was at the store, I explained the issue, and she said she resolved it. She called the home phone and it rang on my cell. WELL, it turns out she forwarded all my calls to my cell. When I got home, I could not answer the Xfinity voice line on my home phone. When I picked up the home phone the line would be dead. That's when I realized she forwarded all my calls to the cell.
So, I am back to square one with yet another Xfinity appointment tomorrow at 10am. Note, I am not trying to use the NoMoRobo feature that many people complain about with Advanced Call Forwarding. I just want both my home and mobile devices to ring simultaneously and be able to answer on either device.
XfinityJon
Official Employee
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472 Messages
21 days ago
Hey there user_rdi76t. We certainly appreciate you being a loyal Xfinity customer and your patience while we work to get this resolved. I would be happy to review your account, and take a look into this.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window and press Enter to send it.
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user_rdi76t
Visitor
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7 Messages
14 days ago
I had sent a "letter of commendation" to Tom Karinshank's office when I thought the agent from Advanced Support had resolved the issue. Once I figured out she had forwarded ALL calls to my cell (not ringing on home) I retracted my letter of commendation. It was only by sending these 2 letters that I got the attention of Tom Karinshank's office. It would be nice if there were a way when a [somewhat] technically knowledgeable Xfinity customer knows that it has to be a switch issue that the support would get escalated to the switch team. I had even asked "Advanced Support" if they could escalate the issue to the switch department and have them hard code my cell number since I couldn't access the feature. I was told, "yes" that could be done. After spending over an hour on the chat, the agent informed me the issue would be resolved within 24 hours. Almost a week later is when Karinshank's office got it resolved.
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