Skip to main content
user_1c8394
1st Topic
1st Reply

Visitor

 • 

7 Messages

Sunday, September 14th, 2025

advanced call forwarding

I have spent hours speaking/chatting with agents about the fact that advanced call forwarding is not working, and they are no help. From reading other posts, it seems that the only way to fix this feature is to escalate to advanced support. See this post, for examle. So I'm here asking for advanced support. 

Question

 • 

Updated 

2 hours ago

7

1

0

Oldest First
Selected Oldest First
user_1c8394

Visitor

 • 

7 Messages

6 hours ago

I was on the phone with an agent last night who told me to try *72, which works for basic call forwarding but not advanced call forwarding. She said she would call me back today but never did. The last agent I spoke with, after I explained the issue and said I wanted to speak to someone in Advanced support, put me on hold for 20+ minutes, then said it should work now, but would require a reset so to try again in 2-3 hours. It is still not working.

I'm starting to get the sense that agents are just trying to get me off the phone without really doing anything on their end. 

4

0

user_1c8394

Visitor

 • 

7 Messages

I  just got off the phone with another agent who claimed to be from advanced technical support. He said this feature is not working due to an "outage" and that they are actively working on a fix but he couldn't give me an estimate as to when it would be fixed. I asked if it would days, weeks, or months, and thought maybe 1-2 weeks. I also asked if this fix would apply to everyone who has this issue, or just me. He said it would apply to everyone.  At this point, I find it hard to believe anything these agents tell me. 

Another fun thing is that he asked me to download the Xfinity app (for unknown reasons, because he never told me to do anything with it). I tried accessing Voice features from the app, and the page wouldn't load - timeout error. 

I have to say that I'm very unhappy with Xfinity products and customer service at this point, and am considering changing providers, at least for VoIP. 

Like

Reply

5 hours ago

0

XfinityMarcus

Official Employee

 • 

1.8K Messages

@user_1c8394 I know we were working with you on this issue via direct messages. Would you be able to continue the conversation there for assistance?

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

5 hours ago

0

user_1c8394

Visitor

 • 

7 Messages

Yes, I can continue this convo via DM, but it if other users would benefit from the conversation, it should be continued here.

Like

Reply

2 hours ago

0

XfinityMatthew

Official Employee

 • 

841 Messages

@user_1c8394 We would make sure to update this thread with any helpful information and solutions but certain account related information cannot be posted publically. 

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

2 hours ago

0

forum icon

New to the Community?

Start Here