jersey_weeds's profile

Frequent Visitor

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14 Messages

Tue, Nov 10, 2020 6:00 PM

Advanced Forwarding keeps failing (Nomorobo setup)

I am trying to follow the instructions here (https://nomorobo.com/phone/enable/4434392)  to setup nomorobo on my Xfinity VOIP landline and I keep getting greeted with the following message.  It appears as if the system is looking for previously set numbers for forwarding but hits an error at some point along the way.

 

First this...

jersey_weeds_1-1605061352140.png

 

Then this...

 

jersey_weeds_0-1605061620297.png

 

 

 

Any help would be appreciated. Thanks in advance!

 

Responses

New Poster

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1 Message

7 m ago

Exactly the same error and problem in my end. I’ve been trying for 3 days. No luck when attempting to use this feature in the app or through chrome browser. Frustrating!

New Poster

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1 Message

7 m ago

Same here

Regular Visitor

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4 Messages

6 m ago

Same here too. Chatted with Agents multiple times and got absolutely nowhere. One Agent gave up after almost two hours and opened up a ticket and gave me a ticket number. Nothing. A few days later I asked another agent about the ticket. Nothing. He got nowhere. He asked me for my best contact number and said he was going to escalate. Nothing.
How hard can it be?
bhepburn

Frequent Visitor

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23 Messages

6 m ago

There is another thread her that talks about this. Some people have reported success by downloading the Xfinity app and setting it up from there. I haven't been successful finding the right app to try it though.

 

https://forums.xfinity.com/t5/Home-Phone-Features/Error-with-Advanced-Call-Forwarding/td-p/3380059

 

Regular Visitor

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4 Messages

6 m ago

Been there. Done that. Installed the Xfinity Connect app on iPhone per one of the agents request. You can try to enter a Call Forwarding number in there but it gives a “ The call plan for this phone number does not include this call feature. Learn more about the features included with each call plan and additional lines. [491]”.
This is my home number which is clearly shown at the top in this app. I told the agent and he said he would look at my call plan and correct any problem. My call plan is fine. He did nothing and said he would escalate. Yeah, that never happened.
Such horrible service. I wish Comcast would educate these Agents. They are useless.
How hard can it be?

Regular Visitor

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2 Messages

6 m ago

Same problem here & no resolution from several service reps. Have tried to activate on both my computer (thru xfinity's website) & iphone (using Xfinity Connect) app. Failure on both. If anyone discovers a solution please let us know!

 

Regular Visitor

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4 Messages

6 m ago

Finally got it setup! Was getting error messages on Xfinity Connect both online with the computer and also with the Xfinity Connect app on my iPhone still. Agent said he would setup a call at 1:45 pm. They called at 12:45 when I was just leaving the grocery store! I told her she had the wrong time zone. She apologized and said she would call back in an hour.
After almost three hours, I contacted another Agent and told them I wanted someone to call me IMMEDIATELY. Believe it or not, someone called right away. A very nice young lady who listened to what I was telling her and was very polite and knowledgeable. I actually enjoyed talking to her. I explained to her that there was a problem with the Xfinity Connect web site. She created a ticket to escalate it to a Technician who had the ability to look into it. I actually got a voicemail the next day from someone who said he had to set it up for me on his end. He was able to enter my number and the nomorobo number on Xfinity Connect and said to call him if I had any issues. He was very nice and polite as well. I was able to then go into Xfinity Connect on my computer and see the phone numbers he entered where I wasn’t able to. So, it’s working now and I’m happy. I don’t know if they solved the issue with their web site with the grayed-out field and throwing the errors. I guess you could try and see. If not, you may just have to have the Technician enter the numbers in. Hopefully they fixed it.
The young lady I spoke to said I contacted them 21 times. Why does it have to take 21 times? If it was just the last two folks I spoke to, I would be very impressed with the service.

Good luck! Hopefully they got the problem corrected.

Frequent Visitor

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14 Messages

6 m ago

awesome.... would any of the @comcastXX (@ComcastAl  @ComcastJC  @ComcastJK  @ComcastJP  )  agents following this thread please reach out - I have the exact same problem and reading this it just seems like a ticket needs to be filed with the most obvious information that can be gathered right off of my account info page (i.e. the voice number I get billed for...)

 

New Poster

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2 Messages

6 m ago

Ditto. I am having the same problems. Trying to set up Nomorobo due to 10-20 robo calls each day starting as early as 5:45am. GAHHH!!!!

 

On the Call Forwarding website page, it shows three dots for a while and then eventually says "Sorry! Unable to process your request. Please try again."  Then, the "Add" button is greyed and disabled.  Spent an hour chatting with a patient and friendly but clueless service rep. Asked me pointless questions about my laptop when this is obviously a website problem. 

 

It occured to me to just use Chrome's developer tools (right click > Inspect) and sure enough you can see errors in the Console:

Failed to load resource: the server responded with a status of 401 (Unauthorized)

Failed to load resource: the server responded with a status of 500 (Internal Server Error)

 

COMCAST, YOU NEED TO HAVE A SOFTWARE DEVELOPER LOOK AT THIS.

 

Then, from surfing forums here, learned that some people had success via the Xfinity Connect App. I was confused because I had an Xfinity app on my phone, but it looked nothing like the instructions here:

https://www.xfinity.com/support/articles/forward-calls-using-xfinity-mobile-app

I went to the iphone App Store and realized there is a Xfinity Connect App which is not the one I had. Anyway, I downloaded the Connect App and it looked promising but then I got the following: "Error The call plan for this phone number does not include this call feature. Learn more about the features included with each call plan and additional lines. [491]"

 

Huh?

 

The service rep took my number and said someone would call me within 24-48 hours. We'll see..

 

Frequent Visitor

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14 Messages

6 m ago

So I started a chat with an agent and got a call back. That agent had to had it off to an advanced support agent - seriously save your time and ask right away...only the advanced support agent had access to the right systems.  after reviewing my account she said that she had to enable forwarding (which you might be able to do from your phone by calling *72 link:Use the Call Forwarding Feature with Xfinity Voice )  once she enabled forwarding I was able to see what I should in the online call forwarding settings page.  👍

New Poster

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1 Message

6 m ago

I had the same issue.  The support person was totally useless -- she kept telling me thing that were incorrect and blaming it on Nomorobo.  Here's what finally worked:

 

- download and install the Xfinity Connect app on your phone.

- Log into the app and go to Settings > Call Preferences > Call Forwarding.

- Turn on "Advanced Call Forwarding (Simultaneous Ring).

- Enter the number supplied from the Nomorobo site (https://www.nomorobo.com/).

- Verify your service from the Nomorobo site.

 

Once it's been set up you can adjust the number of rings before pickup using the app or the Xfinity web site.  The web site won't work for the initial setup.

 

It would be nice if the support people knew this stuff.  😞
Even better, Comcast could fix their web site and documentation. 😞

Regular Visitor

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4 Messages

6 m ago

Glad to see that worked for you!
Many of us had tried that already and were getting the “unable to process your request” message on the Xfinity Connect app on the phone as well. Several of the Agents actually suggested this but unfortunately it wouldn’t work. I brought this up to the last Technician I spoke to on the phone.
Hopefully they at least have it corrected now on the app for the phone so others can get the numbers in there!
5hl

Visitor

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20 Messages

2 m ago

Wow, four months ago. I have the exact same error message when trying to access Advanced Call Forwarding today that support says will be resolved in the next 24-48 hours.  What are the odds that it'll be fixed within the next 48 hours?

(edited)

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