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user_0jjin0
1st Topic

6 Messages

Thursday, January 9th, 2025 5:00 AM

After opening second Voice account, website Voice page for first Voice account is missing and displays only second account Voice info

We have had a Comcast Voice/landline account for years and the Voice page on the website accurately showed Call Logs and Voice messages for this phone number as well as a functioning Advanced Call Forwarding section.

We recently set up a second Voice account at a different address and linked the two accounts.  Since then, the Voice page for the first account no longer displays the first account info and only displays the phone number, Call Logs, and Voice messages for the second, new account.  We also can no longer access the Advanced Call Forwarding feature due to the grayed out box and error message referenced by many others in the forum.

We have spent many hours speaking with many reps with no resolution nor promised callbacks.  One rep said the first account was linked to an incorrect new account order that we’d previously canceled.  This rep transferred us to a tech rep who opened a ticket that we are now told is closed, but nothing was fixed.  Since then, no other reps have been able to resolve.  

Can you please help?

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34 minutes ago

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XfinityDena

Official Employee

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2.7K Messages

6 hours ago

@user_0jjin0 I am sorry to hear of the issue you are having. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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user_0jjin0

6 Messages

Thank you for your reply.  I have not been able to find any useful troubleshooting information on the app yet or on the website for resolving these website Voice page issues.  Nor have any of the many reps with whom I have spoken walked me through any troubleshooting steps.  Perhaps you could help me by starting at the very beginning?

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2 hours ago

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user_0jjin0

6 Messages

Also please note that the link that you sent me was to a website page titled, "Fix your TV service using the Xfinity app" and our problems have to do with having the correct phone number and Voice information showing on the correct account pages.  

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2 hours ago

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XfinityOrlandoM

Official Employee

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1.6K Messages

@user_0jjin0

 

We do apologize with any inconvenience you're experiencing with your voice services, if you have two different accounts with two separate phone numbers when logging into the voice page on the website, you should have two separate logins. Have you tried using the Xfinity ID for your original account when logging into the website?

                                                                                          

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2 hours ago

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user_0jjin0

6 Messages

When setting up the second phone account, the Comcast technician onsite told me to link the two accounts so that we could keep our account status and use the same login to access both accounts and switch between them once logged in.

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39 minutes ago

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user_0jjin0

6 Messages

I was also told by the many Xfinity phone reps not to unlink the two accounts because I did not have a profile for the second new account and would not be able to access the second account  f I unlinked them. 

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36 minutes ago

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