U

Visitor

 • 

3 Messages

Thu, Oct 14, 2021 1:08 AM

ALL phone calls coming through are labeled as “Private Caller”

Hi,

ALL calls coming through to my phone are labeled as “Private Caller” even though many are from friends who don’t block their caller ID. Even when I call my number from my cell phone (which is not set to block my ID) I get the message “Private Calller”!

This is a problem experienced by many users for over a year as indicated at:

https://forums.xfinity.com/conversations/home-phone-features/caller-id-not-working/602db051c5375f08cd29dbfc

I have “chatted” with xFinity Support as well as been on live phone calls with technicians.

I am told “it will be resolved after 24-48 hours” but nothing happens.

is there no other solution to this problem than to change phone/internet provider?

Andre

Official Employee

 • 

221 Messages

15 d ago

Hi @user_a06764 and thanks for reaching out. I'm sorry to hear you're also experining this issue with caller ID. I would like to ask, has a ticket been opened yet? If not, I would be happy to get this started for you. 

Visitor

 • 

3 Messages

@XfinityMikeB I was given as an incident number a “Chat Reference Number”: 

1 867 249 085 063 371 67

if this is not what is needed, please open a ticket

Official Employee

 • 

2.8K Messages

We can certainly work with you on opening a request for this. I do want to share this article with you first though, just as a reference: https://comca.st/30Om61t. I also wanted to ask if you have tried any troubleshooting up to this point at all? Have you reset the modem and then reset your main phone unit's base? Sometimes it's a matter of hardware needing a simple refresh, which can be done by unplugging the power cord for a few seconds on each device involved in the equation. In this case, that's the modem + your physical phones - if you have cordless units. If we don't have any luck with that, opening a request would be the next recommended step. 

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

Visitor

 • 

1 Message

20 h ago

We are experiencing the same issue. Several calls to customer support and even went to the local xfinity store. Still not resolved. What can  be done?

New to the Community?

Start Here