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Tuesday, November 28th, 2023 8:00 PM

Another "Advanced Call Forwarding" thread....

I am having the same issue so many others have.  We go to setup Nomorobo and we need "Advanced Call Forwarding" to do so but there it tells us that:

"This telephone number does not have access to Advanced Call Forwarding.

Customize your Xfinity Voice package today by calling 1-800-XFINITY. "  

We tried that and sat with a phone rep for about 45 minutes who didn't seem to understand that it isn't US. No, turning on and call forwarding with *72 doesn't fix it.  No doing it multiple times doesn't fix it.

Clearly, if you look at my account (which is top tier broadband with Xfinity Voice), there has to be a switch there somewhere on XFinity's side that says yes or no for Advanced Call Forwarding, just like if I wanted Unlimited International Calling but didn't have it as part of my plan.  The "Advanced Call Forwarding" switch should be on.  It clearly is not and there are many in these forums that are getting the same issue and having to fight with Xfinity to just turn it on.

If it were as simple as something we could fix on our end (like checking a box so we have it working) the message would not tell us to customize our package BY CALLING.  That is proof that the issue is something Xfinity has to take care of and that we cannot simply take care of ourselves.

The phone rings CONSTANTLY with noone leaving a message to the point we unplugged it.  I go into Voicemail online and it is messages from people thinking it is US calling to try and sell them solar or talk to them about their car's extended warranty even when the phone has been unplugged for weeks.

My wife has given Xfinity to the end of the week to get this resolved or we will simply remove the Voice service from the plan as it is not worth the hassle.

Official Employee

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922 Messages

5 months ago

Hey @user_fxms9f, thanks for reaching out to Xfinity Support on our forums. Spam phone calls can certainly get annoying fast and I'd love to help. *72 is basic call forwarding which is different. Our website here walks you through setting up Advanced Call Forwarding and this site here has the steps for setting up nomorobo. That is just in case you need it after we get everything fixed for you. It sounds like either Advanced call forwarding hasn't been added to the features on the account or isn't provisioning correctly. When you get a chance can you send us a direct message so we can help?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

(edited)

26 days ago

I have been fighting with my call forwarding since yesterday. I have two issues with my landline. I have spoken with at least three or four people in "customer service," none of whom understood or cared to read about my issue. Needless to say frustrated doesn't remotely capture where I am at right now. On top of everything else, they changed my billing, so at this point, I am expecting to have a completely different fight with "customer service" on that one when my cycle turns.

Issue #1: I cannot go through Advanced Forwarding or add another number to forward calls. Getting the calls I need would be ideal if I am not at my desk. The first "agent" I spoke to said that they "processed" my issue and that they were going to send a "strong signal" to my modem to fix it. I asked them to explain to me how that would fix my issue. they couldn't explain either what my issue was or how sending a "strong signal" was going to address it. 

Issue #2: Callers need to get through When they call my phone number. I have been paying as a "Platinum" level customer with Xfinity, which has proven worthless. I don't need a discount to Orlando. What I need is someone at Comcast who can fix my issue.

Where is the customer service I see them advertise on TV? Because what you see on tv has not been my reality.

Official Employee

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2K Messages

@user_srlopez27

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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