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stoney17
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Visitor

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3 Messages

Thursday, December 19th, 2024 7:38 PM

Caller ID has stopped displaying incoming calls on our TV's

The beginning of October I was notified that our voice modem needed to be replaced. I was given a Cisco DPC3941T modem as the replacement. We only use this for phone services and not internet as we have our own modem. Ever since the voice modem was replaced the caller ID has not appeared on any of our TV's. With the previous modem all worked properly. I have done some troubleshooting such as refreshing both the TV cable box and voice modem by recycling power and I have verified that Xfinity Voice is turned on. What do we need to do to get this feature working again?

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21 days ago

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XfinityAirelle

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2.2K Messages

21 days ago

 

stoney17 I understand how frustrating it must be to lose the Caller ID feature on your TVs, especially when it worked fine before the modem replacement. Let me help clarify and troubleshoot this for you. First, Have you made sure that the caller ID feature is turned on in the settings? 

 

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stoney17

Visitor

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3 Messages

21 days ago

Hi Airelle, yes the “Xfinity Voice” setting is ON. 

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XfinityAirelle

Official Employee

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2.2K Messages

 

stoney17 Thanks for letting us know. I would like to take a look at your account to see what may have been the cause. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

I am an Official Xfinity Employee.
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21 days ago

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stoney17

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Airelle, I should add that the Caller ID setting has always been on and it is still not working. 

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21 days ago

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XfinityAirelle

Official Employee

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2.2K Messages

@stoney17 Thanks for letting us know. We recently made some changes with the caller ID to TV compatibility, so we would like to confirm you have the correct equipment, so you can continue to enjoy this feature. Just send us a message when you get the chance following the directions we provided above. 🙂

(edited)

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

21 days ago

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