Caller ID on TV

Can someone please help me? I’ve talked to 2 online agents and 2 phone agents. I keep being put through the same troubleshooting steps over and over despite 2 “advanced team” tickets being opened for what seems like a simple issue.

Our old gateway/modem’s fan was failing. I took it back to the Xfinity store and got a new one. Brought it home, plugged it in, and it wouldn’t activate. Called Xfinity and they helped activate it, great. Noticed about an hour later that the voice service wasn’t working (no dial tone). Called Xfinity back, and they manually moved/associated our phone number with the new gateway/modem. The next day, I noticed caller ID is not showing up on the TV. It shows up fine on the phone, but not the TV. I have verified the caller ID notifications are still on for the TV.

No amount of account refreshes, resending signals, rebooting my cable box or gateway, or anything the customer services reps I’ve talked have done has fixed it. I have yet to talk to the “advanced team” that has my case. I get texts asking me if it’s fixed, I say no, and I get a text telling me to call back into the main customer service number.

It doesn’t seem like a big deal, but my dad uses this feature to see who is calling him. It’s easier to see than squinting at the tiny phone screen.