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Liss60
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Frequent Visitor

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12 Messages

Saturday, January 11th, 2025 12:03 PM

change number of rings in voicemail

On Thursday I spent an hour on chat with Xfinity live agent and I was on chat for 1.5 hours yesterday and my issue is not yet solved. I'm frustrated because although the two agents I spoke with were very friendly and nice, they spent more time trying to sell me on Xfinity cellular service than solving my problem.

All I want to do is change the number of rings before voicemail picks up our calls. I do not have the options to change this on the Call Forwarding screen, so the support articles on this are worthless to me. I have tried both on my Windows 11 computer and my Android phone. When I Google this issue, I see that I am not the only one with this problem and see some posts from two or three years ago, so this is not a new issue, either.

I put the brakes on switching to Xfinity cellular yesterday, even though it's a much better price than our current carrier, because my husband's tablet is not supported, but also because after 2.5 hours on chat, I still have not been able to change the number of rings before voicemail picks up. I did not contact Xfinity to change cellular carriers and now wonder if all the delays in fixing my voicemail problems is a plan that the company has put into place to keep customers engaged so they can pitch their sales.  I am very hesitant to reconnect with Xfinity support chat, again, because I will get stuck for another hour or more and they will push the mobile services, and still not solve my issue.

Question

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Updated 

19 days ago

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5

XfinityPeterH

Official Employee

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1.8K Messages

3 months ago

 

Liss60 Thank you for reaching out and letting us know about this! I would be feeling pretty frustrated if I were in your shoes too. Our team is happy to help you. I know you stated you didn't find the feature to modify your rings with the help article but I just want to make sure everything was correct. Were these the steps you followed? 

To change the number of rings before voicemail answers:

Sign in to Xfinity Voice Settings using your Xfinity ID and password.
Click on Call Forwarding and then scroll to Advanced Call Forwarding.
Click the drop down under Rings to select the number of rings before voicemail.
Notes:
The minimum number of rings is two, and the maximum is nine.
The first phone number on this list, under the Advanced Call Forwarding section, must be your home phone.

The ring count changes on the page immediately, but in some cases the change can take up to 24 hours to take effect.

 

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Liss60

Frequent Visitor

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12 Messages

Yes, I followed the first two steps, but I do not have those (or any options) under Advanced Call Forwarding. The only thing beneath the Activate box/button in the Advanced Call Forwarding section is the Selective Call Forwarding section - there is nothing in between the two. The word "Rings" is nowhere on my screen and there are no drop-downs. THAT is why I am so frustrated.

(edited)

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3 months ago

0

Liss60

Frequent Visitor

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12 Messages

Here is the screen I see. I am logged in and my phone number shows to the left in my browser window.

(edited)

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3 months ago

0

XfinityJoe

Official Employee

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747 Messages

Good morning @Liss60 We would be happy to look into this with you. Please send us a DM with your full name and address to Xfinity Support. To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

 

 

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

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3 months ago

0

MikeB39A

Problem Solver

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669 Messages

3 months ago

To change the number of rings before voicemail on Xfinity Mobile, you can sign in to Xfinity Voice Settings and adjust the Advanced Call Forwarding settings. 

Steps 
  1. Log in to Xfinity Voice Settings
  2. Select Call Forwarding
  3. Scroll to Advanced Call Forwarding
  4. Click the drop-down menu under Rings
  5. Select the number of rings before voicemail
The minimum number of rings is two, and the maximum is nine.

2

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Liss60

Frequent Visitor

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12 Messages

@MikeB39A​ Thank you for taking the time to respond, but the problem is that I do not have the drop-down menu under Advance Call Forwarding. There is nothing about Rings on that page at all.I have the box/button to activate Advance Call Forwarding, then beneath that is Selective Call Forwarding. There is nothing in between the two.

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3 months ago

Jeannie14barr

2 Messages

@MikeB39A​ when I try to click Advanced forwarding, there is an error message

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2 months ago

0

Bobb211

New Poster

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6 Messages

3 months ago

Would Xfinity support staff ANSWER how to do this, as I have the same issue of NOT seeing any dropdown options listed!

5

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XfinityOrlandoM

Official Employee

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2K Messages

@Bobb211

 

Thanks for reaching out I do apologize if  the options to change the number of rings is not listed when you log in. I'll be happy to assist you with getting the number of rings updated for you. go ahead and send me a direct message with your name and complete address to get started.  To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

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

 

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
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

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3 months ago

0

user_4j2d91

2 Messages

Xfinity voice does not let me sign in

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3 months ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@user_4j2d91

 

 

Thanks for reaching out to us if you're having issues signing on to your account https://login.xfinity.com/login to go to your voice settings you'll probably want to go to the password reset option.

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
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

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3 months ago

0

user_0aphvn

1 Message

Xfinity needs to send a software update to fix this problem. I am having it to on my android. I went into the xfinity store and they did not know how to fix this. This is a serious problem to me. The first chance I get I am going to get rid of xfinity mobile if they cannot come up with a fix to this problem. No one wants to listen to 9 rings before the voicemail picks up.

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22 days ago

0

XfinityThomasA

Official Employee

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2.3K Messages

Thank you for your feedback and for letting us know you've been impacted, user_0aphvn. This is not the experience we want and I appreciate you sharing that your device in Android. Can you walk me through the steps you're taking and where you're running into an issue? 

 

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

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20 days ago

0

Jeannie14barr

2 Messages

2 months ago

I am having the same issue. Many, too many hour spent looking for solutions and a new warch that I really don't need but my voice mail just keeps ringing . No answer and no busy signal

0

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user_b1a5cc

Visitor

 • 

1 Message

21 days ago

I have the same problem with my  xfinity voice service.  I am not longer allowed to change the number rings before voice picks up.  This is a huge problem because I can't always get to the phone before the messaging system  announces I am not here!  There there needs to be a software update for my area.

Call Forwarding

Basic Call Forwarding

Send all incoming calls to another telephone number.

Activate

Advanced Call Forwarding

Send your incoming calls to up to 5 phone numbers simultaneously.

Add a phone number to your Advanced Call Forwarding list.

Activate

Selective Call Forwarding

Send up to 25 trusted callers to another telephone number.

Forward my trusted incoming calls to this phone number:

Add
It is crazy that I can forward my phone calls to 5 different numbers but I CAN NOT CHOOSE HOW MANY RINGS BEFORE THE SYSTEM ENGAGES..... !!!!!@

1

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XfinityVianney

Official Employee

 • 

2.1K Messages

 

user_b1a5cc, 

Thank you for letting us know. Based on reports from others in the thread, I see you aren't alone. We can investigate why it isn't available and also assist with making the adjustments. Please send me a direct message with your full name and service address to get started. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

 

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

19 days ago

0

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