chilinux's profile

Contributor

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35 Messages

Thu, Oct 22, 2020 9:00 AM

Error with Advanced Call Forwarding

We are trying to use the Advanced Call Forwarding with a long established Comcast/Xfinity account that includes two Xfinity Voice phone numbers.

 

We are logged into the account holder user (the only user on the account) and I can confirm in My Xfinity users that the user role is Primary.

 

However, under Xfinity Voice -> Settings -> Call Forwarding, the Advanced Call Forwarding and Selective Call Forwarding sections all remain greyed out.  Both text boxes and the Add buttons are greyed out.  Instead, there is a momentary message box with "An error occurred while processing your request.  Please log out of the application and try again. [404]"

 

According to the Chrome browser Inspect option, the URL generating the 404 is:

https://ott.comcast.net/xcportal/callfeatures/xcweb/1.0/[user name]/sns/[phone  number]

 

Logging out and then logging back in does not work.  It still continues to generate the same results.

 

Contacting customer service also does not help.  They indicated the issue had been escalated.  Someone left a voicemail the next day that they corrected the issue.  However, still getting the same exact results.  However, since contacting customer service, it s no longer possible to recieve in-bound calls via Xfinity Voice.  Outbound calls still work but calling in from *any* independent phone number just goes straight to voice mail.

 

Is anyone else able to access Advanced Call Forwarding?  Is this a known issue?  Is it typically for Comcast Support to take a voice line able to recieve phone calls and render it to going straight to voice mail to then claim it is now resolved?!   Is there any method to get the problem really resolved instead of Xfinity-grade broken level "resolved?"

Responses

New Poster

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2 Messages

6 m ago

Same here. Exactly the same. Shame on Comcast.

New Poster

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2 Messages

6 m ago

Yup! The app is broken, too. 

chilinux

Contributor

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35 Messages

6 m ago


@bcw1212 wrote:

Yup! The app is broken, too. 


I understand and sympathize with your frustration.

 

Which type of device did you try Xfinity Connect smart phone app on?  Android or iOS?

 

Which operating system did you try using a web browser on to access the Xfinity Voice web portal?  Windows, Mac OS, Chromebook or Linux?

 

Which web browsers and browser versions have to tried?

 

Microsoft Edge?  version 87?

Google Chrome?  version 87?

Mozilla Firefox?  version 84?

Apple Safari?  version 14?

 

Have you tried calling Comcast/Xfinity support?  What did they say/do?

 

We shouldn't have to be jumping through this many hoops but clearly for this feature we do.  If we want this fixed in the future then it appears we need to do the work for Comcast of collecting the information.  Comcast is using it's monopoly position to collect our money regardless of if they do the work or provide the features so they have no incentive to do the work themselves.  But with enough information on what is causing the issue, maybe they will decide it is worth fixing.

Regular Visitor

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2 Messages

6 m ago

I have tried unsuccessfully to activate the advanced call forwarding feature both on my Mac running Mojave (10.14.6) and my iPhone X on the Xfinity Connect app. Tried on my Mac with the current versions of Safari, Chrome, Firefox, & Microsoft Edge. Have also deleted & reinstalled the Xfinity Connect app on my phone. Same result on each attempt. Hours on the phone with service reps, a couple of whom claim they are "escalating" the issue, after which I may get a text message stating my service has been restored, & I should reply Y or N to confirm service is working. After confirming the problem still exists, I reply N & get a phone call from yet another service rep who has no background knowledge of the problem so I have to go thru the whole process of problem explanation & the same troubleshooting that has been unsuccessful several times. I tell them that Nomorobo's website specifically states that there is a "glitch in Comcast's website" & that Comcast's Advanced Technical Support needs to manually reset the Advanced Call Forwarding feature, but this info seems to fall on deaf ears. Here is the link to Nomorobo's summary of the problem: https://nomorobo.zendesk.com/hc/en-us/articles/208013676-Comcast-Problems . Other phone features are working fine, but one of the features I was most looking forward to trying was Nomorobo so I am beyond frustrated.

New Poster

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2 Messages

6 m ago

I am having the same problem. Trying to set up Nomorobo. On the Call Forwarding website page, it shows three dots for a while and then eventually says "Sorry! Unable to process your request. Please try again."  Then, the "Add" button is greyed and disabled.  Spent an hour chatting with a patient and friendly but clueless service rep. Asked me pointless questions about my laptop when this is obviously a website problem. 

 

Now, it occured to me to just use Chrome's developer tools (right click > Inspect) and sure enough you can see errors in the Console:

Failed to load resource: the server responded with a status of 401 (Unauthorized)

Failed to load resource: the server responded with a status of 500 (Internal Server Error)

 

COMCAST, YOU NEED TO HAVE A SOFTWARE DEVELOPER LOOK AT THIS.

 

By the way, here are the instructions for setting up Advanced Call Forwarding from the Xfinity Connect App:

https://www.xfinity.com/support/articles/forward-calls-using-xfinity-mobile-app

It looked promising, but then I got the following: "Error The call plan for this phone number does not include this call feature. Learn more about the features included with each call plan and additional lines. [491]"

 

New Poster

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1 Message

6 m ago

Just wanted to add my solution to help others. 

 

I was getting the same error others have reported on the website through PC, so I tried through the Xfinity Connect app. First attempt I denied all permissions that the app was asking for, and was getting the following error;

 

"Error The call plan for this phone number does not include this call feature. Learn more about the features included with each call plan and additional lines. [491]"

 

I decided to uninstall and re-install the app, this time granting permissions to allow access to media files when it asks (unsure why it needs this), and was then able to go through with adding the advanced call forwarding number. So maybe it was just a fluke, but perhaps if you are getting that 491 error in the app, try allowing permissions and see if that helps. 

New Poster

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1 Message

6 m ago

Thank you for this suggestion! I tried to add Nomorobo in October and gave up/ran out of time. I took up the task again today and found this thread. Called and asked them to reset the feature, and viola! It works! I didn't have to get to a second tier of support and managed to do it on my Mac (didn't need to use the app). Took about 5 mins once I got an agent to call me back. 

New Poster

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3 Messages

4 m ago

This one is a real crazy issue Comcast has with their customer interface.

1) I set up a new Gateway with a Phone. I created a new online account and used the Windows interface. I NEVER had call forwarding activated and did not use the Connect APP to add a phone number to Advanced Call Forwarding. I went in and set up the forwarding to Nomorobo and set both the Nomorobo and the IP Phone number (My Phone) to the same number of rings. Everything worked great first shot no problems.

2) Different Account different home. I go to do the same and what do you think happened? The same as above the Call Forwarding will not let me set it up in Windows, I get an error.  I call Comcast they reset my modem and then I call Customer Service to say  well mayby I don't have the same account features but I look at the bills and they read the same doesn't make sense. The customer service agent puts me on hold three or four times and tells me  "We don't have Call Forwarding on our new plans". I tell them my story and say your wrong you don't know what your talking about. I read this thread and guess what, the windows Call Forwarding magically works after adding one number in Xfinity Connect on my Android phone. The interface was there the whole time in Windows, it just didn't work.

 

I have spent the last three weeks helping several people fix problems with their Comcast systems. I have spoken to at least one dozen Comcast agents both in Customer Service and the Technical Support Team. I have never in my entire 40 year career in Cable TV, (I'm a Design Engineer worked for Magnavox, Scientific Atlanta, Cisco, etc.), EVER SPOKEN TO SO MANY PEOPLE THAT HAVE NO IDEA WHAT THEY'RE TALKING ABOUT!!!!!

I DO so take it from me "DO NOT BELIEVE WHAT MANY COMCAST REPRESENTATIVES TELL YOU!!!!"

Of COURSE there are good people who work there and some know what they're talking about. It's very sad being a very experienced professional to see such bad training and very poor Customer Service practices.

Comcast you need a complete overhaul of Customer Service its BADLY BROKEN. You owe my customers several man days of my labor as well. FYI one got a $100 credit the customer service agents limit she said.

 

chilinux

Contributor

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35 Messages

4 m ago


@AtlantaRTA wrote:

 

Comcast you need a complete overhaul of Customer Service its BADLY BROKEN.

Given the number of tier 1 customer service reps that handled the situation similarly, I think they are doing exactly what they are "supposed" to do based on Comcast performance metrics.  It seems to me their only job is to produce claims of having "resolved" the call and to minimize escalations to tier 2.  It does not seem to matter if what they claim is the resolution is related to the actual problem or not.

 

If Comcast does a complete overhaul of customer service but continues to use the same methods of performance metrics, the massive failure in customer service will just revert over to time back to this.

 

In the mean time, it seems the only method to get escalate to tier 2 to ask to speak to "retention department" about cancelling and then they finally take the actually problem a little more seriously.  But before you do that, Comcast seems to require proof that tier 1 has been given a chance to ignore the actual problem multiple times.

 

For critical home services such as phone service and home security, it seems like just going with a different provider all together is the only realistic long term option.  Other providers may also have issues with their tier 1 support but I have yet to run into any other provider that makes it this impossible to escalate the issue.

 

Given how long this thread has been going on, clearly no one has been able to ever get the issue up to tier 3 to fix it so that work-arounds are no longer needed. 

Visitor

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1 Message

3 m ago

Wish I had found this thread before pissing away 5 hours of my life with several broken English speaking customer reps. Amazingly identical results ending in the offer to send a technician to our home where the problem clearly does not lay. Will try the cell phone app work around next. Thanks for that who ever found it.

 

Does it occur to anyone else that if this issue were resolved it would allow customers to set up Nomorobo and shut down the telemarketing scams that Xfinity is currently enabling on their system?

plm0315

Frequent Visitor

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17 Messages

2 m ago

The phone app solution works!  I did have to delete the app, but that was easy enough.  The customer service approach was abysmal!  

Visitor

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4 Messages

You’re lucky you did that fifteen days ago. Had you waited one more week, that option would’ve been off the table for good. The xFinity Connect app is no more, and so is the underlying Voice2Go service that made it work. Both were shut down for good on April 20, 2021. I hope you won’t need to reconfigure your Advanced Call Forwarding.

Visitor

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4 Messages

2 m ago

R.I.P. Comcast xFinity Connect App!

Yay! So using the xFinity Connect (not My xFinity) app would work!

But not anymore, because Comcast has now gotten rid of that app and the Voice2Go feature that made it work as of April 20, 2021 (still in an ongoing pandemic, remove a major feature people depend on for communication — like when near the start of the pandemic last year [mid-February, IIRC] they got rid of the really nifty ability of the app to send and receive SMS [but not MMS] text messages through your Comcast xFinity Voice landline number on your smartphone! I was really angry about that and it caused me lots of problems with people who’d known that as a way to get in touch with me — had to repair some relationships with friends and organizations that thought I was just ignoring them, and who knows who else still thinks I just cut them off and never tried to get back in touch with me some other way?).

That’s right. Voice2Go is now Voice2Gone. The xFinity Connect app was primarily to use Voice2Go, so now they’ve removed the app from the app stores and disabled it. If you have it and try to launch it, it just sends you to a browser where you can do some of the things you’d used to use the app for. But, of course, if the website is having issues, that doesn’t help.

Voice2Go was awesome (even if the app itself had issues — they could’ve fixed those). First you needed to give the app permission to use it, but once you did, you got new features including being able to easily see your Call Log and Voicemail messages, including decent (not great, but generally good enough) speech-to-text transcriptions of your messages, play back the audio of and delete messages, etc. It had its own dialer separate from your phone dialer so that you could place, not just receive, Comcast xFinity Voice landline calls on your smartphone or even tablet! (All you needed was a Wi-Fi signal — no cell service required [you could even use this on a phone with no SIMM chip!]). And, as I said, until Feb. of 2020, you could send and receive SMS [but not MMS] text messages from/to your landline!]).

So, of course, they got rid of it. It was the one thing they had over AT&T and other competitors in this space. Nobody else had anything like it. It was something that Comcast could say that they could do that nobody else could, or at least was, doing. So of course they got rid of it.

Advanced Call Forwarding was touted as the replacement for Voice2Go, since at least you could receive landline voice calls on your device (but not place them). I set that up and it worked okay for about ½ a week, and now doesn’t anymore even though the website configuration page is working fine and shows my mobile phone there. I just changed the number of rings (why is there a separate entry for that for each of the numbers?) to see if that resets it, but have no easy way to test until someone tries to call me.

(edited)

Visitor

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1 Message

2 m ago

Is there any way to use Nomorobo with xfinity landline?  Anyone?  Anyone?  Bueller?

(edited)

Visitor

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1 Message

4 d ago

I found this thread too late!  As previous user stated the Voice2Go is GONE.. so there is no way to activate Advanced Call Forwarding. I also wasted time with customer support, who doesn't even know the difference between the different call forwarding methods and just keeps sending me instructions on how to do it. Complete waste of time.  We really would like to use Nomorobo, so we will have to move away from Xfinity. We were still holding onto AT&T U-verse, so we will probably have to just port the number back there since we were using simultaneous ring there previously.

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