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ward_snyder
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Friday, October 22nd, 2021 3:55 PM

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Home answering system no longer works using Comcast phone line

I have used Comcast's home phone system for years.  I've always had Panasonic answering system on my home line, that will pick up any missed calls, and if we are talking on the phone Comcast will answer.  A while ago our home answering system stopped working, it would show it was "answering" and then the message would be on comcast's system.  We also have our Comcast voice line setup so that if we get a message it will blink the yellow lights on our phone, this stopped happening as well.

I thought this issue was with our phone system and bought aa brand new phone and answering system package.  I got the new system setup and it does the exact system thing as the old.  I moved my Comcast voice systems to 7 rings (used to be 5) before answering, and I'm using 4 rings before answering on my home systems.  I have restarted all of my Comcast equipment.

All of this worked seamlessly for years, what has Comcast done to my phone system, and how do I get this fixed???

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3 years ago

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Cammby

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55 Messages

3 years ago

Following this.  Same thing here.  We've missed some messages since they unknowingly started going to this trashy Xfinity voicemail.  Just want to turn this off.  Simple request and nothing in settings to do so!?!?!?

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CCEthan

Official Employee

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1.4K Messages

Hi, @Cammby. I can remove our voicemail feature. Can you direct message your name and address, please?

 

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon(direct message) near the bell icon. 2. Click the "New message" (pencil and paper) icon

2. Hit the compose button to the right of "conversations"

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

I no longer work for Comcast.

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

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

3 years ago

@ward_snyder Hello and thank you for taking the time to reach out. I am sorry to hear you are having issues with the functionality of your voice services. You reached a team of experts who can help take a look at this. To verify, you have no need to the Xfinity Voicemail, is that correct? 

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ward_snyder

Visitor

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3 Messages

3 years ago

In the past if I was talking on my home phone and another call came in it would role to the XFinity Answering system. 
I don't understand why Comcast has changed the phone feature so  that it is worse.  If I have Comcast's Voice set to answer after 7 rings why won't Comcast allow my home answering machine answer after 4 rings? 

How is having my Panasonic answering system answer the phone any different then me picking up the phone?  This seems like and awful change and I ended up paying $160 to buy a new answering system that doesn't work.

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XfinityEmilyB

Official Employee

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1.7K Messages

I definitely want to make sure your phone system is working the way you want it to, @ward_snyder!

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help you remove the Xfinity voicemail feature. 

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

3 years ago

0

ward_snyder

Visitor

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3 Messages

I finally called Comcast and worked directly with a technician.  Here was the fix for my system.  
My Comcast Modem has two plug-in for a phone line.  When I got my newer modem I plugged everything in and found it all worked.  It turns out if you plug into the phone line labeled 2 your answering system doesn't work correctly.  Move the phone line to the line labeled 1 and it works correctly.  I never even noticed they were labeled until the phone technician told me to check for the numbers.
What a crazy problem, you have to plug into line 1 on the modem, don't buy a new answering system, don't waste a bunch of time checking wiring and online settings.  Just connect to line one.  

3 years ago

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CCAbbie

Problem Solver

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1.4K Messages

@ward_snyder Thank you for your reply! I am glad to hear you were able to figure out what was causing the issue! 

I no longer work for Comcast.

3 years ago

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Elderstin

Regular Visitor

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9 Messages

I am connected to line 1 but a month or so ago it started passing my home answering machine and it did not give our answering message..

3 years ago

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CCLuis

Problem Solver

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493 Messages

Hi, @Elderstin. Thank you for taking the time to bring this issue to our attention. Just to confirm is the system bypassing your personal Answering Machine and going to the Xfinity Voicemail? 

I no longer work for Comcast

3 years ago

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