Visitor
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8 Messages
Home Phone Call History Inaccessible
I have been unable to access my Xfinity home phone call history. When I lick or tap Call History, it says there a problem with my phone service and to call Xfinity. I spent close to an hour on the phone with customer service a couple days ago. First the CSR told me there was no problem on her end so there was no problem. I had to insist that there is a problem and that the call history itself says there's a problem. I wouldn't have called otherwise! I had already logged out and logged back in. No help. But she had me do it again. Then she wanted me to uninstall and reinstall the Xfinity app. So I did. No help. Then she still insisted everything was fine on her end. I kept insisting there's a problem. Then she put me on hold and came back saying there was a problem on her end and she just had to reset something. Which she apparently did and a minute later, the call history still said there was a problem with my home phone. Then she put me on hold again to "ask dispatch." She came back saying "dispatch" said we cannot access home phone voicemail on the app, only the wireless voicemail? She said she wanted to give me a link to a page where I could find the home phone voicemail. It was the Xfinity website. I did not need her assistance logging on to this site so I asked her if the call history is accessible if I log on using my desktop computer and not the app on a mobile device. She said YES. So I thanked her and we ended the call. I thought the problem was solved. NO. It's the same setup and I get the same "call Xfinity" message!
This is super frustrating. No one seems to know what they're talking about at Xfinity - like ever. I found a post from someone who had this same problem going on for a long time and after hours dealing with customer service and ineffective attempts to fix it, they DM'ed customer support and were told that their home phone was not mapped correctly. It seems this is not an isolated problem so Xfinity should be aware enough to educate their customer service team.
As of now, my call history still gives the same error message. I DM'ed customer support because nowhere on the DM page does it say it's prohibited to do it without an invitation. No one even answered to say that's not allowed and to make a post first. So I still need this fixed.
XfinityJon
Official Employee
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710 Messages
26 days ago
Alright, I have reached out through the direct message that was already open. I will need some additional information to assist further. We can proceed through the direct messaging.
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LongJumpingSnowCake
Visitor
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8 Messages
13 days ago
This is still not resolved. I was told, after hours of DMs, getting replies in maybe 5 minutes or maybe 30 minutes, that they were sending the issue to the "Advanced Repair Team" and I would get text messages regarding the issue. I got nothing. A week later, still nothing, and no fix. But I got a DM saying how the issue was resolved and they were able to close the ticket. WHAT???? No, nothing has been resolved. The problem is the same. And since I replied to that DM, now I have someone new wanting to "troubleshoot." Darn it, this is a just a useless loop with no resolution in sight. The DMs are huge time waster and another reason for me to dislike Xfinity and the absurd customer support policies they implement.
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