Hey there, user_p0n093, thanks for reaching out through Xfinity Forums regarding the issue with your modem. We want to ensure that your phone line is working properly. My mom relies on the phone line for important calls and I know how important it is to have it up and running! You have reached the right place to troubleshoot! Have you tried any troubleshooting steps regarding the dial tone like restarting the modem?
I have the same problem. I just installed the new gateway and now there is no dial tone on landline. All incoming calls go directly to voicemail. I've reset the gateway. The phone is connected directly to the gateway, so it is not house wiring. I have confirmed phone connections on the gateway are applied correctly to the telephone port, applying them exactly the way they were in the old gateway and as per new instructions. Television and Internet are working. I have rebooted the gateway, and it did not solve any problems. I cannot be down for days like so many of your other customers are experiencing. I hope you can see how concerning this is. The remote technician rebooted the gateway and said the television and internet services are working. I told him a third time it is the voice (telephone service). This is a KNOWN ongoing problem. Why did they send out broken gateways? Does anyone know if there is a class-action law suit over this?
Greetings, @user_w424gv! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your phone line, but you have definitely come to the right place for assistance.
If you recently replaced your modem and aren't getting a dial tone, it's possible your phone line is still provisioned to your previous terminal adapter in our backend system. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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XfinityJeniece
Official Employee
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2.9K Messages
28 days ago
Hey there, user_p0n093, thanks for reaching out through Xfinity Forums regarding the issue with your modem. We want to ensure that your phone line is working properly. My mom relies on the phone line for important calls and I know how important it is to have it up and running! You have reached the right place to troubleshoot! Have you tried any troubleshooting steps regarding the dial tone like restarting the modem?
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RBN003
Contributor
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36 Messages
18 days ago
I have the same problem. I just installed the new gateway and now there is no dial tone on landline. All incoming calls go directly to voicemail. I've reset the gateway. The phone is connected directly to the gateway, so it is not house wiring. I have confirmed phone connections on the gateway are applied correctly to the telephone port, applying them exactly the way they were in the old gateway and as per new instructions. Television and Internet are working. I have rebooted the gateway, and it did not solve any problems. I cannot be down for days like so many of your other customers are experiencing. I hope you can see how concerning this is. The remote technician rebooted the gateway and said the television and internet services are working. I told him a third time it is the voice (telephone service). This is a KNOWN ongoing problem. Why did they send out broken gateways? Does anyone know if there is a class-action law suit over this?
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user_w424gv
1 Message
18 days ago
I’m having the same issue installed new modem and have no phone line
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