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user_721405
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Visitor

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3 Messages

Sunday, June 26th, 2022 4:42 AM

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No call history since 2021

I have not had call history since moving from one apartment to another in the same building in December 2021. Spent hours on phone with Xfinity folk with no resolution. I want this issue resolved immediately.  

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Updated 

2 years ago

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CCAlicia

Contributor

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250 Messages

2 years ago

Hi there! Thank you for taking the time to reach out to us through Xfinity Forums! Oh no! How concerning! You have reached the right place for help!

 

Have you followed these steps to check your call history?

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user_721405

Visitor

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3 Messages

2 years ago

I have, at least twenty or more times, with no results. I continue to receive the following message:

There is a problem with your Xfinity Voice service. Please call 1-800-XFINITY for assistance.
I have contacted Xfinity on at least ten times to resolve the issue with no results.
I reached out again today and spoke with a Xfinity rep who seemed to understand what I was saying. She said that she would reach out to her colleagues and get back to me by 5 pm.  It is now 1:33 am, the next day, no return call.  My next contact will be to the FCC.  This issue has been unresolved for 6 months, and I am still billed every month with no discount.

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CCAlicia

Contributor

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250 Messages

@user_721405 Yikes! How upsetting! I'm truly sorry to hear we have left you feeling this way! This is not the experience we want you to have.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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 no longer work for Comcast.

2 years ago

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user_721405

Visitor

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3 Messages

Since my last post, I have discussed this issue with two more, supposedly, Xfinity technicians who indicated that they were reaching out to their engineers to fix the issue.  Still no resolution.  In July 6, 2022, I will be filing a complaint with the FCC.  Comcast/Xfinity cannot continue to take money from customers without providing the services of the packages purchased.

2 years ago

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magebhart

Visitor

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1 Message

2 years ago

Almost the exact thing is happening on my Account.  I am in the process of moving (and keeping the same land line number).  A Comcast rep put in a move request, and then I immediately lost "Voice" options on Xfinity Connect.  When I choose "Voice", I get the error "Something went wrong.  Contact us to reactivate your service".  I can't see Call History, and my TV screen no longer reports Caller ID when the phone rings.  This issue started July 19, 2022.  I have spoken with two customer service reps, which have been completely useless.  They simply read scripted messages to me and clearly do not understand the issue. 

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XfinityPaula

Official Employee

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1.2K Messages

Hello @magebhart thank you for taking the time to share with our community the experience you are having as well with the call logs missing and the caller ID to TV not working. Especially with all the work you have going on with preparing to move! Based on the details that the number is transferring with you that may have caused a miscommunication in the background, but you should still have access to call logs and details online for your voice services. Are you settled into your new home yet or still transitioning? I want to help and make sure that you have the access you should to the call logs and caller ID. Please send us a direct message with your name and serivce address. I may need to work with our repair team, but we should be able to correct the trouble.

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 live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

2 years ago

0

user_a73dd5

Visitor

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3 Messages

I have the same problem as mention above. When I moved my land line phone number from Verizon to Xfinity on Sept. 17, 2022, I could no longer see my call history. I keep getting the same error message "There is a problem with your Xfinity Voice service. Please call 1-800-XFINITY for assistance." 

I called the customer reps. over five times and have spend several weeks with various techs. with no resolution. 

2 years ago

CCAshley1

Official Employee

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746 Messages

We would like to look into your phone record concern. Please send us a private message. 

 

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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 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

2 years ago

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user_f9aa02

Visitor

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2 Messages

Same thing with me since I started my account in September 2022.  Numerous call and lots of wasted time with no resolution and no discount to my account.

2 years ago

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user_a73dd5

Visitor

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3 Messages

@XfinityAshley​ 

Still no resolution, worked with tech support yesterday, all they did was to reboot my router. Same story each time I talk to a rep. Should just give me a monthly discount for the reminder of my contract. No one knows how to fix this problem, I talked to six different customer reps. Asking me the same questions and the same results.

"The definition of insanity is doing the same thing over and over and expecting different results”

(edited)

2 years ago

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user_f9aa02

Visitor

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2 Messages

2 years ago

I have the same problem. I have reported it numerous times, and all they say is that there is an open ticket that has been escalated.  This really shouldn't be a hard problem to solve!  If it can't be fixed, please reduce my price as I am not getting all the services I am paying for.

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