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Visitor

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3 Messages

Sun, Jun 26, 2022 4:42 AM

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.  

Official Employee

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119 Messages

2 m 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?

Visitor

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3 Messages

2 m 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.

Official Employee

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119 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 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

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.

Visitor

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1 Message

14 d 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. 

Official Employee

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298 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
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