Number of Rings before VM

@XfinityAlyssaA 

XfinityAlyssaA Thank you for the message.  I logged into my account and followed the steps you provided exactly as detailed.   Everything works fine until I get to the "New Message" (pencil and paper) icon.  Unfortunately, when I attempt to select the icon, it is greyed out and a red circle with a / appears.  Thus, I cannot create a message and submit the information you requested.   Would it be possible to provide support here without the need to use direct messaging which is not an option for me.

As mentioned, I have seen this same issue with a family member who has Xfinity voice. The information in the Advanced Call Forwarding section is also blank for them, which leads me to think it's not specific to an account.  However as mentioned in my original message your support document shows there should be values in the Number, Type and Ring column.  Can you clarify and elaborate if there should be information in this section and if so, why it would not be there?  In addition, there is no ADD button as shown in the document which is the same for others I know.

Lastly a case was opened via a phone call and directed to Advanced Repair on 11/17.   I was told they would look into it within 48hrs, thus far nothing has changed and I have not received any call back as it was mentioned I would. 

Thank you so much for your reply @ttonnis, and we are sorry to hear that you are experiencing issues sending us a private chat message. I have provided the following link with detailed instructions on how to change the number of rings before the voicemail answers https://comca.st/3raQKgG. If you have tried these steps, then I do need to take a closer look at your account and see if I can look further into whether our Advanced Repair team has made any notes on your account regarding this, which does require us to collect sensitive information that we do not allow to be posted publicly for privacy concerns. 

May I ask what browser you are currently utilizing? Can you try clearing cache and cookies then log back into your online account and see if you are able to send us a private chat message?

@XfinityAlyssaA 

Hello,

Those directions are exactly what I have used when I experience the issue where the the vales are blank with no ADD button as well.  See my original post it illustrates what the Xfinity instructions state and what displays when I am logged into my account and go to the Advanced Call Forwarding section.  Remember as I stated in prior messages a family member also sees the blank section in Advanced Call Forwarding and no add button on their account.  This leads me to believe it is not account related and is something more global on the Xfinity side. 

As to browser, I have tried Chrome & Edge on Windows also Safari & Chrome on a Mac all with the same results when trying to send a direct message.  The option to create a new message is not available and displays the red circle with a /.    I am certain it is not related to browser or cookies as it's been tried various times on different computers.  

Strange! We'd like to take a further look. Please send us a direct message with your name and address by following these instructions:

• To send a direct message from this page:
• Click "Sign In" if you're not already signed in
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

We will go from there. Thanks!

Hmm. I'm not seeing anything wrong with your profile so there has to be something we're missing. Can you share a screenshot please, for what you're seeing as far as sending a DM goes? 

@TWhite99 

Hello,  to give a specific answer yes the problem was resolved after extensive effort and troubleshooting on my part.  To keep this brief it's not something that can be corrected with a simple call to support.  It had to be escalated to Tier 2 who saw and understood the issues.  However, after trying various ideas they also could not resolve the problem.  In turn it was escalated to T3 (Engineering).  After several communications with them via phone & email they identified an Xfinity issue (I was never told exactly what it was) that had to be addressed in order to correct the issue.  The process of getting from phone support, then escalated to L2 and finally to L3 takes considerable time so patience is critical. 

Hope this helps.