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ttonnis
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11 Messages

Monday, November 22nd, 2021 3:40 PM

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Number of Rings before VM

As a new user to Xfinity (home) voice I was hoping someone might address a question.  I was reviewing the support documentation for the number of rings before VM answers.  I followed the steps exactly as documented (shown below) and don't see what is referenced when logged into my account.   In step 7 the picture shows an example where there are values in the Number, Type and Rings Column and the number has been greyed out.  When I go to this same section under Advanced Call Forwarding, I see the columns mentioned but each one is BLANK with nothing below each heading.  My understanding is my home phone# should be there and I can change the rings if necessary.  Additionally, I also do not see the ADD box in Advanced Call Forwarding as shown in the step 7 picture.  

I confirmed with a family member who has Xfinity Voice and they also do NOT have any choices as shown in the picture.  It appears this "problem" isn't specific to my account.  I am not sure if I am missing a step or if the support document might be incorrect.  Any help on how to correct this would be appreciated. 

Thanks!

Xfinity Instructions:

Go to http://www.xfinity.com/ and click the Menu button. Menu button.

  1. Select the Voice icon in the drop-down list.
  2. Log in using your Xfinity ID or email and password.
  3. Ensure you are on the Voice tab.
  4. Click the Settings icon The settings cog icon in the upper-right corner of the page and click on Settings.
  5. Click on Call Forwarding or Advanced Call Forwarding.
  6. Click the drop down under Rings to select the number of rings before voicemail.
    Call Forwarding Screen with option to change number of rings.

Here is what I see:

Question

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Updated 

3 years ago

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2.8K

2

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XfinityAlyssaA

Official Employee

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1.8K Messages

3 years ago

Good morning @ttonnis and thank you for reaching out to our Digital Care Team on our Community Forums with your Voice issues and we'd be happy to look further into your concerns. To get started,  please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

11

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TWhite99

New Poster

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5 Messages

3 years ago

Did this get solved? I have the same problem with my account.   Phone goes to voicemail after 2 rings and I cannot add a phone number to call forward, nor can I change the number of rings to wait before it forwards to voicemail.  Same behavior on MS EDGE, FireFox, and Chrome browsers.

1

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ttonnis

Regular Visitor

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11 Messages

@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.

 

(edited)

3 years ago

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