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user_wkk228
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14 Messages

Thursday, August 24th, 2023 10:50 PM

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Advanced Call Forwarding Not Included?

I am trying to set up my new phone service (recently signed up for services with Xfinity - and it's been a nightmare to put it politely).

Today, I was looking at the voice settings at https://connect.xfinity.com/voice/settings/callforwarding and when I look at the settings, it won't give me access to Advanced Call Forwarding ... is that not included by default with Voice?  This is what I get instead:

Advanced Call Forwarding

Send your incoming calls to up to 5 phone numbers simultaneously.

This telephone number does not have access to Advanced Call Forwarding.

Customize your Xfinity Voice package today by calling 1-800-XFINITY.

This is getting really ridiculous the number of problems I've had trying to get my services all set up and fully functional.

Thanks.

Question

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Updated 

1 year ago

1.3K

5

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XfinityAnthonyT

Official Employee

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1K Messages

2 years ago

Hey there, here is a guide on how to activate Advanced Call Forwarding.

The Primary user must turn on Voice Permissions from the Account and Identity tab of their account for any other account user to access Advanced Call Forwarding options.

To turn on Voice Permissions:

  1. Go to Account and Identity. (You may be directed to sign in first.)
  2. Select a user to grant voice permissions.
  3. Scroll to the Allow Access to Voice Features section and toggle On.

let me know if that solves your problem for you!

5

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user_wkk228

14 Messages

@XfinityAnthonyT​ Hi.  I am the primary user.

2 years ago

0

XfinityAnthonyT

Official Employee

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1K Messages

Ok, send a DM to XFINITY SUPPORT with your name and address so that I can get into your account and take a look at it for you. 

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
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
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_wkk228

14 Messages

@XfinityAnthonyT​ Message sent.  It was sent to the general Xfinity Support account and says "Marcos" because he was trying to help me the other day with another plethora of issues with your services and requested my information.  I just sent it along with the addendum of this issue.  So hopefully someone can help, as your third tier support said they'd call me back yesterday for other matters and never called over 24 hours later.  Thanks.

2 years ago

0

user_scbprt

1 Message

@XfinityAnthonyT​ There is no way to select a user to grant voice permissions when there is only a primary user. I have the same problem. The spam blocker isn't working and I can't get to the advanced call forwarding section in the middle of the call forwarding page to add blocking to high risk and low risk calls. It says to call Xfinity to turn on advanced call forwarding. I spent yesterday at the store and this morning on the phone with Voice technical support. She said she would call me back to see if I got it working but she didn't. If I can't stop these calls, I am going to another vendor. Robocalls where a computer dials you is illegal according to the FTC.

2 years ago

0

XfinityRichard

Official Employee

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1.8K Messages

Hi there, @user_scbprt I'm very sorry for the inconvience, I know how frustrating it is to get those robocalls. Has our technical support team been in contact with you regarding the issues you are having?-Richard

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

XfinityAnthonyT

Official Employee

 • 

1K Messages

2 years ago

Awesome! Then you can follow those instructions and you shouldn't have any issues. Let me know if you have any hiccups along the way.

3

0

user_wkk228

14 Messages

@XfinityAnthonyT​ There are no permissions to turn on for myself.  I have access to every other voice setting.  The issue is not on my end, it's on yours.  It says my phone number doesn't have access to Advanced Call Forwarding.

2 years ago

0

user_41c750

1 Message

8/4/21 Wanted Nomorobo  because Xfinity = xperimental. I explained the issue completely. They even contacted me to let me know that their engineers fixed the problem. And they did. Customize your Xfinity Voice package today by calling 1-800-XFINITY. There is no: Scroll to the Allow Access to Voice Features section and toggle On" for us. Perhaps anyone? If my MA town wasn't in bed with them (the Devil), I get Verizon FIOS.

2 years ago

0

XfinityKei

Official Employee

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1.4K Messages

@user_41c750  I have a link that has the steps on how to set up and use Nomorobo here https://www.xfinity.com/support/articles/nomorobo. Can you follow the steps in this link and let us know if you run into issues. 

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_wkk228

14 Messages

2 years ago

Still unresolved.  Multiple overseas calls and they can offer to type numbers in for me but can't figure out how to properly have the feature work on my account so I can control things myself.

I a not calling into customer service every time I need a change made to my Advanced Call Forwarding settings.

Xfinity is a complete joke.  I wish FiOS was in this area, as I'd dump Comcast in a heartbeat.  I had FiOS for 13 years and NEVER had all these problems.  In fact, I think I had one problem in 13 years with my router finally dying - so I bought a replacement one on eBay and was good to go.  I've had Xfinity services active for approximately 5 days and have had at least 10 problems so far and no one can resolve them and just passes me off saying someone will call me in 24-72 business hours from a different department.

Am I going to receive a credit for all the days I haven't had full access to the features that are to be included in my monthly payment or Voice service?

2

user_b2d753

Visitor

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1 Message

1 year ago

i have been having this issue since I first activated my comcast account almost 10 years ago. I finally got frustrated and called again in hopes of finally having a resolution. The representative followed the same script about turning on voice permission when I am the primary user and there is no option for me to turn it on. I have access to my voicemail and basic call forwarding, but not the advanced. There are posts from 2021 about this, how is it possible that there is still no solution and if there is, how does customer service now know about it.

1

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XfinityMartyR

Official Employee

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2K Messages

@user_b2d753 Thanks for reaching out! I'm sorry to hear you have not been able to use the Advanced Call Forwarding feature. We can check your Xfinity Voice settings, and feature settings. Please send us a direct message. 

 

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Message" 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

1 year ago

0

cschuler

1 Message

1 year ago

I was able to get mine fixed!  I had to get to level 2 / advanced repair and have them use their "special tool" to do the "Nomorobo" procedure.  They also called it "adding your number to advanced call forwarding."

When they did flip the magic switch, the advanced call forwarding section showed as expected and already had my Nomorobo forwarding number installed.

I was advised that you should ask for level 2 / advanced repair and have them do the Nomorobo procedure, but in case it helps, here's my case # 123469461.

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