Arris T25 Voice Service - No Dial Tone

Replaced Xfinity modem with Arris T25 for Internet and Voice service. Provisioning at the Xfinity store appeared successful but when I got home neither was working. I was able to get the Internet to work using the Xfinity App to self install, but it required “swapping” the MAC ID. I believe the problem is the MTA and HFC IDs were entered incorrectly (reversed) at the store, and the wrong MTA MAC ID for the Voice service is “stuck” in the Xfinity system. The self install Xfinity App does not give me the option to change that. How should I proceed?

Responses

Accepted Solution

XfinityEricB

Official Employee

•

1.7K Messages

9 months ago

Thanks for reaching out for help with the new device @7time. I would be happy to assist with getting the issue fixed for you, and get the home phone service working.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

0

replyguy

New Poster

•

4 Messages

9 months ago

7Time, did you ever get a resolution to this problem?

1

0

XfinityAldrik

Official Employee

•

1.7K Messages

Thank you for reaching out to us @replyguy! Upon taking a look, I noticed we needed to send signals to @7time's modem to assist with this issue.

Could you please send our team a direct message with your full name and full address @replyguy? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.

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9 months ago

0

Home Phone Service & Equipment

7time

Arris T25 Voice Service - No Dial Tone

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XfinityEricB

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