New Poster
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3 Messages
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?
Accepted Solution
XfinityEricB
Official Employee
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1.6K 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
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replyguy
New Poster
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4 Messages
9 months ago
7Time, did you ever get a resolution to this problem?
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