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Visitor

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2 Messages

Tuesday, October 4th, 2022 6:03 PM

Closed

Can not dial out - haave dial tone and can receive calls

When I try to dial out, the phone sends the DTMF tones and then goes to a (fast?) busy signal.  This only happens after a valid format for a phone number (*nn, nnnnnnnnnn or 1nnnnnnnnnn) other wise it eventually goes to an off hook signal.  Prior to 2/3 weeks ago service was good.  We have a dial tone and can receive telephone calls.  Internet service and cable both seem to be normal.

I have had 4 - agent chats - each of which lasted about an hour and two "tech" visits that each lasted about two hours (The "techs" were more interested in swapping cable than trying to understand the phone problem. The "techs" response was that the problem was in my equipment, even though everything has been swapped out.

I have requested several times that the issue be escalated, but no one has been able or willing to escalate the issue to someone who could resolve the problem.

I have had two different modems (Motorola MT8733) and 4 or 5 different user phone devices in place, all with the same issue.

I have a friend that works on phone and network systems who agrees with me that the "central system" is recognizing the DTMF tones and then going off into never-never land.  This would appear to be a  provisioning/configuration problem.  Where can I get some one who understands this problem to look at it?

Problem Solver

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770 Messages

2 years ago

Hello @user_744e35, I can run some test here, and work on a resolution. We may need another tech visit so we can escalate this properly, but either way we will be here with you along the way. Send me a Private Message to get started. 

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

Visitor

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2 Messages

@XfinityBrandon​  How do we submit support request to check my service.  I am having the same issue where I hear a dial tone and can receive incoming calls, but when dialing out, I get a busy signal.

Official Employee

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330 Messages

Thanks for checking in with us and I'm sorry to hear you are experiencing problems with the voice services. We'd be happy to troubleshoot to get this fixed. Please send me a DM with your name and full address by doing the following: 
 
Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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

Visitor

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4 Messages

1 year ago

I have the same problem

Visitor

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2 Messages

1 year ago

The problem is due to a software update that comcast downloaded.  According to Motorola Networks, this is a "known problem" - according to the local service people there are numerous cases around here (the service people say it is a bad download).  I gave up and rented a box, since couldn't get any support from Comcast.

Visitor

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4 Messages

1 year ago

Wow, thanks for the Information. I have gone round and round with Comcast. They say it's my equipment and my problem with Motorola. 

Visitor

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2 Messages

1 year ago

Has there been any resolution to this?  

Would it be better to get another service like ooma and in replacement of utilizing Xfinity voice?

Visitor

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2 Messages

1 year ago

I've encountered the same issue yesterday after installed a new Motorola MT8733.  The Xfinity escalation team tried almost everything but couldn't figuring out the issue.  Their field service team came to my house and couldn't figure out either.  The final thing thing they did was swapping to Xfinity modem and it worked beautifully.  Their conclusion was a bad Motorola equipment.  So I went to Best Buys again and got a new replacement.  After setting it up, it still had the same problem.  I'm just wondering why Xfinity didn't notify their escalation and field service team about this issue.  Lots of their time and efforts (including my time) were totally wasted.  I'm going to give Xfinity one more chance tomorrow.  If they still have no clue about the real issue, I have no choice but to buy different modem model, though I think Motorola MT8733 is a great internet equipment.   

Visitor

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1 Message

1 year ago

Hi, having exactly the same problem with the MT8733. Online support coudn’t fix it, tech came to the house and checked all the wiring, reprovisioned the modem, and concluded the problem was the modem (even though it is a recommended one for Xfinity). Sounds like the problem is with how the modem in communicating with the Xfinity server.

Any ideas what else to try other than get a different modem?

Problem Solver

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571 Messages

Hello, I am sorry to hear you are having the same issues as the OP. I would be happy to troubleshoot with you further on our end. Please send us a DM with your full name and address to get started!

 

To send a Direct Message:

Ensure you are logged in

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

 

I no longer work for Comcast.

Visitor

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4 Messages

1 year ago

It's been for months and I still can't dial out on my home phone. The said thing is the modem is very expensive and I no longer can take it back. Will xfinity and Motorola get their act together, who knows. If I were you I would get a different Modem.. I love the modem, it's very fast and works great minus the phone issue.

Visitor

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2 Messages

1 year ago

In my case, I finally ended up returning two new MT8733 back to store and purchased Netgear w/o wifi.  When contacting with Xfinity, as the other people posted, they claimed it's Motorola issue.  I also contacted with Motorola.  The tech support guy said he had never heard about this issue.  I forwarded him this community forum link and hopefully, he would pass it to someone internally to fix this problem.  I love MT8733 and it also worked great.  Unfortunately, I do need to use my phone to dial out especially when I need to fax documents. 

Visitor

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4 Messages

@user_d04f79​ I returned the first one I bought. I thought the problem was actually the unit itself. I should have returned the second one, but buy the time I figured out that it was a communication issue between Xfinity and Motorola it was to late. I thought for sure one of the 2 would figure out the problem and fix it.  I might just go back to my old equipment. Good luck...

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