U

Visitor

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1 Message

Fri, Aug 5, 2022 1:46 PM

Cannot Hear The Party That Calls

In January, my parents signed up for phone/internet/cable service with Xfinity.  For four months the system worked great.

Over the past two  months there is an INTERMITTENT problem where they cannot hear the person on  the other end of the call.   This happens if they initiate the call OR if the other person initiates the call.

This is a HUGE problem, as my parents live in an assisted living environment and are not in the best of health (dementia).

It is VERY important that we have functional telephones in their apartment.

I have observed their use of the phones, and there is no obvious error in phone use.  I have restarted the X1 Gateway many times and ensured that the plugs are correctly installed.   Again, this setup, AS IS, worked fine for several months before this problem started.

I have seen other user posts with a similar problem, but I  have yet to see any solution posted.

Please Help.

Visitor

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1 Message

9 d ago

I am having the exact same problem.  They changed the wiring and the modem.  But the problem still remains. 

XfinityAnna

Official Employee

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649 Messages

Hi @user_d7a2b1, I am sorry to hear you have been experiencing this problem as well. I can't imagine the headache this has caused you. It sounds like you have tried some troubleshooting and had a technician out. Our team would be happy to help further. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

 

Please also keep in mind moving forward we ask that you make an individual post with complete details, so that the community can provide you the best support possible. The best communities have most conversations happening in the public boards. To look at the Xfinity Forum guidelines please follow this link https://comca.st/3Qu3vfP

 

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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136 Messages

9 d ago

Hey @user_4babc2 this is not the type of experience we want for any of our customers. I know it is important to have working services at all times. I will make sure we get your services working properly, so you can reach out to your parents. Thanks for troubleshooting and resetting the modem on your end. Do you have some time to troubleshoot together? 

Regular Visitor

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2 Messages

5 d ago

I am having the EXACT same problem.  All Xfinity keeps saying in Reset, Reset, Reset.  I have a disabled spouse and need functioning telephones.  I even purchased a new set of phones and the problem continues.  Spoke with an agent last night who tried to sell me a new promotion, and I informed her they need to fix what I already have.  So very frustrating.

XfinityGabby

Official Employee

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539 Messages

Hello @cash413, we appreciate you taking the time to reach out to our Digital Care Team. We certainly can understand the importance of having services working as they should. Can you please confirm if the issue you are experiencing is with your landline or cell phone?

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
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