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GalenM
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9 Messages

Thursday, October 9th, 2025 12:44 AM

I have no phone service

I recently installed a new modem and turned in the old one without checking the phone port.

I have no dial tone and can't make calls. I don't have a smartphone and can't install apps.

Rebooting the modem did nothing. I assume that voice wasn't installed correctly on your end.

Only a service tech could fix this, but I don't have phone service to call one.

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2 months ago

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GalenM

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9 Messages

2 months ago

To be clear, I have tried both phone ports on the back of the modem; no dial tone on either.

Internet and Voice

Voice and Data Modem

Status Unavailable

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GalenM

Visitor

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9 Messages

During setup, the only MAC address requested was the CM MAC;

I never provided the MTA MAC nor was I asked to do so.

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2 months ago

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XfinityVictor

Official Employee

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1.8K Messages

 

GalenM Hello, are you still having ussies with your voice service?

 

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.
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2 months ago

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GalenM

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9 Messages

Yes I am. I still need the MTA modem activated.

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2 months ago

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XfinityJeniece

Official Employee

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3.6K Messages

I would be happy to help you with getting it activated. Can you please send us a Direct Message with your full name and your full address?

 

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.

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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2 months ago

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GalenM

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9 Messages

Is it a problem that separate lines became different messages?

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2 months ago

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GalenM

Visitor

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9 Messages

2 months ago

The time stamps show reply being right after my message, but it didn't appear until many hours later, when the session expired and renewed.

My apologies for not knowing how to refresh the page manually in a way that updates new messages.

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user_3m8ix4

Visitor

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2 Messages

2 months ago

Same issue - new gateway - no phone

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GalenM

Visitor

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9 Messages

I scheduled a tech visit for Wednesday, So I'll tell you what they report, if anything.

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2 months ago

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XfinityJon

Official Employee

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809 Messages

Alright, we can also set a reminder to follow-up with you on Wednesday to ensure things are working properly. 

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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2 months ago

GalenM

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9 Messages

@user_3m8ix4​  BTW, even if the phone doesn't work, you can use the Xfinity Voice tab on the website to access your voicemail, and download the messages as .mp3 for play on the desktop.

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2 months ago

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XfinityJeniece

Official Employee

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3.6K Messages

Hey there, @user_3m8ix4, thanks for reaching out through Xfinity Forums regarding the issues with your new gateway. We would be happy to help you with getting everything up and running. You have reached the right place. I see you sent over a Direct Message and we will continue to assist you there. We look forward to working with 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

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2 months ago

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GalenM

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9 Messages

@XfinityJon​ Tech fixed the issue in 10 minutes by "Rebuilding the Modem" with a call to the tech center.

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2 months ago

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user_3m8ix4

Visitor

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2 Messages

2 months ago

Resolved Monday by agent on phone. Thanks

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XfinityChristy

Official Employee

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2.5K Messages

 

user_3m8ix4 That is great to hear! Thank you for the update! Our team is here 7 days a week if you have any other concers. 

 

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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2 months ago

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