cagayan365's profile

Regular Visitor

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8 Messages

Tue, Dec 15, 2020 10:00 PM

Incoming calls going straight to Voice Mail

We have determined that incoming calls to our home phone are going straight to Xfinity Voice Mail.  We can make outgoing calls and our internet is fine. But phone calls are getting forwarded to voice mail without ringing even once at home.

 

We checked the call logs and see we have had many incoming calls, yet while a call shows up on the TV via X1, the phone does not ring. When we tried calling the home phone ourselves using our cell phones, we found it goes directly to voice mail.

 

Chatting with an Xfinity agent and seeing some solutions online to people who had similar problems, it is suggested that you go to the Call Forwarding section in Voice settings. But when I do go there, it shows "Sorry! Unable to process your request. Please try again." So I cannot access that section.

 

 

Responses

Regular Visitor

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8 Messages

6 m ago

An update. I have no idea how, but I can access the Advanced Call Forwarding  section now. And it shows our home phone number. I play around with the number of rings and toggle the ON and OFF for the Status, but calls still go straight to voice mail no matter what.

CCAndrew

Diamond Problem Solver

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25.9K Messages

6 m ago

Your modem’s voice service just needs reprovisioned

Regular Visitor

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8 Messages

6 m ago

Can that be done remotely? I was chatting with an agent (one of five) earlier who initiated provisioning, but we then got disconnected. All the other agents I spoke with did not attempt any troubleshooting measures and just immediately suggested a technician come over to see what was wrong. (earliest was Dec 27th!)

I've managed to finally get into Call Forwarding and when I add a cell phone as another number, the call goes through. The cell phone rings, the home phone does not (yet still pops up in the X1 caller ID on TV)

Visitor

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1 Message

did you ever get this solved?

Visitor

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2 Messages

1 m ago

I am having exactly the same problem. And I have never heard of modem provisioning ...

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