Deltabreeze's profile

Contributor

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29 Messages

Sun, Aug 1, 2021 12:30 PM

Closed

Modem

Hello

I have an odd situation that maybe someone out there can assist me with.  Within the past few weeks I have been having problems with my house phone and incoming calls.  I can see the caller ID on the tv but there is a six second delay when my house phone actually rings.  When I look at my Xfinity app, sometimes it will say modem not connected yet I have still use my house phone and internet.  When I log out of the app and come back into it, it will show connected.  Just don't see how it can be my house phones when they're brand new as of April this year.  Could it still be a bad modem even though I just got it in June?

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Official Employee

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515 Messages

1 y ago

Hi @Deltabreeze, thank you for reaching out to us on Xfinity Forums.  I know how upsetting it can be when things don't work as expected. Have  you tried to troubleshoot  the modem from the app to see if it would  sync better? 

Contributor

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29 Messages

@XfinityAshley Yes, and I have even unplugged the modem I don't know how many times. Truly believe it's a modem issue even though it shows it's working.

Official Employee

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428 Messages

Gotcha! Have you sent a signal to the modem from the Xfinity My Account app by any chance? 

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Contributor

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29 Messages

yes, I have multiple times.  The problem didn't happen until I got the new modem.  I have even tried another phone cord from the modem to my landline phone and there is still a delay from when I see the caller ID on my tv to when the phone actually rings.

XfinityJodie

Official Employee

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662 Messages

@Deltabreeze Understood. Let's take a closer look at the equipment then. Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address.

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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