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user_ebblnx
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2 Messages

Tuesday, July 22nd, 2025

No dial tone after installing new gateway

Wifi and TV work fine.  No dial tone on phone.  Phone was working fine before installing the new gateway.  Rebooted gateway numerous times.  Called "Customer Service".  System said a reboot was in progress, and I should call back after 10 minutes.  Reboot happened six hours ago!!  I can't get through the automated "Customer Service" firewall to get help.  Need a live person to talk with me to get this resolved.

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22 days ago

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user_4ll65y

Visitor

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3 Messages

25 days ago

Solved! Go to xfinity online and start a chat with xfinity assistant. Enter " want to talk with a human agent about xfinity voice" into the chat.  You may need to ask a couple of times before getting an agent.  Enter this into the chat with the human agent "I plugged in the new router that was sent to me and now my phone won't get a dial tone. I've been told I need my router REPROVISIONED so the phone number would be programmed into the router"

They should be able to help you.  Phone support is useless.  They will just tell you that you need a technician to come out and fix it.

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user_ebblnx

Visitor

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2 Messages

Thank you.  I FINALLY got through to chat with a live agent. He was most helpful, asked for the router CM MAC address, then reprovisioned my router.  Once I got through it only took a few minutes to fix the problem.

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24 days ago

user_4ll65y

Visitor

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3 Messages

@user_ebblnx​ I'm glad it worked for you, too!

(edited)

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24 days ago

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XfinityDilary

Official Employee

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2.5K Messages

user_ebblnx I'm glad to hear the issue has been resolved. If you need anything else, don't hesitate to create a new public submission. Have a great rest of your day. 

 

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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23 days ago

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user_q9ji8y

Visitor

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2 Messages

@user_4ll65y​ This just saved me. Thanks so much!

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23 days ago

user_j36d89

Visitor

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4 Messages

@user_4ll65y​ OMG thank  you so flipping much for this. I just did it. (It's midnight lol) It worked! I had an excellent Live Agent, and I cut and pasted your prompts. They were like, 'Yeah, I can help. Please give me your CM MAC ...' The dial tone was music to my ears. Best to you! 

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22 days ago

user_4ll65y

Visitor

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3 Messages

25 days ago

Same thing just happened to me.  They said I need a technician to come out.

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user_9ez45w

Visitor

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1 Message

24 days ago

Same issue.  I've been through the troubleshooting loop at least half a dozen times..I even got a replacment modem at the local xfinty store..same resulkt.  No dial tone at the modem after numerous restarts.

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XfinityMatthew

Official Employee

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657 Messages

Hello user_9ez45w,  if you are still receiving no dial tone on the phone please send us a direct message with your full name and the service address and we can help troubleshoot for you. 

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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22 days ago

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