Visitor
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1 Message
no dial tone on home phone
I recently added a land line to my service account and connected the phone but there is no dial tone. the phone is brand new straight out of an unopened box and connected directly to the gateway in the correct port (and yes I double checked which port) with a brand new cord and yes it is a phone cord not network cable with no adaptors. I have tried both phone ports on the gateway and i have tried resetting the gateway multiple times including remotely through the website and physcally unplugging the power at both ends and waiting 30 and 60 seconds before reconnecting it all my other services work fine. The chat assistant AI is ABSOLUTELY [Edited: "Profanity"] USELESS!!! I would state the problem it would give some troubleshotting options, all of which I tried and when I click the link for more troubleshooting options or ask to speak to a live person I get sent back to the first step and restate the problem only to be given the exact same options. Also there is a message on my account home page stating "We're getting your order ready." I am out of options/ideas at this point and It has been at least a month if not two that I have been paying for a service I cannot even [Edited: "Profanity"] use! Please help!!!
Accepted Solution
XfinityAirelle
Official Employee
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3K Messages
4 days ago
Hey there. We can absolutely understand why you’re frustrated. Paying for a service for over a month and not being able to use it would push anyone to the edge, especially after running through all the right steps on your end. You did a solid job troubleshooting already, so let’s reset the approach and focus on what’s most likely happening.
The big clue here is the message on your account that says “We’re getting your order ready.” When that message is still present, it usually means the landline order has not fully completed on the backend. Even if the phone is plugged in correctly and the gateway is working for internet and TV, the voice service itself may not be activated yet. When that happens, there will be no dial tone no matter how many resets you do, because the gateway is essentially waiting for the signal to be provisioned.
Since you’ve already confirmed the correct phone port, used a proper phone cord, tried both ports, and restarted the gateway multiple times, the next step is for us to check the order status and provisioning on the account.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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