Hey there! Thanks for reaching out—getting a new modem should feel like a fresh start, not a headache, so let’s get you back up and running.
If you’ve got no dial tone after setting up your new modem, it usually means the voice portion hasn’t fully activated yet or the phone might not be plugged into the correct port. I’ve been there before myself, thinking everything’s good to go and then—silence.
Here are a couple quick things to check:
First, make sure your phone is plugged directly into the TEL 1 or Voice 1 port on the back of the modem (not the Ethernet port—easy mix-up, no judgment!).
Next, if you haven’t already, try rebooting the modem one more time—just unplug it for about 30 seconds and plug it back in. Sometimes that last little reset finishes the activation on the voice side.
If you’ve already done that and still don’t have a dial tone, let us know and we will be happy to assist further!
I have tried all the options listed in the troubleshooting guide, including hooking my phone directly up to the modem. This direct hookup still failed to obtain a dial tone, which makes me think the problem is in the Comcast modem. I also do NOT recall receiving any calls since I connected this new modem about a week ago.
Hello @user_9c2sei, Thanks so much for taking a moment out of your day to leave a comment on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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.
@XfinityChelseaB I was eventually able to contact a human at Xfinity and the problem was, as I suspected, that they had not replaced the modem MAC number at their facility, so they were still looking for the old modem that I had already turned in. Once they updated their database with the proper MAC number, my phone worked properly.
user_9c2sei, Thank you for the update. Let us know if you need anything.
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.
To any xfinity human: Please fix my VoIP phone. I've rebooted my modem 3 times and still no dial tone. It accepts voicemails and my internet is fine, but there is NO dial tone. Modem tel light is flashing. The virtual assistant is useless. I need some one to check the provisioning at the office and get me back and running.
MikeB39A
Problem Solver
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674 Messages
19 days ago
This article might help you troubleshoot the problem.
https://www.xfinity.com/support/articles/troubleshooting-no-dial-tone
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XfinityAirelle
Official Employee
•
2.5K Messages
19 days ago
Hey there! Thanks for reaching out—getting a new modem should feel like a fresh start, not a headache, so let’s get you back up and running.
If you’ve got no dial tone after setting up your new modem, it usually means the voice portion hasn’t fully activated yet or the phone might not be plugged into the correct port. I’ve been there before myself, thinking everything’s good to go and then—silence.
Here are a couple quick things to check:
First, make sure your phone is plugged directly into the TEL 1 or Voice 1 port on the back of the modem (not the Ethernet port—easy mix-up, no judgment!).
Next, if you haven’t already, try rebooting the modem one more time—just unplug it for about 30 seconds and plug it back in. Sometimes that last little reset finishes the activation on the voice side.
If you’ve already done that and still don’t have a dial tone, let us know and we will be happy to assist further!
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user_9c2sei
2 Messages
18 days ago
I have tried all the options listed in the troubleshooting guide, including hooking my phone directly up to the modem. This direct hookup still failed to obtain a dial tone, which makes me think the problem is in the Comcast modem. I also do NOT recall receiving any calls since I connected this new modem about a week ago.
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kghirst
Visitor
•
1 Message
8 days ago
To any xfinity human: Please fix my VoIP phone. I've rebooted my modem 3 times and still no dial tone. It accepts voicemails and my internet is fine, but there is NO dial tone. Modem tel light is flashing. The virtual assistant is useless. I need some one to check the provisioning at the office and get me back and running.
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