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user_8z9ubm
1st Topic

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1 Message

Tuesday, July 29th, 2025

no dial tone

new gateway modem installed. No dial tone.  called customer service: it prompted a restart.  Restart has been in progress for 24+ hours. each call to customer service has been "restart in progress" follewed by "good by, we will contact you in about 10 minutes."  Still no dial tone.

have not figured out how to bypass the automated system. the website chat only responds to the selected options, which don't fit the circumstances.

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Updated 

6 days ago

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maureen_c

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1 Message

8 days ago

I just had same issue. I got help by doing a “direct message.” Go to top right where your “head is, and hit there. you will see a “ pen and pencil” In the To: line type Xfinity Support “ it should pop up. I was very happy, you will need to wait a few minutes but someone answered and fixed my problem.  It did take awhile but it did get fixed and it was something you couldn’t fix. Hope that helps. 

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XfinitySara

Official Employee

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1.9K Messages

Thank you for supporting the community, @maureen_c! Please just note, as a reminder, that sending unsolicited private messages is a direct violation of our Forums guidelines. You must first create your own public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads up for future reference! Thanks again for providing advice and suggestions to the Xfinity community :)

(edited)

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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6 days ago

XfinityKassie

Official Employee

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1.9K Messages

7 days ago

 

user_8z9ubm Good morning! Thank you for reaching out to our Xfinity Forums Team regarding your landline and services. It can be frustrating when your services aren't working properly. I'd be happy to take a look, and see what's going on with you landline. To get started, can you please send a Direct Message with your name, and service address? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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

 

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