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user_cy09jv
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Saturday, January 31st, 2026 1:46 PM

no phone service with new modem

I have no dial tone after installing new modem. 

I have tried all the fixes that the Chat bot suggests multiple times and tried installing a new cord to no avail. 

Both myself and my wife are elderly and need a phone line for safety. Our cell signal is very weak.  Please help! 

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12 days ago

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XfinityChristy

Official Employee

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2.7K Messages

20 days ago

Hello and thank you for reaching out via our Xfinity Community Forums user_cy09jv. I’m so sorry to hear you’re still without a dial tone; I know how important that connection is for your peace of mind. To help me narrow this down, could you tell me if your phone is currently plugged directly into the back of the new modem (gateway), or into a wall jack? Sometimes the new equipment requires a direct connection to 'see' the signal for the first time.

 

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user_cy09jv

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Replying 8 days later is not very useful. 

I spent an inordinate amount of time trying everything that I could think of including a phone directly to the modem. After nothing worked I returned the "new" modem to the store and got another new modem. This modem immediately connected my phones and then proceeded to find all my other devices. After a few days use I have found that some devices still will connect intermittently. I actually have worse connections than I had with the modem that I have had for several years. 

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12 days ago

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XfinityRichard

Official Employee

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2.9K Messages

Hi there, @user_cy09jv ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are having with your service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. 

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12 days ago

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