Skip to main content
user_tyxzmt
1st Topic
1st Like

Visitor

 • 

2 Messages

Saturday, July 26th, 2025

No voice service after installing new gateway

I installed a new gateway a few days ago. Setup seemed to go smoothly. The internet and cable work fine, but I no longer have dial tone on my phones. I saw forum messages saying that this has something to do with the configuration of the gateway. I went into a store today. I asked about the configuration and they didn’t know what I was talking about. They made a phone call for additional service support and determined that I just needed a new gateway. I just finished installing it and I am having the same issues. I have tried using Xfinity Assist, but it keeps giving me the same basic installation instructions which are not helpful in this scenario. This is VERY frustrating. Is there a live person who can assist me???

Question

 • 

Updated 

19 days ago

56

2

Oldest First
Selected Oldest First
edaretired

Visitor

 • 

1 Message

21 days ago

Having the exact same issue with a new gateway. No dial tone. Everything else works fine.

1

0

XfinityAdrienne

Official Employee

 • 

1.4K Messages

Hey there, @edaretired! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear that you are having similar concerns as the poster. We would be happy to dive into provisioning the modem with you. Can you please send us a DM to get started? 

 

Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:

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

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

Like

Reply

19 days ago

0

XfinityPeterH

Official Employee

 • 

2.2K Messages

19 days ago

 

user_tyxzmt I would be reaching out if I were in your shoes too. Our team is here to help. What port do you have your phone line connected to on the back of the modem? Tel 1 or tel 2?

 

2

0

user_tyxzmt

Visitor

 • 

2 Messages

Thank you for responding! It’s currently plugged into 1, but I’ve tried both and neither is working.  

Like

Reply

19 days ago

0

XfinityEmilyB

Official Employee

 • 

2.2K Messages

 

user_tyxzmt I appreciate you giving that a try :). It sounds like your modem needs to be provisioned for your voice service, which I can help with from here! 
Please send a direct message by clicking the 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. Include your name and address so I can find the account and get started on a resolution. 

 

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

Like

Reply

19 days ago

0

forum icon

New to the Community?

Start Here