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carboni220
1st Topic

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7 Messages

Tuesday, September 16th, 2025

Phone Over Internet Not Working

I have a new WiFi modem from the Xfinity store.  Getting no dial tone.

Tried the simple troubleshooting steps recommended.   No success. 

Internet works fine and I see I should request TN Provisioning

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2 months ago

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XfinityVictor

Official Employee

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1.8K Messages

2 months ago

 

carboni220 Hello, I am sorry you are having voice service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service.  To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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carboni220

New Poster

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7 Messages

Restarted the modem by unplugging, waiting, then reconnecting power.  Three times.  Nothing.

Tried different phone cords.  Both of these cords were used with the old modem, and the cords were known to be fine.

Removed battery from phone, let sit, batteries back in, nothing.

Checked this forum & kept seeing references to TN Provisioning which is why I posted.

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2 months ago

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XfinityJeniece

Official Employee

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3.6K Messages

@carboni220 Thanks for trying those troubleshooting steps. We would be happy to take a look on our end to help with troubleshooting. If you can please send us a Direct Message with your full name and your full address. 

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil 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

- An "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.

(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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2 months ago

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carboni220

New Poster

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7 Messages

Info sent by direct message. 

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2 months ago

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carboni220

New Poster

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7 Messages

Still no resolution.

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2 months ago

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