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user_c564t3
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Thursday, August 27th, 2026 2:42 AM

Phone service activation

I need to have my new xb8 modem's TEL1 port activated so that I can get voice service.  No light on this port right now.  Tried rebooting modem.  No luck.

I need contact info for an Xfinity tech to get this resolved.

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5 hours ago

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XfinityChristy

Official Employee

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5 days ago

 

user_c564t3 Hello and thank you for reaching out via our Xfinity Community Forums. I can help with this TEL1 port. If the TEL1 light is off on your new XB8, it may mean the voice service hasn't finished provisioning to the new modem yet.

First, please make sure your phone is connected directly to the TEL1 port on the back of the gateway. If it is, let me know:

  • Did you recently replace a previous modem with this XB8?
  • Is your internet service working normally?
  • Do you have Xfinity Voice service on the account?

Once I have that information, I can take a closer look and help determine whether the voice line needs to be activated on the account or if there's another issue causing the TEL1 light to remain off.

 

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user_qpfjx3

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I had an older Voice Modem which Xfinity hooked up in the basement and was specifically to use for a fax machine. They messed up my connection when I changed my older Internet Modem to the XB8 which is located on the first floor in my office. My internet is up and running fine after two hours on the phone with a support person. Was told to bring my older Voice modem to a store and pick up a new modem. They gave me the XB8 modem. How do I hook this one up in the basement for Voice so my fax machine is wroking?

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2 days ago

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XfinityTommy

Official Employee

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3.1K Messages

user_qpfjx3 Just to make sure that we are on the same page, the original modem was in the basement, and when you got the XB8, that then was set up on the first floor? 

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.
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5 hours ago

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user_z01mh1

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3 days ago

I need to have my new xb8 modem's TEL1 port activated so that I can get voice service.  No light on this port right now.  Tried rebooting modem.  No luck.

I need contact info for an Xfinity tech to get this resolved. My internet is working and I have voice service on my acct.

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