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dma723
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Saturday, May 25th, 2024 11:06 PM

Unable to receive incoming voice calls on my landline

Whenever we receive incoming calls, the phone rings but when we answer, the calling party cannot hear us.  They say they cab only hear our phone ringing but no pickup.

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9 days ago

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MikeB39A

Problem Solver

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594 Messages

6 months ago

Hope this helps:

https://www.xfinity.com/support/articles/trouble-receiving-calls

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XfinityDemitrius

Official Employee

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1.3K Messages

6 months ago

Hey @dma723,

 

Thank you for visiting our official Xfinity Forums Community support page. I would be more than happy to assist with any issues you may be experiencing with the Xfinity Voice services. 

 

Would you be able to let me know if you are able to let me know if you are able to make successful outbound calls without issue? 

 

When someone calls you, are they able to successfully leave a voicemail without issue or are they unable to reach the voicemail mailbox?

This information will be tremendously helpful in helping diagnose and troubleshooting the issues with the Xfinity Voice service. 

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dma723

Visitor

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2 Messages

WE are able to successfully make outbound calls.

When someone calls, they hear the landline phone ringing but is not picking up or going to voicemail. .  Message would say “ The wireless caller you are trying top reach is not available at this time."

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6 months ago

XfinityMarcus

Official Employee

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996 Messages

dma723 thank for you that additional information detailing your current landline experience. I would like to look into a bit more troubleshooting on this matter together, but first have you already had a chance to review the Xfinity Support page? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 months ago

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user_mozqy1

4 Messages

@dma723​ We are having the exact same problem. It started after we upgraded our router. Did you find a fix for it?

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5 months ago

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user_mozqy1

4 Messages

@XfinityMarcus​We are having the exact same problem. It started after we upgraded our router. Did you find a fix for it? 

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5 months ago

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XfinityWilliam

Official Employee

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1K Messages

Hello user_mozqy1. Please make sure the telephone line is plugged into the back of the modem where it says "tel1". This is the phone port and must be fully pushed in.

 

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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5 months ago

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user_3ab9d2

1 Message

12 days ago

Was this issue resolved? My mother’s phone does the same thing. She can’t answer incoming calls but can call out and anyone that calls her gets the “This person is not available” message.

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user_st3w6o

2 Messages

@user_3ab9d2​

Move the phone cable to the jack on the gateway labeled 1 and the problem should resolve. Moved it back to the jack labeled 2 and problem returned.  So, need to use jack 1.  Very hard to see the labels - so have to angle it to get the light to reflect off the back of the gateway just right to see the 1 and 2 labels. 

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11 days ago

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XfinityChristy

Official Employee

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1.6K Messages

 

user_3ab9d2 Hello and thank you for reaching out via our Xfinity Community Forums. I’m so sorry to hear about the trouble with incoming calls—issues like this can be incredibly frustrating, especially when it’s affecting something as important as staying connected with loved ones. Thank you for bringing this to our attention and for your patience. We’d love to help get this resolved so that incoming calls work properly. If the issue is still happening, we can look into it and troubleshoot together.

 

To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

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10 days ago

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XfinityVictor

Official Employee

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885 Messages

 

user_st3w6o Hello, are you having issues with your ethernet ports?

 

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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9 days ago

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