2 Messages
Voice service not working on new gateway
Hi there. I recently installed a new Xfinity gateway modem however my voice service is no longer working. I have followed all the trouble shooting instructions to no avail. I see many others are having this same issue. Please help. Russ
RBN003
Contributor
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40 Messages
6 months ago
I have the same problem. I just installed the new gateway and now there is no dial tone on landline. All incoming calls go directly to voicemail. I've reset the gateway. The phone is connected directly to the gateway, so it is not house wiring. I have confirmed phone connections on the gateway are applied correctly to the telephone port, applying them exactly the way they were in the old gateway and as per new instructions. Television and Internet are working. I have rebooted the gateway, and it did not solve any problems. I cannot be down for days like so many of your other customers are experiencing. I hope you can see how concerning this is. The remote technician rebooted the gateway and said the television and internet services are working. I told him a third time it is the voice (telephone service). This is a KNOWN ongoing problem. Why did they send out broken gateways? Does anyone know if there is a class-action law suit over this?
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XfinityJorge
Official Employee
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2.4K Messages
6 months ago
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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HR_rvd
1 Message
6 months ago
Unfortunately I am having the same exact issue as user_5hbek9 and RBN003 with my new gateway modem. I've followed all the recommended troubleshooting suggestions but still no dial tone. TV and internet seems fine. The most frustrating part is the infinite loops I was caught in trying to use the Xfinity AI assistant, especially when it says "Please contact us if none of the above actions restore your dial tone." and it brings me back to the AI assistant. Not helpful at all! Is the only solution to go to a retail location to have someone fix this?
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Dimi
Frequent Visitor
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18 Messages
6 months ago
I am also having the same issue. Install a new XB8 to replace another one that was having issues (done on 3/7/24). Now the home phone calls go directly to voice mail. It was mentioned that you need to go to a retail store to have this fixed. Sound like defective XB8s are being handed out. Maybe a trip to a retail outlet to see if it can be fixed. From what I found on another thread "A Xfinity Technician came out and had the Xfinity reprovision my phone lines. Now it works. This is a task that cannot be done over the phone or by the customer. My local Xfinity outlet called it in."
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user_5erfik
Visitor
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1 Message
16 days ago
I am having the same issue and have spent hours trying to fix it to no avail. This is so frustrating.
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user_c8krsr
Visitor
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2 Messages
11 days ago
I m having the same problem. The land lines were transferred to Xfinity. I have called the 'porting team' several times, rebooted the modem (it is an Arris modem that Xfinity says is fully compatible with the service and no one has said otherwise) several times and still no dial tone (the lights for the phone lines on the modem do not light up). Internet works just fine so it is not the modem (it worked before I transferred the phone numbers). Calls go to voice mail but I cannot set up the voice mail because do so requires calling in from the line which I cannot do. It has been days and no one can tell me what the problem is or when the lines will be active.
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