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heron506
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Saturday, June 27th, 2026 5:39 PM

Voice Service

After a weeklong vacation I came home to no phone service - no dial tone and cannot make calls, and there is power to the phone.  I tried all the troubleshooting tips, even tried a new phone.  I think that my service was accidentally shut off.  Can this please be checked?

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4 hours ago

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XfinityOrlandoM

Official Employee

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3.4K Messages

1 day ago

@heron506

Thank you for reaching out. We apologize for the inconvenience you’re experiencing with your Xfinity Voice service.

 

Is your phone line connected directly to the Xfinity modem, or does it run from the modem to a phone wall jack?

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heron506

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6 Messages

It is connected to the modem.

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19 hours ago

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XfinityQue

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721 Messages

 

heron506, ok perfect. What is the color of the light on your gateway? 

 

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

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heron506

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It is white (or blue).

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9 hours ago

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XfinityMarshante

Official Employee

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1.2K Messages

Hello @heron506, Thank you for confirming the light color. I really appreciate you taking the time to check. Let’s keep working through this together. When you have a moment, could you please confirm if the phone cord on the back of the modem is plugged into the TEL 1 or TEL 2 port? Also, to help avoid repeating steps, what troubleshooting have you already tried so far?

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 as Best Answer.tick

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9 hours ago

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heron506

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Can't see any numbers, but it is plugged into the port on the left side.  I have tried unplugging the cord, unplugging the whole machine, unplugging the extensions.  There is power to the phone, but no dial tone.

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7 hours ago

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