Mikeprofla1's profile

Contributor

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26 Messages

Sun, Apr 3, 2022 8:30 PM

Vonage Incoming Phone Calls are being treated as if the Caller's Call Block is turned ON

I have a question and regular Comcast Phone Support can't help me.  I use the Vonage Phone Service for my home business line and in the last 10 days when I call Comcast VOIP phone customers all over the country (but primarily in Palm Beach County Florida) from my Vonage # I get a canned message of  “The party you're trying to reach does not accept calls from members when their Caller ID is blocked.  Please dial *82 and then try your call again”.  I ONLY get this message when I call clients who are using Comcast VOIP phones.  I do NOT get the message when I call a client's CELL # or someone with an AT&T landline.  Do anyone have any knowledge of this or can someone point me in the correct direction?  My Caller Block ID feature is turned OFF in my Vonage Dashboard and I've already had Vonage Tech Support look into this and it's not at their end.  Thank you, Michael

Contributor

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26 Messages

6 m ago

Forgot to mention that even when I DO use *82 then the 10-digit # many times the phone call still does not go through and I hear the same recorded announcement.  Palm Beach County FL recently switched to 10-digit dialing throughout the county and it too has caused phone issues.

XfinityBrie

Administrator

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644 Messages

Hey there @Mikeprofla1, thanks for connecting with us here in the forums. =] You've come to the right place for help, the community here is filled with all sort of knowledgeable experts and customers like yourself! This is admittedly a bit of a tough one, seeing as we don't have access to the Vonage phone switch or the ability to check systems. Checking out their star codes website, I did find this, which may be helpful:

 

Block your Caller ID information.

  • Dial *08 to enable.
  • Dial *06 to disable.
  • Dial *67 to enable Caller ID Block for a single call.

Prevent incoming calls from numbers that have their caller ID blocked.

  • Dial *77 to enable.
  • Dial *87 to disable.

We do have some preset incoming call restrictions for certain call types for Xfinity Voice Customers as well: https://comca.st/3Kguw3z

 

I checked our incidents board to see if there were any other customers reporting a similar issue and did not see anything at this time. Let me know if you still need help with this, we'll do what we can to help out!

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Contributor

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26 Messages

Thank you XfinityBrie for the fast and helpful reply...I'll start making some calls with the *06 dialed first to see if that helps me and will report back...the weird thing is that just in the last 24 hours I've been able to reach some of my clients by just dialing their local 7-digit #, even though I shouldn't be able do that since the required 10-digit dialing process has been in place in Palm Beach County since November 2021...weird...thanks again for the fast reply!

XfinityMikeB

Official Employee

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757 Messages

Thanks for the feedback, please keep us posted on the outcome! 

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

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2 Messages

6 m ago

I'm currently experiencing the exact same issue. It started a few days ago.

Contributor

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26 Messages

@Jaypotts​ Is it only happening to you in S. Florida / Palm Beach County or are you in another area of the country?  Miraculously today I could reach clients by dialing just their 7-digit # (since my # is in the same 561 area code). Have you tried that yet?  If I get the same problem over the next few days I'm going to use XfinityBrie's tip above and I'll put *06 in front of the client's 10-digit phone number to disable whatever Call Block feature Xfinity thinks is on my Vonage line.  I'll post my results here.

Contributor

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26 Messages

Today it's even WORSE for me!  I can't reach any clients at all in the 561 area code regardless of whether I dial the 10-digit #, the 7-digit # or use *82 or *06 in front of the #...getting very frustrated...can't tell if this is a Comcast or Vonage issue.

Official Employee

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266 Messages

Yikes! I'm sorry that's happening, @Mikeprofla1 ! I'd be frustrated at well, so I'm happy to help in any way I can here. I did check our incident reports again to see if we had any notations about this issue, but it doesn't show anything listed. Did you check with Vonage again to see if there was anything new on their end that would be causing this? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Contributor

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26 Messages

Quick update - I rebooted my Vonage phone box for the 4th time recently, along with my home modem / router, and now I can make calls again.  I did this the other day also and it only lasted for 1 day or so. 

Contributor

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26 Messages

CORRECTION - I just found out that the 2 people I was able to call today do NOT have Comcast VOIP phones...still having problems calling Comcast customers but not AT&T, Bluestream, Atlantic Broadband, Breezeline or ANY other VOIP phone, just Comcast VOIP lines.

Visitor

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4 Messages

6 m ago

I started having the exact same issue when using vonage to call a Comcast voip phone.  Started 2 days ago.

Visitor

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4 Messages

6 m ago

To add to my post, contacted Vonage they say it is a known issue with Comcast VOIP.  I live in Delaware and also have a Comcast VOIP number I never use.  Called it from my Vonage phone, got same message.  Called Comcast customer in Massachusetts and same.  It appears to be all over.  

Visitor

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1 Message

6 m ago

My brother uses Vonage in his home and calls my house regularly where I have Xfinity phone service. We both live in the suburbs of Minneapolis. In the last few days he's been unable to get through to me because he receives the same message that my phone won't accept calls with caller ID blocked. I've always been able to receive his calls, with his name displayed on my caller ID, until now.

XfinityChe

Official Employee

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6.5K Messages

Thank you for letting us know that you are also affected by this issues with Vonage calls, @user_9e4d4b. I can definitely understand how frustrating this may be. This isn't the experience we want for you and hope that we can find a resolution to this as soon as possible. I wanted to first ask if you had the chance to walk through the steps provided by @XfinityDannyB to see if that helped? If you have already checked, please send us a direct message with your first and last name and service address and we'll be happy to look into this for you. To send a direct message click the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.

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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Contributor

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26 Messages

6 m ago

Thank you both user_c30f56 and user_9e4d4b for speaking up...Comcast Techs - can someone PLEASE escalate this issue for us?  It's obvious that the problem is on the Comcast end and NOT with Vonage...I can not contact any of my clients since this problem started!  Thank you...

Official Employee

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132 Messages

@Mikeprofla1 This issue sounds like it may be due to Xfinity Voice Spam Blocking. I love this number since it has been introduced and I have it on the highest settings. I work overnights and it has cut down on a huge amount of my unwanted calls. Please read below to see if this sounds like what is happening to your calls.

The Xfinity Voice Spam Blocker labels calls as low, medium or high spam risk and calls are dispositioned based on default settings. Labels and dispositions will be displayed via Caller ID on customer equipment, Caller ID on TV, Xfinity Connect web portal and call and voicemail logs.

Stop unwanted nuisance calls
Spam Blocker utilizes third party analytics to apply a spam risk level to all calls you receive. The risk ranking is determined from the call activity of the originating telephone number and is not controlled by Xfinity. See below for details on how to submit feedback regarding the risk ranking of a telephone number.

  • High Spam Risk calls will be blocked
    • Blocked calls will not have the ability to leave a voicemail
  • Medium Spam Risk calls will be sent to voicemail
    • Calls sent to voicemail will not ring
  • Low Spam Risk calls will be allowed
    • Risk label will be displayed with incoming notification

If you believe a phone number has been mislabeled as spam or want to report a number that appears to be nuisance/spam or fraudulent, see How to Report Potential Call Blocking Errors.  Feedback submissions will result in an evaluation, which may result in a change in how future calls are categorized or labeled. Any information you submit is subject to our privacy policy

The fastest way for customers to update Spam Blocker settings is to do so in Xfinity Connect settings: https://comca.st/3jkcFNb

You can also check out the Xfinity Voice Spam Blocker Controls and Settings article. 

This reply has been converted into a comment
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

Contributor

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26 Messages

With all due respect DannyB, that is NOT the case...if you read my very first post above, you can see that all of us Vonage users are getting a message that has nothing to do with Spam Blocking...we are getting blocked from making phone calls to our Comcast customers and friends because Comcast VOIP thinks that our Vonage CALLER ID is BLOCKED.  PLEASE escalate this serious problem to Level 2 or 3 so we can get a resolution to this Comcast problem.  I've already worked with Comcast Support in a Chat Room and they verified that my phone number is not being blocked by anyone.  Thank you.

Official Employee

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472 Messages

If you’re unable to submit feedback online athttps://xfinityspamfeedback.com/xfinity/, contact us at 844-963-0215. You’ll be asked to leave a voice message with your name, preferred contact telephone number where we have authorization to return your call and details regarding the blocked call. We’ll return your call within three business days.

  • If you're a caller that tried to reach an Xfinity Voice customer, you must provide on the voicemail:
    • The telephone number from which you attempted the blocked call.
    • The number you were trying to reach.
    • The date and time of the blocked call.
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

Visitor

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4 Messages

It is a problem with Comcast, not individual Comcast accounts.  All of a sudden Comcast has marked any incoming Vonage calls as blocked for all Comcast accounts.  Please fix this.  Unable to call family members that subscribe to Comcast's phone service.

Official Employee

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132 Messages

6 m ago

@Mikeprofla1 This issue sounds like it may be due to Xfinity Voice Spam Blocking. I love this number since it has been introduced and I have it on the highest settings. I work overnights and it has cut down on a huge amount of my unwanted calls. Please read below to see if this sounds like what is happening to your calls.

The Xfinity Voice Spam Blocker labels calls as low, medium or high spam risk and calls are dispositioned based on default settings. Labels and dispositions will be displayed via Caller ID on customer equipment, Caller ID on TV, Xfinity Connect web portal and call and voicemail logs.

Stop unwanted nuisance calls
Spam Blocker utilizes third party analytics to apply a spam risk level to all calls you receive. The risk ranking is determined from the call activity of the originating telephone number and is not controlled by Xfinity. See below for details on how to submit feedback regarding the risk ranking of a telephone number.

  • High Spam Risk calls will be blocked
    • Blocked calls will not have the ability to leave a voicemail
  • Medium Spam Risk calls will be sent to voicemail
    • Calls sent to voicemail will not ring
  • Low Spam Risk calls will be allowed
    • Risk label will be displayed with incoming notification

If you believe a phone number has been mislabeled as spam or want to report a number that appears to be nuisance/spam or fraudulent, see How to Report Potential Call Blocking Errors.  Feedback submissions will result in an evaluation, which may result in a change in how future calls are categorized or labeled. Any information you submit is subject to our privacy policy

The fastest way for customers to update Spam Blocker settings is to do so in Xfinity Connect settings: https://comca.st/3jkcFNb

You can also check out the Xfinity Voice Spam Blocker Controls and Settings article. 

This comment was created from this reply

Visitor

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4 Messages

@XfinityDannyB​ you are not understanding the problem. I suspect this is just a bot responding. Comcast is blocking all Vonage calls.  It may be a defect in your spam blocker but it is something wrong with your system.  All Comcast customers would have to change their settings to receive calls from a Vonage number.  The fix is up to Comcast not individual customers.  Vonage said that they have notified Comcast of the issue.  

Official Employee

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279 Messages

@user_c30f56 we definitely want to make sure we figure out what's going on. Did you check out the information that was provided to see if it helps with your phone issue? 

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

Contributor

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26 Messages

6 m ago

I can now make some calls to my Comcast customers again.  Have any of the other people above been able to make some calls now?  I'm hoping that Comcast has made some changes to their system / settings. 

(edited)

Visitor

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1 Message

5 m ago

We are experiencing this same issue.  Calling from Vonage and getting the 'blocked CallerID' message even though we are not blocking the CallerID.  I submitted a ticket with Comcast Spam Blocking and they told me none of our calls were blocked.  I then sent them recordings and specific calls/times.  I have not heard a response yet.

This is very frustrating.

Contributor

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26 Messages

@JW3845666​ that is unusual...as you can see, after 7 days of NOT being able to make Vonage calls, on April 10th I posted that I could make calls again using my Vonage phone to Comcast VOIP clients...I haven't had any issues since then (knock on wood)...I presume that the 3-4 other people above also are no longer having any issues since they haven't posted anything else.  Keep contacting Comcast Support and hopefully a Second Level tech either on the phone or in this post can help you.  Vonage Tech Support is well aware of the issue and has already contacted Comcast Tech Support to inform them that the problem is at THEIR end and not with Vonage.  Hope your problem gets fixed soon, Michael

Official Employee

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674 Messages

Hi there @JW3845666! Thank you so much for reaching out to us here via our Forums page. I am sorry to hear that you are experiencing issues when trying to call Comcast phone numbers.

 

I see some users with the same issues were able to resolve this on their own by rebooting their modems. Can you please try this to see if it works? If you need further assistance please let us know. 

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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