Meech's profile

Regular Visitor

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6 Messages

Fri, Apr 22, 2022 11:48 PM

Xfinity home phone voice mailbox full

when someone call me and the call goes to voicemail they get a message that my voice mailbox is full.  In reviewing my account online, it says my voice mailbox is empty.

Accepted Solution

Regular Visitor

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6 Messages

5 m ago

OK so I have to confess this was my problem and not an Xfinity issue.  I was using an old phone with an answering machine in my garage in addition to my office answering machine and i had not turned off the answering machine on the garage phone.   Over time the garage answering machine got full and it was the one issuing the "mailbox full" message.

Sorry to waste the time of the moderators here.   But I do thank you for responding so timely and professionally trying to fix "my" problem.

Official Employee

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720 Messages

5 m ago

Hello, @Meech, I hope all is well. A few things come to mind. I would access your voicemail from your home phone to double check your voice mailbox and reset your modem. This link is a good resource to use  for accessing your voicemails from your phone or away from home. From your handset press *99 and hit the # button when your greeting starts. Then sign in with your pass code to make sure all messages are deleted. After this reset your modem and make sure your phone is connected directly to the telephone 1 port on the back of your modem. Then make some test calls. If this does not resolve the issue please let us know.

https://www.xfinity.com/support/articles/get-voicemail-while-traveling

(edited)

Regular Visitor

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6 Messages

5 m ago

Thanks XfinityJosephA.   I tried the *99 from my home phone and immediately got a message that "you have no messages in your mailbox"  (i did not need to hit the # button or enter my passcode).  I also had the modem reset yesterday when I was trying to fix this.  The phone is plugged into the Telephone 1 port on the modem.

Another odd thing that is happening that i didn't mention in my original message is that when someone calls me and I don't answer they get two greetings simultaneously...one from my home answering machine and one from my Xfinity voice mail.  They get the voicemail full message from Xfinity and then a beep to leave a message on my phone voicemail (but the only thing they hear is voicemail full and hang up)  I prefer to use my home answering machine and I have set the number of rings before voicemail on Xfinity to 9 so that my voicemail picks up first.   But Xfinity voicemail is also picking up after four rings.

This all started happening a couple of months ago.  It used to be that the only time Xfinity voicemail would pick up is if I was talking on the phone when a new call came in. 

Official Employee

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720 Messages

Thank you so much for doing that work @Meech👍 This tells us most likely we need to fix the issue in our back-end system, and we may need to collaborate with our advanced repair team. We have a dedicated team that will make sure this gets taken care of.

 

When you have a chance use the Direct Messaging icon at the top of the page. (the icon next to the bell icon on the top right) Just send your name and service address to "Xfinity Support." 

(edited)

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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Regular Visitor

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6 Messages

Hi @XfinityJosephA   I DM'd Xfinity Support as suggested.  Im not sure if i did it right...by just sending them my name and address, will they be able to somehow link to this thread to see what my issue is or do I need to provide them more details?   I did this a couple of days ago....how long should I expect to wait to get a response?  Thanks.

XfinityJay

Official Employee

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441 Messages

Thanks for making us aware of this. It looks like we replied to you in DM yesterday. If you're having trouble receiving our messages, try initiating the DM again. 

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

Official Employee

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720 Messages

5 m ago

You are more than welcome @Meech. I'm sorry you still can't receive calls after resetting your modem, and changing your ring count on your Xfinity voicemail. It sounds like your voice box is set to sign in automatically, which makes things a little easier!  It also sounds like your personal answering machine and your Xfinity voicemail are conflicting but it should not happen if your ring count is set to 9. 

 

I do sincerely appreciate your time and the additional details. It's important we provide you with the best possible support so we can make sure your service is working properly. I recommend turning off your personal answering machine but just temporality, so you can test your service. Once you turn off your answering machine make some test calls to your phone from different phone numbers if possible. If your incoming calls are still hearing the "voicemail box is full" greeting we may need to take additional actions to help. Are you able to let us know if the issue is resolved after bypassing your personal answering machine? 

Regular Visitor

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6 Messages

5 m ago

Hi,  I turned off my home answering machine and called my home number from my cell phone.   I just got one greeting (the Xfinity greeting) after 4 rings (not the nine rings I have it set to).  My greeting played then i got several beeps and the message that the mailbox if full.

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