ANSWERED: How to Troubleshoot Your Voice Service with the Xfinity My Account App

​Device Self-Help Information and Troubleshooting Guides​

​You can access self-help information and troubleshooting guides for other Xfinity services as well. Learn more about​​ ​​fixing your Xfinity TV using the Xfinity My Account app​​ ​​and​​ ​​fixing your Internet connection using the Xfinity My Account app​​.​

​Common Problems & Solutions​

​No Dial Tone?​

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• ​Make sure all phones are on the hook and that cordless phone batteries are charged.​
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• ​Try to plug a working corded phone into different jacks to find out if the problem is isolated to one phone or one jack.​
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• ​Check the ringer on your phone to make sure it is turned on.​
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• ​If the phone rings a half ring on incoming calls, Call Forwarding may be activated.​
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1. ​Log into the Xfinity My Account app on your Apple or Android device, and tap the​​ ​​Voice​​ ​​icon at the bottom of the screen.​
   
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1. ​Tap​​ ​​Common Problems & Solutions​​.​
   
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2. ​Tapping any of the topics displayed will provide more information about managing your Xfinity Voice service, including FAQs: ​
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   • ​Understanding Account Numbers/Username and PINs​
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   • ​How To Set-up Your Xfinity Voicemail​
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   • ​How To Change the Number of Rings Before Going To Voicemail​
     
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​Troubleshooting Steps​

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1. ​You will be asked to identify the problem.​
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2. ​After selecting the item to troubleshoot, the app will run diagnostics. The app will initiate account, service and device level checks.​
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3. ​Based on these checks, it will present options to correct whatever issues are occurring.​
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4. ​You can reset modems, fix entitlement issues, be alerted when outages are resolved and more.​
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5. ​The app will ask if the problem has been fixed.​
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6. ​If the problem has not been fixed, please see the​​ ​​Additional Troubleshooting - Request Assistance​​ ​​section below for more options.​
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​Begin Troubleshooting​

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1. ​Log into the Xfinity My Account app on your Apple or Android device, and tap the​​ ​​Voice​​ ​​icon at the bottom of the screen.​
   
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2. ​Tap​​ ​​Troubleshoot​​.​
   
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3. ​Select the service issue that you are currently experiencing.​
   
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4. ​The connection status of your Xfinity Voice modem will be checked, which may take a few seconds.​
   
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​Online Troubleshooting​

​If your Xfinity Voice modem is online, restarting it can resolve many common issues. If you're currently using your Voice service, please finish up all phone calls; otherwise, any in-progress calls will be disconnected.​

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• ​If you would like to proceed, tap​​ ​​Restart device​​. Restarting your modem should take about five minutes.​
  
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• ​The My Account app will send a restart signal to your modem.​
  
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• ​Once the restart signal has been sent, please wait about five minutes for the modem to light up again. Then, check if you can hear a dial tone on your Xfinity Voice line. If this fixed your issue, tap​​ ​​Yes​​.​
  
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• ​To exit Troubleshooting, tap​​ ​​Done​​. Then - you're all set!​
  
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​Offline Troubleshooting​

​If your Xfinity Voice modem is detected to be offline, please try powercycling the device to bring it back online by following these steps:​

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1. ​Unplug your modem from the power cord and coax cable. If there is a battery present, please remove it.​
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2. ​Wait at least 15 seconds.​
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3. ​Plug your device back in to power it on and reconnect the coax cables. If you removed the battery, place it back in. Then, tap​​ ​​OK, I've completed these steps​​.​
   
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​Home Wiring Troubleshooting​

​If you already powercycled and/or restarted your Xfinity Voice modem, and the original issue still persists, please note that home wiring can affect your ability to make calls. Make sure all phones are on the hook and that any cordless phone batteries are charged.​

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• ​If you are using home wiring, tap​​ ​​Yes​​.​
  
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• ​Try plugging your phone line directly into your Xfinity Voice modem. Find the port behind the device and plug your phone line directly into Tel 1, as pictured below. If this fixed your issue, tap​​ ​​Yes​​.​
  
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• ​Then, check if you can hear a dial tone on your Xfinity Voice line, which would indicate home wiring issues. If so, tap​​ ​​Yes​​ ​​again.​
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