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user_ka210i
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4 Messages

Friday, February 7th, 2025 4:02 AM

Phone somethines stops receiving and sending calls

Both my wife and I have had iPhones on Xfinity for about 3 years living in the same house for that time. (iPhones are less than 4 years old.) We have weak cell phone coverage at home, and we both have wi-fi calling turned on.  The wi-fi is located in the living room.  At times neither of us can receive or make calls in the same room as the wi-fi.  If one of us can't make/receive a call the other can.  Often rebooting the phone will cause it to be able to function properly.  The problem is we have no indication the phone is malfunctioning till someone tells us or the phone won't ring thru.   We are not heavy phone users.

I don't know if it is related, but in the last week or so I noticed that when doing 2-factor authentification requiring a text message, that text message can be delayed for up to 20 to 30 minutes.

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Updated 

5 months ago

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Again

Expert

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31.9K Messages

5 months ago

Moved here for better visibility.

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XfinityAldrik

Official Employee

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2.2K Messages

5 months ago

Thank you for reaching out to us @user_ka210i! My phone has had this same exact issue before. I know just how important it is to get this fixed.

 

We will want to reset the network settings on the devices. Could you please confirm which iPhone models you and your wife use?

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user_ka210i

4 Messages

Mine is an iPhone SE (2020) running iOS 18.3, and my wife's is an iPhone 11 running iOS 18.21. I should have mentioned earlier that when we are at home, airplane mode is not enabled.

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5 months ago

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XfinityThomasC

Official Employee

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2.6K Messages

@user_ka210i before you perform a network reset, remember that any saved network data will be removed, such as saved Wi-Fi networks and the passwords, Bluetooth settings, etc. All data and passwords will have to be re-entered. Is this going to be an issue for you? 

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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5 months ago

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user_ka210i

4 Messages

Little more information tried 2 factor authentification via a text.  1/2 hour later still no text received.  2 bars of cellular signal.  Full wi-fi signal.  Wi-fi calling turned on.   Airplane mode off.   A half an hour after trying to use 2-factor authentification via a text, I tried a cell phone call, dialed 10 digits, and after 30 seconds no indication that the call was going through.    Power cycled the phone, the phone powers back up, I received multiple text messages, dial the preciously mentioned number and the call rings through instantly after the last digit..

Since the phone/service is pretty useless it isn't accepting or sending call/text messages without a re-boot.  Loosing saved network data such as saved Wi-Fi networks and passwords, Bluetooth settings, etc seems like a better option than living with this useless phone.

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5 months ago

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XfinityJorge

Official Employee

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2.3K Messages

 

user_ka210i Thanks for the update and for being proactive on your end with all the steps you have taken. We are here to see how we can help additionally, pleasse send us over a DM with your full name and address to get started. 
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
 

 

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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5 months ago

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user_ka210i

4 Messages

I'm thinking the DM didn't go through, I don't see a XfinityJorge in the drop-down.

My wife just had her phone not receive/make calls.  Wi-Fi calling turned on.  Would receive and text at the same time.   She had zero bars on cellular, full wi-fi signal.  Turn wi-fi off and then back on, she had 2 bars of cellular signal and could make/receive calls.  

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5 months ago

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