Unable to receive incoming calls

We had Xfinity Mobile and switched to AT&T because they gave us a better deal, but it turned out the price we were quoted wasn’t even close to the actual bill. So we canceled and switched back to Xfinity.

Long story short, when we switched to the new AT&T phones, I transferred the numbers and everything. The two number transfers went through fine. When I tried to transfer my wife’s number, it transferred, but it never fully left Xfinity. The new AT&T phone had AT&T service, and the old one, instead of going to SOS, still had Xfinity Mobile service.

So there were two different phones, two different carriers — same number. The AT&T service was working properly (making calls, receiving calls, messages). When we transferred back to Xfinity, my wife’s phone couldn’t receive phone calls, but she could make calls, send texts, FaceTime, and even receive FaceTime audio calls.

We’ve called I don’t know how many times to get the issue resolved, but they can’t fix it. We even connected a new phone number to the phone, and that number could receive calls normally, so it’s not a phone issue.

I don’t want to change phone numbers. Is there a way to get it working?

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XfinityAlyssaA

Official Employee

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2.5K Messages

1 month ago

Good evening @paulf86, and thank you for reaching out on our Community Forums regarding your wife's incoming call issues, we appreciate you coming back to Xfinity Mobile and giving us another try! I see that you stated upon coming back to Xfinity Mobile, your wife's phone is able to make calls and send texts but is unable to receive incoming calls, is your line affected as well or just your wife's? May I also confirm what type of device you are using? Have you tried toggling Airplane Mode, restarting your device, and ensuring call forwarding is disabled?

Please let us know as we are happy to troubleshoot further!

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paulf86

New Poster

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3 Messages

My line and my sons line is not affected. We tried everything, even added another phone number with the tech support to the account to test if the phone is bad but the new number was receiving phone calls normally. When we added the old number back couldn't receive no phone calls. I am reachin here because that's being an ongoing issue that noone was able to fix. We talked with support multiple times but it seems like the only option is to get a new number which I don't want. Everything was working fine so we just have to find out what the problem is with her phone number. She had the same phone number for over 20 yrs it would suck to have to change it.

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1 month ago

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XfinitySean

Official Employee

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603 Messages

Sorry to hear you still haven't been able to get her line working properly, paulf86. We can absolutely take a closer look and possibly get the Xfinity Mobile Executive team to involved to get this fixed! Please send us a direct message with your full name, name on the account (if different), and service address, and we'll get the ball rolling!

To send a direct message, please click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

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• 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

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1 month ago

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paulf86

Unable to receive incoming calls

XfinityAlyssaA

paulf86

XfinitySean

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