Skip to main content
user_ec0ce1
1st Reply
1st Topic
1st Like

Visitor

 • 

3 Messages

Wednesday, April 6th, 2022

Closed

We're sorry but the number you have dialed has calling restrictions which prevents the call from being completed Announcement 19

I haven't been able to make any outbound calls since yesterday. I have been on the phone with Xfinity mobile and troubleshooting all these steps to no avail. Nothing is working and apparently there are alot off users with the same problems. Even before that I was having trouble making calls and receiving a different but similar error message. They had me switch to WiFi calling and allow roaming but nothing helped. This is very frustrating and I'm thinking about switching back to Verizon as this is ridiculous 

Question

 • 

Updated 

3 years ago

21.3K

18

Oldest First
Selected Oldest First
user_7e5a37.

Visitor

 • 

1 Message

3 years ago

I had this problem on iPhone X when initially ”resolved itself”  after few days. A week later it started again. For 2 weeks I have spoken to and repeatedly performed the network reset. Phone calls and chats have disconnected. I’ve spent hours and hours. I received new SIM card today but still happening. 😢

2

0

XfinityThomasB

Official Employee

 • 

2.3K Messages

Oh no! Extremely sorry to hear that you are having this issue and unable to find a solution. I greatly hope that we would be able to get you in touch with one of our specialists to resolve this hiccup. I see that you have had problems communicating with this team but wanted to provide their direct phone. We unfortunately over this channel would not be able to work on Xfinity Mobile issues but I truly have extremely high confidence our mobile specialists will sort this out. Their direct number would be (888) 936-4968. 

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

3 years ago

0

user_83be94

Visitor

 • 

1 Message

I was having this exact issue for the past 5 days. Make sure your phone is updated to latest software. Go to Settings -> Cellular -> Cellular Data Options -> Make sure roaming is on and LTE is enabled. Toggle the LTE thing and restart the phone. I was on a call with Xfinity for quite a while and this eventually did the trick for me. Somehow with an outage, software update, or changing the SIM card my LTE had turned off and needed a reset. Hope this works for you too.

3 years ago

0

user_bc3538

Visitor

 • 

1 Message

3 years ago

I have the same issue. Haven't been able to make a call since Wednesday. They initially told me there was an outage, but then I called back Friday and they said the outage was over and it should be fixed. They did a ticket for my phone and said it could take up to 72 hrs for them to fix. Still nothing..

0

0

user_004c8b

Visitor

 • 

1 Message

3 years ago

I am also having this issue. I just switched from Verizon to Xfinity last week. Not a good start. I am unable to call customer service as my phone will not make outgoing calls. I have tried the chat but my question has not even been acknowledged. Very frustrating

1

CCXavier

Retired Employee

 • 

695 Messages

Hello @user_004c8b, thank you for taking the time to reach out to us. I apologize as much as I would like to assist you, we do not handle mobile concerns. We have a specialized department that handles our Xfinity Mobile services. Allow me to provide you a direct number to our awesome Xfinity Mobile Team, please call or text 1-888-936-4968 or click on https://comca.st/3xz97zd to reach a Xfinity Mobile specialist at your earliest convenience for further assistance. I hope you enjoy your XFINITY services and you have a wonderful day! Did you have any other questions or concerns that I can assist you with?

I no longer work for Comcast.

3 years ago

0

user_ac7cac

Visitor

 • 

2 Messages

3 years ago

Same problem here 4 days no outgoing call to any number. I have reset everything done a factory reset as requested now the chat is telling 24 to 72 hours before my ticket will be looked at by a tech. Kinda ridiculous I didn't like Verizon but at this point xfiinity is looking alot worse.

4

CCRobert

Retired Employee

 • 

455 Messages

Hello @user_ac7cac I am sorry to hear that you are continuing to have the same issue. I do suggest that you reach directly out to our Mobile team that specializes in these issues. The Xfinity Mobile team can be reached by calling or texting 1-888-936-6489 or using the following link https://comca.st/3xz97zd.

I no longer work for Comcast.

3 years ago

0

user_ac7cac

Visitor

 • 

2 Messages

Hi, Thank you for contacting Xfinity Mobile. My name is Anant. How may I help you today?

From You,

ticket number 10854296

From Agent,

Please elaborate your concern so I can assist you in better way.

From You,

5 days of not being able to make out going calls have talked and chatted with 4 agents with no resolution , was issued ticket number 10854296 3 days ago was told the issue would be solved in 72 hours. I have had no contact from Xfinity

From Agent,

I really regret for the inconvenience caused to you..

From Agent,

I will do my best to resolve your concern with all best possible ways.

From Agent,

In order to process further and open your account, please confirm your complete name and last 4 digit of payment-stored card?

From You,

From Agent,

Thank you very much. These details would really help. Please allow me few minutes while I am reviewing your account.

From Agent,

Could you please help me which line you are referring to?

From You,

From Agent,

Thank you for confirming

From Agent,

Nathan, as I can see that everything is perfect on your account.

From Agent,

There is no issue with your network.

From Agent,

Just to confirm have you tried basic trouble shoot from your ens?

From Agent,

End?

From You,

there is an issue with your call routing, I have done all reset previously all trouble shooting ask with the 4 previous agents, I will not go through this back and forth again. I was assured that your escalated account team was working on it, It is a known problem with announcement 19 restriction. Either the team is working on it or i am afraid i will have to change my service

From Agent,

I will suggest you 1 last thing and I am sure it will surely work.

From Agent,

Before that Please allow me few minutes I will directly get connected with advanced team to check the status of your ticket and what is the issue with this number.

From Agent,

Meanwhile , I would like to share one great benefit for being an Xfinity customer you can take advantage of our 18 million Wi-Fi hotspots across the country, you just need to check the hotspot location map online at wifi.xfinity.com, or download the Xfinity Wi-Fi Hotspots app from the App Store on iTunes or the Google Play store and use the phone or internet service anywhere.

From Agent,

Hope you are connected with me?

From You,

yes

From Agent,

Your patience is highly appreciable.

From Agent,

Be rest assured I have connected with advanced team and they are working .

From Agent,

I have discussed with advanced team they informed me that it is under process and they ensure me that it will get resolve within 24 hours.

From Agent,

I know you have heard this many times but that's why I personally get connected with advanced team to get exact information

From You,

ok if it is not fixed by 4pm eastern tomorrow, I will cancel my service on saturday. Thank you have a good evening.
Seem like there is only one way to get some companies attention.

3 years ago

0

CCRobert

Retired Employee

 • 

455 Messages

@user_ac7cac I know that this process can be frustrating at times. I do understand the need to be able to be able to contact family and friends. I am sure that our Xfinity Mobile team can get this issue resolved for you. In the meantime, I suggest that you restart your mobile device once in a while to refresh the signal. Any questions can be answered by calling the Xfinity Mobile team at 1-888-936-6489 or using the following link https://comca.st/3xz97zd.

I no longer work for Comcast.

3 years ago

0

MileHighJohnny5

Visitor

 • 

3 Messages

Please stop telling people to call when your IVR won't give you an agent no matter what you do.  What options do I select to get an agent. EVERY time I call, the system tells me it is going to reboot my internet modem and then tells me to call back once the reboot is complete.  It has done this 5x now and I CANNOT get an agent.  VERY frustrating. 

3 years ago

0

user_731b64

Visitor

 • 

2 Messages

3 years ago

Same issue for more than a month. Have been unable to call back for doctor’s appointments and other important phone calls. After spending literal hours with tech support online, I’ve reset my phone countless times (which conveniently disconnects me from the chat), tried a new SIM and tried updating my phone but with no luck. I went to an Xfinity store and the rep there said there is nothing they can do as it’s an issue across hundreds of phones that have been ported over from Verizon. Essentially my phone is a small iPad at this point. Since my previous phone is in trade-in limbo, I’m not sure if I can go back to Verizon or I would have done it in an instant. I have never experienced anything this level of incompetence by a carrier. Why claim to allow number portability when the number won’t work?

1

0

CCChe

Official Employee

 • 

6.9K Messages

Hello @user_731b64, and thank you for sharing your feedback here on the Xfinity Community Forum. I can definitely understand why this would be frustrating, and we want to help get this figured out. Unfortunately, Xfinity Mobile support via social is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on https://comca.st/3NaofYg. For assistance with your issue, please contact our awesome Xfinity Mobile department by text or phone 1 (888) 936-4968. You can also chat with them here. I hope this helps. 

 

I no longer work for Comcast.

3 years ago

0

smartypants007

Regular Visitor

 • 

5 Messages

3 years ago

Got 2 new android Moto 5g phones today and switched from Verizon at the xfinity store. One phone worked, the other will not dial out. After 2 calls, (1st got disconnected while I was on hold) and the 2nd call was escalated to someone who corrected it on their system and assured me this will never happen again. Good luck people!!!!!!!

(edited)

1

0

Ag279

Visitor

 • 

8 Messages

@smartypants007​ 

glad you got this resolved. You just called the main Xfinity mobile number or a different one to talk to someone who can actually help?

3 years ago

0

user_adffb5

Visitor

 • 

2 Messages

3 years ago

Did anyone get this issue resolved? My outgoing calls stopped working 5 days ago, even got a new phone today after spending 3 hours in the store and still nothing. Wondering if I should just switch carreries.

2

0

smartypants007

Regular Visitor

 • 

5 Messages

@user_adffb5​ You have to call into their phone service dept to get it fixed. It's on their end. 

3 years ago

0

melsano

New Poster

 • 

2 Messages

We're they able to fix it for you? This is a nightmare. I just activated new phones TODAY and everything works but outgoing calls. Of course, it is my work phone as well. Tomorrow is going to be great😩

3 years ago

0

user_77cff7

Visitor

 • 

4 Messages

3 years ago

I'm having this same issue. I upgraded my son's phone about 2 weeks ago, and still to this day he cannot make outgoing phone calls. Why am I paying for service that I cannot use? He just started in the military, and is on a new base, and is unable to call ANYONE. I have been on countless calls and texts with Xfinity Mobile to get it resolved and I keep getting told wait another 48 hours, wait another 48 hours. This is ridiculous!!

2

user_adffb5

Visitor

 • 

2 Messages

@user_77cff7​ I spoke with a person at Xfinity named Mike who was able to help. His direct line was [Edited: "Personal Information"]. Definitely try giving him a call!

(edited)

3 years ago

0

user_77cff7

Visitor

 • 

4 Messages

@user_adffb5​ Hey, thanks I will try that. Can you possibly type the number out? It was removed from your reply.

3 years ago

Ag279

Visitor

 • 

8 Messages

3 years ago

I was finally able to get this fixed. I tried the chat...nothing worked...I tried calling the main number....took over an hour and still nothing. FYI - it is not your SIM card. No need to replace that.

As others have stated, you need to call in to get this fixed.

I went to the Xfinity store by my house and the guy gave me this number which is to their "Tier tech support". After entering some info I was able to speak to a person and they fixed it in about 5 minutes....a few of whcih was taken by me resetting my phone.

The number is [Edited: "Personal Information"]. I then had to enter a store number, which for me was One, Seven, One, Three.

Then they ask for your account number. Then, after describing in detail the issue, they fixed it almost immediately.

Hope this helps. What a frustrating experience!

(edited)

4

user_77cff7

Visitor

 • 

4 Messages

@Ag279​ This worked and it only took 5 minutes, like you said. Thanks so much! Been dealing with this for 2 weeks!

3 years ago

Ag279

Visitor

 • 

8 Messages

Glad you were able to get this fixed. From the research I did when it first happened it seemed as though many people were experiencing this. Why doesn't Xfinity trickle down this fix to their lower tech support? Typical horrible tech support.

3 years ago

0

user_df8e9a

Visitor

 • 

1 Message

Can someone provide the phone number to call?

3 years ago

XfinityJorge

Official Employee

 • 

2.4K Messages

@user_df8e9a Thank you so much for reaching out to our team over our Forums. If you need to contact our Xfinity Mobile team you can reach them by texting or calling 1 (888) 936-4968. 

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

3 years ago

0

user_49d1ca

Visitor

 • 

1 Message

3 years ago

I am having the same problem. Was on the phone with a number of them for a few hours.  Nothing worked.  They are sending me a new SIM card in two days. If I had known that this was going to happen I would not have made the switch. 

1

0

Ag279

Visitor

 • 

8 Messages

@user_49d1ca​ The new SIM card will not fix it. See my post above for the fix.

Here is the number again as I see that they have removed it...[Edit: Inflammatory].

eight, six, six, four, six, one, zero, eight, zero five

Typical that Comcast would remove something that is helpful.

(edited)

3 years ago

0

user_faf4e6

Visitor

 • 

1 Message

3 years ago

Oh man I am sick to my stomach after reading these posts.  I wish I would have seen this earlier before I switched from Verizon to Comcast.  I cant make calls and they act like they have no clue what's going on.

1

0

Ag279

Visitor

 • 

8 Messages

@user_faf4e6​ see my above posts. Call the number and they will fix it quickly

3 years ago

0

user_2cf4f0

Visitor

 • 

1 Message

3 years ago

All my on coming calls says restricted  and when I make a call someone else make appears no resolution  for my issue with xfinity mobile frustrated now

1

0

CCCam

Retired Employee

 • 

232 Messages

Hello @user_2cf4f0. Here on social media, we are not equipped to assist with Xfinity Mobile issues. We do have a few ways we can assist you with your Mobile service:
SMS Text Message: 1 (888) 936-4968
Phone: 1 (888) 936-4968
Chat: https://comca.st/3QVoyZu

Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. 

I no longer work for Comcast.

3 years ago

0

user_98f9e2

Visitor

 • 

1 Message

3 years ago

We just switched and I bought a new phone but brought my daughters phone from Verizon. Xfinity sent me the SIM and we’ve had nothing but problems and that same error 19. I did live chat for an hour and a half, then I called and was on the phone for 2 1/2 hours, then I went into the Xfinity store and they said now I have to call again.

2

0

Ag279

Visitor

 • 

8 Messages

@user_98f9e2​ See my posts above. Call the number and they will fix it.

3 years ago

0

CCChristopher

Problem Solver

 • 

577 Messages

@user_98f9e2 Hello and thank you for reaching out over out Xfinity Community Forums. I am so sorry to hear about these issues you have been having with your new cell phone, that is the worst! Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. To get the assistance you need and get back on track again, you can reach our incredible Xfinity Mobile support team by calling or texting 1 (888) 936-4968, or via our secure online chat at https://comca.st/3Rwj87k where an Xfinity Mobile expert is available 24/7.

 

I wish you the very best of luck in getting these awful cellular issues resolved. Please also let us know if there is anything else we can do to help! We are here 24/7 and always more than happy to help in any way we can! -Christopher

(edited)

I no longer work for Comcast. 

3 years ago

0

user_011329

Visitor

 • 

3 Messages

3 years ago

Same problem here and I just got my new phone yesterday. I didn't know how bad customer service was until my coworkers heard I had Xfinity mobile🤔

1

user_011329

Visitor

 • 

3 Messages

@user_011329​ I just went back to TMobile... Tried 5 times to talk to live agent

3 years ago

0

MileHighJohnny5

Visitor

 • 

3 Messages

3 years ago

I am now having this issue as well on my iPhone 14 Pro Max.  Whenever I call the 800 number, it tells me that it is going to reset my internet modem.  That's not why I am calling.  How can I get to technical support? The phone IVR has hung up on me 5x telling me that "I need to wait for the modem reset to complete," which I did not request.  I desperately need help with this and cannot get through to an agent.  I told it I am a new customer now and I'm on hold.  I'm hoping that will work, but the number of hoops I've had to jump through to get an agent is ridiculous and doesn't make me want to keep this service since Mint offers the same service for less money. 

2

0

user_011329

Visitor

 • 

3 Messages

@MileHighJohnny5​ what's weird is customer service is better with my internet thank it was with mobile... After a week of back and forth with customer service and not being to call out I peaced or and went to T-Mobile prepaid an be got a new phone I could afford. After a month I can change plan to at low as 15 power month if you mainly use wifi.

3 years ago

0

CCTravis

Problem Solver

 • 

546 Messages

Xfinity Mobile support via social media is currently limited, and we only have access to help with general questions about pricing, service offers, and basic troubleshooting available on https://comca.st/3e0WllG.

 

To receive customer support for Xfinity Mobile, you'll want to reach out to our exceptional team of Xfinity Mobile Experts by Text Message at 1 (888) 936-4968, by Phone at 1 (888) 936-4968, or by Chat here https://comca.st/3UZvqHp

 

I hope this helps!

I no longer work for Comcast.

3 years ago

0

forum icon

New to the Community?

Start Here