1ajv4's profile

Regular Visitor

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6 Messages

Fri, Jan 7, 2022 8:18 AM

After switching to Xfinity mobile, my phone goes straight to VM for incoming calls, unable to answer due to user busy msg etc

I started noticing shortly after I switched from Verizon to Xfinity, that my calls are going straight to voicemail… if I’m lucky enough to be staring at my phone the same time a call comes in, I was able to catch a screenshot that gave a user busy message under the number

pop up when an incoming call comes in, but I am unable to answer because as soon as I see the screen flash, jt disappears and does go straight to voicemail. 

A majority of the time I don’t get a missed call, I just get complaints that it goes straight to voicemail as though I’ve blocked them. 

I have gone to the Xfinity store, got many new SIM cards, did an astounding number of factory resets, alongside with network resets, did crazy key codes on my iPhone, went to the apple store, made sure my phone is not on do not disturb, airplane mode, the contacts are in my phone and not blocked, I have checked all of my settings- you name it, I’ve done it to get this fixed but to no avail. 

upon looking at the different questions and forums, I am glad to see I am not the only one experiencing this because a lot of people were confused and did not believe me …. But this honestly seems to be an Xfinity issue!

did anybody experience this same issue AND get a resolution????

I will leave and switch to a different carrier if this doesn’t get fixed because this is impacting my professional life as it makes me look like I’m unavailable and slacking on the job!

In the event of an emergency with my kids, what if no one is able to get a hold of me????

As someone who works in emergency and disaster services, this is a HUGE liability on Xfinity’s part IMO……

Official Employee

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655 Messages

7 m ago

Hello, @1ajv4. Thank you for creating your post. For security proposes, the access to Xfinity Mobile details are limited for us. I would recommend contacting Xfinity Mobile directly. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here https://comca.st/3HKvrrq.

Visitor

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1 Message

7 m ago

I’ve been having the same problem for over a month.  I’ve gone to the store & called on the phone. Nothing helps. There’s no rhyme or reason as to why it happens. I saw on another post it may have something to do with interference from an Apple Watch but haven’t had any luck in that direction either. 

Official Employee

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300 Messages

@user_044a74   I'm sorry to hear of the issues you've been experiencing while receiving incoming calls. I want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved as they are a specialized team to assist with all your Xfinity mobile concerns.

 

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. Please contact our Xfinity mobile team by calling or texting 1 (888) 936-4968, or reached out to our secure online chat at https://comca.st/3AvEtX1 where an Xfinity Mobile expert is available 24/7 so we can get to the bottom of the issues that you are having on your incoming calls. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

Xfinity, stop posting that we should get in touch with the experts when the people who posted here said that they have been in touch and done everything they’ve been asked and the problem has not been solved. It’s clearly a system based problem and not a user problem. 

Visitor

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2 Messages

Yes! I tried to call and got bounced around and waited on hold for 40 minutes only to be disconnected! This is a problem!

Visitor

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4 Messages

6 m ago

Same issue here. After 2 years with this phone on Verizon, this has started happening in the 2 weeks since I switched to Xfinity. 

Visitor

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4 Messages

6 m ago

Same issue here. Two years using this ip

iPhone XS on Verizon network and never had this problem. Two weeks using the exact phone on Xfinity network and this has happened multiple times. I will not stay if Xfinity cannot correct this problem. 

Visitor

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2 Messages

6 m ago

I am currently on the line with Advanced Technical Support for the same reason, in fact The EXACT same reason for the 3rd time....  I too have clients calling me and being sent to voicemail..  It's infuriating.   I'll post a followup if they resolve my issue.

Visitor

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2 Messages

6 m ago

After nearly 2 hrs. on the phone with Advanced technical support, a network reset, a voicemail password reset and them "re-provisioning" my line.  It worked.  Lets see how long it lasts.  I also did the iwatch thing too, just in case.

XfinityAaron

Official Employee

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689 Messages

Hello and how are you doing today @user_f206a7? It has been a couple of days since you last posted. How has everything been working so far? 

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

Visitor

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4 Messages

@user_f206a7​ I did that too. Worked for 2 days then back to same problem. So frustrating 

Visitor

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2 Messages

6 m ago

We have the sorta-same issue.  When calling, if I don't pick up, it says "phone is not in service".  No option for voicemail.  Been on the phone twice and to the store - with no help.

XfinityDevin

Official Employee

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731 Messages

@user_883ec8

Hello! Thank you for reaching out to us for assistance with this concern. I can understand having this error with ‘the phone is not in service’ can be a concerning issue and we want to be sure you have the best support possible. We always recommend you contact our Xfintiy Mobile team first, SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3viE6yr, but if you have already, would you please send us a direct message with the steps provided below, please?

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

Visitor

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1 Message

6 m ago

This is the most mind numb thing ever. I’ve got the same issue. First I thought it was the “focus” settings, but nothing. I’ve probably upwards of 6 hours trying to figure this out. Missed two important calls today. Then spent 30 minutes on chat with Xfinity, to get advise to reset Network Settings. And guess what……..still same thing. Ugh. 

Visitor

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2 Messages

@user_f5ac8e​ I spent like 3 hours-ish and finally whoever I spoke to was able to fix the issue.  he now has VM and his phone is working fine.  We run a business and yes, cannot afford to miss calls and have the response be "this phone is not in service".  Who would call back?

Official Employee

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430 Messages

Hi, there. I am very sorry to hear that you are experiencing these troubles with your Xfinity Mobile services. Through our Forums team we are limited on our support with the mobile services. 

 

 

You can contact our Xfinity Mobile support center via any of the following methods:

 

• SMS Text Message: 1 (888) 936-4968

 

• Phone: 1 (888) 936-4968

 

• Chat: https://comca.st/3vBrKBu

 

Thank you for participating in our community.

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

Visitor

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4 Messages

6 m ago

It may be connected in some way in which Xfinity or Verizon throttles Xfinity data on the Verizon network and therefore they are not going to openly discuss it. 

(edited)

Visitor

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7 Messages

5 m ago

Same issue I’ve been dealing with it for two years Now. Doesn’t stop. They said it was the lte settings. Turned off VM. Turned it on. Changed LTE. All sorts of things. The main support does not know anything but some standard steps they tell us all to go through. Power down. Power up. Reset. Reset network. Turn off wifi turn off Bluetooth. Call and tell them you must speak to tier 2. If they tell you that you have to walk through steps to solve, you most likely tried it. Six hour calls, return calls. I’ve learned to get a supervisor on the phone. They’ll patch you to tier 2. XFINITY acts like they don’t know but they do. Some tier 2 might not be familiar but some know exactly what’s up. Change a setting and it’s good for a few months. Then blam. Right back to straight to voicemail. Whatever it is they don’t tell you and they don’t fix it for good. 

KeenanSR

Contributor

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71 Messages

5 m ago

Has this issue been resolved? I'm getting ready to move from Verizon to Xfinity(Verizon), better pricing, but I'm not going to do it if Xfinity still has this problem, it doesn't matter how good the pricing is if the service can't even perform the simple function of completing a phone call.

New Poster

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7 Messages

5 m ago

Hi All:

My wife iphone 13pro max had the same problem - the incoming calls would NOT ring - but show "user busy". The Caller would go directly to voicemail.

After trying a lot of different solutions including back-up the iphone and then setting the iphone as new (that fixed the issue) BUT restoring the whole back-up, the probelm came back.

I switched SIMs with her iphone -- the issue followed the SIM - so thought it must be xfinity issue. As it turned out it was sort of xfinity issue.

Eventually it seems that my wife iphone VM was full - so that was causing this issue

I deleted the most of the VMs and also deleted the VMs from the "Deleted messages" which are at the end of the VM list.

Then rebooted the iphone couple of times and then iphone is working fine NOW.

Hope this help you also.

Regard,

Farooq

KeenanSR

Contributor

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71 Messages

@fb7322​ That does sound like it fixed it. Seems like it was a full VM box I guess. How long ago did you do the fix and has it been working fine since?

Thanks

New Poster

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7 Messages

5 m ago

Hi All:

I also updated the VM pin setup in the iphone.

Regards,

Farooq 

New Poster

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2 Messages

5 m ago

Literally the same for me. Someone will call and the banner will pop up at the top and say user busy and send the caller to voicemail. Do Not Disturb is turned off and Ignore Unknown Callers is turned off too. It’s been on and off for me though. It’ll be a problem for a day or a couple days and then it goes away but then comes back again. I think a network reset on my phone might be the solution but sometimes that doesn’t work either. Good to know I’m not alone with this problem.

(edited)

KeenanSR

Contributor

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71 Messages

5 m ago

That doesn't sound good, I may have to reconsider using Xfinity Mobile as I don't have any patience for a service that has issues doing the basics.

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