U

Visitor

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1 Message

Mon, Sep 27, 2021 11:05 PM

Closed

Not receiving incoming calls for months!!!! Yes

This issue has been happening once a month since June 2021 . I’ll get random voicemails but no call came through or missed call in my call log. I’ll call customer service they’ll have me do the same thing over and over to the fact that I know what to expect when we troubleshoot. Rest network settings, remove SIM card then reinsert. The only thing that fixes it is when they suspend my line and reactivate it. I tried so many time to ask what is the problem, whats the source of this ongoing issue. Is it Xfinity mobile service, is it Apple, is it the device WHAT IS IT? No one knows and I’ve asked to get it escalated but everyone I talk to says it won’t happen again but it’s once a month now. Today I’m having the same issue and what normally fixes it isn’t anymore. Why am I pay over $200 for service to fight with the automated system to get an agent and then to have them suspend then reactivate my phone for it to work!!!!?????!!!! My phone is my life line and if I can’t receive calls and my mobile service can’t give me a permanent resolution I need to seek services elsewhere. So please assist with a permanent fix!!!!! 

Official Employee

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567 Messages

1 y ago

@user_8e27b2, I am so sorry that you seem to be having this issue with your phone! I can not even imagine how frustrating this must be, but we are happy to help you! I want to make sure though, is this for your cell phone, or is this with your home phone? If it is for your cell phone, you can give us a call at 888-936-4968. If it has to do with your home phone, you can also send me a DM here and if you have had any issue with your services after you reboot the modem, message me right here! 

To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" 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

Visitor

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1 Message

9 m ago

I have about the same issue for about a month now. What's the fix? Thanks.

XfinityDevin

Official Employee

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731 Messages

@user_a5636f

That is a long time to continue with these concerns. Not receiving calls would be both frustrating and inconvenient to say the least. I would have to direct you to our Xfinity Mobile support. Our department handles specific customer service request and unfortunately, we are unable to access Xfinity Mobile Support tools. You can reach them by phone at 1 (888) 936-4968 and they would love to assist you. You can call Xfinity Mobile support at the phone number provided or you can reach out to our Xfinity Mobile Facebook page at  https://comca.st/32lGqrM.

 

I do have a reminder for our team to reach back out to you here in a week to check back on this and to be sure that you were able to contact them to get support. Please let us know if you have any other questions for our team regarding this or create a new post for different questions and support. Thank 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
XfinityDevin

Official Employee

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731 Messages

@user_a5636f

Hello! I wanted to follow up and see if you were able to contact our mobile support. Can you let us know at your convenience, please? 

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

8 m ago

I been having this issue to the lady at xfinity told me it was my old iPhone, and I got a new iPhone 13 because I had to because of a cracked screen last month but it’s not the iPhone. I have a new phone the 13th and for a month now the phone has so many missed calls . It’s not the ringer either . The ringer is on . Something is wrong 

Visitor

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4 Messages

8 m ago

I been having this issue to the lady at xfinity told me it was my old iPhone, and I got a new iPhone 13 because I had to because of a cracked screen last month but it’s not the iPhone. I have a new phone the 13th and for a month now the phone has so many missed calls . It’s not the ringer either . The ringer is on . Something is wrong 

Visitor

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4 Messages

8 m ago

I been having this issue to the lady at xfinity told me it was my old iPhone, and I got a new iPhone 13 because I had to because of a cracked screen last month but it’s not the iPhone. I have a new phone the 13th and for a month now the phone has so many missed calls . It’s not the ringer either . The ringer is on . Something is wrong 

Official Employee

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1.1K Messages

I definitely understand the frustration if you are missing calls.  Due to account security with Xfinity Mobile, our options are limited over social media. Please call or text 1-888-936-4968 and one of our dedicated Xfinity Mobile specialists are there for assistance 24/7. You can also visit our Xfinity Mobile assistant page, where we have support available thorough chat as well: https://comca.st/3vkGv93. You may also want to try reaching out to Apple support to see if it may be a setting of some sort on the phone that was inadvertently set up. 

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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5 Messages

8 m ago

I believe my sister is having the same issue.  It don’t happen all the time, but it does happen often.  When it does happen it happens to all the calls.  We call and it will ring maybe once or go straight to voicemail.   She thought it had something to do with her home internet, which she was having issues with.  That is fixed and the phone issue is happening again.  Do you by chance have a watch connected to your plan?  She was thinking the watch is messing up her phone calls.

Visitor

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3 Messages

7 m ago

I have the exactly problem with all 3 of the iPhone 12 on xfinity mobile.  When someone calls me I could see there caller id on screen for 1 second and it disappear right away, u can’t answer the call and the iPhone doesn’t ring, this been happen since my family and I got the iphone 12 on xfinity mobile. Called customer services over and over, doing same thing the original reviewer post, reset network, remove sim and plug in, nothing seem to fix this problem.  All the out going calls, internet on 5g works perfect.  Just don’t know why I can’t receive income calls.

Visitor

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4 Messages

7 m ago

Ok hopefully I just got it resolved went to the xfinity store today …. make sure do not disturb is not on ,if it is on turn it off …… and reset your network settings. 

Visitor

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1 Message

7 m ago

there is one telephone number blocked on my my list that should not be there.I've been with t-mobile for years and now I can't talk to them when t-mobile company calls me because the number was blocked.this did not happen from my phone.google chrome has my pass word and my comcast account information.there have asset to my emails and everything i do.please unblock this number [Edited: "Personal Information"].thank you.I HAVE BEEN CONNECT WITH TMOBILE FOR TWO DAYS .THERE TRY CALLING ME BUT THE NUMBER IS BLOCK.iPAY T-MOBILE $215.00 AMONTH  FOR MOBILE PHONES AND THEIR CAN'T CALL ME.WHY IS THAT????????????????????PLEASE FIX FIX  THE PROBLEM

(edited)

XfinityRay

Official Employee

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749 Messages

Hi, @user_797697 and thread. I know it is of the utmost importance to receive the phone calls that you want. We have an Xfinity Mobile expert to help get this resolved. 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. Can you please try calling or texting 1 (888) 936-4968, or reaching out via our secure online chat at Xfinity Mobile where we can get this resolved as quickly as possible? 

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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3 Messages

7 m ago

I found out the problem why my family and I are not receiving phone calls on xfinity mobile using our iPhone 12. We all have Apple Watches with cellular on them, that’s what is causing the iPhone not to receive calls occasionally.  I decided just to cancel all cellular plan with the Apple Watches now, now all incoming calls works great!

Visitor

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1 Message

6 m ago

Where do I begin?

In a nut shell, we cannot receive calls. However, we are able to make outgoing calls. This problem have been going on for over 10 days. 

-I have Text Chatted with and called to Customer Care (at least 12 hours of communication with service reps and supervisors).

-2 service call visits at the home;  After 2 lengthy visits, Xfinity Techs say that all equipment is working. They even replaced equipment just to be sure. Last Tech received an open ticket for the engineering department #CR026247518. Based on follow up call this evening, engineering says that the Problem at the service site, and a Service Tech is scheduled to visit a 3rd time??

 

Not sure who to believe...the techs sound convincing that this is not an equipment problem, but rather a settings problem at Xfinity Headquarters (but what do I know). 

 

How many on-site visits does there need to be before this gets escalated to the right department?

For a communication company, Xfinity is certainly is not great with communicating. 

Visitor

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2 Messages

4 m ago

I agree with everybody above. Xfinity is ridiculous. I have reset network settings, turned my phone on and off, dialed *73 to make sure no call forwarding is on, and made sure no silencing focus selections were turned on. Every couple weeks I can receive no calls!  My watch is on a cellular plan. I even turned it off to see if I could get a call on my phone and still nothing. Then I turned off my phone to see if the calls would come through on my watch and nothing. It makes no sense because texting is unaffected, and I can also place calls. Hours with customer service twice now. I’m sick of them faking empathy and doing nothing to fix the problem. 

Visitor

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2 Messages

4 m ago

I agree with everybody above. Xfinity is ridiculous. I have reset network settings, turned my phone on and off, dialed *73 to make sure no call forwarding is on, and made sure no silencing focus selections were turned on. Every couple weeks I can receive no calls!  My watch is on a cellular plan. I even turned it off to see if I could get a call on my phone and still nothing. Then I turned off my phone to see if the calls would come through on my watch and nothing. It makes no sense because texting is unaffected, and I can also place calls. Hours with customer service twice now. I’m sick of them faking empathy and doing nothing to fix the problem. 

davajhad

Frequent Visitor

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13 Messages

3 m ago

Same issue here.  For 2 weeks customers/vendors texting their calls to me are not going through.  If I call myself from another line it is intermittent.  Will try 4 times and it connects once.  Other times I try 5 times and connects all 5 times.  Just off the phone with advanced services and they reprovisioned my phone so hopefully it is fixed for awhile.

To get to advanced services just to tell them you already reset network services, unplugged SIM Card and still getting the same issue. If they still refused just tell them you are going to the store to cancel the service if not connected.

davajhad

Frequent Visitor

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13 Messages

3 m ago

Reset network settings, reprovisioned phone, and replaced SIM card still having the same issue.  Switching carriers tomorrow and cancelling Xfinity.

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