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Visitor

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3 Messages

Wed, Apr 6, 2022 5:05 PM

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 

Visitor

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1 Message

2 m 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. 😢

Official Employee

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196 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. 

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Visitor

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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.

Visitor

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1 Message

2 m 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..

Visitor

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1 Message

1 m 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

Official Employee

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223 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 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.
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Visitor

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2 Messages

1 m 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.

Official Employee

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158 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 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.
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Visitor

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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.

Official Employee

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158 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 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

15 d 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?

XfinityChe

Official Employee

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6.4K 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 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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