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Voiceline Text Messaging Retirement Questions

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Contributor

Voiceline Text Messaging Retirement Questions

Very glad to see the retiring text announcement. - You say no more texting FROM the App or Text web page, but . . . . - What about INCOMING text messages? - Can incoming texts still make my C'cast non-cell phone ring? - Will they get a “not accepting” message? - Is the retirement complete or partial for voiceline Text Messaging ? - Is it clear that this does not affect text messaging on Comcast Wireless cell phones? - Why not just let individual customers opt out of In and Out Texts? - Why do we have to wait 2 months?
C'cast Text announcement.png
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Contributor

Re: Voiceline Text Messaging Retirement Questions

Yea, when I read that email, it seemed like they could have provided much more detail.  I don't tell anyone I know to text our landline Xfinity VOIP, but when they do, I least knew about it, and could reply with a message telling them to use my cell number.

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Frequent Visitor

Re: Voiceline Text Messaging Retirement Questions

I am seriously upset that they are taking this feature away. It is one of the reasons we got Voice in the first place. I get that some don't want it, but make it an option rather than just removing it for everyone!!!!!

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Contributor

Re: Voiceline Text Messaging Retirement Questions

Really?   How 'expensive' is it to have this convenient feature?    More services going away yet our bill keeps going up.

 

This was super helpful for those who accidentally texted my home phone - at least I could get the message and contact them directly. 

 

Now what will happen?   (Will they get notification of a text message fail?)

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Contributor

Re: Voiceline Text Messaging Retirement Questions

I have Xfinity VOICE only for the TEXTING FEATURE!! I DO NOT SPEAK and it's certainly the most advantageous way for Doctors, and others to contact me. Loosing this 'FEATURE' I'll be required to move back to CELL and my # that I've had for 30+ years can't be 'PORTED' to Xfinity/Verizon. I emailed a CS Rep @ an Xfinity Store but haven't  been advised of a thing. 

 

Going to a CELL for just a TEXT feature for me will likely be a very costly event!!!!

 

I'm certainly not looking forward to changes. 

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Contributor

Re: Voiceline Text Messaging Retirement Questions

Anyone from Xfinity care to respond.  This is a betrayal of your "valued" customers.  Many of us switched from other phone carriers land lines to Xfinity because Xfinity offered a texting capability on their land lines.  Xfinity made it a selling point.

 

Now you are "retiring" the feature with no mention of what will happen after the retirement date when people text the phone number!

 

Do you really expect your customers to call everyone that has their Xfinity phone number to tell them that while the number can still be used for calls it can no longer be used for texts. 

 

This is the 21st century.  People expect texting services to be enhanced not "retired".

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Contributor

Re: Voiceline Text Messaging Retirement Questions

Removing the 'VOICE' aspect of the 'Triple Play' results in what consequences for the Xfinity USER? 

 

I NEED THE TEXTING FEATURE!!! DO NOT TELL ME TO CALL!!! I DO NOT SPEAK!!

 

How about someone reaching out? I emailed a CS in an Xfinity Store and 3+ days later I've had no responses!!

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New Poster

Re: Voiceline Text Messaging Retirement Questions

I have this app on my iPhone. Is there a third party app that can replace this feature? 

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Contributor

Re: Voiceline Text Messaging Retirement Questions

No third pary app will work. Texting is being disontinued. No app can pull texts that don't exist aren't being stored.

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New Poster

Re: Voiceline Text Messaging Retirement Questions

It seems that comcast is trying to force their cell phone plans on everyone. This bl-ows. I think that Skype has an option to purchase a phone number for a small monthly fee. Maybe, that will work for my texting needs. 

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New Poster

Re: Voiceline Text Messaging Retirement Questions

I recently discovered this feature and was so impressed. I even recommend Xfinity to others touting this feature.  Guess I have to tell them don't bother. Xfinity is no better than anyone else and FIOS is faster. So... this stinks. Very disappointed Comcast!

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Contributor

Re: Voiceline Text Messaging Retirement Questions

There's just WAY to many Comcast Voice "Features". It's like your doctor trying to get you to add that 15th new daily medication to your regimen, even though common sense would tell all doctors that if a patient was taking more than 5 daily pharmaceuticals, no group of the top 10-20 medical experts in the world would be able to parse the interactions/side effects/dangers of that many different medications. I just spent 3 hrs with C'cast CS (3 agents) trying to track down why my callers were getting a "not in service" recording when they called my C'cast Voice service. We went round Anon Call Reject, Call Blocking, CID number blocking, disabled Voice Mailbox, what ever Voice2Go is all about. Seems there was some unknown interaction between settings for "Advanced Call Fwding" and a never activated/used Voice2Go "feature". Way, way too many voice features. Activation of a new C'cast Voice service should be contingent on completing a check list of ALL the voice features with OptOut/OptIn choice. NO Call Waiting, NO 3 way Calling, YES Text Out, NO Text In, NO voice mailbox, YES unpublished number, etc., etc. Don't cancel Text Messaging. Make it an option! (I'm standing with our voiceless brother, wvzr1.)
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Frequent Visitor

Re: Voiceline Text Messaging Retirement Questions

I agree. Is there anyway to get this feature with someone else?

 

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Contributor

Re: Voiceline Text Messaging Retirement Questions

I've reached out to a 2nd Xfinity CSR @ a Xfinity Store so I'll continue the wait! The lack of communication is the aggravating aspect. The Xfinity Store is a 35 mile drive each way! NOT SPEAKING IS AN ISSUE! In both my communications 'towards'  Xfinity CSR I've mentioned I wouldn't mind a 'WALK IN' but I wanted to exchange a couple emails first to determine options with the account!!

 

I don't believe I've been unreasonable!!

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Frequent Visitor

Re: Voiceline Text Messaging Retirement Questions

Keep trying!

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Contributor

Re: Voiceline Text Messaging Retirement Questions

THE KEEP TRYING ain't worked! 

 

Emails included the information required to acceess the account to answer questions! I've actually supplied that 'TWICE'! If the Xfinity Store were around the corner wouldn't be an issue! 35 miles each way.

 

The amazing thing is at one time we had a very efficient 'CUSTOMER SERVICE' Center in town. They were VERY efficient! VERY!!! The only service v=center now is 20+ mile drive., a 9.5 X 16 loby that customarily has waiting line 5+ deep! Ther ain't many 'HAPPY FACES'

 

When we had our localservice center it wasn't unusua to see a customer carry the CSRs candy, cookies etc. i don't recall ever seeing a 'shouter' - the newer center - seen a couple times. 

 

We're in a 'NO DATA LIMIT'  service area. I went in to return a CableCARD and out of curiosity (a test) I asked about DATA - I was told 1TB but to ignore it because they would likely allow with a couple warnings. The CSR actually mentioned 'FACT'. I used for 13 monthhs 1.4TB - 1.7

 

[b]CAN'T FIND A DELETE OPTION[/b] Don't know how I managed that!!!

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Contributor

Re: Voiceline Text Messaging Retirement Questions

THE KEEP TRYING ain't worked! 

 

Emails included the information required to access the account to answer questions! I've actually supplied that 'TWICE'! If the Xfinity Store were around the corner wouldn't be an issue! 35 miles each way I don't believe so.

 

The amazing thing is at one time we had a very efficient 'CUSTOMER SERVICE' Center in town. They were VERY efficient! VERY!!! The only service center now is 20+ mile drive., a 9.5 X 16 lobby that customarily has waiting line 5+ deep! There ain't many 'HAPPY FACES'

 

When we had our service center it wasn't unusual to see a customer carry the CSRs candy, cookies etc. I don't recall ever seeing a 'shouter' - the newer center - seen a couple times. 

 

We're in a 'NO DATA LIMIT'  service area. I went in to return a CableCARD and out of curiosity (a test) I asked about DATA - I was told 1TB but to ignore it because they would likely allow with a couple warnings BEFORE TAKING ACTION The CSR actually mentioned 'FACT'. I used for 13 months 1.4TB - 1.7TB, OF COURSE no warnings! 

 

Will today be a different experience? I wonder!

Contributor

Re: Voiceline Text Messaging Retirement Questions

KEEP TRYING?

 

I don't often use the 'on line' CHAT options BUT today I figured 'WHY NOT'! VOICE AGENT/CSR INSISTED THAT THE TEXT FEATURE IS NOT GOING AWAY  -NOT 'once' or 'twice' BUT several times!!!

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Contributor

Re: Voiceline Text Messaging Retirement Questions

Still 'no luck' by just waiting. Reached out the Office of TK@eCares. A response that hinted my situation wasn't understood!  I responded to that reply 2 times with 0 response. Tried a CHAT to get TK @ eCares office to respond. CHAT CSR had no idea who TK is! I was directed to TK eCares by an xfinity Store CSR.

 

I provided the CHAT rep the complete response from the office of TK - still implied 'no knowledge' of 

 

Left the CHAT with a comment please ask someone to respond from office of TK!  We'll see!

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New Poster

Re: Voiceline Text Messaging Retirement Questions

I am very upset that Xfinity is "retiring" the text service in order to push their mobile phone offering.  As a visually impaired person, text messaging is very important.  I am now going to look for ways to cut my Comcast services and billing since Comcast has not indicated that they will reduce their charges as they reduce vital services.  I will investigate Verizon FIOS.  I used to be a loyal Comcast customer until this notice and the lack of ways to complain about it plus no official responses to this forum topic.

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Contributor

Re: Voiceline Text Messaging Retirement Questions


@ArdentownDE wrote:

I am very upset that Xfinity is "retiring" the text service in order to push their mobile phone offering.  As a visually impaired person, text messaging is very important.  I am now going to look for ways to cut my Comcast services and billing since Comcast has not indicated that they will reduce their charges as they reduce vital services.  I will investigate Verizon FIOS.  I used to be a loyal Comcast customer until this notice and the lack of ways to complain about it plus no official responses to this forum topic.

 

I'll be very honest , I don't believe that's actually their intent!


 

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New Poster

Re: Voiceline Text Messaging Retirement Questions

Comcast did not provide a reason for eliminating this service.  As a retired computer software executive from a FORTUNE 50 company, the cost of maintaining an existing service is not all that high.  Text messaging is a limited function service, the computer code already exists and likely no enhancements are needed.  Why not just keep it for minimal new costs and keep their customers happy?  Given their big marketing push for Xfinity Mobile, that is the only rationale that I can come up with.

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Frequent Visitor

Re: Voiceline Text Messaging Retirement Questions

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New Poster

Re: Voiceline Text Messaging Retirement Questions

One of the things I find a little ironic about all of this is that the latest round of advertising from Comcast/Xfinity is focused heavily on accessability for their services, and yet here they are removing an accessability feature from one of their services.

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Official Employee

Re: Voiceline Text Messaging Retirement Questions

Hi All -

 

First off, let me say that I'm sorry to see this feature go away as well.  Although I wasn't a heavy user of the feature myself, it definitely did come in handy at times!  I remember using it when I went out of the country... as long as I was connected to WiFi, I could still text message all I wanted. 🙂  

 

Xfinity Text Messaging was released at a time that unlimited text messaging was not as popular as it is now with most cell phone plans.  Since its release, we've seen usage drop dramatically as people moved to cell phone text messaging and other options like Facebook Messenger, Whatsapp, and numerous other platforms.

 

The service that Xfinity Text Messaging uses is no longer going to be supported by our vendor and there was no similar service which we could integrate with our platform.  We we had to make the decision around developing a completely new solution or simply retiring the service.  Because of the relatively low utilization of the service (a fraction of a percent of our customer base), we had to make the tough decision to retire it.

 

I do hope that those who still need a similar service are able to transition to something else that works well for them - while I can't recommend any specifically, other users in this thread have mentioned options that might work well.

 

Again, our sincere apologies to those who will miss the feature.  It was definitely a unique option to have with a landline phone service! Smiley Happy


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New Poster

Re: Voiceline Text Messaging Retirement Questions

Has comcast looked into parterning with a service that provides texting for existing phone numbers and offering that service to customers that want it at a discounted rate. 

 

Here is one example: https://www.zipwhip.com/pricing/ 

https://frontiertexting.com/residential

 

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New Poster

Re: Voiceline Text Messaging Retirement Questions

Get a google voice account. You can text right from your computer OR cell phone.  I use it at work with one supervisor who hates email but loves to text (crazy, but you know millenials). If you don't use it to make phone calls, it don't cost you a penny.

 

voice.google.com

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Frequent Visitor

Re: Voiceline Text Messaging Retirement Questions

I also looked at Google Voice. It will be my choice when the Xfinity texting goes away.

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Contributor

Re: Voiceline Text Messaging Retirement Questions

Google Voice 'might' be a very reasonable solution/option for some but when you've a 304 area code that GV doesn't offer porting and an exchange that won't port to XM it gets much more complicated.  I've sorted mine I believe working with the 'Accesibilty Group'. Wasn't an inexpensive solution BUT best that could be had. Having a number for 35+ years and wanting to maintain that was important!

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Contributor

Re: Voiceline Text Messaging Retirement Questions


@ComcastBecker wrote:

Hi All -

 

First off, let me say that I'm sorry to see this feature go away as well.  Although I wasn't a heavy user of the feature myself, it definitely did come in handy at times!  I remember using it when I went out of the country... as long as I was connected to WiFi, I could still text message all I wanted. 🙂  

 

Xfinity Text Messaging was released at a time that unlimited text messaging was not as popular as it is now with most cell phone plans.  Since its release, we've seen usage drop dramatically as people moved to cell phone text messaging and other options like Facebook Messenger, Whatsapp, and numerous other platforms.

 

The service that Xfinity Text Messaging uses is no longer going to be supported by our vendor and there was no similar service which we could integrate with our platform.  We we had to make the decision around developing a completely new solution or simply retiring the service.  Because of the relatively low utilization of the service (a fraction of a percent of our customer base), we had to make the tough decision to retire it.

 

I do hope that those who still need a similar service are able to transition to something else that works well for them - while I can't recommend any specifically, other users in this thread have mentioned options that might work well.

 

Again, our sincere apologies to those who will miss the feature.  It was definitely a unique option to have with a landline phone service! Smiley Happy


I find it really hard to believe that a Multi-Billion dollar mass communications congolmerate like NBC Universal/Xfinity (with all the resources at it's disposal) cannot locate a vendor to support the existing platform. In fact, there was a time for many months that the existing platform had issues which rendered the service unusable on PC for many customers. The "vendor" should've been replaced long ago. 

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Official Employee

Re: Voiceline Text Messaging Retirement Questions

I understand - I've been with Comcast for quite a while, and I have seen us continue to innovate and offer some really cool services - some of which have gone away over the years.

An examle of one such service was HomePoint - a home phone that allowed you to check email, assign virtual numbers and more. After awhile though, it didn't make sense to pour money (hundreds of thousands of development dollars) into a product that so few used as time marched on. Another example is our Personal Webpage service, which saw very low utilization after the launch of Facebook and other Social Media sites.

Xfinity Text Messaging is an example of one of those products I love, but understand why we are going to retire. As time went on, it lost relevance with most (but of course certainly not all) of our customers.
We want to continue to innovate and develop features that will positively impact the most customers possible. Although we are indeed a very large company, all businesses have to make decisions such as this.

I hope one of the alternative services mentioned in this thread are a viable alternative to meeting your needs!

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: Voiceline Text Messaging Retirement Questions

And notice they aren't going to reduce our bill either.  Less service for the same (if not more) cost. Doesn't sound like it's very beneficial to the end user...but COMCAST is all about the bottom line.

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Contributor

Re: Voiceline Text Messaging Retirement Questions


@ComcastBecker wrote:

Hi All -

 

First off, let me say that I'm sorry to see this feature go away as well.  Although I wasn't a heavy user of the feature myself, it definitely did come in handy at times!  I remember using it when I went out of the country... as long as I was connected to WiFi, I could still text message all I wanted. 🙂  

 

Xfinity Text Messaging was released at a time that unlimited text messaging was not as popular as it is now with most cell phone plans.  Since its release, we've seen usage drop dramatically as people moved to cell phone text messaging and other options like Facebook Messenger, Whatsapp, and numerous other platforms.

 

The service that Xfinity Text Messaging uses is no longer going to be supported by our vendor and there was no similar service which we could integrate with our platform.  We we had to make the decision around developing a completely new solution or simply retiring the service.  Because of the relatively low utilization of the service (a fraction of a percent of our customer base), we had to make the tough decision to retire it.

 

I do hope that those who still need a similar service are able to transition to something else that works well for them - while I can't recommend any specifically, other users in this thread have mentioned options that might work well.

 

Again, our sincere apologies to those who will miss the feature.  It was definitely a unique option to have with a landline phone service! Smiley Happy


Does Comcast realize this is going to result in many many customers quitting the phone service? Why pay for a truncated service? Apologies don't help those in need. Comcast is one of the biggest corporations in world and can certainly afford to keep this feature going