Community Forum

Service Outage

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New Poster

Service Outage

When is the service outage going to be fixed?  We've had no phone for days.  Thank you.

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Problem Solver

Re: Service Outage


@KatTap wrote:

When is the service outage going to be fixed?  We've had no phone for days.  Thank you.


"Where in the world is @KatTap "  You might provide your zip code and nearest major intersection.

Joe V
(not a Comcast employee, just another paying customer)
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Diamond Problem Solver

Re: Service Outage

Have you plugged in a phone directly to your modem to check for dial tone?

I am a Retired Official Comcast Employee
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Re: Service Outage

Sorry.  My zip code is 49221

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New Poster

Re: Service Outage

My phone is directly plugged into modem.  When I login to xfinity for the last 3 days it says service outage reported in your area.  No updates, no reasoning.  

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New Poster

Re: Service Outage

No phone lights lit on modem

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Problem Solver

Re: Service Outage


@KatTap wrote:

My phone is directly plugged into modem.  When I login to xfinity for the last 3 days it says service outage reported in your area.  No updates, no reasoning.  


So your internet is still working, since you say you're able to log into Xfinity?

Joe V
(not a Comcast employee, just another paying customer)
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New Poster

Re: Service Outage

Yes, internet working, wifi sporadic, phone not working and they say service outage in our area for the last three days.  

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Problem Solver

Re: Service Outage


@KatTap wrote:

Yes, internet working, wifi sporadic, phone not working and they say service outage in our area for the last three days.  


Interesting.  Maybe someone (Comcast agent or other) could enlighten us on how the phone service is handled over the Comcast network connection and where it might have trouble like being reported?  Is the phone service extracted by a router/server and routed differently which is where the issue might be?  Or, is it 'simply' the modem providing the phone jack which is having trouble?

Joe V
(not a Comcast employee, just another paying customer)
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Diamond Problem Solver

Re: Service Outage

Try resetting the modem (pull power). It may need re-provisioned

I am a Retired Official Comcast Employee
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New Poster

Re: Service Outage

I unplugged and waited 10 minutes and replugged - no phone.  I chatted with xfinity.  I gave him MAC address and he said that address is for modem without voice.  He said C6900.  I double checked the MAC and it was correct.  I told him both the box and the modem say c7100V.  He told me to call netgear.  I did.  They said modem is fine.  Called xfinity back and they sent me activation link text.  It said I had something to activate (even thought xfinity supposedly did that as I have internet).  I played along and am now waiting 30 minutes to see if I have phone.  So frustrating.  Oh and it still says outage in my area will be fixed asap. 

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New Poster

Re: Service Outage

Update:  I unplugged handset and rebooted phone.  Still no dial tone or lights on modem for phone.  I downloaded xfinity connect app to my cell phone and was able to make calls with home phone number using my cell phone so its something between xfinity and my new modem that says "for xfinity voice" right on the box.  Netgear cablem modem router with voice.  Model C7100V.  I guess I have to call them again!