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Swapped to a new Xfinity modem lost phone service

Contributor

Swapped to a new Xfinity modem lost phone service

I have performed and tested the swap to a new Comcast modem, but forgot to test the phone. Turns out this week was very peaceful as no sales calls.

 

but I do pay for and need the phone service.

 

I have performed the activation step with success, rebooted both phone and modem, moved the phone to the modem tel1 direct connect, had Comcast tech on chat working (with little details) but no dial tone. I also tried tel2 and walked the outside tel cable to ensure there was no dog re-wiring done. I do not have a old style phone so I can only test with a wireless newer type that has a base station that plugs into the tel port..

 

have a Comcast tech set for a visit this Saturday but still would like to resolve and call off the truck roll.

 

any help would be great thanks

Official Employee

Re: Swapped to a new Xfinity modem lost phone service

Hey @Fedge

 

I can check to make sure the phone is provisioned to the new modem on the backend. In order to assist you, please send me a private message including your first and last name as it appears on your bill. To send a private message click on my name "ComcastChe", then click send a message. 

 

 


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Contributor

Re: Swapped to a new Xfinity modem lost phone service

PM Sent - Thanks

Contributor

Re: Swapped to a new Xfinity modem lost phone service

Thought I would post a follow up as it is resolved 

two problems

first three days after modem swap - modem was not provisioned for voice

Contacted Comcast to validate provision

also started to trouble shoot by moving phone to modem

 

Mid week

Comcast provisioned

I moved phone back but plugged it into wrong jack (there are two)

 

So it appeared that at mid week there was still a problem

 

end of week

Comcast tech showed up and found dial tone at modem

tested the phone no dial tone

changed to other jack - dial tone

 

I should have snapped a photo of how it was before I tested

non active jack is now marked

 

There was a Comcast issue at the beginning that I wish I had been told about and that a adjustment was made so that I could have tested it. 

 

But I do have phone service and the tech was great as he tested other stuff that I mentioned. 

 

Now I can get those sales calls again during dinner 😤

Official Employee

Re: Swapped to a new Xfinity modem lost phone service

Thanks for the follow-up @Fedge. I am glad the tech was able to easily identify the problem as well as check for the other concerns you had. If you need anything in the future, feel free to reach out to us. Thanks for being a loyal customer. 


I am an Official Comcast Employee.
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!