Log into the Xfinity My Account app on your Apple or Android device, and tap theVoiceicon at the bottom of the screen.
Select the service issue that you are currently experiencing.
The connection status of your Xfinity Voice modem will be checked, which may take a few seconds.
If your Xfinity Voice modem is online, restarting it can resolve many common issues. If you're currently using your Voice service, please finish up all phone calls; otherwise, any in-progress calls will be disconnected.
If you would like to proceed, tapRestart device. Restarting your modem should take about five minutes.
The My Account app will send a restart signal to your modem.
Once the restart signal has been sent, please wait about five minutes for the modem to light up again. Then, check if you can hear a dial tone on your Xfinity Voice line. If this fixed your issue, tapYes.
To exit Troubleshooting, tapDone. Then - you're all set!
If your Xfinity Voice modem is detected to be offline, please try powercycling the device to bring it back online by following these steps:
Unplug your modem from the power cord and coax cable. If there is a battery present, please remove it.
Wait at least 15 seconds.
Plug your device back in to power it on and reconnect the coax cables. If you removed the battery, place it back in. Then, tapOK, I've completed these steps.
Home Wiring Troubleshooting
If you already powercycled and/or restarted your Xfinity Voice modem, and the original issue still persists, please note that home wiring can affect your ability to make calls. Make sure all phones are on the hook and that any cordless phone batteries are charged.
If you are using home wiring, tapYes.
Try plugging your phone line directly into your Xfinity Voice modem. Find the port behind the device and plug your phone line directly into Tel 1, as pictured below. If this fixed your issue, tapYes.
Then, check if you can hear a dial tone on your Xfinity Voice line, which would indicate home wiring issues. If so, tapYesagain.
Additional Troubleshooting - Request Assistance
If you are unable to fix the problem, you will be provided with options to get a call back from a Comcast representative (to avoid being on hold) and contact@ComcastCaresvia Twitter.