Community Forum

ANSWERED: What to Do If You Can't Make Calls with Your Xfinity Voice Service

 No dial tone on your phone? Here is what you can do to fix it.

 

 

Try This First

No Dial Tone?
  • Make sure all phones are on the hook and that cordless phone batteries are charged.
  • Try to plug a working corded phone into different jacks to find out if the problem is isolated to one phone or one jack.

 

Not Receiving Calls?
  • Check the ringer on your phone to make sure it is turned on.
  • If the phone rings a half ring on incoming calls, Call Forwarding may be activated.
     
Need more advanced help? Follow the below instructions to troubleshoot your Xfinity Voice service with the Xfinity My Account app:
  1. Log into the Xfinity My Account app on your Apple or Android device, and tap the Voice icon at the bottom of the screen.
    The My Account app home screen with the Voice option at the bottom.  
  2. Tap Common Problems & Solutions.
    The My Account app Voice home screen with Common Problems & Solutions in the middle.  
  3. Tapping any of the topics displayed will provide more information about managing your Xfinity Voice service, including FAQs:
    • Understanding Account Numbers/Username and PINs
    • How To Set-up Your Xfinity Voicemail
    • How To Change the Number of Rings Before Going To Voicemail
      A list of Common Problems & Solutions with three options.

 

Troubleshooting Steps

  1. You will be asked to identify the problem.
  2. After selecting the item to troubleshoot, the app will run diagnostics. The app will initiate account, service and device level checks.
  3. Based on these checks, it will present options to correct whatever issues are occurring.
  4. You can reset modems, fix entitlement issues, be alerted when outages are resolved and more.
  5. The app will ask if the problem has been fixed.
  6. If the problem has not been fixed, please see the Additional Troubleshooting - Request Assistance section below for more options.

 

Begin Troubleshooting

  1. Log into the Xfinity My Account app on your Apple or Android device, and tap the Voice icon at the bottom of the screen.
    The My Account app home screen with the Voice option at the bottom.  
  2. Tap Troubleshoot.
    The My Account app Voice home screen with Common Problems & Solutions in the middle.  
  3. Select the service issue that you are currently experiencing.
    Troubleshooting screen with on-screen messaging: 'What seems to be the trouble?'; and three options beneath it.  
  4. The connection status of your Xfinity Voice modem will be checked, which may take a few seconds.
    Troubleshooting screen with on-screen messaging:

 

Online Troubleshooting

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, tap Restart device. Restarting your modem should take about five minutes.
    Troubleshooting screen with on-screen messaging:  
  • The My Account app will send a restart signal to your modem.
    Troubleshooting screen with messaging:  
  • 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, tap Yes.
    Troubleshooting screen with messaging:  
  • To exit Troubleshooting, tap Done. Then - you're all set!
    Troubleshooting screen messaging:

 

Offline Troubleshooting

If your Xfinity Voice modem is detected to be offline, please try powercycling the device to bring it back online by following these steps:
  1. Unplug your modem from the power cord and coax cable. If there is a battery present, please remove it.
  2. Wait at least 15 seconds.
  3. Plug your device back in to power it on and reconnect the coax cables. If you removed the battery, place it back in. Then, tap OK, I've completed these steps.
    Troubleshooting screen with messaging:

 

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, tap Yes.
    Troubleshooting screen messaging:
     
  • 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, tap Yes.
    Troubleshooting screen with messaging: 'Try plugging your phone line directly into the device.' 'Yes' and 'No' options are below this. 
  • Then, check if you can hear a dial tone on your Xfinity Voice line, which would indicate home wiring issues. If so, tap Yes again.

 

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 @ComcastCares via Twitter.

For additional information, see these FAQs about Xfinity My Account.
Troubleshooting screen messaging:


Still Having Issues?

Please follow the suggestions below to try and restore service:
  • Try to plug a working corded phone into different jacks to find out if the issue is isolated to one phone or jack.
  • Plug the phone directly into your Xfinity Voice modem to determine if the issue may be related to the wiring inside your home.
  • If you have two phone numbers with Xfinity Voice service, and only one is working, please contact us.
  • Check the lights on your digital voice modem (see below). Depending on the light sequence displaying, you may need to reset your modem.

 

 

What the Lights on Your Xfinity Voice Modem Mean

An Xfinity Voice modem combines your cable modem and analog telephone adapter. The lights on the modem indicate different functions; this explains what they mean.

Note: Here is a typical modem diagram:


Below are descriptions of these lights.


Telephone 1 or Telephone 2

 

Battery 1 or Battery 2

  • If your Xfinity Voice modem is equipped with two battery slots, only one battery is needed in order to receive up to 24 hours of backup power.
  • One of the battery lights should be solid if the battery is good and connected properly. Your connection should not be affected by the status of the battery lights as long as you have power to the modem*.
  • If the battery light is off and you have a backup battery inserted into the modem or connected to your modem (depends on modem model), make sure the battery is securely connected to the modem. If you do not have a backup battery installed, this light will remain off.
  • If the light is flashing, your battery is depleted and may not provide backup power in the event of an outage.

A backup battery can be installed in your Xfinity Voice modem to provide additional hours of service during a power outage. If your battery is missing or depleted and you would like to purchase a new one, find out more information on purchasing a battery.

Xfinity Voice Service Interruption

*If Xfinity Voice service is interrupted as a result of downed cables connecting to your home or cuts to other portions of our network (as can happen in cases of severe storms), the service will not function until those facilities are restored. Depending on the specific facilities impacted, traditional phone providers may be affected.

 

Recycle Your Used Battery

Detailed instructions for recycling your used battery.

 

 

 

Additional Resources: 

https://www.xfinity.com/support/articles/what-the-lights-mean-on-emta
https://www.xfinity.com/support/articles/troubleshooting-your-cable-modem
https://www.xfinity.com/support/articles/my-account-app-voice-mobile-troubleshooting
https://www.xfinity.com/support/articles/trouble-receiving-calls
Version history
Revision #:
5 of 5
Last update:
‎01-29-2020 11:25 AM
Updated by:
 
Contributors