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Can not get connect app.to call or receive calls

Frequent Visitor

Can not get connect app.to call or receive calls

Whats up with this app? Bought new phone. I can not call or receive calls from my comcast home phone.It worked fine on my old Android phone.
Problem Solver

Re: Can not get connect app.to call or receive calls

I do use the app a lot on my Android phone and so thought I would try to provide some information on things to look into which might help resolve your issue.

 

After opening the app up and selecting the Call option from the menu, on the call screen up at the top center where your Xfinity Voice number is displayed there should be a dot to the left of the number.  As long as that dot is red it means that the number can't be used to make or receive calls.  It needs to be a green dot before it will work.  

 

Another area to check, this one pertaining more specifically to receiving calls, is with the app open go to the Settings option, select Call Preferences, Call Forwarding, and after the screen has loaded with your configurations verify that the Xfinity Connect Mobile App is set to On.  

 

Hope this helps you out.

Frequent Visitor

Re: Can not get connect app.to call or receive calls

No The Connect app still doesn't work yes it is red so that's why it's not working. I just don't know what to do to get it to turn green
everything is on it's set in advaced call forwarding to five rings. I bought a new high-end model Asus phone I had to lower model Asus phone before and it worked fine I don't know how there could be a glitch in the phone it still uses the Android same system 6.0.1
I have it turned on an auto start manager so it's definitely kind of weird I really like the app because I am a cancer survivor but still talk to doctors all the time and sometimes they call my house and it's nice to be able to answer it on the cell phone but doesn't look like that's going to happen anymore. Thanks for your response I called Xfinity and talk to attack their he seems to think it's something in the phone I just can't understand what it could be in the phone?
Problem Solver

Re: Can not get connect app.to call or receive calls

First let me say congratulations on being a cancer survivor!

 

Appreciate your feedback regarding the initial items that I had mentioned as that does help to know all of those are set and good to go.

 

While I have seen some odd and strange things over time in this electronic field, at least as of right now I do feel as you that it can't or shouldn't be the phone itself as the cause of the issue.  

 

I have been thinking about your situation and trying some things out on my own Android phone and I have been able to duplicate your issue in the following set of circumastances.  If at the Android system level in Settings - Data Usage I go to Data Saver and turn it on, then when I am off of any WIFI connection using only cell data connection, then within the Connect App my normal green dot by my home phone number will be red.  It will stay red for a very long time and if I don't keep the screen active it never goes from red to green meaning the only way I can get it to be green and working in this situation is to keep the screen active for a long period of time.  Even if I do get it to go green, as soon as I put the cell phone down and let it go inactive and then wake it back up, the red dot is back and starts the whole cycle again of having to keep it active for a very long time.  

 

You might want to check that setting out just in case it somehow got turned on or even if it was turned on by default as that might be the issue.

 

Hope this helps out.

Frequent Visitor

Re: Can not get connect app.to call or receive calls

Find for me on Android 6.0, but after upgrading to android 7.0 can't receive calls on galaxy s7.
Problem Solver

Re: Can not get connect app.to call or receive calls

Interesting information to know. 

 

My own current configuration is a Pixel XL with Android 7.1.1 with the connect app being version 6.5.0. 

 

Prior to that I was using a Moto X Pure Edition with whatever version of Android came out before version 7 and whatever version of the app prior to the one listed above.

 

Hope this info helps out in some way as I've received and made calls with the app on both phones without any issues.

Regular Visitor

Re: Can not get connect app.to call or receive calls

I have a iPhone 5 and have had trouble for months. I finally reset my router and the call feature started to work. I then went into the router to put in a password and upped the security settings from the standard settings caused by the reset and my iPhone would not work again. I went back into the router and put the security setting to the standard mode and my iPhone worked again. Not sure if this will help you but you can give it a try if you have adjusted you router settings.

i am not happy with having the security setting at the standard mode but it seems to be the only way to get my iPhone to work with the connect app. The text and everything else works at a higher security setting but not the call feature...hope it helps.

I am still looking into my issue as for what I am paying a month and trying to deal with their online chat trying to reach them by phone is a pain! Good luck.

New Poster

Re: Can not get connect app.to call or receive calls

Same thing here, no longer can make or receive calls on my Galaxy S7 

 

New Poster

Re: Can not get connect app.to call or receive calls

I was having the same issue!! Red dot, well like you advised I went to my android phone settings/data usage/ and my data saver was on OFF. So I turned it ON and now my Xfinity connect is green..thank you very much =)

New Poster

Re: Can not get connect app.to call or receive calls

I was having the same issue!! Red dot, well like you advised I went to my android phone settings/data usage/ and my data saver was on OFF. So I turned it ON and now my Xfinity connect is green..thank you very much =)

Frequent Visitor

Re: Can not get connect app.to call or receive calls

Hard to believe that turning the data saver on would make the connect app work? Unfortunately I don't even have that option on my Asus Zoom. Only a data limit that will turn off my data after it reaches a certain amount. I was thinking maybe because this phone has a Intel processor which nobody uses might be the issue?
Problem Solver

Re: Can not get connect app.to call or receive calls

I am just trying to add some clarification to my earlier post so that it will possibly help provide further insight. The current phone that I use the app on is the Google Pixel XL, first generation, which at this time is running Android 8.1.0.  My cell phone carrier is Google Project Fi.  With the combination of phone and carrier, my version of Android doesn't have some of the modifications/changes that it would have through another carrier as it seems carriers do like to add their own particular flare to things.  

 

From the phone itself, if I go into Settings - Network & Internet - Data Usage, there is an option for Data Saver.  I keep this option set to Off by default as a personal preference because of the limited number of apps that I keep and use on the phone, I need all of them to function no matter how much data they may consume.  I do understand the potential need to have this turned on so that you don't run over your cell data cap and therefore am not saying it is a bad thing.  

 

If you can reach the above described setting, and if it is turned on, then you could potentially have issues with the app as noted in the postings above.  It was the only way that I was able to create the situation originally described.  To overcome the issue when at the phone level descirbed above where the data saver option is turned on, I have to change a setting for the app.  From the phone I go to Settings - Apps & Notifications - select the Connect App and go to Data Usage.  It is on this screen that I can turn on Unrestricted data usage because it is turned off by default.  By turning this option on it allows the app to use any amount of data it needs even though at the phone level the data saver option being on would prevent apps from doing this.  It is Android's way of allowing an exception to the otherwise normal rule at the phone level.  

 

In my case with the data saver turned off at the phone level, at the app level I can also have the Unrestricted data usage option turned off and the app work just fine.  

 

Hope this helps clarify everything for those that read this thread.

Official Employee

Re: Can not get connect app.to call or receive calls

Hello @gregdillon. If you are still having trouble making and receiving calls, after trying the settings adjustment mentioned in this thread, I can help further. Please send me a private message and include your full name, service address, and account number so I can assist you. 

 

gregdillon wrote:

Same thing here, no longer can make or receive calls on my Galaxy S7 

 

Frequent Visitor

Re: Can not get connect app.to call or receive calls

Had a recent upgrade to Android 7.1.1

phone part of app keeps shutting off when on wifi. never did before. I need this to work on wifi when I'm at my job and on their wifi.

Official Employee

Re: Can not get connect app.to call or receive calls

HI whip412, 

 

Were you able to check your settings and make sure they are as mentioned earlier in this thread? If you have and are still having issues, please verify your first and last name, and the phone number or account number associated with your services in a private message? 

 

To send a private message click on my name "ComcastChe", then click private message me. 

Regular Visitor

Re: Can not get connect app.to call or receive calls

I am experiencing the same issue.  I am a T-mobile customer who just upgraded from the Samsung Galaxy S4 to the S9.  I had no trouble with my S4.  However, with the S9 I have the red dot.  It remains red until I turn off WIFI.  It then turns green and will remain green when I turn WIFI back on.  At some point it reverts to red again.  It is sporadic and intermittent and I cannot figure out when or why it changes back to red. I have tried changing the data saver setting and it does not work for me. I must continually check the app to see if I am red or green.  This is very frustrating. Also,  I have a friend who just upgraded from the S6 to the S9 and is having the same problem with with Voice2go on his phone.  He is also T-Mobile.  Are there any other solutions I can try?  Thanks!

New Poster

Re: Can not get connect app.to call or receive calls

I was having the same issue as well with my Moto Z2Play but solved it like this: I went into Android settings, Data Usage, Data Saver (which is Off). I selected Unrestricted Data Access, which opened a list of apps on the phone that are allowed unrestricted data access. I scrolled down to Connect, selected On. I returned to Data Saver, which still says Off because only a few apps on the phone have unrestricted data access. When I returned to Connect, the green dot next to my phone number had returned. I can now make and receive phone calls using Connect.