Troubleshoot common Xfinity Voice issues

Find the problem you are experiencing with your Xfinity Voice service below. Then, try the steps listed in that section to fix it.

No dial tone

Issue

There is no dial tone when you pick up your phone.

How to resolve it

• Check connections and batteries: Make sure all phones are on the hook and that cordless phone batteries are charged.  
• Test different jacks: Plug a working corded phone into different jacks to see if the issue is isolated to one phone or jack.
• Direct connection: Plug the phone directly into your Xfinity Wireless gateway to check if the issue is related to the wiring inside your home.
• Multiple lines: If you have two phone numbers with Xfinity Voice service, and only one works, contact Xfinity.

Unable to make long distance calls

Issue

You can make local calls but are unable to make long-distance calls with your Xfinity Voice service.

How to resolve it

• Domestic calls — Double check the number.
• International calls — Follow the international dialing instructions in how to make international telephone calls with Xfinity Voice.

Still need help?

If the above steps do not fix your issue, chat with Xfinity for help.

Gateway incompatibility

The XB9 Xfinity Gateway does not support Xfinity Voice services. Members with Xfinity Voice service must use a different gateway. You can find your Xfinity Gateway model name on the sticker attached to the bottom or back of the device, or digitally through the Xfinity app.

If you received an XB9 Gateway, contact Xfinity to swap the device for a compatible gateway. If you picked up an XB9 Gateway from an Xfinity Retail Store, you can go to the same location to swap the device for a compatible model.

To see a list of Xfinity Gateways that support Xfinity Voice, see overview of Xfinity WiFi Gateway and Routers.

Additional information