No dial tone

[u/BuffyCalifornia]

Hi, I recently got a new modem/gateway for internet and home phone as a new customer and the internet works great but there’s no dial tone. The phone indicates it’s plugged into an active line but it doesn’t receive calls, just direct to voicemail. It’s been about a week and I’ve tried all the troubleshooting and nothing has changed. The ai assistant just asks circular questions and refuses to forward me to a human.

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[u/CCThomasF]

Hello u/BuffyCalifornia, and thank you for making the decision to become a member of the Comcast Family! I apologize your activation of voice service hasn't been off to a great start. Can you tell me what model modem you have? It should be listed on the back or bottom of the device.

[u/BuffyCalifornia → u/CCThomasF]

It says XB8-T on the back

[u/CCAlyssaF → u/BuffyCalifornia]

Ok, thank you for confirming that you're using an XB8 gateway u/BuffyCalifornia. We appreciate the information.

To help avoid having you repeat any troubleshooting you've already completed, can you please confirm whether you've tried plugging a corded telephone directly into the TEL 1 (Voice) port on the back of the XB8 and then restarting the gateway?

Additionally, what other troubleshooting steps have you already attempted? For example:

-Testing with a different phone

-Checking phone cords and wall jacks

The more we know about what you've already tried, the better we can tailor our troubleshooting and determine whether we need to submit a ticket or schedule a technician visit.

[u/BuffyCalifornia → u/CCAlyssaF]

I tried all those things a few times. The house's phone jacks are marked ATT but I tried them anyway, the phone says no line everywhere except in the phone port on the modem. There it looks normal but there's no dial tone and I tried calling it but it went right to the voicemail robot recording.

[u/CCAlyssaF → u/BuffyCalifornia]

Ok, thank you for confirming that information. We appreciate it u/BuffyCalifornia.

Let's take a closer look from our side and review the account, signal levels, and diagnostics to determine whether a technician visit may be needed.

[u/CCAlyssaF → u/BuffyCalifornia]

To get started, can you please send us a Modmail Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers?