1-800-XFINITY hit & miss?

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lbmofo
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1-800-XFINITY hit & miss?

Post by lbmofo » Sun Jul 24, 2011 1:47 am

2 Ooma user friends told me that they couldn't call 1-800-XFINITY or 1-800-934-6489. I was at one's house so I tried and sure enough, I got a "dial the toll free number again" message. I tried a couple more times but same thing.

I then tried the Ooma app; that worked.

I came home and tried using my Hub & Telo; both worked fine. But Ooma app wouldn't. Huh?

After a while, app could call. But my Hub & Telo wouldn't.... Strange for sure.

I guess calling this number is a hit & miss. Anyone else?
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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just4fn
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Re: 1-800-XFINITY hit & miss?

Post by just4fn » Sun Jul 24, 2011 4:34 am

I could not connect from my telo or the app either
Ooma Telo, Hub.
1958 was a very good year!
No cell phone , no land line- just Ooma
all my eggs in one Ooma basket
I lied- my wife has a cell, but not me!! I like my privacy and not being attached to a phone.

BRIDGER
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Re: 1-800-XFINITY hit & miss?

Post by BRIDGER » Mon Jul 25, 2011 11:26 am

I was able to connect with the Telo but only after a 3-4 second delay after the ring tone. Tried another voip phone on same setup and heard the "welcome to" immediately without the ring tone.

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Bobby B
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Re: 1-800-XFINITY hit & miss?

Post by Bobby B » Wed Jul 27, 2011 1:33 pm

We're working on a route change for 1-800-XFINITY that hopefully should resolve the issue. I'll post when it has been done.
Bobby B

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Bobby B
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Re: 1-800-XFINITY hit & miss?

Post by Bobby B » Tue Aug 02, 2011 2:44 pm

This should be resolved now.
Bobby B

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lbmofo
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Re: 1-800-XFINITY hit & miss?

Post by lbmofo » Tue Aug 02, 2011 2:55 pm

Thanks Bobby.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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Bobby B
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Re: 1-800-XFINITY hit & miss?

Post by Bobby B » Tue Aug 02, 2011 3:00 pm

Hmm, maybe spoke too soon - I tried a few more test calls, and I was getting the "We're sorry..." message. We're taking a look at it.
Bobby B

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paladin252
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Re: 1-800-XFINITY hit & miss?

Post by paladin252 » Tue Sep 20, 2011 5:31 am

i get a similar issue when calling 1800-comcast. it sometimes goes through, other times i get a few weird noises, then it says the call could not be completed. this doesnt happen every time, but probably 50% of the time.

greened3
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Re: 1-800-XFINITY hit & miss?

Post by greened3 » Tue Sep 20, 2011 7:36 am

Another thing to keep in mind is that Comcast has regional call centers. I have Comcast in CT and FL. If I'm in FL, call 800- Comcast, and want to contact the CT office, I need to ask to be transferred. I'm new to Ooma and and have not yet ported my FL number. Since I'm going to use the Telo in both locations, I'm wondering what will happen when I need to call Comcast. Which call center will I be connected to?

thunderbird
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Re: 1-800-XFINITY hit & miss?

Post by thunderbird » Tue Sep 20, 2011 8:46 am

Did you try this:
ehl1 wrote: IMPORTANT UPDATE

Just called support line to get an update on my ticket, and there is some interesting info.
The report was as follows:
1) The issue has been found to relate to Caller ID blocking - and my setting was indeed set to block my caller ID on outgoing calls. We switched off that feature, rebooted the Ooma Telo, and lo and behold, ALL 800 #s went through first try, no issue(!)

2) In addition, it was reported that even with the caller ID blocking active, if you wait 5-10 seconds after the fast busy, the call apparently does connect (I never tried this and still haven't)

So there you go - short-term solution is turn off caller ID blocking, reboot Telo, and then you should all be able to complete the 1-800/866/877/888 calls. Ticket is still open as engineering is trying to figure out why this suddenly occurred, as we still should be able to have caller ID blocking active and connect toll free calls.

Hope that helps some of you
viewtopic.php?f=5&t=12455&start=30

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