Voice Mail

[mms4526]

I just switched to Comcast phone and internet from AT&T and the Comcast voicemail system will not recognize the "1" and "2" tones from my Vtech 2-line phone system.  Spoke with several people in technical support and their answer was that I need to replace my Vtech phone system rather than it being a problem with the Comcast voicemail system. 

I'm a bit frustrated as why could AT&T recognize these tones from this phone system and many other dial in phone systems (JP Morgan, American Express, many other 800 service numbers)  recognize the tones from "1" and "2" from this phone system yet the Comcast voicemail does not.  

Also very interesting that when I returned a call to technical support I had to put in the rep's extension and it had a "1" in it and the Comcast dial in system recognized the "1" when I dialed the extension but voicemail still does not.  Seems like a voicemail problem to me.  I asked that this problem be escalated to a supervisor and the supervisor even refused to acknowledge a problem with voicemail or speak to me.

[ComcastKeisha]

mms4526--

Sorry for the inconvenience. Have you tried accessing your voicemail from another home phone that isn't Vtech?Does our voicemail system respond to your cell phone? The reason why I am asking is because VTech phones are known to have issues with our VOIP services. The issue you are describing is one of many that customers experiencing using this particular manufacture of phone. 

[mms4526]

Yes I can access this voicemail from a non-v-tech phone, but still frustrated as V-tech is not one of the listed "problematic" phone systems on the comcast website. 

Additionally with respect to vtech being non-compatible with VOIP, I'm not comfortable with the answer being a vtech issue due to the fact that our v-tech phone has never experienced any other problems with other voicemail or other telecommunications systems recognizing the tones from "1" and "2" from these phones.  The exception being Comcast's voicemail.  This signifies that it is a comcast voicemail recognition problem not a vtech problem. 

The number tones for phones are an insudtry standard and vtech conforms to these industry standards as evidenced by the lack of problems with all other systems.  While can't Comcast solve this issue on their side? 

[ComcastKeisha]

mms4526--

I have escalated your concerns and the issue of the supervisor. Someone from your local market will be contacting you to soon to discuss this matter.

[lacig]

I have the exact same problem except it's with the #3 on an AT&T 2 line DECT 6.0.  Comcast recognizes the 3 when dialing phone numbers and even dialing calling features such as *63 and *83.  Yet once you get to a calling feature MENU, it does not recognize that the 3 is being pressed.  In other words, if a voicemail password contains a 3, it won't recognize it.  If a menu asks you to press 3 to turn a feature off or on, it won't recognize it.  It's quite bizarre.  The tone is an industry standard and Comcast switching equipment is obviously capable of recognizing it as set forth above.  But once you get to a MENU, Comcast must use different programming.  It acts as if you're not even pushing the button.  It does not seem to make any sense as to why the 3 is recognized in all other contexts except when using it within a menu.  There are no problems with other systems recognizing it (3rd party voicemail systems, typing in account numbers when calling credit card companies or other merchants).

[ComcastKeisha]

lacig---

Sorry for the inconvenience. I show that you currently have a repair open and our technicians have been unsuccessful in contacting you to resolve this matter. I have updated your ticket status to be contacted again. In a private message can you send me an alternate phone number/method to contact you and the best times (am/pm). So that we can get your issues resolved.

[mms4526]

We purchased brand new base of the exact same v-tech phone and have resolved the problem.  Who knows, it fixed it and now recognizes 1 and 2.

[Anon1448016]

I too have had this same problem and it persists.  I run a home-based office and use the comcast line to support all calls to my office.  Comcast's system does not recognize the "3" from my AT&T DECT 6.0 phone, whereas it will recognize the same input from a panasonic DECT 6.0 phone???  Very frustrating as I cant get into my voicemail personal options menu from my office line.  I have to ring it up via my cell and then change the greetings as 3 is the personal grteeting menu area.  Very frustrating and I feel your pain.  Comcast, can anything be done?