Xfinity Connect Mobile App

[sethgoodman]

I can't get Caller ID to work with the new Xfinity Connect iPhone app. (It also did not work with the previous Xfinity Mobile App.)

If I go to "Settings -> Voice Settings -> Caller ID" and try to turn "Caller ID Notification" on,  I always get the error message "Caller ID Notification has failed. Please try again."  I get this error for as long as I care to try. 

If I go to "Settings -> Notifications", the setting "Digital Voice Caller ID" is grayed out.

Background:

I've been a Comcast TV and Internet customer for many years. I upgraded to Triple Play last month, on May 16. Phone service worked great immediately, but was not integrated into my Internet or TV.  In other words, I had no Call Manager on the Web, Caller ID on the PC and TV did not work, etc. Three phone calls to support over two weeks got that all fixed.  I now have Caller ID on my PC and TV, as well as all the other integrated features.  The only thing that doesn't seem to be working is caller ID in the Xfinity Connect app.

I suspect something needs to be done at the provisioning level on my account, though user error can never be ruled out! 

[ComcastKchahal]

I see there is a provisioning issue on yoru account. 

Are you using the same account as the one you used to login on this forum - to log in to the application?

Also can you confirm if it's the primary ID you have.

[sethgoodman]

Thanks for your reply!

I think the answer is "yes" to both your questions. (Sometimes I'm such a newb!)

The email address listed in "My Settings"  here is my primary ID, and is also the one I  am using to log in to Xfinity Connect on my iPhone. Is that what you need to know?

[ComcastKchahal]

Okay. We are having our team look at it.I will get back to you soon

[mdcdsc]

My caller ID does not work with the new ap either.  I don't like the new ap at all.  The old one was beautiful.  Now my email is very hard to see, so much that I will just use the Apple email that comes with my IPOD.  The caller ID was my favorite thing with the old ap.  and now it doesn't work.  I have followed the instructions and turned everything on, but it just does not work.

[ComcastKchahal]

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mdcdsc wrote:

My caller ID does not work with the new ap either.  I don't like the new ap at all.  The old one was beautiful.  Now my email is very hard to see, so much that I will just use the Apple email that comes with my IPOD.  The caller ID was my favorite thing with the old ap.  and now it doesn't work.  I have followed the instructions and turned everything on, but it just does not work.

---

The Caller ID issue was due to an outage. It should be resolved anytime soon. Can yu log out and log back in. Go to app settings and in notifications and turn CAller ID off and on.

On email - what do you mean 'email is very hard to see' ? I would like to pass on this feedback to the team.

[sethgoodman]

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ComcastKchahal wrote:

Okay. We are having our team look at it.I will get back to you soon

---

Any update on this? It's been almost a week.

Just for argument's sake, I just uninstalled and reinstalled the app.  No change.

[sethgoodman]

I have updated to the new version of the app, 4.0.1.

Now when I go to "Settings -> Voice Settings -> Caller ID", there is a message that says "You must be subscribed to Universal Caller ID in order to receive caller ID notifications.", and the setting is grayed out. That's no help.

Originally, ComcastKchahal, you wrote this appeared to be a provisioning error on my account.  Is this still what you believe, or is it a bug in the app? If the former, would I do better to pursue this through other channels, such as the Comcast Direct forum on dslreports.com?

[ComcastKchahal · Accepted solution]

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sethgoodman wrote:

I have updated to the new version of the app, 4.0.1.

Now when I go to "Settings -> Voice Settings -> Caller ID", there is a message that says "You must be subscribed to Universal Caller ID in order to receive caller ID notifications.", and the setting is grayed out. That's no help.

Originally, ComcastKchahal, you wrote this appeared to be a provisioning error on my account.  Is this still what you believe, or is it a bug in the app? If the former, would I do better to pursue this through other channels, such as the Comcast Direct forum on dslreports.com?

---

Sethgoodman - this was due to a rate code missing on your account. We have added the rate code. Can you log out of the app and try again ? Do the same steps and confirm.

[sethgoodman]

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ComcastKchahal wrote:
Sethgoodman - this was due to a rate code missing on your account. We have added the rate code. Can you log out of the app and try again ? Do the same steps and confirm.

---

It works!!

I didn't even have to logout of the app.  When I went to the setup item, it was no longer grayed out.  I slid the switch to "ON", and received no error message.  A quick test showed success!

Thank you and your team very much for fixing this.

[ComcastKchahal]

You are welcome. Please continue to use the forums for any help you my need in future. If possible, please visit the iTunes app store on your device and rate and review the app and encourage others to also use the forums.

[mdcdsc]

The caller ID does work now.  thanks.

[ComcastKchahal]

you are welcome

[Delucaf85]

I'm experiencing the same issue as sethgoodman. My caller id feature is greyed out and says i need to be subscribed into the universal caller id feature. But I am.

Ive also noticed that the caller id feature no longer works for my televisions either. Ive been without caller id on my devices for months now.

Can I get some help to resolve these issues?

[test96]

I also have not been able to get the caller id function to work in the xfinity app.  It was working on a previous version.

Thanks!

[ComcastKchahal]

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Delucaf85 wrote:
I'm experiencing the same issue as sethgoodman. My caller id feature is greyed out and says i need to be subscribed into the universal caller id feature. But I am.

Ive also noticed that the caller id feature no longer works for my televisions either. Ive been without caller id on my devices for months now.

Can I get some help to resolve these issues?

---

  You need to call 1-800-COMCAST and ask them to add the Caller codes to your account. It seems like you are showing as unsubscribed with caller to TV and PC.

[ComcastKchahal]

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test96 wrote:

I also have not been able to get the caller id function to work in the xfinity app.  It was working on a previous version.

Thanks!

---

   can you log out of the app and try again ?

[test96]

I logged out and signed back in and it still didn't work. I tried the settings - notifications - digital voice and the settings - messages - voice settings - caller id
Neither worked

[ComcastKchahal]

Try this - try enableing and disabling the voice and email notifiations, and caller ID OFF and ON and then press update

[test96]

I can't change any of my notification settings. I get the "your request could not be completed at this time. We apologize for the inconvenience Please try again late."

[ComcastKchahal]

Someone is looking into your account and will get back to you here

[raugust]

I'm having the same issue as others on this topic.  My universal caller ID is working fine on my DVRs, but I can't enable it on within Xfinity Connect on my iOS devices.  I see the same greyed out option with the message "You must be subscribed to Universal Caller ID in order to receive caller ID notifications."  Could you perform the appropriate "rate code" addition or other option to get this working for me?  Many thanks.  

[schiarella]

I am having the same problem with the CallerID notification greyed out on mi iPhone... Can  you help?

[dpavey]

I am a triple play customer and caller id works everywhere but on my iPhone App.

When I go to "Settings -> Voice Settings -> Caller ID", there is a message that says "You must be subscribed to Universal Caller ID in order to receive caller ID notifications."

I am able to turn the caller id notification on but it returns with a message that it has failed and I should try again later. 

[painterfam]

This issue has returned for me too .. I have to delete and reinstall the app every week or so to get rid of the old emails (annoying enough) . but on yesterdays delete and install . I lost the caller ID. . even redid it. . nothing .. I like seeing who is calling my home phone on my mobile .. please help fix this ..

[Avitus]

Caller ID is also a grey'd out option for me. Has been since ios 6 release. I just upgraded to the new 4.1 release. Hoping this would fix caller id notification. Can you please set these caller codes for my account as well? Also as a side note: Was hoping the new update would include new iPhone 5 screen size adjustment, but I guess as long as they fix the problems I will be happy and maybe the screen size will get updated on the next update!

[ComcastKchahal]

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raugust wrote:

I'm having the same issue as others on this topic.  My universal caller ID is working fine on my DVRs, but I can't enable it on within Xfinity Connect on my iOS devices.  I see the same greyed out option with the message "You must be subscribed to Universal Caller ID in order to receive caller ID notifications."  Could you perform the appropriate "rate code" addition or other option to get this working for me?  Many thanks.  

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Hi raugust,

Can you please let let me know if you are able to turn on the caller id in the settings menu in Xfinity Connect Application.

Thanks,

Kchahal

[mdcdsc]

This works fine now.  Please stop sending this mail.

[raugust]

Hi Kchahal:

Yes, this was fixed a couple of months ago.  Comcast support found that I did have the correct provisioning associated with my account, but something had failed to "take."  They suggested re-pushing the configuration to my EMTA.  I had low expectations that this would work, but to my surprise it did fix my problem.  I'm now having no issues getting Caller-ID to work on my iPhone and iPad, and it correctly shows as enabled in the preferences in the Xfinity Connect App.

Rich

[Flyer526]

I can't get Caller ID to work with the Xfinity Connect iPad app.

If I go to "Settings -> Voice Settings -> Caller ID" the setting "Caller ID Notification" " is grayed out and it notes that I must be subscribed to Universal Caller ID.  I have the XFINITY HD Preferred Plus triple play.

If I also go to "Settings -> Notifications", the setting "Digital Voice Caller ID" is also grayed out.

I am seeing in this forum thread that this is a common problem with account coding. Please help. 

[schiarella]

Can someone take a look at my account? I have made multiple calls to the toll free number for assistance and no one has been able to help... I used to be able to access my voicemail using the Comcast app and my iPhone and I used to be able to view my voicemail with my browser but for weeks now I cannot and I am getting the message: Almost ready We're working on getting your account ready. Processing…

Activation of your XFINITY Voice features can take up to 48 hours....

[mrocco]

Since the newer version of the app, I have not been able to receive caller id for my home phone on my iPhone. It worked fine previously.

[MaeLynnArl]

I cannot get caller ID on my app on my iPhone or my iPad. I do get voice mail alerts on my iPhone and not my iPad. I used to appreciate knowing when I was missing a call at home, and I'd just call the person on my cell. The apps seem to recognize my phone number, I'm just not getting the caller ID alert.

[CCr8ter]

I have been trying to get my caller id to work again on my iphone app for about 5 months now.  It used to work just fine but one day just quit working on my iphone 5 back in October.  I've worked with probably 10 different Comcast chat representatives and have at least 4 escalations tickets and still no resolve.  Frustrating!

[Tbaffico]

Hi--

I too am having the same issue with my iPhone app. What do I need to do to fix it?

[mroeser]

I've been having this problem too. I used to get Caller ID notifications, but they stopped working after the app was updated several months ago. I've tried deleting and reinstalling the app, and I'm able to turn the "Caller ID Notification" to "ON" in the Xfinity Connect app's Settings->Voice Settings page, but no notifications. Help! It's a great feature that I really miss!

Mike

[MaeLynnArl]

I just got an email from Comcast directing me back to this thread. I was hoping there would be a helpful reply from someone at the company, but all I see is more people with the same problem as me. Thanks, Comcast. This would be funny if it wasn't so pathetic.

[Fredalina]

I'm having this issue exactly. I've tried to log in and log back out with no success. I'm also not seeing any caller id info on my Mac using the adobe air caller id application.

[ComcastKchahal]

Hi Fredalina,

Are you able to turn the "Caller ID Notification" to "ON" in the Xfinity Connect app's Settings > Notifications?

Thanks!

[Fredalina]

Hi ComcastKchahal,

The Digital Voice: Caller ID is set to off, and greyed out in Settings -> Notifications.  All other settings are set to on.

[ComcastKchahal]

Fredalina,

We will check your account and get back to you soon.

Thanks!

[mroeser]

Could you please check my account too? I'm still not able to see Caller ID notifications on my iPhone 4S.

[MaeLynnArl]

My caller ID Notification on the app on my iPhone 4 is actually set to ON but I don't get them.

[mrocco]

Can you check on the rest of us? I am able to turn it on in the app (not greyed out), still doesn't work, neither does on-screen (TV) at home. I inquired about that issue more than 2 weeks ago and this over a month ago with no resolution.

[MaeLynnArl]

Mrocco, I'm in the exact same boat as you. I've never had the caller ID show up at home on the TV. The caller ID on incoming calls worked fine on my iPhone for awhile, then stopped and hasn't worked since. I get notifications when I have a voice mail of the phone but that's it. It's weird because the app recognizes the account/phone number.

[Fredalina]

I just checked this morning and see that I'm now able to change caller I'd settings to on. Curious. May I ask what needed to be done on your end to get it working? It also seems that I'm not the only one with this problem. I don't recall if caller I'd feature is an extra cost. Thanks again! Now I'll be watching how it works, what the UI is like, etc... I'll also look to see I'd the adobe air app on my Mac will also start working. I'm really happy that you are available over the Comcast forums.

[ComcastKchahal]

Hi MaeLynnArl,

Please try logging out and logging back in to the app. Caller id should work on your account. 

Thanks!

[ComcastKchahal]

Hi Tbaffico,

Your account looks good. Please log out from the app and login back again. Caller Id should work for you.

Thanks!

[ComcastKchahal]

Hi Ccr8ter,

Your account looks good too. Please logout from the app and login back. Caller id should work.

Thanks!