New Member
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9 Messages
Time embedded in caller ID incorrect after power outage
After a three day power outage the time signal embedded in caller ID is off by an hour. Comcast support says they don't see anything wrong with the modem but I don't think the problem is in the modem. Have power cycled several times hoping modem would pick up signal from upstream but no joy. Anyone have any suggestions? Anyone else in greater Lansing Michigan area noticing same issue? Thanks.
Comcast_Airelle
Official Employee
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92 Messages
5 days ago
Thanks for reaching out. We can understand why that would be confusing, especially after a multi-day power interruption and several power cycles with no change.
You are right that this may not be a modem issue by itself. With Xfinity Voice, the caller ID time can be affected by the phone base/handset settings, the time zone or daylight saving time setting on the phone equipment, or the voice service signal being passed to the modem.
A good first step is to check the date, time zone, and daylight saving time setting directly on the phone base or handset, if your phone has that option. If it uses batteries, you may also want to remove the batteries from the handset, unplug the phone base from power, unplug it from the modem, wait a few minutes, then reconnect everything and test again with a new incoming call.
If the time is still off by exactly one hour after that, we would want to review the Xfinity Voice service from our side and check whether the caller ID time signal needs to be refreshed or corrected. Please let us know the model of the phone you are using and whether the incorrect time shows on every incoming call or only certain calls.
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Comcast_Chelsea
Official Employee
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52 Messages
5 days ago
@user_c6b714, I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. How to: Direct Message Within The Forum.
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