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Support XFINITY Voice Voice 2go FAQs

Introduction

Below are some frequently asked questions regarding Voice 2go.

FAQs

What is Voice 2go?
Voice 2go is a feature of XFINITY Voice that provides the ability to make and receive calls with your home phone number using the XFINITY Connect app. You can also create up to four additional personal phone numbers, provided by Comcast, for you and your family to make outgoing calls, send text messages and use the Advanced Call Forwarding service.
 
How can I activate Voice 2go?
Please see Activate Voice 2go.

How can I get the best experience when using Voice 2go?
Voice 2go can be experienced with any connection to the Internet through your XFINITY Connect app. We recommend using a Wi-Fi hotspot for the best experience with Voice 2go.  Note that standard data and/or roaming charges may apply, check with your carrier.

Where do I download the XFINITY Connect app?
You can download the latest version of the XFINITY Connect app from Google Play or iTunes.

What features does Voice 2go support?
The features of Voice 2go include:

  • Voice 2go Outbound Calling: Use your home or personal phone number to make nationwide calls from your iPad®, iPhone®, iPod touch® or Android device.
  • Text Messaging: Send and receive free text messages using your XFINITY Voice number.
  • Advanced Call Forwarding: With the XFINITY Voice Advanced Call Forwarding feature, you can automatically forward phone calls made to your home phone number with up to four additional phones or devices so you will never miss a call.
  • Personal Phone Numbers: XFINITY Voice also offers up to four personal phone numbers, which can be assigned to family members, and are separate from the primary account holder’s phone number. Personal phone numbers work within the XFINITY Connect app so you can make calls and text for free when on a Wi-Fi network, either in your home or on the go.

How do I make a call with Voice 2go?

  1. Download the XFINITY Connect app from Google Play or iTunes to your compatible smartphone or tablet.
  2. Sign into the XFINITY Connect app with your Comcast ID.
  3. If you haven’t already done so, activate your Voice 2go service.
  4. Tap the Call icon in the bottom left-hand corner of the screen, or from the left navigation menu.
  5. Dial the number you want to call.

Can I add someone to an existing Voice 2go call?

Yes, you can also add an inbound caller to your existing conversation within the XFINITY Connect app. When a new call is received, you have the ability to either place the existing call on hold or tap 'merge calls' to put both calls into conference.

How do I add and manage contacts in Voice 2go from XFINITY?
Your existing online address book in XFINITY Connect is available in the XFINITY Connect app and can be used to initiate a call in Voice 2go. Add and manage contacts the same as you would today within XFINITY Connect.

How does voicemail work?
Click on the XFINITY Voice tab within Voice 2go and you will be taken to the XFINITY Connect app visual voicemail view (this also includes all call logs). Remember to set up a voicemail pin to access your voicemails when you set up your personal telephone numbers.

Can I move between Wi-Fi hotspots when on a call?
No. Your call is restricted to the Wi-Fi zone you are in when the call is started.

Can I call people in other countries with Voice 2go from the XFINITY Connect app?
Yes, if you have added the international calling plan with XFINITY. Calling rates depend on the international calling package that you have on your XFINITY Voice home telephone number.

Can I travel abroad and use my XFINITY Connect app to call?
Yes. By connecting your smartphone to any Wi-Fi hotspot globally you can make a call with your XFINITY Connect app as if you were calling from your home phone.  Note that standard data and/or roaming charges may apply; check with your carrier.

Do I need a smartphone to use Voice 2go?
Without a smartphone you can still use the Advanced Call Forwarding features of Voice 2go to direct any call to your designated telephone. In order to download and use the XFINITY Connect app you must have an iPad®, iPhone®, iPod touch® or Android device.

How will caller ID for my personal telephone number be displayed?
Only the personal telephone number will display on the caller ID. In order to display a name, the receiver of the call will need to add the personal telephone phone number and associate it to a name in their local directory/address book.

Can I add a secondary user account to Voice 2go?
Yes, you can get four additional numbers that can be used by your family. Each of the additional numbers has access to the XFINITY Connect app and Advanced Call Forwarding.

Can I add Voice 2go to a secondary home telephone number?
No, at this time Voice 2go is only available for the primary home telephone number.

What iOS versions are supported by the XFINITY Connect app?
The XFINITY Connect app for iOS works on devices running iOS version 7.0 and above.

Are there certain iOS devices that do not work with Voice 2go?
Yes, Voice 2go will not work on iPod Touch first, second and third generation devices and iPhone 3G devices. In order to use Voice 2go it is recommended that users use iOS devices running iOS 7.0 or above.

What is my Security Personal Identification Number (PIN)?
Your Security PIN is used to verify your credentials when you first login to the Comcast Customer portal. You can have this emailed to you or sent by regular mail if you prefer. Once you receive the PIN, simply go to customer.comcast.com. After entering your PIN, you will have access to all of the exciting features of XFINITY Voice including Voice 2go.

How can I get access to my account in the XFINITY Connect portal if I have Skype Click to Call installed?
Simply turn off Skype Click to Call in your browser settings and you should be able to access the XFINITY Connect portal.

If my Advanced Call Forwarding destination number is turned off, what happens to my Voice 2go call?
If you have only set up one destination number for your Voice 2go number and the device for this destination number is turned off, the Voice 2go call will go directly to the destination number’s voicemail. If the destination number does not have voicemail, the call will be diverted to your Voice 2go voicemail.

What if I decide to change my home phone number after activating Voice 2go?
As this is treated as a phone number disconnect, this will cause all of your activated Voice 2go phone numbers to be removed. In order to activate Voice 2go service on your new phone number and add new personal phone numbers, please follow the steps outlined in Activate Voice 2go.

What happens if I have a seasonal account?
If you ask that your account go on a seasonal suspension, you will need to reactivate Voice 2go via the XFINITY Connect app once your service has been fully restored. Once the account has been suspended, you will lose all of your current mappings, as well as your personal telephone numbers (PTNs), voicemails and text messages.

Find this article at:

http://customer.comcast.com/help-and-support/phone/voice-2go-faqs/