What does it mean when it says the number you have dialed has calling restrictions

We are sorry the number you have dialed has a calling restriction that prevented the completion of your call

is what I now receive when I try to call my Visible phone which I have since I switched to Visible service when it was by invite to the service.

I have been through 4 chat sessions today, but the representatives seem to disappear or the chat window vanishes.  This is even after asking if anyone was out there every 5 minutes multiple times.

My phone service is currently active and paid.  My phone shows 4/5 bars with Visible as my carrier and the phone sees WiFi.

The issue started when I started receiving Walmart purchase shipping notifications every 30 minutes.  My foolish efforts by replying STOP or HELP were not delivered.  A day later (and 50+ walmart messages), I tried texting a friend but got Not Delivered.  I checked and could text my mother and girlfriend.

After picking up the package from Walmart, the messages kept on occuring.  That was when I contacted chat support.  They had me check my iPhone  6 Ios 12.5.5 to be sure it was the latest.  Mentioned the problem with the Walmart texts which started roughly on Tuesday Oct. 19.  They were going to try and reprogram my SIM and I was to power the phone off (it is in a nice waterproof sealed case, but the screen still cracked 😞 ).

Powered off the device and waited 15 minutes.  Received a flood of text messages about picking up my meds from Walmart Pharmacy and it looked like my STOP was finally sent.

My mother texts me on Sunday about why I am blocking her calls.  Thus begins another round of Visible support chat sessions which don't make much headway or has the support agents chatting back to be sure I was not forgotten say my every 5 minute "Are you there?  <TIME>"

They had me call a TAC number which completed.  During the sessions, I dragged out my emergency phone, charged it up and tried calling my Visible cell phone.  I received the message:

"We are sorry the number you have dialed has a calling restriction that prevented the completion of your call"

I have been told an order is stuck, but was offered no additional information or support.  Visible has my emergency and mother's phone number.  No emails from Visible.  Nothing.  Last they had referenced was needing some additional information.  That was when the chat window disappeared and I became stuck at #3 in the queue after 8 pm on today, Sunday.  

Visible, you need to keep customers assured that when a specialist is called in that you keep the chat alive with some paused message and/or some reassurance Visible support has not abandoned them or left them to some auto timeout without notification.

This call restriction even happens when the phone is off.  Nice trick.  Scrubbed my phone for any privacy restrictions but they were all off.  All the blocked number (only 3) were unblocked. And all but the last 2 voice mails have been deleted and then cleared from the deleted bin.

Strange the Greetings menu for my voice mail fails on reviving greetings.

Anyone have any ideas?  This looks like a higher level systems issue where possibly someone pushed an update which messes with the iPhone 6.  Or was there an unannounced update killing off the iPhone 6 like many third party apps?

Xfinity Mobile

• We're sorry, the number you...

Today is the first time this has happened, we are on a call hands-free driving in our vehicle, talking to someone, and the call drops and the recorded message above is heard.  This has happened with two different numbers, and neither of them is blocking our number.  We can then call the person back and it works.

Anybody experience this?  Anybody know why?

• Responses

Official Employee

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39 Messages

Thank you for reaching out! If you are still experiencing this issue please give us a call at 1 (888) 936-4968 or chat online at https://comca.st/3iMATQv and one of our dedicated mobile experts will be happy to look into this for you! 

I switched from AT&T this morning on my iPhone 13 and got the same message when I tried to call a half dozen numbers that are known to be working. My iPhone 13 has an AT&T virtual SIM that had not yet been deactivated. My Xfinity Mobile account is activated, and I made it my primary carrier. I got this error message for any calls I made for the first 10 minutes after inserting my xfinity SIM. After 10 minutes, the error went away and I was able to make calls normally.

@user_515ba7 

Thanks for the reply.  We haven't had any further issues, so maybe it was just a glitch.

I am also having the same problem 

It happened to me today during a call

I am having same problem. Now I am on the call with 3rd representative....

I've spent about 40 minutes with a two people in an off-shore call center and they're very courteous but had unable to help with the technical problems.

They had me reset all my settings which is problematic.

Now they're telling me I need to have another phone at hand so they can troubleshoot my phone. This is bizarre.

After 4 customer service reps over 2-1/2 continuous hours, I went over the to Verizon store and it took nearly another 2 hours to restore my business with them to get my phone reactivated, as Xfinity Cellular said that they weren't able to solve the issue after having me restart the phone several times, take out and reinstall the SIM card, stand in my backyard in the cold and repeat these steps even though I told them that I had 4 bars and the cell tower was a block from my house. The said the highest tier of support was reached for the day but someone would get back to me within 72 hours to troubleshoot. I lost a day of work because of this mess. My son said, "Why would you sign up for a cell phone carrier who doesn't have a proven track record." Smart kid.

I spent more than 2 hours talking to reps after I got the same message. Very, very frustrating. The problem is still there the next day. Havoto navigate the gate keeper recording who insists I do automated fixes that I have done twice two days ago is even more frustrating. 15 minutes to get to a live person, junior in the chain of command and needing to explain what all the more senior techs have tried to do is also frustrating. Three days without being able to make an outgoing call is long enough. [Edited: "Language"]

(edited)

Official Employee

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854 Messages

@user_a171b1 Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Please call or text 1 (888) 936-4968, or reached out to our secure online chat - https://comca.st/3LJBWNg - where an Xfinity Mobile expert is available 24/7.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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I am having this same issue ! I had no problems for 2 days then I charged my phone with a charger from my old phone that was from my Verizon phone and that’s when my issue started but not sure if it’s the reason it started but it’s the only reason I can come up with and we’ve tried every thing to fix it but nothing is fixing it not even a chat with the xfinity expert was able to fix it but I’m regretting my switch because didn’t realize how much I depended on Verizon for all things I use for my phone including my Verizon cloud and bunch of my subscriptions and voicemails and security features , which by the way my passwords have already been released with my shared data through xfinity and only took 2days after switching my secure data was shared so not happy about that , I never had to worry about any viruses or hackers or  secured data being shared  like my passwords to my banking apps but now I switched over and lost all my protection I was very confident in , I have to watch and figure out ways to set up better security features and figure out all the features I had and everything I relied on with Verizon and go through xfinity apps and features to find similar options but all things I had on my clouds are gone 

I am having this exact issue and have been on the phone for two days in a row and nobody can seem to fix what is going on. What am I suppose to do when I can't even call out

I took the phone to the xfinity store. Nice tech people. The wait time for getting helped was expected and acceptable. Tech called the hotline and after the tech performed all the suggestions that the hotline suggested, one hour later they hand my phone back to me. They performed some kind of partial factory reset. I lost some minor things like my screensaver picture, wallet credit cards, Apple Pay account info. I had to reinstall my facial recognition info and Re credential my credit cards and banking passwords. I now can make outgoing calls. I watched Avengers on the big screen while the tech worked with the hotline. Much less frustration than dealing with faceless accents that I have terrible difficulty understanding with my hearing aids on high. Face time at the store was less stressful and successful.

I moved my service from Verizon to Xfinity two weeks ago and now I cannot make an outbound call. I get the same message.

We're sorry, the number you have dialed has calling restrictions that has prevented the completion of your call, announcement 19

I have been on the phone for 3 hours trying to resolve.  I was given ticket number and told it may take up to 48 hours to resolve.  Going back to Verizon and port the number back.

@user_7570fb​ I am having the same problem today. I just switched to xfinity mobile yesterday and today I can't make any outgoing calls.

Recently switched four(4) phones from Verizon Wireless to Xfinity Mobile.  All four worked fine for three weeks then one of the phones suddenly was unable to make outgoing calls.  It can receive texts and calls but no outgoing calls at all.  So far we've spent about 2.5 hours on the phone over the last two days trying to resolve the issue.  No solution yet.  Got dropped from call three different times.  Not very professional.

Official Employee

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911 Messages

Thank you so much for taking the time to reach out to us. Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media, and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here: 
https://comca.st/3DW2qYW

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.

Official Employee

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250 Messages

Hey there, thanks for being part of our XFINITY Mobile family. I'm certainly sad to read you've been having issues with making outgoing calls on your new phones. We would love to help, however, we do not have the ability to review account specifics over social media. We do have a great help site, and you can review options here, comca.st/2VTDwYD. If you continue to have trouble, we would suggest contacting our Mobile experts via one of the following methods: • SMS Text Message: 1 (888) 936-4968 • Phone: 1 (888) 936-4968 • Chat: comca.st/2VSTyBT (which I know you've already tried) Our XFINITY Mobile partners are available daily from 7 am to 9 pm EST. I'm confident they'll be able to get this resolved for you. We're here 24/7 if you have any general XFINITY Mobile questions in the future.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.

Switched from Verizon to Xfinity Mobile yesterday, just discovered that my wife's phone can't make outgoing calls. Been on the phone with Xfinity for about an hour so far. She is telling me she is on the phone with Verizon and that this problem started on 4/7/2022. Sound to me like it's been going on for a lot longer than that. 

having the same exact problem - been on the phone with support for an hour. Anyone figure out a fix to this?

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What does it mean when it says a number has calling restrictions?

What does it mean when you call someone and it says they have calling restrictions announcement 19?