Our Xfinity Voice security feature, Call Trace, protects you against harassment from another caller, by tracing their number. This information will be available only to law enforcement officials with either a valid subpoena or another valid legal authorization. Learn how to set up Call Trace and protect yourself from caller harassment.
How to use Call Trace
- If you receive a harassing call, hang up. Wait 10 seconds and then dial *57.
- If the call was life threatening, or there is some other emergency, contact law enforcement immediately by dialing 911.
- If the call did not rise to the level of an emergency, contact local law enforcement on the local non-emergency telephone number to file a report.
- Or, chat with us for further assistance.
- Then call the Comcast Legal Response Center at 1-866-947-8572.
- The Comcast Legal Response Center will require the following information from you:
- Police Department case or report number
- Officer’s name
- Customer’s Name
- Caller’s Name
- Telephone number that is being called and number calling
- The Comcast Legal Response Center will complete a Call Trace report and fax the report to the local police department to add to the case or report file.
Call Trace guidelines
- Don’t wait to use Call Trace; it only works on the last incoming call.
- To maximize the chances of success, the trace should be made as soon as possible after the offensive call was received.
- Unlike most other features, Call Trace is automatically provisioned on all telephone lines, including lines without other features.
- Unfortunately, not all traces are successful.
- You will be informed of whether the trace was successful or not at the time you activate the feature.
- If you wish to get the number of the last person who called you, use Call Return instead.
- See Use the Call Return feature with Xfinity Voice for information on how to use Call Return.
Additional information
Visit our Online Support Center to find common solutions.
The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.
Need additional support? Ask Xfinity Assistant.