Be Anywhere Call Hand-off Partially Working

I'm having an issue where the person(Ed) has their Be Anywhere set to their cell phone. When a call comes in, the customer can hear Ed but Ed cannot hear the customer. We've made sure all phone settings are appropriate and Ed doesnt have any other problems with his cell phone, just with Be Anywhere. Ed recently hired his son who's on the same cell phone and the same plan. Be anywhere on his son's phone works fine. This leads me to believe it's a problem with the call hand-off. How would I get this fixed? In the past when calling in, comcast support has always ended on "this is the fault of your carrier" even though there's no proof that's true.