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New Member

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2 Messages

Tuesday, February 4th, 2025 11:05 PM

Caller and I can't hear each other when they call in and I answer on VoiceEdge desktop app with headset

If I make a call out, I can hear and talk to my contact and they can hear and talk to me as well.  If they call in, we can't talk or hear each other. 

I've been using a Plantronics headset and hadn't had issues until recently.

I made sure that the microphone and speaker are set to my headset.  I have reset the app.  I have uninstalled and reinstalled the app.  I've checked on my computer has my headset us the default, paired and unpaired it is well.  I've tested with my ear buds and they have the same issue.  I have no issue using the same headset with Teams calls. 

Any ideas?

Official Employee

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34 Messages

5 days ago

Hi there, @user_136087 I'm very sorry for the trouble you are experiencing with your headset. Are you having trouble with any other calls?-Richard

New Member

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2 Messages

Nope.  Internal calls work fine.  If they call me and I can hear them. It's just calls that are transferred that we can't hear each other.  If I don't have the headset on, it works fine.

Official Employee

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34 Messages

Thank you so much for your time today, @user_136087 . I do apologize, since it is working without the headset this does not sound like an Xfinity service issue, this sounds more like a laptop or headset issue.-Richard