New Contributor
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3 Messages
Caller can't hear me and dropped calls on Voiceedge Service
We have had numerous instances where we receive a call and about 3-4 minutes into the call, the caller can not hear us. Even if call this person back right after this happens, the issue still occurs.
I have also experienced where we receive a call and can be in mid-conversation and the call drops.
I have reached out to technical support and they have no idea why this happens, instead, they want me to call them each time this happens. This is a Business phone, and I don't have the time to call, wait for a representative explain the situation and then be told we have to monitor this, so please call us the next time this occurs. That's 15-20 minutes wasted in my workday.
Has anyone else experienced this?
CCMichaelM
Visitor
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226 Messages
6 years ago
Hey jquinones!
Thank you so much for reaching out to us on our Comcast Business Support Forum. I'm sorry to hear that you're having issues with your phone services. We understand your time is valuable and appreciate you taking time out of your day to get this matter resolved.
What type of lines do you have? We have many different types of voice service and I want to be sure I provide the right troubleshooting steps so we can find the problem.
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jquinones
New Contributor
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3 Messages
6 years ago
Total Business VoiceEdge - Phones are Polycom VVX 311 HD
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CCMichaelM
Visitor
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226 Messages
6 years ago
In that case, I'd need to take a closer look at the network and the Business Voice Edge system to ensure everything is working. Short of rebooting the phone and verifying the physical connections, troubleshooting your Business Voice Edge Polycom phones would require looking a little deeper. Please, send me a private message with the primary phone number, your address and, your full name for assistance.
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user_969005
New Contributor
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6 Messages
2 years ago
Why is every answer on this forum " Please send us a private message... "? What is the point of a community forum that doesn't show resolutions to issues and always refers people to contact your support privately? Our calls are dropping on the BVE desktop app. A few minutes into the call it just cuts out. This happens in the app only and especially when using the app remotely.
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PEAdmin
New Contributor
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4 Messages
2 months ago
Just so support knows, this isn't the only person this happens to. However, we are Business Voiceedge using Poly phones and not through the app. We call someone and sometimes it is immediate and others it might happen after being on the call for a bit. This has happened at least 10 times in the past 6 months. It is usually temporary and clears up after a couple of hours. It also only affects some of the phones at the same time. Most of our phones are not usually affected.
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