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jessicag.pdg4kids's profile

New Contributor

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2 Messages

Thu, Jul 8, 2021 3:47 PM

Please bring back the old phone APP

We have soooo many issues with the voice edge app! When we were supposed to switch we hated it then and were able to get the old one back until they disabled it recently. We were told issues would be fixed, but we have constant problems with everyone in our 3 offices that use it! Yes, we have called Comcast about the issue and have had two tickets in #cr975020199 . We cannot be the only ones having issues!! It lags when answering calls. When we try to answer sometimes it will answer another call instead of the one we were trying to pick up. We can't transfer calls out to extensions so we have to type the phone number in. The app keeps ringing when you are on a phone call and even sometimes their voicemail will be playing in the background when we are on a call. Sometimes we won't receive calls and we have to sign out or end task and then sign back in. When there is a call coming in and we try to answer, it freezes up and will not let us answer the call only decline the call in order for it to stop ringing. When calling out the dial pad disappears to end the call or we can't end the call even if the buttons are there. When on a call that requires us to use the dial pad for options the dial pad will not work or it just completely disappears and won't let us use keyboard. When dialing a number to call out the number will be deleted if there is an incoming call. If a call is being transferred to any one phone it will not appear that a call was transferred and just show a different incoming call. We are just fed up with this app. Please fix immediately or bring us back the old softphone app. We are embarrassed of the amount of complaints from patients that call and the issues we are having.

Official Employee

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14 Messages

4 m ago

Hello there!  Thanks so much for taking the time to reach out to Comcast Business here on our Community Forum.  We greatly appreciate your time and want to make sure we are able to assist with a solution to this issue.  In these times, we fully understand the need to have services that function properly at all times at the benefit of your business.  We are glad to assist to have this taken care of.  Let's get started!  First, could you please send us a private message with your full name and account info?  That way we will be able to access your account to view any open tickets to get this remedied.  

New problem solver

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3 Messages

4 m ago

I agree with a call to bring back the old Softphone. Much more user friendly and easier to use. Star code features (*88, etc.) are the heart of how our switchboard works, and now I can cover the switchboard from my desk because these aren't available in the VoiceEdge app. Very dissatisfied with the new software for all the reasons the OP noted!!

Official Employee

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8 Messages

Hello, @KNielsen. I'm sorry to hear you're having difficulties with the VoiceEdge app even after troubleshooting on your own. I can only imagine how frustrated you must feel, especially when attempting to carry a conversation with a customer.

 

I would like to further investigate this issue by checking your signal since you mentioned your connection was lost for more than 12 hours. In order to get started can you please click the chat bubble in the top right corner and send a message to our "Comcast Business" handle?