VoiceEdge App not working

Since being forced to use the new VoiceEdge App I have had nothing but problems, it is the most unfriendly user app that I have ever used to date. I have created a comparison of this app and the old softphone app, which worked wonderfully – not sure why you are recreating the wheel so to speak but the new app is far from being usable! I purchased the Plantronics earbud, which was recommended for the softphone and was a bit pricy compared to others but it doesn’t work with the voiceedge at all as fare as using the buttons and the battery no longer lasts because I have to change my computer sound to the earbud for it to work.

	Soft Phone	Voice Edge
Incoming Calls	a window would pop up and I was able to either click on the answer icon or use my earbud button to answer	a small stip appears on the top of the app and I am not able to use my earbud button to answer

Incoming Calls	Got audio notification that a second call was coming in and if answered using the icon the fist call would automatically be put on hold	no audio notification of a second call coming in and if you are not looking at your moniter you have no idea there is another call and it would be missed

Audio	the audo would be set using the usb dongel and would only use batter when actually in use so the charge would last me a few day if not longer -and it never reverted back to the computer and I did not have to change my computer settings to the earbud	audio setting keep reverting back to computer setting and I have to keep going in to be sure the earbud is still selected as the preferred device and I have to set my computer settings to the earbud or else I get no sound and the mic does not work so no one can hear me - this uses the battery constantly and I have to recharge my earbud in the middle of the day

Responses

Comcast_Billie

Official Employee

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92 Messages

4 years ago

Hello and thank you for posting to our Xfinity Forums. I'm truly sorry to hear that you are having difficulties using the Voice Edge App and I would love to look into your concerns further to help resolve them. Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

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user_a11444

New Contributor

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2 Messages

4 years ago

Did what you asked and NOTHING - no help at all!!!

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Comcast_JoeTru

Official Employee

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25 Messages

Hi user_a11444. We'd certainly like help with the VoiceEdge App issues you're experiencing. We have not received a direct chat message from you. So that we can access your account and begin the troubleshooting process, please send us a direct chat message with your full name, business name, complete service address, and account number or phone number to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Let me know if you have any questions.

Like

Reply

4 years ago

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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?

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user_1337

New Contributor

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1 Message

6 months ago

I would like an update on this post too! I am experiencing similar issues with the App. My headset buttons will not register/function with the Comcast App. I also cannot select the app as the Default CallTo: Handler in Windows, or other applications.

Please Update! Thanks

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