VoiceEdge - Last Update from July 22nd, 2021 - interruption of service

We updated the VoiceEdge App today AM : since then we experience - all 22 phone units - the following: After you answer a phone call the call continues to stay on the below screen even after the phone call is over. We are also experiencing that even if you don’t answer the call the screen shows as if you did. Only to reset to the home screen to answer or make another call is to log out and log back in. Please see below:

Responses

CC_Kaitlan

Problem solver

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19 Messages

3 years ago

Hello, @user_d2fe60! I'm sorry to hear about any issues being experienced after the recent update to the VoiceEdge app! I want to make sure I don't repeat anything that hasn't already helped. Have the phones been restarted since the update? Do you have one device that you can work with to test uninstalling the app and installing it fresh?

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user_d2fe60

New Contributor

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11 Messages

3 years ago

Hi Kaitlan:

All desktops were restarter right after update was completed. That is when the issues started. We now carry all calls thru the landlines.

I do have option to work tests on a desktop. I will delete and reinstall fresh. Thank you.

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CC_Kaitlan

Problem solver

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19 Messages

Thank you so much, @user_d2fe60! Please let me know how it goes; we can absolutely dive deeper into this for you if this doesn't help.

I no longer actively support the Comcast Business Forum or work for Comcast.

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3 years ago

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user_d2fe60

New Contributor

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11 Messages

3 years ago

Hi Kaitlan:

Unfortunately your website is not responsive when trying to download the new version. See below:

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CC_Kaitlan

Problem solver

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19 Messages

Thank you for giving that a try! Please send me a Message and we can look into this a bit more closely to see what's going on. In your initial Message, please include your name, the Business Name, the Business Address, and the Business Phone number. Thank you!

I no longer actively support the Comcast Business Forum or work for Comcast.

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3 years ago

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CC_Kaitlan

Problem solver

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19 Messages

Apologies; please send me a Private Message by following these handy instructions!

To send a Message:
1. Click on the Chat Bubble icon in the upper right corner to access our new Peer 2 Peer feature!
2. Search for "Xfinity Support" and select "Xfinity Support" from the drop down list.
3. Type your message in the text area.
4. Press Enter to send!

I no longer actively support the Comcast Business Forum or work for Comcast.

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3 years ago

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user_d2fe60

New Contributor

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11 Messages

@Comcast_Kaitlan I have no responses for Xfinity Support" and select "Xfinity Support" from the drop down list.

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3 years ago

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Comcast_Armand

Official Employee

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45 Messages

Thank you so much for following up with us. Can you try signing in with your Xfinity username and password?

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3 years ago

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user_d2fe60

New Contributor

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11 Messages

3 years ago

Hello Comcast Support Team: 24 hours into the new update and the desktop app is not functional ...same issues as described yesterday. Please advise. If we try to re-install we cannot find place where to download the latest update.

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CC_Alisha

Contributor

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20 Messages

@user_d2fe60 I am so sorry you are still having troubles. Our team is here to help and will get this resolved. We will need a few private pieces of information on our side to troubleshoot further. Can you please send us a peer to peer chat with your name and address where services are located?

To send a peer to peer chat:

Click "Sign In" if necessary

Click the "Peer to peer chat" icon or https://comca.st/3vrfIHX

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

- An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window

Press Enter to send it

(Credit to @BruceW)

I no longer work for Comcast.

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3 years ago

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user_d2fe60

New Contributor

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11 Messages

3 years ago

So I follow your instructions ...I have comcast Business login information not working for Xfinity. What login shall I use???

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user_d2fe60

New Contributor

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11 Messages

3 years ago

When trying to reset password for Xfinity system says the email address is not recognized.

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CC_Alisha

Contributor

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20 Messages

Can you attempt to follow these steps outlined here: [retrieve your Comcast Business email](https://comca.st/3Bxbxhl)

I no longer work for Comcast.

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3 years ago

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user_d2fe60

New Contributor

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11 Messages

3 years ago

Let me be very clear: I can sign up in our COMCAST BUSINESS ACCOUNT web page and manage all business related issues.

I cannot log in the XFINITY page you are sending me to as it does not recognize none of the COMCAST BUSINESS credentials, user name a/o password.

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Comcast_AnthonyT

Official Employee

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30 Messages

I apologize that the residential steps were being sent to you, when you send the peer to peer message send it to Comcast Business, not Xfinity Support. Ignore the link in the previous message, you can find the peer to peer icon in the top right corner of your screen.

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3 years ago

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