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ssirois's profile

New Contributor

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3 Messages

Thu, Oct 29, 2020 11:00 AM

VoiceEdge phone keeps ringing

I'm working remotely and when I answer a call on the VoiceEdge app, the app continues to ring. The only way to get it to stop is to exit the app, but I have to keep telling people that I have to hang up and call them back. This just started today on version 1.33.0

Responses

Visitor

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2 Messages

6 m ago

My users are also having this issue, I have uninstalled, reinstalled, performed updates, given access through every firewall needed. Nothing allows this to understand the call is answered. We never had this issue in the old Comcast Softphone. Can someone give us some advice here? This is causing serious work disruptions.

Official Employee

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240 Messages

5 m ago

Hi, there! Thanks for reaching out to Comcast over forums! We appreciate you for your time and patience. We are doing our best to respond as quickly as possible during these challenging times. It is known that there may be delayed responses. I am sorry to learn that the phone keeps ringing with the voice edge app! To research this further, would you mind sending over a private message by clicking on my handle (Comcast_Gabe) confirming your first/last name, full address, and account number or a phone number linked to the account so I can help. This can easily be accessed by logging into our business website through this link https://comca.st/2Suk942. You will find your account number listed on the my account tab once you get logged in.

Official Employee

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348 Messages

5 m ago

Hi there, we are so sorry to see that you are having issues with your voice edge service and you have reached the right team to help. Can you please send us a private message with your name and the full address to the account? 

Visitor

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3 Messages

5 m ago

Hi Gabe, some of my users are reporting the same issue, I can send you a DM with our account number as well.

Visitor

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3 Messages

5 m ago

Hi, I don't seem to have a way to reply to PMs, only author new ones and the system is telling me I have reached my limit of PMs that I can send. Is there a better communication method we could use such as email?

 

To answer Comcast_Gina's PM to me, all our users are on Windows 10 and are using the latest version of the VoiceEdge app. This does not happen on every call, but it occurs more often than not. 

 

Official Employee

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260 Messages

5 m ago

Clearing cache and cookies on your browser can help get rid of that weird error. If you click one of our profile names do you see an option to send a private message? 

Visitor

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3 Messages

5 m ago

We're having the same issue. When answering the phone (Windows 10) it just keeps ringing. I can hear the customer, but the phone keeps ringing. Closing the app does not work for me, though. I have to open task manager and end the task. Then reboot with a full shut down (restart doesn't work). I have uninstalled and re-installed. It is frustrating because it seems to work fine for 5-10 calls, then it just goes to ringing non stop on the next call. I'm a little at odds about the techs asking people with this issue to private message them. Perhaps if they gave us the answer here, we wouldn't have to wait so long for support, and could get back to work.

Official Employee

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518 Messages

5 m ago

Thanks so much for taking the time to reach out to us regarding your business Voice Edge services. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I am sorry to hear that you are having issues with the line continuing to ring. I would love to help you get to the bottom of this. Can you please reach out through private message with your first and last name, business service address and account number or phone number? 

Visitor

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3 Messages

5 m ago

I have already reached out to support. Twice. I received a support ticket and everything. The first response, regarding speaker default issues, didn't come for over a week and he called on a Sunday, leaving a voice message because we were of course closed!! Really? He did call again on Monday. At 4:59 pm. Yeah, right at closing. Luckily for me, a different IT service helped me with that one a few days earlier. It's pretty bad when an outside company's customer service is better at helping with Comcast's VoiceEdge App than Comcast's own tech support. When I called a 2nd time, regarding this ringing issue, I was told that I was put on an important list with the top engineers and would receive a call within an hour. That was also more than a week ago. No call. Again, why can't you just give your customers the answer to this issue here? So, we can get back to work. Stop telling us to private message you and expecting us to wait weeks for a response that only appears to come when we're closed anyway. Just tell us what the fix is. We have work to do!

Official Employee

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240 Messages

5 m ago

Thank you for patiently waiting for a response. I am sorry to learn that you have had this experience and apologize for the inconvenience that this has caused you. As a business owner and a customer myself, I definitely understand the importance of having the Voice Edge services working correctly. We want nothing more than to get this fixed for you in a timely manner. I will do all that I can to rectify this experience as quickly as possible. In order to research this further on my end, I will just need to pull up the account. For the security of your account, would you mind sending me a private message by clicking on my handle (Comcast_Gabe) with your first/last name, address, and account number so I can take a look at what’s going on? This can easily be accessed by logging into our business website through this link https://comca.st/2Suk942. You will find your account number listed on the my account tab once you get logged in.

Visitor

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3 Messages

5 m ago

Hello Gabe. My name is Lori Younger with Carter2 Systems 2750 SE 39th Ave.
Hillsboro, OR 97123. acct: 925415901 - I use windows 10 on my laptop for the app. Hope you can give an answer that solves the issue.

Visitor

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4 Messages

5 m ago

Hi Gabe, 

My users are experiencing the same issue with the continual ringing as well. I'll send a DM with the requested information.

Visitor

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3 Messages

5 m ago

So I figured out at least my issue. The users who were experiencing this issue were all members of a hunt group (x3000). What was really happening is when a user called in and hit "5" i was redirecting the call to x3000. The users phone was setup to redirect calls to x3000 as well, so the user was caught in a loop.

 

The cause of this wasn't the users phone being forwarded in a normal sense though. On the top of the app under "Incoming calls" it listed Computer - Always ring; Desk Phone - Always Ring; and then the Hunt Group name also showed up. I had to click the slider to turn off then hunt group then it worked. This was on be default and didn't really have an explanation of what it was, just found it by luck.

 

Chris

Visitor

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4 Messages

4 m ago

My case has been escalated to tier 3, I was told this is an issue they're aware of and are working towards a fix. At this point the only solution/workaround they have is to force close and re-open the app.

Visitor

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2 Messages

4 m ago

This is a huge problem and I see it's been one for over a month.

 

Comcast, please do something!