Line issues? Dropped calls, unvailables

[JGAccurate]

Lately, I'd say within the past month, we've been having on and off issues with calls being dropped. Normally we chalk it up to the customer losing reception on their end, but we've had some strange occurances. For example: two customers on hold both dropping simultaneously. We've also had two reports of a customer calling in and immediately getting a "this number is unavailable", only to dial back moments later and get through.

Are these common issues that can be easily troubleshooted on my end? Or at least diagnosed?

Is there any sort of service available to alert us when the phones are down or not working properly?

[Comcast_John]

HI JGAccurate. We have engaged the Enterprise Support Team to address this issue.  

Thank You

[JGAccurate]

I'm not sure what that means. Should I expect a message? A reply here? Anything?

[JGAccurate · Accepted solution]

Still no word on this.

[JGAccurate]

Why is this still going ignored?

[MB]

We are having the same issues! This has been since early to mid April.  Customers are being dropped during transfer repetively.

Is there a software update or something that we need to install?

[Ane]

We keep getting "System Unavailable". Automated messages on our business line which is causing loss of business. Customers, especially new clients think our business has closed and are going elsewhere. This has been going on for months, maybe even a year. My business is suffering and I need help. Saturday we experienced this a rep came out and installed a new modem for the phone. Was thorough and helpful. Today it happened again. Should I take my business elsewhere since this problem is consistently happening? This not only happens when a customer tries to call in but also happens on our phone when we try to retrieve our messages.

[CCMichael]

Hello Ane and welcome to forums,

I apologize for all the frustration this is causing you and would like to do my best to help. do you recall the last time the voice equipment was power cycled? Do you notice if you are having internet connection issues around the time that the phone issue occurs? Do you have a PBX system routing your calls or do you only use the Comcast voice equipment? Are you able to note the phone numbers of the calls having issue connecting? Are all calls from certain numbers not coming through or just intermittent calls being missed? Please provide me with more details so I can assist.

(If you do have example numbers please send them to me via private message for your account safety. Thank You)

[Corrie]

For the last few months we have been having dropped calls in the middle of conversations, callers that call in and we can hear them but they cannot hear us. It is with diffrent numbers and phones in our office.  Also it happens with different customers that call in.

We have been through tech support with no fix in site.  We have jumped through all the hoops and are very frustrated. We are very close to going with someone else for our service as this is a business phone and we are losing customers due to this. No internet connection issues during these times.

[Comcast_Gina]

Oh goodness, that sounds really frustrating and I'm really sorry to hear that this has been ongoing for so long. Please click on my handle (Comcast_Gina) and send a private message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number to verify the account, and any other pertinent details so we can work on getting this resolved. 

[wamattox]

We too have a Comcast Business Voice system that has been unreliable since it was installed 3 years ago. Dropped calls, lost transfers, no ring incoming and MANY customer complaints. Literally days on the phone with support and, as seen in the responses above, it's always something that we are doing wrong. Not enough lines - bought more. Controller too small, upgraded. Internet bad - Comcast leased fibre optic lines. Reception phone wrong model wrong - replaced. Do we see that the system that Comcast specified and installed is always what's wrong and it's our fault?

And then the frustrating beyond belief questions "what number was calling" THE CALL DROPPED - HOW DO WE KNOW?, When did it happen? - ALL OF THE TIME, What extension was the dropped transfer to and when - ip sec. And then, look at your contract. Comcast has NO obligation for the system to function at all. I am having our legal counsel respond on whether that is even a legal provision in Colorado.

[Comcast_Anisa]

Hi there, thanks so much for taking the time to reach out to the Digital Care Team here through the forums. I am so sorry to see that you are having issues with your business voice edge system as this is not what we strive for. You have reached the right team to help make sure we get this taken care of. Can you please send us a private message with your name, the full address, and the account number?