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Caller can't hear me and dropped calls on Voiceedge Service

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jquinones
Visitor

Caller can't hear me and dropped calls on Voiceedge Service

We have had numerous instances where we receive a call and about 3-4 minutes into the call, the caller can not hear us.  Even if call this person back right after this happens, the issue still occurs.

 

I have also experienced where we receive a call and can be in mid-conversation and the call drops.

 

I have reached out to technical support and they have no idea why this happens, instead, they want me to call them each time this happens.  This is a Business phone, and I don't have the time to call, wait for a representative explain the situation and then be told we have to monitor this, so please call us the next time this occurs.  That's 15-20 minutes wasted in my workday.

 

Has anyone else experienced this?

Official Employee

Re: Caller can't hear me and dropped calls on Voiceedge Service

Hey jquinones!

Thank you so much for reaching out to us on our Comcast Business Support Forum. I'm sorry to hear that you're having issues with your phone services. We understand your time is valuable and appreciate you taking time out of your day to get this matter resolved.

 

What type of lines do you have? We have many different types of voice service and I want to be sure I provide the right troubleshooting steps so we can find the problem. 

jquinones
Visitor

Re: Caller can't hear me and dropped calls on Voiceedge Service

Total Business VoiceEdge - Phones are Polycom VVX 311 HD

Official Employee

Re: Caller can't hear me and dropped calls on Voiceedge Service

In that case, I'd need to take a closer look at the network and the Business Voice Edge system to ensure everything is working. Short of rebooting the phone and verifying the physical connections, troubleshooting your Business Voice Edge Polycom phones would require looking a little deeper. Please, send me a private message with the primary phone number, your address and, your full name for assistance.