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Poor Phone connection

Frequent Visitor

Poor Phone connection

Phone connection has become terrible. . those I've called have experienced static, people are getting only some of my words, and recently a call completely dropped. Checked trouble shooting. No help. My phone is connected directly to the modem  - so it is not my inside wiring - and all the appropriate modem lights are on. My phones are brand new with new batteries.

 

I'd really ratherr not deal with Comcast's non-service. Any of you gurus out there have a  suggestion or solution?

Service Expert

Re: Poor Phone connection


SuSu52 wrote:

Phone connection has become terrible. . those I've called have experienced static, people are getting only some of my words, and recently a call completely dropped. Checked trouble shooting. No help. My phone is connected directly to the modem  - so it is not my inside wiring - and all the appropriate modem lights are on. My phones are brand new with new batteries.

 

I'd really ratherr not deal with Comcast's non-service. Any of you gurus out there have a  suggestion or solution?


Try resetting the modem as a first step and see if that clears the trouble.  The link for resetting can be found here:  http://customer.xfinity.com/help-and-support/internet/power-cycling-your-modem/





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Frequent Visitor

Re: Poor Phone connection

Thanks. Tried that. . . no cigar. BTW, forgot to mention this is X-finity voice with the all-in-one modem only a few months old (July) and brand new phones (September.)

Any other suggestions?

 

Service Expert

Re: Poor Phone connection


SuSu52 wrote:

Thanks. Tried that. . . no cigar. BTW, forgot to mention this is X-finity voice with the all-in-one modem only a few months old (July) and brand new phones (September.)

Any other suggestions?

 


Your only other option at this point is to call into Comcast and register a trouble ticket for your poorly working services with the CSR who answers.  You may have issues outside your home that is causing the problems you are experiencing.

 

Ray 




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Frequent Visitor

Re: Poor Phone connection

Thanks. Comcast is coming out tomorrow. I got hold of a decent tech who understood I had done everything I could from my end. He did testing and found there was a problem with an incoming cable. so hopefully all will be resolved tomorrow. I will let you know the results..Thanks for your help.
Frequent Visitor

Re: Poor Phone connection

Still no working phone service! Great tech came out today and did everything he could possibly do to remedy the situation: checked the cables outside and found the signal was "too strong." Fixed that. Phone still not working right: digitizing speech; static; dropped calls. He replaced the modem/router ... Still a problem. In fact it dropped his call to me. He climbed the pole outside to test those signals and be sure the squirrels hasn't been gnawing on the wires. Again: signal higher than desired but no other problems.
So, now the Maintenance Team gets involved, coming out with the bucket truck to do who knows what! Got to say the tech that came today gave 110%, but frustrated that Internet and tv are fine but no landline (which, as I mentioned earlier, is plugged directly into the modem ... So not a problem with my internal wiring.) Keeping my fingers crossed. But again, very frustrated!
Service Expert

Re: Poor Phone connection


SuSu52 wrote:
Still no working phone service! Great tech came out today and did everything he could possibly do to remedy the situation: checked the cables outside and found the signal was "too strong." Fixed that. Phone still not working right: digitizing speech; static; dropped calls. He replaced the modem/router ... Still a problem. In fact it dropped his call to me. He climbed the pole outside to test those signals and be sure the squirrels hasn't been gnawing on the wires. Again: signal higher than desired but no other problems.
So, now the Maintenance Team gets involved, coming out with the bucket truck to do who knows what! Got to say the tech that came today gave 110%, but frustrated that Internet and tv are fine but no landline (which, as I mentioned earlier, is plugged directly into the modem ... So not a problem with my internal wiring.) Keeping my fingers crossed. But again, very frustrated!

 

Please post back when Maintenance Team shows up to work the issue and let us know how it turns out.   I have to admit, you are receiving great support!!!  

 

Ray




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Service Expert
Moved:

Re: Poor Phone connection

Post Moved to Customer Service Forum for Escalation to Comcast OE.