Caller cannot hear me

I am truly sorry that you had that experience! I can't begin to understand how frustrating that must have been for you! If you do experience anything at all, please reach out and let me know right here. I would be glad to look at things with you and see what we would need to do to get it fixed. We are here 24/7 so you can reach out anytime! 

I called this issue in yesterday to Xfinity when, yet again, in the middle of a call, the person I was speaking with could no longer hear me.  I went over everything that has transpired over the last couple of years. The person I spoke with said he would elevate the issue and someone would call me back.  I am waiting to hear if they have been able to figure this out.  

@XfinityJosephB See my comment in about contacting Xfinity Customer service.  I am still waiting to hear something.  Can you help?

I HAVE HAD SAME PROBLEM FOR YEARS NOW COMCAST TRIED TO TELL ME IT WAS MY MODEM WAS OLD SO I WENT OUT AND BAUGHT NEW MODEM ARRIS SURFBOARD SVG2482AC I STILL HAVE SAME PROBLEM.THE PROBLEM IS COMCAST SOFTWARE FOR VOIP COMCAST NEEDS TO FIX THE ISSUE UNTIL THEY DO WE ALL WILL BE HAVING SAME PROBLEMS.

@XfinityJosephB Joseph,

Thank you for offering help.  It looks like there is quite a lot of us with the same problem and plenty more who suffer and do not complain.  What can you do to fix it? From my personal experience a lot of Comcast employees is eager to help but nothing happens except for general platitudes and we still have a problem.  For me a Comcast modem is not a solution.  I bought mine and it worked fine for quite a long time and the model is still on Comcast approved list.  From what I see the newest modem Comcast is pushing is not available at retail, even if I would like to buy it.  

@WittyUserName I can feel your pain because my telephone is still not working properly after countless technician visits and escalation to the main office.  The best diagnosis I got was from a guy in the Comcast store when I was returning a Comcast modem.  He asked me what was wrong and told me that this is not an equipment problem but a signal problem (too many modem events, insufficient signal strength and excessive signal noise-too many uncorrectibles).  He arranged for a visit from a very experienced guy who found few problems affecting the signal strength and told me that I most likely have a compromised cable connecting to the house which needs replacement.  I tried to arrange the replacement of the cable but nothing happened.  I gave up and it looks like Comcast gave up as well.  I have to live with whatever it is.  Internet is working most of the time fine and from time to time I have to apologize to my friends for a telephone malfunction.

My experience with Comcast customer services is dismal and it all goes down to who shows up at your door.  Some technicians are very knowledgeable and some know very little and have an attitude to begin with, it is our problem and they, Comcast is always right.  When I open my Comcast account and go to voice services next to my telephone number there is a message "Something has gone wrong".  I asked about it many times and nobody seems to know what the message means or how to remove it.  I still hope that one day it will disappear.

I hope you will have a good experience with your visit tomorrow and your telephone will start working the way we expect it to work.

Hello, @WittyUserName, how did your appointment go? Did our techs resolve the issue and talk to you about the issue? I have seen this issue happen because of a poor signal quality and a bad handset. It can happen for several reasons, and I know it's a pain when it does. 

I have been having similar problems for a year now.  When I call out, the phone conversation is fine.  When people call me, I can hear them but they cannot hear me.  This problem is intermittent.  When I call Comcast for service, they tie me up for 2 hours resetting my modem and variously pulling cables.  Sometimes, the problem just happens to go away on its own, and the customer representative takes credit for "fixing" if.  If the problem doesn't go away, they schedule a service call, but the problem may go away before the service person arrives.  In any event, the problem persists and it is NOT in my house -- not in the modem (which I rent from Comcast) and not in the cabling.  The problem is intermittent and is somewhere in Comcast's network.  The last time that a service person came out (and verified that everything in my house was OK), I asked him how this would be followed up and he said that he logged the problem in his service notes.  I asked him what the procedure was for someone to follow up, and he just smiled at me.  The net result is that I can no longer give my home phone out to people because they may not hear me (or my answering machine, if I am not home) when they call.  The problem persists and Comcast does not seem to have any mechanism for tracking it down, or even for escalating it.  

OFFICIAL XFINITY EMPLOYEE -- you need to do something to get high level attention to this problem.  I have stopped calling for service because it just wastes my time.  Your service people only know how to work on problems that are on my premises and you seem to have no mechanism for following up with problems that are in your network.  I am paying for a service that I cannot use because of this problem and I will not be renewing my plan when my contract is up.  There are MANY poeple like me out there.  We are tired of calling for service and not getting a positive result.  Your REALLY need to fix this!

Ever since I got comcast installed at my new house, in 2014, with all new cabling from the street to the house and through out my house this has been an issue.  I reported and reported the issue to comcast they always were blaming the wiring or something else.  I finally complained to my states Dept. of Telecommunications, who in turn contacted comcast executives.  They sent teams of techs to my house just about daily trying to determine what the issue was.  They have never fixed the issue in over a year and I was told it was their network and until it was upgraded that I would have to live with.  Hope that helps  those of you that are having this issue.  My recommendation is that you contact your state Dept. of Telecommunications and file a complaint then maybe if enough people do this comcast will do something about it given they are raising the rates for all the equipment that we rent from them.  I would switch today if there was another service provider in my area.  Good Luck in getting this issue resolved.

Hello, @user_178146. I sincerely apologize for the inconvenience this calling error is causing you. I would be upset as well if I kept having trouble hearing the person on the other end or vice versa' for this long.

I would be more than happy to help figure out the root cause of this problem once and for all. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

@user_64ghw2​ Could you tell us a little more about contacting the FCC?  Did you get results?

@mcbasket​ Sorry I should clarify. I've filed several FCC complaints against Comcast over a period of several years. I did not file a complaint about this particular issue yet because I have to first go through all the nonsense steps before I can file the complaint. I am waiting for a tech to show up today but I doubt they will be able to do anything. What is so freakin' aggravating is that I have to waste my time going through all the nonsense just to actually speak to a person. Once I get a live person which is usually outsourced to Asia, I sometimes cannot understand what they are saying. During tech support calls I get disconnected dozens of times using my cell phone because I can't call on my landline, obviously. Then I have to go through all the chat support nonsense each time the call disconnects because the support rep doesn't call me back. I then have to go through all the bull---t of unplugging, restarting etc., which is only a temporary fix. Just those steps mentioned above can take several hours which should only take a few minutes. Once the support rep realizes they can't fix the issue I have schedule service tech to visit my home which will not fix this current issue. Comcast issues can take days, weeks or even years to fix but I have to follow all the above steps before I can file a complaint with the FCC. After the tech visits today, I may or may not file a complaint? I am currently looking for a better voice service from another provider because I don't have time to play games with Comcast anymore. Comcast makes tech support issues very difficult for customers on purpose. Who has time to play these games just to get the service you're paying too much money for in the first place? To answer your question, yes, filing the complaints did resolve my other issues.

@mcbasket​ FYI: Comcast rebooted my Internet modem because they can't follow simple instructions. I told them my issue was with the voice modem (rented), not my HSI modem (not rented) so they rebooted both the voice and HSI modems anyway. Paying customers should have access to customer service within the USA. I cannot ignore the language barrier as much I try to give them the benefit of the doubt. Comcast time and time again has shown they put maximizing profits before customer service. Sorry for the rant but it needs to repeated until something is done about it. Okay, back to the issue. I just checked my HSI modem logs after the reboot. In just 2 1/2 hours of uptime my logs are filled with tens of thousands of uncorrectables. They are boosting the signals to compensate for all the signal drops. I suspect HSI modems are able to compensate for the dropped signals as where the voice modems cannot.

@fjbeiderbecke

Thank you for letting us know about this and posting this here through our Forums support page. I can see how important it is to have this working for your father. Can you send us a direct message so we can work through your account to help troubleshoot this, please?

Here's the detailed steps to Direct Message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

Hello @user_6326c7! I'm sorry to hear you've been having ongoing issues as well with your voice services and I'd love to work with you to take a closer look and see if we can get this fixed for you. Please send us a Direct Message with your first and last name as well as your service address so we can assist.
To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

It's hard to know if the problem is fixed for good, only time will tell.  Sometime nothing happens for some time and next every call is interrupted.   However, I have to admit that after another visit from a knowledgeable technician my signal is more stable.

@user_2479b2   I am sorry to hear that you have the same problem.  It is very frustrating.  My phone is behaving much better recently, especially after the last visit by Comcast technician.  What he did, he re-provisioned my modem and for some reason I have zero uncorrectibles.  Looks like it is all related to the upstream signal.  I hope you will be able to do something about your problem.  It is very unfortunate that we have to go through all those iterations and keep trying.

SEEMS LIKE EXFINITY KNOWS OF THE ROBLEM BUT JUST DOES NOT CARE. THEY JUST WANT OUR MONEY AND AS MUCH AS THEY CAN GET

u/user_2479b2 hi, thank you for messaging us here. Are you referring to your home phone services this is happening with?

No. This is happening with wireless service with Xfinity mobile. 

@user_2479b2, thanks for letting us know. If you're having any issues with your Xfinity Mobile service, I would recommend getting in contact with our mobile team so they can assist! They can be reached by: 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3GxA1Jl

Go ahead and try one of those methods, and they will be happy to help! Let me know if you have any other questions! 

Hello @user_93f232! I can definitely understand how frustrating it is to have service issues and this is never the experience we want for you. Please reach out to our Mobile experts for assistance! 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat: https://comca.st/3GxA1Jl

@XfinityJennifer​ This is not a mobile phone problem.  My original post refers  to an issue with the "landline" provided as part of the triple play.