Cannot hear person talking with on landline,, but they can hear me

Plugging a corded phone directly into the modem did not work. At some point during the call, the person I was calling went silent. The timing of this sudden silence has varied greatly - from a few minutes to over an hour. They can always still hear me, but I have to hang up because I hear nothing.

Thank you for trying that for us @lauuic. I would be happy to troubleshoot that issue with your Voice service from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

We, too have this problem, which began only a couple of months ago ... after ten years of good service across several different gateways. It has taken me until today to determine that it's not due to our own equipment (by buying a new Panasonic cordless phone system).

Questions...

[o] Have there been recent changes to the VoIP protocols that Comcast/Xfinity uses that would cause "spontaneous half-duplex" operation?

[o] Is the Netgear CM2050V "Nighthawk" gateway still supported?

[o] How do I get the "Direct Message" facility to work? The link you provided just takes me to the Forums landing page.

Hello, user_ylouwm! Thanks for letting us know that you are unable to hear callers on your line. We are glad to help and will get to the bottom of this! I do not know of any recent changes to our VoIP protocol and your CM2050V is compatible with our service.

What troubleshooting steps have you tried aside from purchasing the new Panasonic phone?

The internet and phone service go hand in hand, is your internet service working well? 

You would need to be signed into the Xfinity Forums (upper right of the page) for the link to take you to direct messaging. Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. 

XfinityRay:

Thanks for the response, and roger the etiquette regarding direct messaging.

Internet service has been solid. As mentioned in my first post, we've been using the Netgear "Nighthawk" CM2050V for two years with an Orbi (Netgear) mesh wi-fi system as the front end to it, also for two years. (This is only the latest gateway/router configuration: we've had several others in the past twelve years.)

As for steps we've taken to troubleshoot the "other party goes away" problem...

[o] As mentioned previously, we've been using the Comcast/Xfinity voice service since 2012. There were some teething problems in the first year, but it has been solid ever since.

[o] My wife and I began noticing this current problem only about two months ago, and since then have confirmed with three different callers that they could still hear us after we stopped hearing them. After the first few instances of the problem, when we suspected we were seeing it we "transmitted in the blind", asking the party at the other end to call us back. On at least three occasions, those other parties have confirmed that they heard us ask for the callback and concluded (correctly) that we couldn't hear them.

[o] I then plugged in an older wired phone that we had lying around and tried using it for troubleshooting, but it had other problems so I bought a new two-handset cordless phone system.

[o] We have now experienced the "other party goes away" problem - and confirmed it with them - at least twice on the new system (with both of its handsets).

As you can imagine, it has taken quite a while collect the evidence that the problem isn't inside our house; the fact that a couple of other people have squawked it on this forum supports that. So, we would definitely appreciate suggestions you, and Xfinity at large, have for nailing it down.

Thanks.

Hello, @lauuic

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

@lauuic​ Have you solved this problem yet? I too have had this issue since Jan 26 (shortly after Comcast did some local "network upgrades" in our neighborhood).

In addition to upgrading my cable voice modem (CM1150V to CM2050V) for $300, I did the usual troubleshooting: restart modem, using a different phone system, checking cables, moving the jack to Tel2, etc. Even had a Comcast tech come out Feb 7 to check outside/inside configurations, but the problem persisted after he left.

If you were able to resolve this please let me know what was done. I really need my landline for work at home business use. Thanks!

Xfinity has done "service upgrades" on the system in the last months and we have been having more and more problems with people hearing us. I have done all the usual diagnostics (restarts, new phones, wiring). This is a VOIP problem brought on by some change with Xfinity.

Did a new phone cord fix the issue?