Carol_53417's profile

Frequent Visitor

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11 Messages

Mon, Apr 18, 2022 9:15 PM

Home Phone Cutting Out

[Edit: Formatting] The sound cuts out so that the other party cannot hear me, though I can hear them. At first it was only occasional. Now it is with every call. Sometimes I can talk for 15 minutes before the trouble starts. Sometimes it starts right away and is relentless. Then I have had to tell people I will call back on my cell.  I tried plugging my wireless base int the modem to bypass my wiring. It did not help. I tried plugging an old fashioned handset directly into the modem. It might have been better but still cut out several times in one call. 

I am dreading going through the usual customer service process, starting with the Asia based call center reps, and moving through the system and diffent service reps to a home visit. But at least I hoped I could look forward to an eventual fix. But the posts on this forum are a bit discouraging. I hope the issue has gotten more attention since the earlier posts 3 months ago.

This post was created from this comment on different post
XfinityDevin

Official Employee

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731 Messages

5 m ago

@Carol_53417
Good afternoon!

Thank you so much for taking the time to reach out so we can address this concern with your home phone cutting out and making it hard to have a conversation when this happens. It sounds like you tried a few troubleshooting steps already and we appreciate that.

Do you have your home phone service connected to your modem in TELE-PORT 1 and is this for both incoming and outgoing calls?

Frequent Visitor

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11 Messages

@XfinityDevinC​ Thank you for responding. Yes my phone is plugged to teleport 1. Recently at least the problem occurred with all calls incoming and outgoing. Over the weekend I rebooted my gateway and have now been able to I complete 3 calls successfully. I am going to see if the system continues to work and for how long.  Previously I have restarted the gateway  for other reasons but then the problem was less consistent and so I was blaming other's phones. And I was not trying to diagnose. Hopefully this fix will last for a while. I will post if it does not.

 

Official Employee

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232 Messages

@Carol_53417 Great to hear that it has been resolved. Please do let us know if it something continues to happen and we will be happy to work with you.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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