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Caller cannot hear me, but I can hear the caller on landline

sam351
New Poster

Caller cannot hear me, but I can hear the caller on landline

I have a landline that rings, and is connected. when I answer it,  they cannot hear me, but I can hear them. Please advise. 

Duncan_Idaho
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

I'm having the same issue but it seems like it doesn't happen all the time.  No problem with calling out, just inbound calls.

Marym85
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Same problem with me. Just incoming calls cannot hear me

 

Pandirasdghtr
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Same here but this only happens when I call another Comcast user. I can call cell phones, and other land lines but Comcast users cannot hear me. I hear them fine. They can even call me and the connection is fine.
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

same issue. 

this issue just happen with xfinity landline to xfinity landline calls. 

when i call the other person... the other person is unable to hear me no matter how long we wait.

when the other person calls me... the other person can hear me within ~ 5 seconds. 

i can hear the other person the whole time (including from the start of the call) no matter who calls who.

 

did anyone get anywhere with this issue?

 

this forum thread is all that i could find other than a google forum thread which appears to be focused on xfinity voice but might include xfinity voice to xfinity landline.


One specific Xfinity voice number can't hear me on any device - Google Voice Community
https://support.google.com/voice/thread/45340768?hl=en

Duncan_Idaho
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

My issue with not being able to hear callers was always sporadic and recently hasn't been an issue at all.

escottdesign
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Same Here -- Just started happening for me (Septemeber 2020) as I can see it has for others as well. makes me think this is definitely a Comcast/Xfinity issue (rather than a problem with the handset).

Joannero
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

I am having the same issue. Has anyone found a solution?
escottdesign
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

The problem with my phone did get fixed after a few days. Not sure whether it was something unknown on Comcast’s end that fixed it or something that I did. The last two things I did were:

1. Reset the modem (this can be done remotely via the Comcast website).

and

2. In this order: 

A. Remove batteries from handset.

B. Unplug power adapter from base phone from slot on back of the base.

C. Remove phone line from back of base.

D. Leave everything disconnected for a few minutes.

E. Plug the phone line back in, and then plug the power adapter back in to the base.

F. Put the batteries back into the handset.

 

Good luck! Hope this works for you.

Bigjay1971
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Has this been resolved yet? I have the same issue. Even bought new phones.... same issue
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

No. Previous person mentioned a number of steps. None of them make sense except for resetting the modem. I did that... no change. Also we tried a different phone and phone line. We contacted Comcast... the rep said we'd have to get a tech to come out which costs $. Our other services are fine (250 channels and 350Mbps).
I'm willing to bet that a lot of people are having this issue.
mstankie
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Same issue here, been going on since September. Any resolution yet?

Norm1fc
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

having the same issue.   this is an intermitten problem.  I had comcast out 2x and they said the voice service was working.... but the problem continues.    This post has over 2200 views.   comcast needs to comment and help all of us.

mpltd
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

same problem.  Xfinity landline to another xfinity landline on an outgoing call. They cannot hear me. Incoming calls are fine. Calls to other than xfinity landlines are fine as well.

Spent 3 hours last night on xfinity tech support chat. Had three different agents. Each time they remotely reset the modem, i had to start the chat over. No help

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

We had a Comcast tech come out Thursday (2 days ago).
In short what made the difference for us was replacing the (internet and phone) modem.
After he replaced our modem with the Comcast modem then on both incoming and outgoing phone calls with other Comcast landlines we were able to hear one another right-away. Prior to replacing the modem, we verified that other Comcast callers could not hear us when they called our house landline.

I have a Netgear modem that is less than 2 years old (1 year warranty). It worked well with internet and phone for those 2 years. The Comcast tech reprovisioned and rebuilt the phone number on the 2nd line of the modem but no change in result.
He also tried another coax cable line (in part because there was interference which I believe he removed), another phone, and another phone-line direct to the modem but no change in result.
I plan to switch back to the Netgear modem but if the phone issue returns then I'll purchase another modem.

Considering how many people have reported this issue in the past couple of months, I can't help to wonder if there was an update applied to either Netgear modems or to the Comcast network to cause this issue.
When people respond please include the modem brand. Perhaps there is a pattern.

The Comcast tech did a great job.
mpltd
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

I am also using a Netgear  modem which is about 2 years old. The model number is cm500 V. 

mstankie
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

We have the same Netgear modem  model number is cm500 V. You might be on to something here. 

mpltd
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

I logged into the admin panal on the CM500V and got these recorded errors.

I have no idea what these mean, but "critical" cant be good...

I'm about ready to re-lease a modem from comcast...

 

 

Time

Priority

Description

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=b0:39:56:fe:d3:b0;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Tue Oct 27 17:14:23 2020

Warning (5)

Unicast DSID PSN startup error

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Warning (5)

ToD request sent - No Response received;CM-MAC=b0:39:56:fe:d3:b0;CMTS-MAC=58:97:bd:98:f1:5d;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

TFTP Request Retries exceeded, CM unable to register

Time Not Established

Critical (3)

TFTP failed - Request sent - No Response;CM-MAC=b0:39:56:fe:d3:b0;CMTS-MAC=58:97:bd:98:f1:5d;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Warning (5)

ToD request sent - No Response received;CM-MAC=b0:39:56:fe:d3:b0;CMTS-MAC=58:97:bd:98:f1:5d;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=b0:39:56:fe:d3:b0;CMTS-MAC=58:97:bd:98:f1:5d;CM-QOS=1.0;CM-VER=3.0;

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

I too have a Netgear CM500V modem and I too am seeing "Critical" and "Notice" messages regarding "Time Not Establised" such as 
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing

 

However I hesitate to list all of the messages on our Netgear modem because it has been disconnected from the Comcast network for a couple of days and I don't know which messages are from when it was connected vs disconnected.  

For those of you that are interested in listing your Netgear modem messages
1) connect PC direct to modem
2) browse to http://192.168.100.1
3) log in (default: admin / password)
4) select advanced
5) select event logs
6) copy and paste the event logs into the forum
Note: I recommend not including your MAC addresses in the forum.

 

I did a factory reset (via console login and holding reset button for 7 seconds on back) and the firmware version remained at V1.01.10.

 

We bought and are waiting for another Netgear modem (same model) to arrive.  I'm guessing that we'll experience the same issue.

 

Also I went to Netgear's site to see what the latest firmware version is and it states "Firmware upgrades are pushed down by your ISP. For more information, please see our Knowledge Base. "
ISP is internet service provider i.e. Comcast.
https://www.netgear.com/support/product/CM500V.aspx#download

 

According to this Netgear site the latest firmware version (for Comcast) is V1.01.10. 
https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...

 

I searched Netgear's support page and I couldn't find an issue / topic that resembles our issue.
https://www.netgear.com/support/ 
...so I created a new issue / topic.
https://community.netgear.com/t5/Cable-Modems-Routers/CM500V-with-Comcast-other-Comcast-landline-cal...

 

I am hoping we can determine if the issue is due to Netgear and/or Comcast and once Netgear and/or Comcast realizes it is impacting a large number of customers the issue will be assigned a high-priority.

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

In short, it would be helpful if 

1) people who have this phone issue with the Netgear modem to chime in with a ~ "me too" who have not already  

2) people who have this phone issue with a different modem to speak up so that I know not to 100% hijack this issue as a Netgear modem related issue 

3) someone who has purchased a Netgear product (it doesn't have to be this Netgear modem) within the last 90 days call Netgear and find out when the Netgear CM500V modem's firmware was updated to V1.01.10.  The Netgear phone number is 1-888-638-4327.  You will need to provide basic info (name, email, etc.) as well as the SN of the Netgear product.    

 

I just posted the message below on the Netgear forum that I provided the link to in the previous message.

 

No surprise... I'm getting the run-around.

I called Comcast (ISP provider) technical support.  I explained the situation and asked when the Netgear CM500V modem received the latest firmware version (V1.01.10) update.  The Comcast rep said that Comcast is not able to update the firmware on the Netgear modems so I should call Netgear at 1-888-638-4327.  I emphasized that I had explained the situation on this Netgear forum and I was told that the ISP updates the Netgear modems not Netgear.  The Comcast rep held firm.  I called Netgear and spoke to a Netgear rep asking him when the Netgear CM500V modem received the latest firmware version.  The Netgear rep said that he was in the documentation department, he was not able to view the firmware version release history, and because the Netgear modem that I purchased is more than 90 days old, I would need to purchase extended support (the least expensive is $30 for 2 months) to be transferred to the technical department that would be able to assist me.  I explained the situation which I believe is causing a great number of people this issue whom have Comcast ISP and the Netgear CM500V modem and I asked to speak to a supervisor.  He said that for me to speak to a supervisor I would need to be transferred to the technical department but he was not able to transfer me to the technical department without having purchased a Netgear product within the last 90 days or purchasing the extended support. 

No one seems to care that their product and/or service stinks. 

Now what?      

mclevins
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Just found this thread.  I have been having the same problem with another comcast landline number for about a month.  My modem is a relatively new (10 moths old) Motorola MT7711. I have been getting the run-around from Comcast.  I tried a new phone and it made no difference.  The other party got a new phone and a replacement modem from Comcast and it made no difference.  My next step is to lease a modem from comcast.  If it works then it must be my modem.  It it doesn't work then I'll conclude it's a comcast problem. 

 

Will repost with end result.

Bigjay1971
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Sorry to say, but it is a comcast problem. My modem is leased through them.
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

While I believe that this problem is probably in part due to a change in the Comcast network... until it is proven Comcast will not resolve it. That is what several of us who are responding are working towards.
Of course this problem could be different for different people i.e. for me it could be the (individual) modem that I had (since when Comcast replaced it with their Arris modem the problem went away); whereas for you it might be that your signal has interference in it.

Anyways we had a Comcast tech come out. It cost us nothing. Comcast told us it would cost us nothing prior to the Comcast tech coming out. He checked the signal, removed the interference in the signal, ruled-out all possible causes, etc.

In short I recommend that all who have this problem get a Comcast tech to come out (for free) and help.

I received my replacement Netgear modem so I'll respond a little later with how that goes.
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

I got the new Netgear CM500V modem activated and I'm having the same problem.
As a reminder I had the problem with the old Netgear modem, a Comcast tech replaced it with a Comcast Arris modem and it resolved the problem. I received a new Netgear modem and the problem has returned (when I call another Comcast landline the person can't hear me).
I plan to can Netgear tech support in the near future to see if they can figure out what's going on.
roseoftralee
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Having the same problem with a leased comcast modem, Arris TM502G

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

The Comcast modem that the Comcast tech replaced my personal Netgear modem (CM500V) with is an Arris TG1682G.
I haven't had time to can Netgear yet to get them to look into why the new Netgear modem is having the same problem. However because you're at least the 2nd person to say that you're having this issue with a different brand modem it's seeming more like a Comcast issue. Good luck to anyone that tries to convince them of that and help solve the issue!
tagoldstein
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Having the same problem. I'm also using the Netgear CM500V modem

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

I don't have much to report but I wanted to share...
Last night I called Netgear and after 3 hours (1st call was dropped on their end and no one called me back after I finally got thru to the right dept) I spoke to someone in the CM500V voice dept. I told him all of the details (including the URL to this forum) and asked when the latest firmware version was released. He did not know and claimed it was under Comcast control. I said OK but at the least Netgear releases the firmware to Comcast so when did that occur. He said others with the CM500V are reporting this issue (not being able to hear one another and calls dropping when connected to another Comcast landline) and he'd get back to me in 1 or 2 days via phone and/or email.

I'm sure that the more who call the more attention this issue will receive... but as a reminder you must either have purchased any Netgear product within 90 days or have purchased extended support (which costs $30 at the least).
Last I'm not advising this... but Netgear "should" be putting a very-high priority on this issue and all that Netgear asks for prior to allowing people thru to their tech support is the modem SN... which one could obtain from an unsold modem in the store e.g. Best Buy.

I'm hoping that for those that are having this issue with other modems they'll 1) have a Comcast tech come out to confirm the cause is the modem and 2) if Netgear figures out what the cause is then that info will help Comcast or other modem manufacturers to resolve their issue as well.

As a reminder the Comcast modem (Arris TG1682G) that I was using in between the old and new CM500V modems did not have this issue so at least some modems work as expected... which does not clear Comcast of being the cause of this issue; however it does indicate that modems should be capable of working as expected. What remains to be seen is where - on the modem or on the Comcast network - the change needs to be made to resolve the issue(s).
tagoldstein
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

I'm having the same problem, with the same modem (CM500V) during the same time frame.  The odd thing is that it always happens with the same phone numbers that I call.  They are all Comcast subscribers, but I have a friend that is also a Comcast subscriber and they hear me fine when I call.  That is very odd. 
I've been on the phone with Xfinity advanced tech support twice.  They've tried to fix the problem, but have not been able to fix it. 
Tomorrow I'm having an Xfinity tech come to the house.  I will report what I find.  I have a strong feeling I will just have to purchase a new modem.  Thinking about the Arris SBV3202.

Bigjay1971
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

It's a comcast problem. I have an Arris and have the same issue.
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

I've already responded to a similar comment that you made.
In short the problem seems to depend on the modem... but the change needed could be on Comcast's end.

Which Arris model do you have?
Have you had a Comcast tech come out and troubleshoot including swapping out the modem?
tagoldstein
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Update to CM500V modem problem.
Well, after 4 different calls to Xfinity tech support and extensive research I had a Tech visit this morning.  He appreciated me telling him about the possible connection between the problem we've been having and the Netgear CM500V modem.
After a couple of checks he agreed that it was a modem problem.  He switched out the modem to an Xfinity modem and voila, no more problem! I made some calls and could be heard by the same people that were unable to hear me when I used the old modem.  Unfortunately I couldn't find any other identification other than it being an Xfinity modem. No Arris or any other brand name label.
Since I won't be charged for the Xfinity modem until I have it for 30 days, I will use it for a few days, just to make sure it permanently solved the problem. Then I'll cancel it and probably buy the Harris SBV3202.

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

Glad to hear.
It's not a big deal... but I'm surprised that there's no brand or model on the Comcast modem... not even on the bottom? One other way to find what modem you have is to download the Xfinity app and login. For me when I 1st open the app it states
Netgear CM500V Online.
If you have Android then here is a link to the Xfinity app
https://play.google.com/store/apps/details?id=com.xfinity.digitalhome
jbryan2
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

Ours cuts out for perhaps as long as a minute, then comes back.  It's really annoying.

 

It also hangs up randomly.

 

is60657
New Poster

Re: Caller cannot hear me, but I can hear the caller on landline

For the last month or so, callers can't hear me when I call them. Not sure if it's everyone, but certainly two numbers I know that are also Xfinity numbers. I have a Netgear AC1900 C7100V.

 

I've tried to get through to Xfinity on chat a few times today to resolve it with no luck.

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

If power cycling the modem and swapping out the phone and phone line don't resolve it then I'd ask them to send a tech out for free or go get a Comcast modem for at least long enough to test it out / see if the modem is the issue.

I opened a support ticket with Netgear 6 days ago. I'm hoping that it's an issue on Comcast's end that Netgear can help them recognize or it can be fixed via a modem firmware update... but as I've said before not all modems are having this issue.
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

it took 20 days but netgear responded for the 1st time to my support ticket... asking for basic info that i provided in the past.  i provided it all and hope to respond back in less than another 20 days.  

JonDeutsch
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Same problem here. Arris modem.

 

Besides renting an Xfinity modem (no!), is there another solution? 

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

If you have a tech come out and confirm it's the modem then you can buy that brand/model modem with confidence it'll work. Even if you have them leave the modem you can return it anytime.
mclevins
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

I posted to this thread on 11/5 about the person-called-cannot-hear-me issue.  After exhausting all options under my control to get the problem addressed, I escalated the issue by filing a formal complaint online with the CA Public Utilities Commission on 12/7.  They evidently referred the issue to Comcast because I got a call from Comcast corp headquarters this morning.  After being briefed, (including reference to the many posts on this thread)  the fellow said he would look into it and get back to me in a few days (where have I heard that before?).  I also sent a written letter to the Chairman/CEO of Comcast Corp.   I will psot again as to outcome of these communications.  

 

I encourage all to file complaints to your state utilities commision and the CEO of Comcast.  Maybe the "squeaky wheel" technique will get results.

JonDeutsch
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

This is excellent. Can you share contact information?
mclevins
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Brian L. Roberts, Chairman & CEO

Comcast Corporation

Comcast Center

1701 JFK Boulevard

Philadelphia, PA 19103

 

The CA PUC Consumer Protection Branch website has a link for filing complaints online.

mclevins
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

 Follow-up to my most recent post: Comcast was able to fix the problem re the local area code number I had the problem with.  The rep said they found a problem with the advanced call forwarding setting in their system.  They deleted it and re-installed it.  The local person I call can now hear me.  The problem still exists for a long-distance number (different area code) I call.  The rep said they would continue to work on the problem and get back to me again.  Progress ...

sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

that's weird.  

did the rep say what the difference was between "advanced call forwarding setting in their system" and "advanced call forwarding setting that we can edit on their website or in their app"?  

in https://connect.xfinity.com/voice/settings/callforwarding i see 'type' is 'home phone' and lists <landline number> but while i can turn it on or off i can't delete it. 

i feel as if this change shouldn't impact this issue.  was this a consistent issue (with the local number) and it is no longer an issue?  

if anyone else tries this and it works (even if for one / local number) please let us know.

JonDeutsch
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Well I'll be!  I turned off all advanced call forward options, then slowly turned each one of them back on...and now when I call myself from my cell phone (same area code), I hear myself answer.  Now to test long distance #s....

JonDeutsch
Regular Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Well I'll be! It works for long distance calls too! A solve?
sferrell_615
Contributor

Re: Caller cannot hear me, but I can hear the caller on landline

i did this too (steps below).  

2 weeks later i realized that the problem had been resolved.  i just had the problem with a local comcast number (that i was aware of) so unable to test with a remote number (unless someone wants to private message me; i'm willing to test).  

i had a ticket open with netgear so i wasn't sure if the problem was resolved from netgear or this comcast change.  however, netgear sent me a message on the 27th stating that they're still working on it... then 1-2 days later closed the ticket out of nowhere.  

hence, i'm willing to bet that this comcast change resolved the problem (again for me with a local comcast number).

 

browse to https://connect.xfinity.com/voice/settings/callforwarding 

login (if needed; perhaps re-browse to the address above thereafter)

remove all numbers except 'home phone' 

disable 'home phone'

enable 'home phone'

perhaps remove 'selective call forwarding' numbers (?)

wait (?) 

mpltd
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Problem solved for me. I did nothing at my end. Thanks for your perseverance.. no doubt it payed off.

 

mpltd
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

Probably not related, but I thought I would ask. I have blast internet speed of about 300-350 mbs. It's been very consistent up until recently where it's dropped to about 100mb. Upload speeds of about 12mbs have not changed.

usual troubleshooting by powering off / resetting the modem have no effect.

netgear  CM500v

 

mpltd
Frequent Visitor

Re: Caller cannot hear me, but I can hear the caller on landline

OK! never mind. I have a separate router, so after a restart of both the modem and the router, speeds are back to normal.

thanks again for everyone's effort in solving the telephone problem!