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Voice path drops out: can't hear person on the other end, they can hear us

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Regular Visitor

Voice path drops out: can't hear person on the other end, they can hear us

This is an intermittent problem but a frustrating one:

 

We will be talking to someone on our Comcast Voice service, but suddenly we'll get dead air from the other side of the call. We can tell the other person that we can't hear them and will call back. Rebooting the modem doesn't seem to fix the problem.

 

Thoughts? 

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Gold Problem Solver

Re: Voice path drops out: can't hear person on the other end, they can hear us

If an employee doesn't respond to your message here . . .

 

Troubleshooting problems like this gets tricky. It would probably be best to contact them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. They usually can't fix problems like this remotely. If they can't, insist that they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast phone modem or anything outside your home, you shouldn't be charged.

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Regular Visitor

Re: Voice path drops out: can't hear person on the other end, they can hear us

I have Xfinity voice for the last 2 years and I have the same issue often. I have checked the connections/wiring and even connected the phone directly to the modem, but nothing helps.  If I use Xfinity connect App to make the call, then there is no issue.

 

I was also talking to a friend of mine who also has Xfinity voice and he mentioned, experiencing the same issue.

 

I would like to  know if there has been a resolution for the above post (almost 1 year old).

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New Poster

Re: Voice path drops out: can't hear person on the other end, they can hear us

We've recently started having a similar issue.  In our case, we can hear the other person on the phone fine, but our voice audio to them randomly drops out for several seconds.  We confirmed it wasn't our wireless handset by (1) trying a normal wire-attached phone, and (2) testing the wireless handset on our 2nd line which is an AT&T landline.  

 

I called Xfinity, and they reset the modem a couple times, but the problem persisted.  (My voice kept dropping out on them too, so at least they could hear the issue.)

 

Is it possibly a modem problem? My Arris Surfboard 2482 is only about a year old.   Is it an upstream Xfinity problem that I can't do anything about?    

 

Xfinity tech is scheduled to come out next week, but I'd rather not have them come out just to assert that my modem must be the culprit and charge me for the privilege of telling me that.

 

Thanks in advance for any input or suggestions.