Voice Service and Equipment

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Contributor
Posts: 20
Registered: ‎03-23-2008

LD/Intl callers unable to hear at times

‎07-29-2012 02:49 PM

Over the last few weeks, we have had callers complain that they can not hear our voice some times during the call.  It comes back after a few seconds of "Hello.. Hello.... Are you still there", etc.    We have tried to swap out the Arris modem but this happened once again today.  Are there any other trouble shooting items I can try? 

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JayInAlg
Posts: 10,543
Registered: ‎03-02-2007

Re: LD/Intl callers unable to hear at times

‎07-29-2012 08:03 PM

 If you have tried a known good wired phone connected directly to the eMTA telephony modem and still having issues, then the next step would be to contact Comcast support.  They can do a health check on the eMTA and they will get a report on the signal conditions at the eMTA, if it's been dropping and other stats.

 

They will then determine if it's equipment, or a signal issue that needs a tech visit to correct.

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