Incoming calls are delayed when answering

We are having an issue where our incoming calls sit in silence for 10-15 seconds before the caller is able to speak to us or us hear them. The issue also happens when we are able to answer a call and then try to transfer the call to another phone, sometimes the transfer will fail. We placed a support ticket 11/21/24 and have not had an update.

The tech i spoke with on the phone said he has heard of this issue but our system looked like it was working fine so it was escalated.

Responses

Comcast_BrianA

Official Employee

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31 Messages

7 months ago

Cb1865 Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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Cb1865

New Member

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7 Messages

When you type "Xfinity Support" in the 'Search for a person" field on the direct message feature a list of 17 accounts pop up all starting with the letter "S" and none say "Xfinity Support"

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7 months ago

0

Comcast_Shawn

Official Employee

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10 Messages

Cb1865 To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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7 months ago

0

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Cb1865

New Member

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7 Messages

Shawn,

Im going to say this nicely since you must think im an idiot - I followed your steps line by line, as i stated in my prior message, when you type in "Xfinity Support" there is no option to actually select "Xfinity Support"

I can select the following options:

support

SupportersAS

supportatSJ

support-cal-ipc

support700

SupportCallMeNow

SuperSmashGames

Superwolfcandoit

superfrustrated

SuperTechDvS

SupervisorHawke

supradave

SuperW2

superiorsteel

supertech

SuperiorAmbulance

superdollarcity

Now if any of those say "Xfinity Support" please let me know which one it is.

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7 months ago

0

Comcast_Shawn

Official Employee

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10 Messages

Cb1865 I do apologize as I see you're on our business forums.

Please send us a direct message with your full name, business name, full address, and phone number. • Click "Sign In" if necessary

• Click the "Direct Messaging" icon in the top right corner
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
• - As you are typing a drop-down list appears. Select "Comcast Business" from that list
• An "Comcast Business" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

These steps are slightly different than the ones previously provided. Let us know if this works.

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7 months ago

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DT_Eastbank

New Contributor

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1 Message

2 months ago

Hello Comcast Support,

Our business is also having the same issue with the Comcast Business Voice edge.

When calls are answered and transferred, there will be 4-5 second delay from answering the transferred call to hearing the person on the other end; sometimes transfers fail too. I've tried doing a full system power cycle and it didnt not resolve.

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Comcast_EmilyB

Official Employee

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29 Messages

@DT_Eastbank Welcome to our community forum! Thank you for reaching out so we can get you in contact with the right team to help with your Comcast Business Voice Edge features. Please reach out to our Enterprise support team at 1-800-741-4141 where a specially trained representative will work with you until you confirm the issue has been resolved.

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2 months ago

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