Newcomer

Incoming calls get weird messages or break in on someone else's conversation

This has happened too many time lately to ignore.  My husband often call our twc line (cordless) from his cell phone.  Several times he has had to try three or four times before the call goes through.  He gets a message that he cannot leave a voice mail because this customer has not set up voice mail (not true).  Or he cannot hear me, but I can hear him . Or when there is a connection, it is in the middle of someone else's conversation and they don't know he is there at all.  It is not just his calls, either.  I've had a nephew in Nebraska tell me he had to try three times to get through.  Our children in Lexington and Richmond have experienced similar issues.  I've tried chatting with Spectrum agents twice.  Once they suggested resetting the modem, but it keeps happening.  Something needs to be done.

1 REPLY
Trusted Helper

Re: Incoming calls get weird messages or break in on someone else's conversation


mcummings wrote:

This has happened too many time lately to ignore.  My husband often call our twc line (cordless) from his cell phone.  Several times he has had to try three or four times before the call goes through.  He gets a message that he cannot leave a voice mail because this customer has not set up voice mail (not true).  Or he cannot hear me, but I can hear him . Or when there is a connection, it is in the middle of someone else's conversation and they don't know he is there at all.  It is not just his calls, either.  I've had a nephew in Nebraska tell me he had to try three times to get through.  Our children in Lexington and Richmond have experienced similar issues.  I've tried chatting with Spectrum agents twice.  Once they suggested resetting the modem, but it keeps happening.  Something needs to be done.


Hello,

 

You will need to get a tech out to very likely replace your drop line.  The drop line is the main support network that controls all the Spectrum services to which you are subscribed.  Cable, Phone, Internet.  The other issue could be replacing the modem for the phone.  Do you have any other Spectrum services, such as Cable TV and Internet?  How are those working?  I suspect a signal line issue,

 

To get the fastest service I would get a Twitter account or log into your Twitter account.  Next, follow the @AskSpectrum Twittere page.  Send a Direct Message (A Private Message) with your account information from your statement and mention the issues with your phone service.  Say that you need a tech out to check your drop line and modem signals.

 

Very important, Do not reboot your modem or any other Spectrum equipment for six hours prior to your service call.  The tech needs to see the error codes from the modem, and a reboot will set them to zero, which you don't want.  Post back.

 

For our reference, what is your city, state, and zip?  How long has this been occurring?

 

Satch