Called party cannot hear - Comcast Business Class "analog" Lines

[pvision]

One of our customers is running IPO500V2 R9.0.5 with Essential Edition and VM Pro, 2 Combo cards with 6 incoming analog lines from Comcast Business Class (Arris EMTA-not sure what model) and 8 digital phones. They have been reporting intermittent problems with called parties not being able to hear them, and DTMF tones not registering on the other end. I believe it to be a Comcast issue, but they are of course telling me that both onsite and remote testing and review of logs indicate that everything is working properly on their end.

They have just replaced the EMTA, and I'm waiting to hear if that resolved the issue. On my end, I have already rebalanced the impedance on the lines, and double-checked the cables running from the EMTA to the analog jacks on the IPO (IPO RJ45 connector with ring on pin 4, and tip on pin 5 - other end is RJ11 with ring on 3 and tip on 4).

To me, it seems like a carrier issue. Is there anything else that I should consider, or IPO settings that I can change, that might help to resolve this problem?

 

[pvision]

I like the idea of writing a FAQ for Comcast - it certainly would have saved me a lot of time. I'd be happy to collaborate.

Andre, I can confirm that 600 ohms worked best for me as well - resolved call placement and some call quality issues. So far, I have not been able to replicate the intermittent one-way audio problem while I've been out there. It has, however, happened less frequently since Comcast replaced the Arris box.

Jerrberr - thanks for the links. I'll try a few of those things to see if I can speed up dialing a little more.

 

[smokinjoe2938]

Comcast changes customer's name on bill to ***hole
Never autoplay videos

Comcast, the mammoth U.S. cable company, was reportedly forced to issue an apology Wednesday after someone at the company changed a customer's name on a bill from Ricardo to "A—hole."

Lisa Brown, who lives in Spokane, Wash., said she was shocked when she first saw the bill with her husband Ricardo's name changed. She contacted a consumer advocate blog called Elliot.org and provided it with a copy of the billing statement.

When asked what may have led to the derogatory name, Brown theorized that it could have stemmed from a recent phone call she had with the company's customer service.

Brown, a two-year customer of Comcast, explained that her family was in a tight financial spot. She called to inquire about how she could cut down her monthly bill. Brown told the blog that instead of assisting her, the representative passed her on to a retention specialist who promptly tried to keep her at her current bill and, on top of that, get her to sign a two-year contract.

"It could have been that person was upset because I didn't take the offer," she said.

Comcast, which has been criticized in the past over its customer service, was reportedly quick to respond to the issue. A senior representative said the company will investigate the issue and fire the person responsible for the name-change.

"We have zero tolerance for this type of disrespectful behavior and are conducting a thorough investigation," Steve Kipp, a vice president, told the blog.

Brown told the blog that Comcast has since called her and offered a full two-year refund.

 

[smokinjoe2938]

This made national news today, great company to do business with, ya right!!!!

 

[tap364]

Don't know if this is similar or not but have a recent install with Comcast lines. Have a fax and CC machine sharing an analog port extension. Using butt set calls can be made and the fax works, but the CC machine can't phone home. Everything worked fine on Verizon.
Will try changing the impedance to see if that solves anything.
These remote locations always seem to be the most troublsome.