International calls - They can't hear us when they answer

[Marvin1]

Hi, when we call family overseas from our home phone, we find that they can't hear us when they pick up the phone. We can hear them.  Calling back doesn't fix the issue. We have had Bell for our home phone for over 20 years and this has never happened before and now it's happening frequently. Any ideas what could be going on?

[WelshTerrier · Accepted solution]

Are you experiencing this same issue with other calls? Are others experiencing this "can not hear" condition or is it just when you call a specific family number overseas?

Just some ideas & suggestions for you to check:

It could be the telephone phone handset or transmitter. Is there a mute control button? Have you checked the volume control? Is this a corded or cordless phone? Does it have a handsfree feature? Volume adjustment? Have you tried a different cordless handset or corded telephone device?

Are you on fiber or copper? If you are on copper, any noise or static on the line?

Before calling Bell repair service, I would check all of the above ensuring the problem is not within your telephone equipment, wiring, jack, etc.

If you are on copper, you can test your telephone from the demarcation point jack in to your home. If you are on fiber, you can do the same by plugging a working telephone in to the phone jack on the back of the modem. In either case you need to ensure that the telephone device you are using is in good working order & does not have a problem. This will confirm whether it is an internal, external, wiring, jack  or telephone problem. If after completing this & the problem points to an external issue, then I would contact Bell repair service. They can perform further tests to determine whether it is a line issue or whether the problem is pointing towards the overseas connection or the called party's line or equipment.

Let us know if we can provide you with further assistance.

Take care.