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Alice_Redhat's profile

Teacher

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17 Messages

Fri, Apr 6, 2018 9:30 PM

Call Waiting caller on hold is disconnected after only a few minutes

I work from home most of the time so I use Call Waiting frequently.  When I put a call on hold to answer another call, the call on hold is disconnected after just a few minutes.  I have timed it several times and I think the longest time was 7 minutes but most of the time it's less than 5 minutes.  Sometimes I swear it's only 2 or 3 minutes.  I had a regular land line for over 30 years and never had this problem.  I could leave someone on hold indefinitely.  A couple of years ago I switched to U-verse Phone and it has done this ever since.

 

Is there a time limit you can keep someone on hold?  According to tech support (which I have called several times) there is no time limit yet they can't tell me why this happens.  When I call back the person I had on hold, I have asked them if they hung up because they thought I forgot about them or did they think they got disconnected and hung up or did they get a dial tone.  Most of the time they tell me they got disconnected and heard a dial tone.

 

Anyone else had this problem?

ATTHelp

Community Support

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203.6K Messages

5 years ago

Hello @Alice_Redhat,


It can be confusing to have the Call Waiting disconnect at random lengths of time.  I will be more than happy to help!


One troubleshooting step to do is to turn Call Waiting on and off. To turn it off, please press *370# from your home phone, and to turn it back on again, please press *371# from the same device.


Another step to try is to plug a corded phone directly into the gateway.  This will test to make sure that it isn’t the wiring or the phone itself being the source of the issues.


Please let me know if any of these steps help! Have a fantastical day!


Katie, AT&T Community Specialist

Teacher

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17 Messages

5 years ago

Katie, thanks for the possible solutions.  I have done the *370# and the *371# but have not had the chance to see if it works.  Will post back when I do.

ATTHelp

Community Support

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203.6K Messages

5 years ago

Hello again @Alice_Redhat,


Thank you for the fast response!


Please let me know if it works! If it does, then please feel free to come back if you have any other questions or concerns!


Looking forward to hearing if it works! Have a marvelous day!


Katie, AT&T Community Specialist

Teacher

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17 Messages

5 years ago

The *370# and the *371# did nothing.  I just had a call on hold and they got disconnected in less than 5 minutes.  So I made a call with my home phone and called my home phone with my cell phone.  I put the call from my cell on hold and watched the timer on my cell.  It disconnected in 3 minutes and 45 seconds.  This is unacceptable!
I am using the same phone I used when I had a pots line.  It's a cordless Plantronics ct14.  I just happened to have a good old corded phone tucked away in a closet.  So I plugged it directly into the back of the NG589.  I made a call then called my home from my cell.  I put it on hold from the corded phone and again watched the timer on my cell.  This call disconnected in 3 minutes and 24 seconds.
Any other suggestions?  It is really frustrating to have a service that I pay for but is useless.  So very frustrating when AT&T says I should be able to leave a call on hold indefinitely when obviously I can't.  I would have thought twice about dumping my land line had I known call waiting wouldn't work.

Tutor

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10 Messages

4 years ago

where you able to figure it out, I am having the same exact issue after switching to U-verse this start happening

Teacher

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17 Messages

4 years ago

Nope, never have.  I gave up on getting it resolved.

 

Apparently you and I are the only ones with U-Verse voice to have the problem (doubt it!).  But if you happen to have any better luck please post it here.

spoom2

ACE - Master

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16.9K Messages

4 years ago

Please see the other topic here

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