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They can hear me but I can't hear them!

I see that there is a locked unresolved  discussion entitled "I can hear them but they can't hear me"

My problem has been randomly  happening for over a month now.  I called COX and they could find nothing wrong, a technician came and he couldn't find anything wrong either but decided to swap out the modem. It is still happening.   I work from home and am on the phone for a living, this is pretty important. I use a wired headset.  It still happens when I use the handset.  Doesn't that rule out the phone itself being an issue and the same for the headset?  If a problem with the modem has been ruled out, what else could it be?

I should add that the phone is connected directly to the modem.