Unreliable Teams Calls Holds

Question

Unreliable Teams Calls Holds

Nomose Agho 0

I put calls on hold and it immediately cancels the hold and resumes the call. No specific trigger. There's no discernable pattern. I can't replicate it outside of when it happens. The headset is Anker Soundcore v20 Bluetooth headset. Could somebody assist?

Chris-D 1,595 Reputation points Independent Advisor

2026-09-15T23:30:48.4533333+00:00

Hi Nomose,

I’m reaching out to follow up on this issue. Have you had an opportunity to review the information I provided earlier? Any update from your side would be greatly appreciated.

If you have already tried the suggested options and the issue still persists, the best course of action would be to contact your IT department for further support.

2 answers

Your answer

Chris-D 1,595 Reputation points Independent Advisor

2026-09-15T23:30:48.4533333+00:00

Hi Nomose,

I’m reaching out to follow up on this issue. Have you had an opportunity to review the information I provided earlier? Any update from your side would be greatly appreciated.

If you have already tried the suggested options and the issue still persists, the best course of action would be to contact your IT department for further support.

Answer 1

This behavior is consistent with a device or connection issue rather than a Teams hold feature setting.

Try this troubleshooting path:

Check the headset first The headset listed is a Bluetooth device, and non-certified or problematic devices can cause call-control issues in Teams, including problems when resuming a call from hold. Older or non-certified devices may not work as expected.
Test without the Bluetooth headset Make the same call using:
- the PC’s built-in speaker and microphone, or
- a wired headset
If hold works normally there, the issue is likely tied to the Bluetooth headset or its interaction with Teams.
Close third-party headset software if installed Vendor software can interfere with Teams device button functionality. If any headset companion app or audio-control software is running, close it and test again.
Check network stability Teams call interruptions and unexpected hold/resume behavior can happen with network issues. If calls are also dropping, reconnecting, or showing messages like “Please hold on while we try to reconnect you,” check the internet connection first and confirm stable throughput.
Restart Teams and update it Restart the Teams app and make sure the latest Teams version is installed.
Use a Teams-certified device if possible For the best experience, use a Teams-certified headset. The documented guidance specifically notes that non-certified devices are not supported and can contribute to call drops or hold/resume issues.

If the problem only happens with the Anker Soundcore v20 and not with built-in audio or a wired headset, that strongly points to headset compatibility rather than a Teams call setting.

If the issue continues even without the Bluetooth headset, the next step is deeper call-quality troubleshooting using the Microsoft guidance for dropped or unstable calls.

References:

Answer 2

Chris-D 1,595 Independent Advisor

Hi Nomose,

Thank you for sharing the details of what happened when placing calls on hold.

To assist you more effectively, could you please provide the following information?

Are you using Microsoft Teams on the desktop app, web browser, or mobile device?
Does this occur during Teams-to-Teams calls, Teams Phone calls, or both?
Are you placing the call on hold through the Teams call controls or by using a button on the headset?
What operating system and Teams version are you currently using?

In the meantime, please completely quit and reopen Microsoft Teams, then install any available Teams updates.

As a quick test, disconnect the Anker Soundcore V20 headset and make a call using your device’s built-in speaker and microphone.
Then, place the call on hold directly through the Teams call controls and check whether it remains on hold. If possible, please also test with another headset.

Please feel free to share the information in the comment below. Once I have it, I'll be better positioned to guide you through the next steps.

I look forward to hearing your thoughts.

Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Nomose Agho 0 Reputation points

2026-09-14T17:27:21.4233333+00:00
Hi Chris-D,

Are you using Microsoft Teams on the desktop app, web browser, or mobile device? I'm using Microsoft Teams on the desktop app.

Does this occur during Teams-to-Teams calls, Teams Phone calls, or both? It occurs on both.

Are you placing the call on hold through the Teams call controls or by using a button on the headset? I'm placing the calls on hold through the Teams call controls.

What operating system and Teams version are you currently using? I'm using Windows 11.
Chris-D 1,595 Reputation points Independent Advisor

2026-09-14T18:11:23.44+00:00
Hi Nomose,

Thank you for providing the additional information.

Since the issue occurs with both Teams-to-Teams and Teams Phone calls, and you are placing the calls on hold directly through the Teams call controls, here are some steps you can try:

Completely quit Microsoft Teams, reopen it.

Disconnect the Anker Soundcore V20 headset and test a call using your computer’s built-in speaker and microphone. Place the call on hold directly through the Teams call controls and check whether it remains on hold.

If the issue does not occur without the headset, remove the headset from Windows Settings > Bluetooth & devices, restart your computer, and pair the headset again. If available, please also check for firmware updates through the headset manufacturer’s application.

If the issue still occurs without the headset, repair Teams by going to Windows Settings > Apps > Installed apps > Microsoft Teams > Advanced options > Repair.

If repairing Teams does not resolve the issue, return to the same page and select Reset. Please note that this will sign you out of Teams, so you will need to sign in again afterward.

If the behavior continues after completing these steps, please contact your IT administrator and provide the approximate date and time of an affected call, including your time zone. This information will help them identify the relevant call records, review the available diagnostic details.

Additionally, if needed, your IT team can also raise a support ticket with Microsoft Support through the Microsoft 365 Admin Center for deeper investigation. They have access to backend configurations and can perform a more in-depth investigation. At the very least, they can provide the most effective workaround to ensure your experience remains smooth and secure.  

In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support

I hope this information is helpful. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.