Forum Discussion
Problems with voice dropping calls - had been working fine
We have a problem with our HughesNet phone service for the past 2-3 weeks. After 8-10 minutes or so the call drops. Sometimes we cannot reestablish the call without trying 5-6 times; then when we r...
OK, it looks like we have a fix! Happy dance!
I had an online chat with customer service yesterday afternoon, posting the same description that I have above. The rep I chatted with was Angela Gray, and she was methodical and patient. (I have an IT background and I understand the need for tedious detailed steps.) I will admit that I was skeptical of her solution, but I think she was absolutely correct.
This is how I had things wired. It was installed this way, and worked fine for 9 months.
MODEM
MODEM - - - - - - - - - - - ATA- - - - - - - - - - -ROUTER - - - - - - other stuffMODEM
MODEM
Angela said that the wiring should look like this:
MODEM
MODEM - - - - - - - - - - - ATA
MODEM - - - - - - - - - - - - - - - - - - - - - - - - -ROUTER - - - - - - other stuff
MODEM
That is, NOTHING should be plugged into the fourth (green) port on the ATA. The internet comes in from the modem on the yellow port, the phone jack plugs in to Phone 1 (blue?) port. That's it.
The modem has four internet out ports on it, so plugging the router into one of those was simple, once Angela got it through my thick head that this was an option.
We have not had a call drop since. We talked to my daughter for over an hour last night. I'm calling this a solution.
I commend Angela's patience, clarity, and knowledge.
I'm getting a "directory not found" on the second link.
In any case, I didn't really follow those directions (although having that document around would have been useful last week). We signed up through a local distributor in Houghton Lake, MI and they did the installation. Our previous system (Exede) had a modem with only one LAN port, so carrying the internet signal through the ATA to other devices was the only way to go.
The directions on the first link look fine to me, and quite clear. Perhaps our local distributors need a refresher!
t
Wow! ok good to know! Thank you! Glad it's all sorted out now. Feel free to drop by again if you need anything else.
Have a good rest of your week!
- The last call to HughesNet was a bit heated as they still had not fixed anything. Finally a rep from account management looked through all the problems, and had a tech out to my house in less than 48 hours. Clayton was excellent, he had the problem diagnosed and fixed in two hours. The original install on the dish was done incorrectly, the ground wire was faulty, the dish was all over the place, and the coaxial wire wasn’t installed correctly. Clayton made sure everything was in place, realigned, and up to 100% before he left. It’s been a few days MY PHONE HAS NOT DROPPED A CALL and my internet is WORKING! A big shout out to the The team, I really can not thank everyone enough!
Robp1,
Thanks for the update! We're glad to hear that your issue has been resolved and that you had such a great experience!
Thank you,
Jay
