Forum Discussion

anneginmo's avatar
anneginmo
Freshman
2 years ago

Voice service and Internet will not work with Cisco ATA after Storm, Internet Spotty Through Modem

Hello~Last night (4/1) during and after storm, our internet and voice were down. All cell phones and laptops work with HT2000W Modem powered up and ATA Router powered down/disabled, but when we try to connect cisco ATA router (SPA 122) for our phone service following instructions in HughesNet Voice quick start up guide we lose service. Our service will also fail after 10-15 minutes with our laptops and cell phones through our modem, the service light will just go out on our modem and we have to power everything off and on again.

While we have had voice issues over the years with it not working, it usually resolves itself after unplugging or time. Could something have happened after the storm? Our voice router is probably 7 years old.

Not sure what else to do! Thank you

 

 

Internet down
storm
voice ata
WiFi-Modem
  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    2 years ago

    I wonder if the storm fried your ATA router.  Sounds like something may have happened to your modem too. 

     

    Hopefully the reps on this site can help you with this. Likely one or more will be around tomorrow during business hours.  I hope they get back to you quickly. 

    • anneginmo's avatar
      anneginmo
      Freshman
      2 years ago

      Thank you, it is very strange. Is this forum the best way to get ahold of tech support for possibly a new ATA or a service call? We can't use our phone and do not get cell service to talk to anyone. Should I post another service ticket somewhere or does this forum contact tech support?

       

      • maratsade's avatar
        maratsade
        Distinguished Professor IV
        2 years ago

        You can always call customer service ((866-347-3292), but the reps on this forum are at the corporate level and can do more to help you than the phone reps. Still, having a ticket with the phone reps may help. 

         

         You don't have to post another service ticket here. The reps will see your post when they come back (hopefully on Monday....the holiday  could mess things up a bit, though).  

         

        I suggest you leave the equipment plugged in, as the reps will try to ping it to see what's going on, and they can't do that if the equipment is unplugged. 

         

        I do hope this gets resolved for you soon. It stinks when things happen on the weekend. 

  • anneginmo's avatar
    anneginmo
    Freshman
    2 years ago

    Thanks Remy, I appreciate the quick response. Will another cord/cable be mailed with the ATA as well? 

    • Remy's avatar
      Remy
      Moderator
      2 years ago

      anneginmo,

       

      All of the necessary supplies to hook your replacement ATA up should be provided in the box! Please let us know how the setup goes!

       

      Thanks,

      Remy

      • anneginmo's avatar
        anneginmo
        Freshman
        2 years ago

        Thank you for sending another ATA quickly. It works! It was an easy set-up. 🙂 We hooked up the blue cord following instructions. What is the extra green port on the back of the ATA for? Why would we connect another device to the ATA when we have the modem with 4 ports? Just curious. Our laptop connected to our modem seems to work well. Thanks again for getting this out and helping with our voice issue. We appreciate it because we do not get cell service at the house!