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ATA box appears to not be working

New Member

ATA box appears to not be working

We've had HughesNet Voice for several years and every now and then we would find the phone would not work. This was usually solved by unplugging the ATA box and letting it site for a minute or so before plugging it back in. Four days ago it stopped working (no phone dial tone) and our unplugging it did not solve the problem. The two bottom lights are on (the bottom is solid, the next to bottom is flilckering) and there is no dial tone. Our internet is and email service is working. No connections have been changed since it was installed, but we checked them anyway to make sure they were correct and not loose. We live in a hilly rural area and our cell phones do not work at home, but we do have a backup satellite phone that works most of the time. I called the customer support line, went through the initial set of questions twice (our satellite phone often disconnects after 20-30 min), we were connected to a second person twice and the last time they said an engineer would call us back within 24hr. So far they have not called. Is there someone I can talk to who will be able to walk me through the troubleshooting of this. Since everything else (internet, email) is working fine,  could it be the ATA box has failed?
5 REPLIES
Moderator
Moderator

Re: ATA box appears to not be working

Hi rodbalhorn,

Thanks for all the information, you're way ahead of the game. Let me look into this for you to see what the status is on your case. 

Your patience and understanding are much appreciated.

-Liz

Thanks,
Liz

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Moderator
Moderator

Re: ATA box appears to not be working

Hi rodbalhorn,

According to the notes here, your case has been escalated to our VOIP specialists; they have your ATA's MAC address and are currently troubleshooting. Once we get word back from them, we can take the next appropriate steps. 

Thanks,
Liz

Thanks,
Liz

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New Member

Re: ATA box appears to not be working

Hi Liz, 

Is someone from Tech support still working on this? 

Rod
Moderator
Moderator

Re: ATA box appears to not be working

Hi Rod,

From what I can see, after your case was escalated to our VOIP specialists, they confirmed that there were no issues with the line registration or ATA communication and that the next step was to try a corded phone plugged into the Phone 1 port of the ATA to see if the lack of dialtone persists. I also see in the notes that you mentioned that you don't have a corded phone. 

What I can do is see if there's a step we can skip to if it's impossible to get a corded phone to test with your ATA. If anything changes as far as the phone situation, please let me know.

Thanks,
Liz

Thanks,
Liz

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New Poster

Re: ATA box appears to not be working

Should be able to push the speakerphine button on the phone base unit and hear either dilatone, or busytone.