Connection drops intermittently

Liz,

I can notice a bit of an improvement but there is still a problem with the connection being dropped momentarily.  It is not very noticeable while on the internet, but it still drops phone calls after a few minutes.  I can immediately re-connect on the phone call now, rather than having to wait 30-60 seconds.  In other words, the disconnect timeframe is shorter.

The VOIP has been very reliable until shortly after Thanksgiving which is when the dropped connections started, if that might help.

Thanks again for the assistance.

Good morning lcregger,

Thank you for the feedback and the additional information, this certainly helps. I've sent this up to engineering for their assistance, perhaps they can see something I can't or know of something else that could be affecting your system. We'll post back once we have any news or additional questions.

Your cooperation, patience, and understanding are much appreciated.

Hi lcregger,

Thanks for your patience while engineering investigated. Could you please go into more detail about this statement "...there is still a problem with the connection being dropped momentarily. It is not very noticeable while on the internet, but it still drops phone calls after a few minutes."

What happened exactly that led to that statement? Were you browsing the internet and then started a call while still browsing? Or did you end your internet session and then make a phone call later?

With regards to internet browsing only, is the severity of the disconnects less severe than before the adjustment? (Disconnecting less often and/or lasting for shorter periods?)

Are you experiencing dropped calls while using the internet?

Do dropped calls persist even when no one is using the internet?

This isn't to say browsing and using your HughesNet Voice service is not possible or not recommended, I'm just seeking clarification for engineering.

Your cooperation, patience, and understanding are much appreciated.

a) When utilizing a web browser, it seems that the intermittent disconnects are less frequent  since adjustments were made last week.

b) When using the phone, the intermittent disconnects happen irregardless of computer being on or off.....and happen irregardless of using a web browser or not, if the computer is on.

c) Since the adjusments made last week, the intervals between the phone disconnects seem to be a minute or two further apart but I have not timed them.  Once the phone disconnects, I can immediately hit re-dial and re-connect whereas before it could take up to a minute or two before I was able to re-connect.

d) FYI - I do not use wireless and wired devices at the same time on this system.

I hope this clarifies my statement.  If not, let me know.

Thanks

Good morning lcregger,

Thank you! I think this is good, I'll send this over to the engineer. I'll let you know once I have any other news or questions to share.

Your cooperation, patience, and understanding are much appreciated.

Good morning lcregger,

Are you available today or tomorrow for live troubleshooting with our engineers? We need more recent and longer calls to better evaluate the performance. Please let me know. Looking forward to hearing back.

I can/will be available all day today but Thurs. is not a good time.

OK thank you. Is the phone number assosciated with your Voice service, ending in 72, the only number at which we can reach you?

Yes, the Voice number ending in 72 is the only number available.

Thank you. Please expect a call from engineering today at 2pm EST.

Your cooperation, patience, and understanding are much appreciated.

Will do!

Thanks for the assistance Liz!

Hi lcregger,

The engineers made a small breakthrough yesterday, but will need another trace capturing session. Are you available tomorrow for another call? Please let me know your availability so we can set up another appointment. We can do 2 PM ET again if that also works for you.

Your cooperation, patience, and understanding are much appreciated.

I'll arrange to be available at 2 PM ET on Friday the 9th.

I have not been able to use the computer today to chart any "hiccups" but it seems to be working good currently.

Sounds good! I'll let the engineers know. They'll reach out to you tomorrow at 2 pm ET.

Your cooperation, patience, and understanding are much appreciated.

Sounds good.......

Yes everything is/was working fine!  The old units have been returned and you can close everything out now!

Thanks for your assistance!

That's great to hear! I bet he engineers can't wait to check out the returning equipment especially now that I know the issues aren't persisting on your replacement equipment. Did you use the shipping labels I emailed to your gmail account for the returning equipment?

Thank you again for your time and cooperation, we really appreciate your help.

Hi lcregger,

The tracking numbers on the shipping labels I e-mailed you seem to indicate that nothing using those labels have been shipped. If you used other labels, please send me the tracking for those so we can get a hold of your old equipment for engineering to debug.

  Your cooperation, patience, and understanding are much appreciated.

I used the two labels included with the new equipment to return the old equipment.  Unfortunately I do not have those numbers as my UPS delivery man did not provide me with a  receipt. 

Larry

Thanks for the clarification, Larry.