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Dish fell off the house

Liz
Moderator
Moderator

Re: Dish fell off the house

Good morning Rob,

 

Thank you for your update on the site visit. I just ran diagnostics on your site and the equipment is working normally; the modem currently is getting 30+ Mbps down. The only thing of note is that there is rain in your area which may affect performance. 

 

I also checked the line status of your phone, it was fine, but I reset the line for good measure. Please tell me more about the HughesNet Voice experience so we can better troubleshoot. 

 

Please also give more detail about Dropbox, OneDrive, and the AppStore.

 

Are you saying that all other sites you browse are fine, it's just these three?

 

Do these sites load at all?

 

Or can you not log into them?

 

Tell me what you are trying to do and where you run into trouble.

 

 

What error message are you getting? (Screenshots would help, here's how to do them: take-a-screenshot.org)

 

 

 

Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)

 

 

Does this happen in different browsers?

 

 

Does this happen on different computers/devices?

 

 

Does this happen on a non-HughesNet connection?

 

 

Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)

 

 

Does power cycling your modem make a difference? (Unplug the HughesNet modem's power cord from the brick for 30 seconds before replugging.)

 

 

Does this happen even when directly connected to the HughesNet modem?

 

 

Does power cycling your router make a difference?

 

 

Does power cycling your computer make a difference?


Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.

 

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Robp1
Junior

Re: Dish fell off the house

Good Morning,

Here are the steps I took.

rebooted the modem
Cleared browser cache and cookies
Restarted all the devices

My wifi option on the Apple products keeps forcing me to the 5ghz signal so I had to set them all back over to the 2.4ghz. I disconnected my Apple time capsule and now Dropbox seems to be loading on the iPads (so for now I can transfer files between devices this way. The phone still cuts out (no change) I will be on a call and it just drops. The AppStore is now loading on all Apple devices.

Is it possible that it jUst took a few hours for the network to sort out the changes? I am still having issues with the MacBook Air so my wife is using the MacBook Pro for work at this time. The iMessage issues resolved immediately which is amazing given the other problems.
Robp1
Junior

Re: Dish fell off the house

I’m sorry I should have specified that I took the MacBook Pro off WiFi and used lan connection. So far it’s not having as many issues. I can not use lan connection with MacBook Air.
Liz
Moderator
Moderator

Re: Dish fell off the house

Good to hear, Rob. I don't know what happened with the sites, but whenever in doubt, just reset things.

 

So let's troubleshoot the dropped calls.

 

Are the calls dropping after a certain duration?


Are the dropped calls occurring on all calls you're making or receiving?

 

If not consistent on all calls, what is the phone number of calls where dropped calls occur (please just privately message me this information).


Just to be clear, regular internet browsing is fine?

 

Are you using a corded or cordless phone?

 

Do you have another phone to test?

 

At your convenience, please private message me the phone number, date, and time of the dropped call(s).

 

Please also test making calls when the ATA is the only device connected to the HughesNet modem; let me know if dropped calls still persist.

 

Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Robp1
Junior

Re: Dish fell off the house

The phone drops on almost every call I make. My thought is that the channel that the house phone is using interferes with the WiFi? I’ve done everything, new phones x2 times moved the base away from the modem, but still have the same issue. What cordless phone would you recommend?
Liz
Moderator
Moderator

Re: Dish fell off the house

Thanks for the additional info Rob.

 

How long into the call before it drops?

 

Have you noticed if the calls drop if it's a received call?

 

Just to be clear, the dropped calls even persisted on a different phone set?

 

The phone set(s) you're using are cordless?

 

We don't have any specific model phones we recommend; any current phones should work fine, but let's finish troubleshooting before we decide that the phone set is the root cause. 

 

Looking into changing the channel is a good idea too, considering that you have a number of devices on your 2.4Ghz network, but first please confirm that dropped calls persist when the ATA is the only device connected to the HughesNet modem.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Robp1
Junior

Re: Dish fell off the house

The calls drop anywhere for 20 seconds to 29 minutes on the calls. There is no real pattern. I’m using a Panasonic phone console now, a vetch, and ATT. Is it safe to plug a splitter into the jack on the ata box and then run Phone cords. I have a phone in the kitchen and need the one in the office. I’m thinking if I go to a corded connection then the iPhone can’t interfere with the signal right?
Liz
Moderator
Moderator

Re: Dish fell off the house

Thanks for the details, Rob. Please correct me if I'm wrong, call drop no matter which phone set you use?

 

I'm not so sure about using a splitter, let me check with our VOIP experts on that and get back to you. The iPhone should not interfere in any case unless your iMessage notification tone is set to the default tone.

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Robp1
Junior

Re: Dish fell off the house

I changed the tone but it still drops :/
Liz
Moderator
Moderator

Re: Dish fell off the house

OK that's new. Have you tried a another tone? In my past experience it was only the default iMessage tone that hung up VOIP calls. 

 

Also, are all of your dropped calls a direct result of receiving an iMessage on the iPhone? Just trying to narrow things down because dropped calls unrelated to iMessage is a different issue.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!