Forum Discussion

kitnbob's avatar
kitnbob
Tutor
5 years ago

HughesNet Voice just recently stopped

HN Voice modem stopped responding just recently. No dial tone. I hear a recorded message  "your device is not registered with your service provider"  in a rather pleasant female voice followed by a ...
Inno Media ATA
  • Liz's avatar
    Liz
    5 years ago

    Good morning kitnbob,

     

    Thank you for your patience while this was addressed. Please retest and see if calls show up in your call records now.

     

    -Liz

kitnbob's avatar
kitnbob
Tutor

The latency must be improving at 10:50 PM

GabeU 

maratsade 

after reading your inputs, I tried the cell phone one more time.

miraculously the cell phone called out over wi-fi to the HughesNet Voice number.

 

 

 

 

 

 

 

 

 

 

so I left a voice mail.

It slowly  downloaded to the HughesNet Service Master dashboard.

I played it.  the cell, satellite, latency, ..... the message was all broken up. but it made it out the cell , out into space, and back again.

it never rang the phone in the living room.

and the clock on the voice mail is an hour slow.

 

Liz's avatar
Liz
Moderator
5 years ago

Good morning kitnbob,

 

Thanks for reaching out. I pulled up your account to run diagnostics and thankfully the internet is working normally, so we can rule that out as a cause. At this point, would you said the main issue now is the call quality of received calls?

 

Is it possible to test if this garbled audio persists on a call from an external number and network?

As Gabe mentioned earlier, HughesNet Voice is optimized for the HughesNet service, so wifi calling or other VOIP services may not work. Test calling your VOIP number from a cell phone using wifi calling over your HughesNet network isn't ideal.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

  • kitnbob's avatar
    kitnbob
    Tutor
    5 years ago

    Hi Liz 

    I was just joking around with the boys last night.

    I realized that mentioning my cell would probably cloud the issue.

    Im sorry. Shouldnt have posted it..

     

    Back to the InnoMedia ATA, I suspected that was not communicating.

    I mentioned earlier that there were only 2 LED's Power and WAN

     

    I phoned  tech support this morning and was walked thru some tests.

    We reset the ATA a couple of times, (paper clip in the lil hole)

    the ATA  phone LED flashed 6 times and went dark.

    At the Hughes voice phone we dialed **** and flashed the phone.

    I think that removed the voice message but still got "busi signal" no dial tone.

     

    I was put on hold (cell phone was hangin in there :smileyembarrassed:)

    The decision was to ship out a new ATA modem and phone tech will call back to get the MAC Address, and register the new device over the phone..

     

    This should happen Wednesday.

    I will keep you advised. Thanks.

     

     

  • kitnbob's avatar
    kitnbob
    Tutor
    5 years ago
    Liz wrote:

     

    ............. Test calling your VOIP number from a cell phone using wifi calling over your HughesNet network isn't ideal.

     

    .

    (Heh Heh)  You can test call my VIOP number if you want.   Do You have my number?  :smileywink:

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi kitnbob,

     

    Thanks for this update, I wasn't aware that an ATA was being sent to you, only that there was a VOIP case on your account. Please do let me know how the new ATA works out for you.

     

    -Liz

  • kitnbob's avatar
    kitnbob
    Tutor
    5 years ago

    Update for Liz 

     

    I received the new ATA 11:05 AM Tuesday.

    I replaced the old one with the new one.

    Can I post the new MAC address here?   the last 4 numbers are  **** **** 6683    (grin)

    I had to call phone tech  support again cause there was still no dial tone. and only 2 LED's

    they started a new work order   *** *** 569.

    They still insist on a call back number.

     

    My cell phone.   (and Im out of cell coverage)

    I know Im not suppose to mention my cell phone here. :smileysad:

    Now I have 2 InnoMedia ATA's here and neither work.

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi kitnbob,

     

    Thank you for this update. I pulled up your account and I see in your latest case notes they've escalated this internally to get your new ATA up and running. I'll keep tabs on this as well and I'll get you updates as I get them.

     

    Your patience and understanding are much appreciated.

     

    Thanks,

    Liz

  • kitnbob's avatar
    kitnbob
    Tutor
    5 years ago

    Still No Dialtone

    Liz  I know YOU and the engineers have been really busi with email and Slow speeds this week, and it's Friday already. Any news about Hughes Voice replacement ATA problems? (mine)?

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi kitnbob,


    Thank you for your patience and understanding, I did follow up on your case and looks like they were still investigating this. From what I can see so far from their findings, they updated something for you to try to get your ATA registered.

     

    Please power cycle the ATA (unplug the power cable from the ATA and wait 30 seconds before replugging) and allow the ATA some time to try to register and activate. It shouldn't take more than 15-30 min, but if the dial tone never comes back please also let me know which LEDs on the ATA are lit.

     

    Thanks,

    Liz

     

  • kitnbob's avatar
    kitnbob
    Tutor
    5 years ago

    The ATA has been power cycled for almost 40 mins now.

    Power led is lit.

    The WAN led is lit and flickering.

    The one in the middle Phone led is dark.........  never flashed once.

     

    Liz  Thank you

  • kitnbob's avatar
    kitnbob
    Tutor
    5 years ago

    To eliminate radio interference  I turned off both  wi-fi frequencies  on the HT2000W, unplugged the old cordless telephone, powered down the printer.

    Still no dial tone. Anything else I can try from here?  Liz 

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Good morning kitnbob,

     

    Thanks for trying. I was following up on your case and I see we've tried to reach out to you today on the alternative number ending in 23. We'd like to do some live troubleshooting with you. At your convenience, please give us a call back at 866-347-3292 and reference case 134381569.

     

    -Liz