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HughesNet Voice just recently stopped

kitnbob
Tutor

Re: HughesNet Voice just recently stopped


@Liz wrote:

.................................. If you don't think you will be needing the site visit tomorrow, you can cancel when your assigned local dealer calls to confirm the appointment.

 

-Liz


I was thinking about that yesterday..  Surely, I would hope that a phone tech would Not try to call to confirm an appointment for "no dialtone"

Smiley Happy

Liz
Moderator
Moderator

Re: HughesNet Voice just recently stopped

Good point! Haha!

 

For some reason I thought there was an alternative number on file for you. I will private message you the phone number of your local dealer assigned to this visit so that you may reach out to them.

 

Thanks for letting me know.

 

-Liz

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.

kitnbob
Tutor

Re: HughesNet Voice just recently stopped


@Liz wrote:

Good point! Haha!

 

For some reason I thought there was an alternative number on file for you. ....


There is, my cell number and I am out of cell coverage at the location of the ATA modem. We had previously discussed that issue.

To whomever found the switch to register my device with the HughesVoice Service I thank you.

I have had dial town for 27 hrs now. There is a lingering issue I would appreciate you looking into.

The calls log stopped updating  on 10-21-2020. Is that the time that HughesVoive started having problems?

There have been 7 calls since dialtone was restored that my phone logged and 24 voicemail calls that your the service had logged since the issue started.

I would like to access the call logs for the time and date stamps for each call incoming and out. 

The calls log is not updating.

@Liz Thank you for your help.

 

BTW; When the field tech returned my call, I told him I was speaking on the phone with the service issue.

He wanted to "check a couple of things" then he told me the signal was strong and agreed to cancel his field call appointment.

 

Liz
Moderator
Moderator

Re: HughesNet Voice just recently stopped

Hi kitnbob,

 

I can certainly look into this for you. So you're saying that since dialtone was restored, you've had some calls which weren't logged in your call records? Do you have timestamps of those missing calls?

 

If not, moving forward, please take note of the timestamps of the next incoming/outgoing calls you can and compare them to your call records. PM me those timestamps and numbers which are missing from the call records so I can send this over to our VOIP team for a deeper dive.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

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.

kitnbob
Tutor

Re: HughesNet Voice just recently stopped


@Liz wrote:

.......... So you're saying that since dialtone was restored, you've had some calls which weren't logged in your call records? Do you have timestamps of those missing calls?

 

........................ PM me those timestamps and numbers which are missing from the call records so I can send this over to our VOIP team for a deeper dive.

 


PM sent

 

What I am saying is that the call logs have not been appended since 10/21/2020

I sent my logs entries since 10/21

Liz
Moderator
Moderator

Re: HughesNet Voice just recently stopped

Good morning kitnbob,

 

Thank you for the PM, I received it with the timestamps. To clarify, all these timestamps were off your phoneset, the CL4940, correct?

 

Edit:

Got a quick turnaround from our VOIP team. They would like for you to replicate this issue so they have something more recent. Let me know of that attempt's timestamp. Then tell me how that call resulted; was it successfully made and could be answered or did an automated voice answer instead? If the latter, what did the voice say?

 

Thanks,

Liz

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.

kitnbob
Tutor

Re: HughesNet Voice just recently stopped

Thanks@Liz 

 

pm sent with most recent calls

 

Edit;   Yes the CL4940 records "missed calls" does not record the ID's of the calls that are received ie: by me or the other answering machine.

Liz
Moderator
Moderator

Re: HughesNet Voice just recently stopped

I see, thank you kitnbob! I've relayed the latest data to the VOIP team. They wanted to ensure whether the calls were actually being completed or if there was an error. We'll see if the info we provided is enough, but if not, I may ask you later to test calling your VOIP number and picking up to confirm that a call can be received normally, and also see if that received call is logged in the call records.

 

-Liz

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.

Liz
Moderator
Moderator

Re: HughesNet Voice just recently stopped

Hi kitnbob,

 

Our VOIP team can locate the calls for those timestamps you just sent. Can you see these in the call records section of your HughesNet Voice self-service portal? It's the same site where you can manage you voicemail.

 

If not, please let me know which internet browser you're using to access your Voice portal. 

 

Try other browsers to see if the issue persists.

 

If you're using Chrome, try viewing in incognito mode to see if that makes a difference. 

 

As I anticipated, the VOIP team would like you to test calling your Voice line so that we have an example of a successful call. Then check if you can see it in your call records in the portal. If you don't see it there, let me know of that call's timestamp so we can double-check.

 

Thanks,

Liz

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.

kitnbob
Tutor

Re: HughesNet Voice just recently stopped

I cannot see the recent calls in the service portal. the most recent log is 10/21

I usually view the portal in firefox because it objected to IE11 at //hnsc.myservicemanager.net/#/dashboard

 I tried it in Chrome and again in incognito with no difference. NO new files, read my lips.

So I called myself,  you told me the line was busi, and to leave a message, I did  12/14  6:10 pm