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HughesNet voice service frequent call drops...HELP!

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rtadese
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HughesNet voice service frequent call drops...HELP!

Good afternoon,

 

To: Liz/Amanada/anyone who is avilable during weekends, 

 

I'm a new customer. I have Gen 5 with the HT200W modem and InnoMedia ATA for the sattelite internet & VOIP. The VOIP worked without a problem for 1 month. For the past 2-3 weeks, it’s been nightmare. I've been having frequent call drops both on the incoming and outgoing calls. Similar issue with others here, who have reported problem with Hughes VOIP on the community message board.

I have been talking with horrible tech supports in the Philippines. They keep telling me, to reset the ATA, wait 2 minutes, and then unplug the power cord, wait 5 minutes and plug everything back, and wait until it powers back to use the phone. The techs claim, "Just sent an update to your equipment to clear statics causing the drop call?" However, none of their techniques worked so far.

 

In addition, tech(s) also promised to send a technician out locally and provided ticket #106900701. When I called back to follow up on the status of the ticket & the promise they made to send someone to take a look at my equip. They will start asking me the same Q&A, as if they are reading a script of some sort, not listening to my questions. I have provided examples how long each call lasted/phone numbers with dates and time exactly when the call got disconnected/dropped. And, that the phone light on the ATA blinks and will not go solid green when I'm on the phone. T

By the way, the internet works fine. I've very ill mother and I need to call frequently to discuss her care with my siblings who also lives far away from me. My cell phone doesn’t work in my area, I'm relaying on your VOIP for now. Please help! 

 

BTW, I stopped calling your tech support because they're not providing me any solution or let me speak to someone in USA.

 

Sincerely,

RS

 
1 REPLY 1
GabeU
Distinguished Professor IV

@rtadese

 

This is almost assuredly something that Liz or Amanda will need to address, but, unfortunately, neither they, nor any other reps, are on during the weekends.  They're on M-F from approximately 8AM to 5PM EST. 

 

Another customer may have some ideas to try, but chances are it will need to be the reps who address this. 

 

With that said, the only thing I can think of is to make sure all of your connections are snug and make sure you have no foliage or anything growing up to interfere with the dish's signal and/or line of sight, though the issue may have nothing to do with your signal.  You could also look on the System Control Center to make sure that your signal strength is good, but again, even this would be something that the reps would address if this were the issue, and they can see if this is an issue remotely.  You could also try a corded phone, if you have one.  I don't have HughesNet's voice service, so I don't know of anything else to look at or try.   


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