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Phone doesn't work

New Member

Phone doesn't work

New installation. Internet is working fine. We also got Voice service as we live in the boonies and cell service is terrible. Voice worked the first night it was installed but not in the five days since (no dial tone, callers can leave messages but we have no way to retrieve them). My wife's sister had a birthday and she couldn't talk to her. My daughter ended up in the hospital and we had to communicate by text. I spent an hour on the phone with tech support the day after install. They said they would have a new ATA device at my house the folllowing day. It showed up three days later and still didn't work. Spent another 45 minute with tech suppost that night. No resolution. Spent FOUR HOURS on tech support chat since my cell had no reception that night. Still no result. Theit conclusion was that I needed yet another ATA. OK ship it out. I was told there would be a $9.95 S&H charge and it would be at my home in 4-5 business days. I refused and said I would cancel. OK, we'll ship it for free next day. It's due tomorrow. I'll see if it works. I can't wait to try porting my old number. Apparently this is not an uncommon issue with this service. I asked several times if they could send the install guy back to fix the problem. They won't do that. If this ATA doesn't fix the issue I'm out. So far this has been the worst consumer decision I've made in thirty years. I had Exede for three years and had zero issues. Switched only for boost in available bandwidth in my area.
8 REPLIES 8
Moderator
Moderator

Re: Phone doesn't work

Hi Gregg,

Welcome to the community and thanks for posting. I'm sorry to hear this, please do let me know if this latest ATA works out for you. 

Looking forward to hearing back from you.

Thanks,
Liz
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New Member

Re: Phone doesn't work

Hi Liz- By the large amount of posters on this and other sites with the same or similar complaints it seems obvious that HughesNet is having major issues with their phone service. Are there any steps underway at Hughes to address this issue from either a product improvement or customer satisfaction standpoint? I'm sure you're a very nice person but being pleasant and saying you hope things work out is really not a very satisfactory response. Does this forum exist solely for the purpose of allowing frustrated disappointed customers to vent and then give up as evident from the large number of posters who appear to just thro their hands in the air and stop responding?
Moderator
Moderator

Re: Phone doesn't work

Hi Gregg,

Our VOIP specialists here are working to improve our VOIP service and we work the cases as they come in. Now, if this latest ATA does not work out for you, we can continue troubleshooting here in the community and I can have some of our corporate VOIP specialists look into your case. Should you decide that you no longer want VOIP, our corporate office, in your particular situation, can allow you to cancel your VOIP service without the Early Termination Fee.

-Liz 
Please create a new thread in the community if you have a question or need help. Unsolicited Private Messages may not get replies.
New Member

Re: Phone doesn't work

I hope it doesn't come to that but it's good to know. Thank you.
Moderator
Moderator

Re: Phone doesn't work

You're welcome. Please keep us updated on your progress.

-Liz
Please create a new thread in the community if you have a question or need help. Unsolicited Private Messages may not get replies.
New Member

Re: Phone doesn't work

I am happy to report that this issue has been resolved. It took 8 days and 3 ATAs but all's well that ends well. I must say that all the tech service reps were very professional and I truly believe they did their level best. Here's hoping this is a permanent fix. I also have to say that unlike many of the posters here, I am very satisfied with my internet so far as well.
Moderator
Moderator

Re: Phone doesn't work

Hi Gregg!

That's great news, thank you for posting a follow up! Glad to hear your VOIP service and internet are working to your satisfaction. Please don't hesitate to drop by if you need anything, we're here to help. Smiley Happy

Thanks,
Liz
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Assistant Professor

Re: Phone doesn't work

Gregg, want to be sure you are aware of the grace period on data for the first 20 days of your service. The meters will reset at least once a day. Would hate to see you get frustrated again from not knowing about it.