OK, it looks like we have a fix! Happy dance!
I had an online chat with customer service yesterday afternoon, posting the same description that I have above. The rep I chatted with was Angela Gray, and she was methodical and patient. (I have an IT background and I understand the need for tedious detailed steps.) I will admit that I was skeptical of her solution, but I think she was absolutely correct.
This is how I had things wired. It was installed this way, and worked fine for 9 months.
MODEM - - - - - - - - - - - ATA- - - - - - - - - - -ROUTER - - - - - - other stuff
Angela said that the wiring should look like this:
MODEM - - - - - - - - - - - ATA
MODEM - - - - - - - - - - - - - - - - - - - - - - - - -ROUTER - - - - - - other stuff
That is, NOTHING should be plugged into the fourth (green) port on the ATA. The internet comes in from the modem on the yellow port, the phone jack plugs in to Phone 1 (blue?) port. That's it.
The modem has four internet out ports on it, so plugging the router into one of those was simple, once Angela got it through my thick head that this was an option.
We have not had a call drop since. We talked to my daughter for over an hour last night. I'm calling this a solution.
I commend Angela's patience, clarity, and knowledge.
Angela (customer service rep from the chat conversation) called me this morning to ask if the problem had resolved. I told her it had.
So good job to HughesNet customer service for fixing the problem, and again for followup.
@Liz, based on the fix it appears the ATA hookup instructions may need a review and possible revision.
Good morning DocT,
Thank you for this wonderful update, I'm glad Angela helped resolve your concerns. Curious, which instructions did you follow to hook up your ATA? Here are two PDFs, one for each Innomedia ATA model:
Any feedback or concerns about the setup instructions are much appreciated. Thanks!
This is a great reminder to me double-check the basics with the customer, even if they say they've done it already. XD
I'm getting a "directory not found" on the second link.
In any case, I didn't really follow those directions (although having that document around would have been useful last week). We signed up through a local distributor in Houghton Lake, MI and they did the installation. Our previous system (Exede) had a modem with only one LAN port, so carrying the internet signal through the ATA to other devices was the only way to go.
The directions on the first link look fine to me, and quite clear. Perhaps our local distributors need a refresher!
Wow! ok good to know! Thank you! Glad it's all sorted out now. Feel free to drop by again if you need anything else.
Have a good rest of your week!
Thanks for the update! We're glad to hear that your issue has been resolved and that you had such a great experience!