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Problems with voice dropping calls - had been working fine

Robp1
Junior

Re: Problems with voice dropping calls - had been working fine

I completely understand your frustration and Frontier is our only alternative here as well. Networking called me back today and I would recommend that you be blunt and make sure that you tell them they have to call you back. It is more than frustrating because of the drops in service, but the team is finally helping. By chance have you tried a corded phone when you attempt to make a call? Sometimes the frequency of the wireless handset can mess with the HT2000w modem. I hope they get it fixed for you soon.
DocT
Freshman

Re: Problems with voice dropping calls - had been working fine

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
MODEM - - - - - - - - - - - ATA- - - - - - - - - - -ROUTER - - - - - - other stuff

MODEM

MODEM

 

Angela said that the wiring should look like this:

 

MODEM

MODEM - - - - - - - - - - - ATA

MODEM - - - - - - - - - - - - - - - - - - - - - - - - -ROUTER - - - - - -  other stuff

MODEM

 

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.

View solution in original post

DocT
Freshman

Re: Problems with voice dropping calls - had been working fine

Epilogue.

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.

I'm impressed.

t

BirdDog
Assistant Professor

Re: Problems with voice dropping calls - had been working fine

@Liz, based on the fix it appears the ATA hookup instructions may need a review and possible revision.

Liz
Moderator
Moderator

Re: Problems with voice dropping calls - had been working fine

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:

 

http://voice.hughesnet.com/activate/docs/innoQuickStart.pdf

 

http://voice.hughesnet.com/activation/docs/mini.pdf

 

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

 

 

 

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.

Slow performance? Click me!

DocT
Freshman

Re: Problems with voice dropping calls - had been working fine

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!

t

Liz
Moderator
Moderator

Re: Problems with voice dropping calls - had been working fine

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!

 

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.

Slow performance? Click me!

Robp1
Junior

Re: Problems with voice dropping calls - had been working fine

The last call to HughesNet was a bit heated as they still had not fixed anything. Finally a rep from account management looked through all the problems, and had a tech out to my house in less than 48 hours. Clayton was excellent, he had the problem diagnosed and fixed in two hours. The original install on the dish was done incorrectly, the ground wire was faulty, the dish was all over the place, and the coaxial wire wasn’t installed correctly. Clayton made sure everything was in place, realigned, and up to 100% before he left. It’s been a few days MY PHONE HAS NOT DROPPED A CALL and my internet is WORKING! A big shout out to the The team, I really can not thank everyone enough!
Jay
Moderator
Moderator

Re: Problems with voice dropping calls - had been working fine

Robp1,

 

Thanks for the update! We're glad to hear that your issue has been resolved and that you had such a great experience!

 

Thank you,

 

Jay