cancel
Showing results for 
Search instead for 
Did you mean: 

Question About Swapping A HughesNet Voice Adapter

Question About Swapping A HughesNet Voice Adapter

One of my customers is bringing in her HughesNet Voice adapter and telephone tomorrow (Thursday, Jan 12) so we can test them in our office. The adapter lights up correctly but she does not have any dial tone, and incoming calls are being blocked.

She tried to troubleshoot this for over an hour with HN Tech Support but they could not seem to help her. Assuming she has a bad ATA, I'm checking to see if we can switch it out here with one of our other ATA's in stock?

If so, would we work through HughesNet TS or Big River Telephone TS to effect the swap?
  
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
23 REPLIES 23
Highlighted

Re: Question About Swapping A HughesNet Voice Adapter

You have to call tech support. They will call Big River and remove the mac address of the old ATA. Then give them the mac address of the new one and they can put that in..  HNS is supposed to handle the swaps.. Not us.  But another tech had this problem.. I helped him out on this..
Moderator

Re: Question About Swapping A HughesNet Voice Adapter

Hello,

I will check with Liz, she is our Voice expert here. From what I remember, Voice support at the HughesNet customer support number will be able to have a replacement shipped out. However, I think we should have an engineer look at the system first. Can you e-mail the SAN to communitysupport@hughes.com?

Thanks
Amanda

Re: Question About Swapping A HughesNet Voice Adapter

Done.
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
Moderator

Re: Question About Swapping A HughesNet Voice Adapter

Check your e-mail Smiley Happy

Re: Question About Swapping A HughesNet Voice Adapter

Got it. Sent the info by Email. 
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com

Re: Question About Swapping A HughesNet Voice Adapter

Tested Customer's Cisco ATA here. Definitely not working. Blinking Green TEL-1 light never goes solid.

S/N CCQ194500N1
MAC: AC 7E 8A 59 64 5E
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
Moderator

Re: Question About Swapping A HughesNet Voice Adapter

Hi 

Is this the SN and MAC for the current ATA or the innomedia you are installing?

Amanda

Re: Question About Swapping A HughesNet Voice Adapter

That is the current Cisco ATA, the one that's not working:

S/N CCQ194500N1
MAC: AC 7E 8A 59 64 5E

The new Innomedia ATA is (also sent by Email):

S/N 631165007032

MAC 00 10 99 33 B2 F8

El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
Moderator

Re: Question About Swapping A HughesNet Voice Adapter

Thank you. I will send you the schedule for availability we have through our dispatch creation if you can give me the best date/time from that chart to make the order. Once we've done that I can put in a ticket for the updated MAC