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VoIP - and GEN5

Pete_Vit
Junior

VoIP - and GEN5

OK - I need some tech support, before I call tech support Smiley Happy 

since my GEN5 install my VOIP quality has gotten worse, so bad that I may as well be talking in a tunnel using a cell phone, is there anything the installer should have done to the VOIP hardware? or router, anything I can do to correct this, I get choppy conversations and sometime the person I'm talking to tells me they cannot hear me or I cannot hear them 

What's up ?

 

Carmen Vitullo
17 REPLIES 17
Liz
Moderator
Moderator

Re: VoIP - and GEN5

Good morning Pete_Vit,

 

Thanks for posting. I've located your account so we can do some diagnostics to ensure the HughesNet equipment is working normally and isn't the root cause of your concerns. Otherwise, our engineers are already investigating these reports about VOIP call quality and are working to address it.

 

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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.

Pete_Vit
Junior

Re: VoIP - and GEN5

Thank you Liz, internet seems OK so far, no issues with GEN5 just the VOIP call quality, thank you

 
Pete (Carmen) 
Carmen Vitullo
dodsondj87
Freshman

Re: VoIP - and GEN5

I'm also having some voice issues with Gen 5.   Our system was installed about 2 weeks ago and the voice is not what I expected.   When I place a call or receive one, it either sounds like you're in a tunnel or it cuts in and out so badly, that you can't even get half of your conversation.    Is this a general issue with the voice product?

Pete_Vit
Junior

Re: VoIP - and GEN5

Seems to be a trend here, I don't want to assume GEN5 was not fully tested with the VOIP hardware? but it seems there's enoguth issues to assume it was not. 

I cannot put hardware/software into production without full testing of both test thru QA, to customer acceptace, so as paying customers we should not accept this defect as acceptable.

I'll ask Liz to respond, is there any update you can provide to us? and solutions, I know you told me someone was going to test my hardware, I'm not sure this was done, no one had contacted me, and no responses to our VOIP issue.

I have a 94 year old MIL living with us that's currentl not doing good, a phone is a life line and cell service is not an option for us.

 

Carmen Vitullo
BirdDog
Assistant Professor

Re: VoIP - and GEN5

Hi Carmen, you may want to read the VoIP subscriber agreement, especially the part about emergency  and 911 calls and how it should not be relied upon as the sole source for phone service in such cases.

 

 

http://legal.hughesnet.com/VoiceServiceAgreement/index.cfm

 

VoIP Agreement.JPG

Pete_Vit
Junior

Re: VoIP - and GEN5

And you are? tech support? working for Hughes? legal dept? 

I don't think this is a solution - and bad customer service if so. 

every service has some legal disclamer, but I've never have had a company provide this as a solution for a problem 

if so I'll contact someone today to disconect me service and get a landline again.

 

 

 

Carmen Vitullo
Liz
Moderator
Moderator

Re: VoIP - and GEN5

BirdDog is a long time community member and a HughesNet customer like you. That legal blurb is just something to keep in mind if 911 iavailability is the focus of one's concern. Since we're dealing with call quality, that's something we can certainly and have escalated to our engineers to address. They are working to roll out a fix to address the HughesNet Voice quality concerns, we just ask for your patience and understanding.

 

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.

BirdDog
Assistant Professor

Re: VoIP - and GEN5

Just a customer like you. Wasn't saying it is a solution to the problem, only providing what the policy is when it comes to relying on it for emergency service since you made the comment about 94 year old MIL.

Pete_Vit
Junior

Re: VoIP - and GEN5

I absolutly understand Liz, even the best planning and testing cannot find all the issues. the intent of my follow up post was to generatre a response from Hughesnet, just wanted to know what the status of the issue was. My MIL just now became an issue and I've never had issues with VOIP before, she is complaining and the entire family know about it, I'll not get into the deatil of the family but its been a headache. thanks Liz and please keep us/me posted if I need to do anything on my end, or there's a solution you'd like to test

 

Carmen Vitullo