Voice service drops calls & caller's voice is garbled

[wvfreedom]

My voice service has always dropped calls often, but now the callers' voices have become garbled or fade out completely. I have performed all of the reset options available. Please assist.

[GabeU]

@wvfreedom 

This is something that the reps will have to help with.  They're on M-F from approximately 9AM to 6PM EST, and they usually reply within a day. 

They'll likely want to run remote diagnostics on your HughesNet equipment, so please be sure to leave said equipment plugged in so that they can do so.

[wvfreedom]

Thanks for replying. How do I reach the them?

[GabeU]

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@wvfreedom wrote:
Thanks for replying. How do I reach the them?

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They'll reply here.  However, if you don't want to wait for the reps here to reply and you have another phone method available to you, you can call HughesNet Customer Care at 866-347-3292.  

[wvfreedom]

Thank you!

[GabeU]

@wvfreedom 

You're very welcome.  🙂  

[Damian]

@wvfreedom,

Thank you for reaching out to us. After running diagnostics, I was unable to find any issues with the equipment. Your speeds are currently being reduced due to exceeding the monthly data allotment, but there are no signal or service issues present. I do see that there are many devices connected to the network at once. I would try disconnecting as many devices from the network as possible, to see if that improves the voice quality. When many devices are added to the network and they are using data, the speeds may slow down for certain devices. Sometimes, this can affect all of the devices depending on their function. Your VoIP service is not affected by the throttled speeds, but because it is a device connected to the network just like the others, it is subject to the same issue. 

Since you state you have already performed all of the troubleshooting steps to correct this, I recommend calling into our support line and speaking with the VoIP department specifically. They will be able to escalate the case for deep investigation, should Tier 1 be unable to determine the issue. 

-Damian           

[wvfreedom]

May I have their phone number? I've been unable to reach them thru the phone numbers on the site. Thank you again.

[GabeU]

@wvfreedom 

The customer support number is 866-347-3292.  

[wvfreedom]

I've gone to locations where I could use my cell phone to call them since my HughesNet Voice calls are dropped constantly, sometimes as soon as it begins ringing when I'm calling out it will drop, calls won't go out or come in I'm told, audio is garbled or robotic, they can hear me, I cannot hear them, etc. Often, multiple issues will happen during one call. We have reported these problems multiple times during our entire time of service which has been over a year. It has never improved, no new equipment has been sent and no service call has been done. We are always told that the problems will be 'investigated". We never hear back from anyone and service is a bad as ever. I am disabled and this is my only phone service option at this time, so I guess they've got me over a barrel with that. This service is not reliable and it needs to be, especially in case of an emergency. I can't believe with so much technology that this is the best you can do and I'm stuck paying for useless service. We have been extremely patient for a long time, but that patience has run out.This is a ridiculous sham. If you need to reach me, don't call my home phone because it doesn't work. Letter by Pony Express would be a better bet.

[maratsade]

I hope the reps on this site get back to you today about the issue. 

Is this the only phone service you have available? Have you checked alternatives such as cell service? Some companies have cell coverage all over the country. 

[Liz]

Hi wvfreedom,

Thanks for reaching out again. Garbled audio is something our VOIP engineers have been and are continuing to investigate. Perhaps you can help? Are you willing to try getting on a phone call with our corporate engineers so they can investigate a live case?

  Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

[Liz]

Good morning wvfreedom,

It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

Thanks,

Liz