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06-12-2021
04:42 PM
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10-01-2018
02:32 PM
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
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09-29-2018
12:27 PM
1 Kudo
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
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09-29-2018
10:25 AM
3 Kudos
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.
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09-28-2018
02:05 PM
I do this multiple times every day! Often, when it drops a call, I start getting a ringback, as though the system were trying to reestablish the connection. When I pick up, the line is dead. As soon as I hang up, it rings again. The only way to stop this is to cycle the ATA. Sometimes, I cycle both, but getting everyone out of what they're doing and off the internet is a bit more hassle. In any case, that has not helped yet. Once it has started dropping calls, the chances of making another call of more than 2 minutes or so diminish dramatically. Cycling the sysytem fully or partially does not seem to change that. I hope I can get some response soon. For obvious reasons, I can't *call* customer service on the VOIP. We are in a rural area with no cell phone service. (To be fair, the only wired phone provider in this region is Frontier, and their products, pricing, and service are terrible!) HELP! Please!
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09-27-2018
10:05 AM
I haven't heard from the VOIP team. Last night, our first call was dropped after about 12 minutes. The phone began ringing repeatedly as though the person we were talking to was trying to call back (she wasn't) and when we would answer, the line was dead. Hang up. Repeat. I turned off power to the ATA to make that stop. After that, we could make a call and it would last a minute or two before disconnecting. I hope to hear from the VOIP team soon. We have no cell phone signal at home, so we can't really call customer service.
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09-26-2018
12:48 PM
Thanks for the quick reply. Let's see if we can make it work again!
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09-26-2018
11:40 AM
We have a problem with our HughesNet phone service for the past 2-3 weeks. After 8-10 minutes or so the call drops. Sometimes we cannot reestablish the call without trying 5-6 times; then when we reestablish the call it drops within 2-3 minutes or less. Sometimes, after dropping the call, we will get a phantom ringback (caller ID shows the number we were just talking to) as though the system is trying to reestablish the connection. When we pick up, it’s just a dead line. It happens at all times of day, but seems to be worse in the evening, or perhaps that’s when we tend to be on the phone with family and friends. In any case, this is making it very difficult to do business during the day or call our daughter in the evening. This problem did not arise until 2-3 weeks ago; prior that that it was fine for 9 months, so I would assume that the handset equipment, wiring, setup, and configuration are not the problem. Perhaps the voice adaptor? I have done numerous power cycles of just the phone adapter and of the whole system; doesn’t seem to make any difference. Can we run some remote diagnostics to check the modem and ATA?
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