On June 20, 2019 I upgraded from Hughesnet Gen 4 to Gen 5 with Hughesnet Voice. Problems with dropped calls began immediately. The disconnects are random, occurring anywhere from a few seconds into the call to approximately thirty minutes into the call. The only consistency is that it occurs on every call, every day. I have numerous calls to Hughes tech support about this problem. Some times the call is dropped four or five times before it will stay connected long enough to actually talk to tech support. At the request of tech support, the following has been tried to correct this problem: 1. Replaced corded phone with a wireless phone – DID NOT FIX THE PROBLEM. 2. Eliminated all in-house wiring - DID NOT FIX THE PROBLEM. 3. Changed to a different electrical circuit and a different battery backup system - DID NOT FIX THE PROBLEM. 4. Replaced all telephone cords and the data cable from the modem to the ATA – DID NOT FIX THE PROBLEM. 5. Replaced the ATA – DID NOT FIX THE PROBLEM. 6. Hughes dispatched a technician to replace the modem. This technician did not even know what an ATA was. – DID NOT FIX THE PROBLEM. 7. Hughes dispatched another technician to replace the LNB transceiver. The technician replaced my 2 watt transmitter with a 1 watt transmitter. This may not make a difference to those who lease their equipment, but I purchased my equipment. I WANT MY 2 WATT TRANSMITTER BACK! The technician was unaware of the difference between the two transmitters. – DID NOT FIX THE PROBLEM. 8. Replaced the cable from the LNB to the modem – DID NOT FIX THE PROBLEM. 9. It is now August 10, 2019 and I am awaiting a call from a technician to schedule a service call. Tech support wants to replace the ATA again. Apparently engineering can’t remotely access the ATA. According to tech support, engineering wants to get the information out of the ATA before it is disconnected. I don’t know if that is possible, especially if the technician does not even what an ATA is. I suspect he will just replace the ATA and leave, not fixing the problem. They will not send the ATA directly to me as they did the first time it was replaced, so I will be billed for the service call. NOT GOOD, SINCE THE SYSTEM HAS NOT WORKED SINCE IT WAS INSTALLED. Big River Telephone has also been involved in diagnosing this problem. They determined that the original ATA would randomly not respond to their system. Obviously, replacing the ATA did not fix the problem, since it is now being replaced again. I should point out that Hughes Engineering was finally involved prior to the transceiver being replaced and according to what I was told by tech support, they were seeing the SQF dropping from above 100 to 30, then recovering immediately. THAT WOULD CAUSE THE DROPPED CALLS PROBLEM. I doubt that problem has been fixed, since calls are still dropping, and apparently Hughes does not allow customers to talk to engineering directly: this problem is well beyond the capabilities of the average Hughes tech support person (no offense intended). I should also point out that the Billing Department has credited my account for the first month due to this issue. I am not sure they will continue to do that. I have been told that I will be billed for the service calls, although I don’t think that is fair since the system has not worked since the install date. I have the following Case Numbers, all concerning this problem: #122205110, #122496030, #122203879, #122516213, #122612023, #122639550, #122714428, and one unknown case number for the upcoming service call. This problem needs to be escalated to whatever level of engineering has the capability to fix it. It also needs to be escalated to management to make sure something is done to resolve the issue.
... View more