No Caller ID on Hopper or Joeys

[techmgrcec]

Looking for a little help with diagnosing a problem with Caller ID on my HWS/Joey setup. Caller ID works on my phones, and the Phone Line test shows okay on the HWS - but no information shows upon the screen when a call comes in. The Caller ID option in Setup is ON, but nothing happens and there is nothing listed in the Caller ID History.

Any help would be appreciated.

 

[KAB]

Has it ever worked? Regular land line?

It is a known issue that some people have experienced for some time.

 

[techmgrcec]

Phone is a hard line, and Caller ID worked on the old ViP722 receiver that the HWS replaced. Same phone line used on both receivers - old one worked, new one doesn't.

 

[Bobby]

Sounds like the Hopper is defective. You probably need a replacement. This, all based on the fact that you say the phone tests OK and you have the Caller ID enabled on the Hopper...

 

[Hall]

but no information shows upon the screen when a call comes in

No information as in nothing at all or does it say "Incoming call" or "Name unavailable" or something ?

 

[techmgrcec]

No information at all - nothing shows up on the screen when a call comes in as it did with the ViP722, and nothing shows up in the Caller ID History. I've also tried a Red Button Reset and an unplug reset - no change.

 

[Hall]

Okay, was just wondering if it was detecting the call but maybe the caller-ID info/data wasn't in a format (I would really hope that stuff is very standardized) that the Hopper didn't understand. Who is your local phone provider ?

I would almost agree with Bobby that your Hopper is defective (a bad phone jack) but you say the dial-out test works okay.

 

[dvrexpander]

What does the diagnostics show when you test the connections?

If it shows connected then you may need to just wait it out a little and let the hopper "settle down" if this from a new install. If not and been like this a while and the connection shows no but you get a dialtone with a phone tested directly from that line then it is likely the hoppers modem is defective. I've seen this a bunch when doing installs on them.

 

[Bobby]

Yeah, if it is a new Hopper install, you have to wait for several days for everything to work properly...

 

[techmgrcec]

The Hopper was installed two weeks ago today, so I would assume that it should be up-to-date. Guess I'll be contacting my installer to see what he has to say.

Thanks for the input.

 

[Hall]

Two weeks is plenty of time

 

[Bobby]

Yep, see if you can get a replacement....

 

[ChadT41]

Out of curiosity is your phone provider CenturyLink or ATT?

 

[dvrexpander]

The Hopper was installed two weeks ago today, so I would assume that it should be up-to-date. Guess I'll be contacting my installer to see what he has to say.

Thanks for the input.

If a solid 2 weeks then most likely an issue with the Hopper... just give Dish a call and they will RA you a new box and save you a bunch of issues and a repeat visit from a tech when its just a simple swap. Contact one of the DIRT members here they will set that up for you.

 

[lucky86]

Caller ID on dish boxes has always been finicky. I would also guess it's the Hopper.

 

[356B]

I have a similar Caller ID issue on one of my H2Ks, one works the other does not, this has happened before. Usually a reboot, soft or hard fixes, but not this time. All connections and switches are in the on positions.