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Frequiently Ask Questions
Frequently Ask Questions
1.Why is there a limit on the number of TV shows and movies I can watch?

To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy that establishes an equitable balance of Internet usage for all customers. Hughes assigns a Data Allowance to each service plan, which limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.

2. I like to watch TV shows and movies in high definition (HD). Can I watch HD on Netflix with my HughesNet service?

Yes, you can watch your shows and movies using high definition over HughesNet. Keep in mind that high definition uses higher amounts of data than the standard-definition shows do. So be sure to set up your free HughesNet Status Meter to monitor your monthly Data Allowance to ensure you get the most from your online activities.

3. I typically watch more than 30 hours of TV shows and movies in a month. What if I need to use more?

There are a couple of things you can do if you’d like to watch more shows. First, the popular video services like Netflix and Hulu allow you to manage the amount of data you use by adjusting your video quality setting. You can go to your account settings online for these services and select different player setting options to manage the amount of data you use when playing movies and TV shows on Netflix. This change alone can double your viewing hours from 23 hours of standard-definition viewing to 46 hours with our mid-tier plan. Or you can purchase additional bandwidth on an as-needed basis with HughesNet Tokens. An extra gigabyte of usage can be purchased for only $9.

4. I don’t use Netflix for watching movies. Can I use HughesNet with Hulu, HBO Go®, Crackle®, etc., instead?

Yes, HughesNet will work with most major Internet streaming video providers. Just be sure to monitor your monthly download allowance using the HughesNet Status Meter.
Static IP

Static IPs are not available with residential service. If a static IP is needed, we recommend that you contact the Hughes business services group at 1-866-674-4406. If you plan to use HughesNet for remote home devices that allow you to control your lights or thermostat from a phone or for a security device that allows you to watch video remotely, we recommend that you check your device’s user manual to see if a static IP is required.
Videoconferencing (Skype™, Google Chat™, FaceTime™)

You can use videoconferencing with Gen5 plans, but we encourage users to monitor their Data Allowance when videoconferencing. Free tools, such as our Status Meter, will help you with tracking Data Allowance in order to get the most out of your online activities.

5. Why choose HughesNet as the satellite Internet service for your home?

Hughes is the leader in satellite Internet services and networks, with over 1.5 million systems installed in more than 100 countries. For over 40 years, Hughes has been developing and implementing satellite technology. As the pioneer in the satellite industry, Hughes is able to offer unparalleled satellite Internet services. Hughes offers satellite service globally under the HughesNet brand.

HughesNet is a satellite Internet service which provides Internet access to customers no matter where they live in the contiguous United States. Dedicated to the individual consumer and their satellite Internet service needs, Hughes provides high-speed Internet to both rural and urban customers, offering high-speed satellite Internet access. This satellite Internet service is particularly revolutionary to rural customers who have had limited or no access to high-speed Internet in the past.

Whether you are an individual looking to access the Internet at home or a major multi-national company needing to provide Internet access to hundreds of employees, there is a HughesNet service plan that can deliver satellite Internet directly to you.

Satellite Internet Service Provider
Headquartered outside Washington, D.C., in Germantown, Maryland, USA, Hughes operates sales and support offices worldwide, and is a wholly owned subsidiary of EchoStar Corporation (NASDAQ: SATS), a premier global provider of satellite operations and digital TV solutions.

Hughes operates several Network Operations Centers (NOCs) that are equipped to monitor customer networks at all times. These are the same centers that receive information from your home computers and transmit that data to Hughes satellites.

All of Hughes’ Network Operations Centers are staffed by qualified engineers to provide professional and reliable customer support. Any disruptions to your satellite Internet access are handled by our Customer Care and Technical Support staff through our Customer Care Website.

Learn more about HughesNet Business Solutions and Hughes Worldwide or sign up today for high-speed satellite Internet service for your home.

COMMITMENT TO QUALITY
At Hughes, quality is our first concern. We make it our mission to:

Set the standard for excellence in our industry.
Earn the respect of our customers and suppliers throughout the world.
Satisfy customers by meeting their needs and exceeding their expectations.
Deliver error-free, competitive products on time and services second to none.
Ensure that every job is done right the first time, every time.

6. Is HughesNet a solution for rural satellite Internet service?

A recently published Pew Internet & American Life Project memo states that “70% of Americans have broadband connections at home. The survey was completed in September 2013... In June 2000, when about half of adults were online, only 3% of American households had broadband access.”

7. What is broadband satellite Internet for the home?

With HughesNet you can have broadband satellite Internet access in your home regardless of where you live and without tying up your phone lines. Order HughesNet and a certified HughesNet installer will visit your home to install a satellite dish and modem. This will give you broadband satellite Internet access from your home computer.

8. What are my options for high-speed satellite Internet?

For the home user, there are various high-speed Internet options with HughesNet. All of the satellite Internet plans come with an always-on connection, super-fast downloads, 24/7 technical support, a minimum of five email accounts, and email spam and virus filtering.

Determine what plan you need at home based on your Internet needs. If you like to download videos and often visit Websites that contain many graphics, then our fastest plan may be the best option for you with its high-speed Internet download speed of up to 15 Mbps. On the other hand, if you use the Internet mainly for checking and sending email, then our most basic plans may meet your needs with a download speed of 5 Mbps. For more details on satellite Internet pricing and plan descriptions, visit the Plans & Pricing page. Once you’ve decided what meets your high-speed Internet connection needs, get started with HughesNet by signing up today.

Satellite Internet Connection Technology
In order to have a satellite Internet connection in your home, you will need to have a satellite dish (antenna) attached to the roof of your home and a satellite modem connected to your home computer.

The satellite dish and modem technology is provided to you by Hughes and is installed by a certified HughesNet installer at a time that is convenient for you. Inside your home, the installer needs to connect the satellite modem to your personal computer. The connection enables you to have that fast satellite Internet speed that won’t tie up your phone lines.

To learn more about satellite Internet speed or sign up for a satellite Internet connection, visit the Plans and Pricing page to place your satellite Internet order.

9. What is Internet via satellite?

Hughes is able to offer high-speed Internet service via satellite for homes all over the country, including those in rural areas. This is thanks to satellite technology that is much like the satellite systems used for televisions.

10. What are the most common myths about satellite broadband providers?

Some people may be hesitant to subscribe to satellite Internet because of myths they’ve heard – or because they are unaware of the convenience and quality offered by satellite broadband providers.

11. Is high-speed Internet from HughesNet always available?

One of the greatest benefits of being a satellite high-speed Internet customer through HughesNet is that the Internet is always on.

In addition to round-the-clock high-speed Internet availability, HughesNet customers receive other benefits as well. By signing up for a satellite high-speed Internet plan, customers receive:

Five or more email accounts each with up to 2 GBs of storage space.
Spam and virus protection.
Blog creation tools.
A customizable Web portal where you can access news, information, and all your favorite Websites in one place.
Online account management.
24/7 Technical and Customer Care support.
Benefits of choosing HughesNet as your high-speed satellite Internet service
The HughesNet Website provides a convenient set of tools for customers to use. After signing up for satellite high-speed Internet, it’s easy to create an online account. With an account, you can change your billing information, manage email accounts, upgrade your service, and more.

In addition to these account management tools, the Hughes Website provides a comprehensive list of troubleshooting articles, frequently asked questions, and other high-speed satellite Internet service help. If there ever comes a time you need to speak with Hughes about your service, the HughesNet user-friendly customer portal allows you to contact the HughesNet Customer Care and Technical Support staff 24/7. There are three easy ways to contact us:

Via live chat and with a support representative.
Email HughesNet and receive a response within 24 hours.
Call us at 1-866-278-3996.
Whichever method of contact you choose, a Hughes team member is always available – just like our high-speed satellite Internet service.

12. Does Hughes provide high-speed Internet options to everyone in the United States?

Because of advancements in technology, Hughes is able to offer high-speed Internet via satellite to almost anyone in the United States. As a satellite ISP, Hughes is dedicated to supplying reliable satellite Internet connections for customers. Since many Hughes customers live in rural areas where cable and DSL are not available, HughesNet is one of the only high-speed Internet options available. Hughes takes pride in offering reliable high-speed Internet to those who wouldn't normally have this option.

Definition of terms for high-speed & satellite Internet

As a satellite ISP, Hughes strives to offer a reliable high-speed Internet option with a customer-friendly and easy-to-use service. This list of glossary terms is meant to familiarize you with satellite Internet and answer questions you may have.

56K line – Most dial-up Internet connections use a telephone line that allows transfer of data at 56,000 bits per second. 56K line refers to this type of Internet connection.

Bandwidth – This term describes the amount of data that can be sent through a particular Internet connection or network. High-bandwidth Internet connections (faster than 768 kilobits per second) are often called “broadband” or “high-speed Internet.”

Bit – A single binary value; a bit is the smallest piece of computer data. Many bits are needed to transmit even the simplest file.

Broadband – Broadband refers to an Internet connection with download speed in excess of 768 kilobits per second.

Dial-up – This term refers to an Internet connection through a home telephone line.

DSL (digital subscriber line) – Allows user to access the Internet by way of existing telephone lines.

Ethernet – A commonly used local area network (LAN) that connects computers to one another and/or connects a computer to the Internet.

Firewall – Software that protects your computer network from outside users.

High-speed Internet option – An ISP (that is, satellite, cable, or DSL) offers an Internet service option that provides enough bandwidth for high-speed Internet use.

IP (Internet protocol) – Programming language that serves as the backbone of the Internet. “IP” is short for “IP address.”

IP Address – Every computer has its own IP number, which acts as the computer’s identification. IP addresses are unique for each computer connected to the Internet. They are much like a physical address.

ISP (Internet Service Provider) – Each ISP offers service options to customers that range in bandwidth, type of connection, and other options such as email, storage space, and virus protection.

Kilobit – 1024 bits of data. Internet speeds are often measured in kilobits per second (kbps).

Megabit – One million bits

Modem – A modem connects your computer to a phone line, cable, or satellite. The modem acts as an interpreter between the two devices so that digital messages can be sent from your computer to another computer or to a satellite dish.

Satellite dish – An antenna affixed to a structure that sends and receives data. Home satellite users typically receive Internet access or television via satellite.

Satellite Internet – Using a modem, coaxial cables, and a satellite dish, computer users are able to access high-speed broadband Internet.

Satellite ISP – An Internet Service Provider that offers a satellite Internet connection to homes or businesses. A satellite ISP is particularly beneficial for rural residents.

13. What kind of satellite Internet rates does Hughes offer?

Hughes is a quality satellite ISP (Internet Service Provider). Hughes offers many affordable satellite Internet plans to the home user – both rural and urban residents.

Home satellite Internet rates using HughesNet service range in price and speed, but one thing remains consistent for all home satellite Internet plans (regardless of the rates) – they’re all faster than dial-up service.

For more information on HughesNet home satellite Internet rates, contact the HughesNet sales team at today at 1-800-592-3814

14. How does a satellite Internet connection work?

HughesNet customers only need an antenna and a modem to access the Internet via satellite. Satellite Internet connections are easy with HughesNet.

It doesn’t matter if your home computer is a laptop or a desktop or whether you operate on a Windows or Macintosh system. Satellite Internet connections are available to HughesNet home users no matter where you live in the contiguous United States. The only piece of equipment you need to provide is your own computer.

You can choose to buy or lease your equipment when you sign up for Internet access via satellite. The equipment is necessary because it interprets messages from your computer to the satellite.

A certified HughesNet installer will bring the equipment to your home and install the device with a power supply near your computer.

As a standard part of HughesNet installation, Hughes will install two 100-foot coaxial cables to allow your home Internet service to be connected. These cables are used to connect the computer to the modem and to the satellite dish.

The satellite dish, also called an antenna, will be installed on the roof of your home or on your property using mounting brackets. A radio will also be installed near the satellite dish.
Internet access via satellite
Hughes provides reliable Internet access via satellite to customers all across the U.S. Learn more about how satellite Internet works or call us with any questions at 1-866-278-3996.

15. Can I get high-speed Internet in my area?

Hughes is pleased to offer service in all states in the contiguous U.S.; we've written a little about them below:

HughesNet works very well as a broadband alternative in states with a high percentage of rural households. Many states are largely rural with very little broadband connectivity outside of urban areas. Other states have a higher percentage of households with cable or DSL, but still lack broadband connectivity in certain unserved areas. 

For information on HughesNet in Alaska, call Alaska Satellite at 1-888-396-5623.

For information on HughesNet in Hawaii, call Dish Hawaii at 1-808-929-7233.

16. What is your upload/download allowance policy (Fair Access Policy)?

What is the Fair Access Policy?
To ensure fair Internet access for all HughesNet Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.

Learn more about the HughesNet Fair Access Policy.


Speed

1. How fast is HughesNet broadband Internet service for your home?

HughesNet offers a number of Internet service choices to meet your broadband needs. All Hughesnet Gen5 plans offer download speeds of 25 Mbps.

When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. In all cases, actual upload speed will likely be lower than speed indicated during peak hours. See our typical speeds FAQ for more information. Download speeds may also be temporarily slowed in cases when patterns of system usage exceed the download threshold for an extended period of time. See the HughesNet Fair Access Policy for more information.

2. What connection speeds will I typically get with HughesNet?

When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.

If you choose to run a VPN that encrypts data, it interferes with your modem’s ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50-70%. In addition, we do not recommend using HughesNet to run time-sensitive applications that require fractions-of-a-second user inputs (such as twitch gameplay or real-time equities trading).

3. What is transmission latency?

Latency refers to the amount of time it takes a packet of data to travel across a network. With satellite service, that data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. Therefore, time-sensitive applications that require fractions-of-a-second user inputs (such as multi-player “twitch” games or real-time equities trading) are not recommended with HughesNet.

4. What plan fits my lifestyle?

With HughesNet Gen5 you can enjoy the best things the Internet has to offer – from email and social media posts to photos, music, and more, you can find the right plan for you. Find your plan.

Compatibility

1. What are the computer system requirements for HughesNet?

HughesNet lets you connect your computer to the Internet whether you are running a Windows or Macintosh operating system. Here’s what your computer will need for you to use HughesNet:

A compatible operating system:
Windows users: Windows Vista, Windows 7, and Windows 8
Apple users: Mac OS 10.7 (Lion), 10.8 (Mountain Lion), or 10.9 (Mavericks)
A PC with ethernet network capability, or a wireless router of your choice to use with your other wireless devices

2. Is HughesNet compatible with my Mac?

Yes, HughesNet is compatible with Mac OS 10.7 (Lion), 10.8 (Mountain Lion), or 10.9 (Mavericks). A PC with ethernet network capability or a wireless router of your choice to use with your other wireless devices is also required.

3. Can I connect a wireless router to my modem?

All HughesNet Gen5 residential plans come with a built-in wireless router.

4. Can I use HughesNet to run a small network?

Yes, you can connect multiple home computers and laptops to a single HughesNet Internet connection. Home networking equipment may be required and is not included with your HughesNet system. For network setup, support, and configuration, contact your network hardware manufacturer and/or operating system software developer (Hughes is not responsible for home network configuration or management).

Please understand that all computers on this network will be sharing a single connection. Simultaneous use of high-bandwidth applications by multiple users may result in degradation of speed and is subject to the HughesNet Fair Access Policy.

5. Can I use a PCMCIA card adapter for my laptop?

Yes. All you need to connect your computer to the HughesNet modem is either a PC with ethernet network capability or a wireless devices. The HughesNet system includes an Ethernet cable to connect your computer to the HughesNet modem.

6. Can I run a VPN over HughesNet?

We do not recommend using a VPN with your HughesNet service.

Your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. When you use a VPN connection that encrypts data, it interferes with your modem’s ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50–70%. You can restore your connection to full speed by simply disabling your VPN client when your session is over.

Note: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients.

7. Why does the service slow down when used in conjunction with a VPN?

HughesNet uses sophisticated acceleration techniques to enable high-speed performance over satellite. These acceleration techniques require access to data packet header information, which is blocked when IPSec-based VPNs are used. These VPNs encrypt the data and create a secure tunnel through the HughesNet network. The encrypted data cannot be processed by HughesNet’s acceleration techniques, therefore resulting in slower performance. Depending on the type of VPN used, you may see overall speed reduced by 50–70%.

8. Can I put this system on a boat or in an RV?

HughesNet Home and Professional service is available for non-mobile (fixed) locations. 

Gaming

1. What are real-time games?

These are typically games in which one player is playing directly against multiple other users at the same time over the Internet. Another term for this is “online multi-player games.” Examples include sports games in which you play directly against other gaming system users such as in a football or soccer game, and “military simulation games” such as Call of Duty™ and Battlefield™.

2. Why don’t real-time games work?

With satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.

3. Playing real-time games is one of the main reasons I called to order HughesNet. Can’t I try it out to see if it works?

HughesNet is committed to providing a quality user experience to our customers. The HughesNet service is ideal for most Internet-based activities. However, the majority of real-time, multi-player games that people play on Xbox LIVE and PlayStation will not work on HughesNet or any satellite Internet service.

4. Can I play multi-player games that do not require real-time connections?

Yes, “turn-based” games, such as casino games, and strategy games such as chess, will work fine via HughesNet satellite Internet service. Role-playing games, such as FarmVille™, Angry Birds™, and other popular Facebook games will also work with HughesNet. You can use the Xbox and PlayStation consoles to download games to play offline, and use the streaming video and music services offered through your gaming system.

5. How do I use video and music services through a gaming system?

Many gaming systems are capable of connecting to video and music services, such as Netflix, Hulu, and Pandora®. You will need to refer to your gaming system owner’s manual to determine which services are supported with your particular console. In addition, these are often subscription-based services that require you to have an account or monthly subscription package directly with that video or music service provider. It is also important to note that streaming services often use high amounts of data, so be sure to set up your free HughesNet Status Meter to monitor your usage so you don’t unexpectedly exceed your monthly Data Allowance.

6. Can I download games, stream video and music through my gaming system?

HughesNet Gen4 service plans will work with many features offered through gaming services such as Xbox LIVE® and the PlayStation Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as Netflix® and Hulu™. However, the majority of real-time, multi-player games that people play on Xbox LIVE and PlayStation will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable.

Satellite TV

1. If I already have DIRECTV or DISH network service, do I need to get a new dish for HughesNet?

Yes, the HughesNet system requires a unique dish in order to send and receive information via satellite. You cannot use your DIRECTV or DISH network dish for HughesNet high-speed Internet service.

2. I have DIRECTV / DISH network service already. Will this be on the same bill? Any special deals?

Ask your sales represenative about any special offers that mey be available in your location.

Installation

1. Why is there a requirement that the HughesNet system be professionally installed?

The Federal Communications Commission (FCC) requires that trained professionals install any satellite system that both sends and receives signals.

2. What is included with a professional installation?

The HughesNet satellite modem (Indoor Unit or IDU) with power supply will be connected to your computer with a HughesNet-supplied LAN cable.
A HughesNet satellite antenna (dish), radio, and mount will be located:
With a clear line of sight to the southern sky.
At least 4 feet off the ground so that it is out of reach of small children.
So that it is accessible with a 24- to 25-foot ladder for quick and easy servicing should it ever be required. This is usually on the first level of the residence.
Up to 125 feet of dual RG-6 cable will be run from the antenna outside to the computer inside through a single exterior wall penetration to an adjacent interior wall. It will be terminated on the inside wall with a two-connector faceplate.
A grounding block is provided and the entire system is grounded to an NEC-approved bonding point.
All outdoor penetrations and water-resistant compression fitting are thoroughly weather-sealed.

3. What non-standard installation items are not covered?

Customers sometimes want to enhance or customize their installation to specific requirements. Some of the more common enhancements are mentioned below. While they are not included in a HughesNet standard installation, these enhancements may be purchased directly from our independent certified HughesNet installer. All costs for non-standard work or equipment will be itemized by the independent HughesNet installer on the HughesNet Installation Reference Sheet and require your authorization signature before proceeding. These non-standard installation items include:

Wireless or hard-wired network routers.*
Configuration of your computer(s) to work with a wireless or hard-wired network router.
Major customization on your HughesNet system that would require the installer to:
Spend excessive time onsite to meet customer-directed requirements.
Purchase special materials, molding, or cosmetic hardware to hide exposed cables.
Remove, repair, or build structures to hide or support the HughesNet system.
Multiple site surveys requiring more than the installation visit to determine possible HughesNet dish locations.
*The installer will work with you to provide the best possible location for your system. The HughesNet service does not include, nor does it require, a wireless router. If you would like to set up Wi-Fi in your home, you may purchase a wireless router from any major electronics retailer. To see a list of recommended routers, visit the Wireless Routers section on this page. If you have any additional needs such as installing a wireless router, home network setup, or other custom work, please discuss costs and availability with your installer.

4. Can the certified HughesNet installer hook up my home network?

If you’d like, you can inquire if this option is available through your installer when you set your installation appointment. However, home networks are not included or supported by Hughes technical support. Multiple simultaneous users may degrade service. Uninterrupted service and stated speeds are not guaranteed.

5. How quickly will I be up and running?

On average, most customers are installed within 2 weeks of their order. When you place your order today, your name will be provided to a certified HughesNet installer, who will contact you within 3 days. You and the installer will then work out a mutually agreeable date and time for your installation. If less than 2 weeks is too soon for you, just place your order when you’re ready for HughesNet high-speed Internet service!

6. What can I expect at the time of installation?

I’ve placed my order – what happens next?

A professional installer will call you within 3 business days of your order.

What if I don’t hear from them?

If you have Internet access, visit our order inquiry site. This site provides the contact information for your assigned installer and distributor. If you do not have Internet access, call toll-free: 1-866-293-8945.

Who is my assigned installer?

If you provided an email address at the time of order, we will send you an email with the contact information for your installer and distributor.

Can I install it myself?

No. The FCC mandates that all installations be completed by an authorized professional installer.

What if I need to change my appointment?

Contact your installer directly to reschedule.

Plan for your installation.

Think about where you want the modem installed in your house (next to your computer). Here’s what your computer will need for you to use HughesNet:

A compatible operating system:

Windows users: Windows Vista, Windows 7, and Windows 8
Apple users: Mac OS 10.7 (Lion), 10.8 (Mountain Lion), or 10.9 (Mavericks)
A PC with ethernet network capability, or a wireless router of your choice to use with your other wireless device.

Where is the satellite dish installed?

Your dish will be installed on the roof of your home in a location that has a line of sight to the southern sky and is accessible with a 24- to 25-foot ladder for quick and easy servicing.

Do I need to be at home during the installation?

Yes. There are often several locations where the satellite dish can be installed. The installer needs your help to select the best location for you.

How long does it take?

Installation will take approximately 4 hours.

What’s a “clear view of the southern sky”?

The satellite dish mounted at your home must be able to “see” the satellite that’s positioned in the southern sky without trees, buildings, or barriers in the way. This “clear view” is needed so that you can send and receive information.

Why does my modem look different from my neighbor’s modem?

The modem may look different depending on which satellite it communicates with. All modems come with a minimum 24-month limited service warranty.

What is included with a professional installation?

The HughesNet satellite modem (Indoor Unit or IDU) with power supply will be connected to your computer with a HughesNet-supplied LAN cable.
A HughesNet satellite antenna (dish), radio, and mount will be located:
With a clear line of sight to the southern sky.
At least 4 feet off the ground so that it is out of reach of small children.
So that it is accessible with a 24- to 25-foot ladder for quick and easy servicing should it ever be required. This is usually on the first level of the residence.
Up to 125 feet of dual RG-6 cable will be run from the antenna outside to the computer inside through a single exterior wall penetration to an adjacent interior wall. It will then be terminated on the inside wall with a two-connector faceplate.
A grounding block is provided and the entire system is grounded to an NEC-approved bonding point.
All outdoor penetrations and water-resistant compression fitting are thoroughly weather-sealed.

What non-standard installation items are not covered?

Customers sometimes want to enhance or customize their installation to specific requirements. Some of the more common enhancements are mentioned below. While they are not included in a HughesNet professional installation, these enhancements may be purchased directly from our independent certified HughesNet installer. All costs for non-standard work or equipment will be itemized by the independent HughesNet installer on the HughesNet Installation Reference Sheet and require your authorization signature before proceeding. These non-standard installation items include:

Wireless or hard-wired network routers.
Configuration of your computer(s) to work with a wireless or hard-wired network router.
Major customization on your HughesNet system that would require the installer to:
Spend excessive time onsite to meet customer-directed requirements.
Purchase special materials, molding, or cosmetic hardware to hide exposed cables.
Remove, repair, or build structures to hide or support the HughesNet system.
Multiple site surveys requiring more than the installation visit to determine possible HughesNet dish locations.

Get Installed

On the agreed-upon date and time, the installer will arrive with all of the equipment needed to get your HughesNet service connected. They will complete your installation and make sure you are up and running before they leave your home.

Gen5

1. What is HughesNet Gen5?

HughesNet rolled out its 5th-generation high-speed satellite Internet service – HughesNet Gen5 – to give you more of what you need, including dramatically improved performance and support to do more of what you love.

2. What makes HughesNet Gen5 different?

With HughesNet Gen5 you get greater download capacity than ever before with dramatically improved performance and support for high-bandwidth applications like video and music. The new Gen5 service is now serving fom coast to coast. It is presently the only true high speed satellite service to be available in all 50 states.

3. Why should I choose HughesNet Gen5?

With Gen4, we made our service even better with the addition of our high-capacity satellite. Hughes invented satellite Internet and has the advantage of over 40 years of proven experience and innovation in satellite communications.

4. Is there a limit to the number of computers I can connect?

The most basic plan can handle one computer, and the fastest plan can handle multiple computers.

5. What is Data Allowance and how does it work?

In order to ensure that all users have fair access, every satellite Internet service sets a cap on the amount of data that any individual user can download or upload within a given period of time. With HughesNet Gen5, the Data Allowance is set on a monthly basis, and the amount of data you can download or upload depends on the plan you choose. Regardless of which plan you choose, with HughesNet Gen5, you get a generous Data Allowance, which means you can do more of the things you love to do online.

6. What is the difference between Data Allowance (anytime) and Bonus Bytes?

With HughesNet Gen5 residential your total monthly Data Allowance includes two components: 1) A generous anytime Data Allowance that can be utilized at any time, including during peak daytime hours. The amount of your “anytime” allowance depends on the plan you choose. The most basic plans come with 10 GB, while the largest plan comes with 50GB. 2) All Hughesnet Gen4 plans now come with 50GB of extra Data Allowance called Bonus Bytes, which can be utilized during the off-peak, nighttime hours (2 a.m. – 8 a.m. in your local time zone.) Bonus Bytes are a value-added feature you can get only with HughesNet Gen4. With Bonus Bytes and the Download Manager tool offered with HughesNet, you can schedule large downloads such as Microsoft software updates to take place during the night so they only use Bonus Bytes and have no impact on your “anytime” Data Allowance. Bonus Bytes are another way HughesNet Gen5 lets you do more of the things you want to do online.

7. So how much Data Allowance do I get in total?

Your total Data Allowance (monthly) is the sum of your anytime Data Allowance (for use at any time, including peak daytime hours) plus your Bonus Bytes (for use during off-peak hours, 2 a.m. – 8 a.m.). With the most basic plans you get a total of 60 GB per month, and with our largest residential plan, you get a whopping 100GB per month! Regardless of which HughesNet Gen5 plan choose, you’ll be able to do more of the things you love to do online.

8. Can I use the Gen5 service for VoIP, Skype, Netflix, and VPN? And if not, when will it be available?

Yes, you can use Skype and Netflix with our Gen5 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. For VPN, you may use a VPN with HughesNet, but when you use a VPN connection that encrypts data, it interferes with your modem's ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50–70%. You can restore your connection to full speed by simply disabling your VPN client when your session is over. And we have great news about VoIP: read about ourHughesNet Voice service!

Express Repair

1. What are HughesNet Express Repair plans?

These service protection plans are designed to assure you that your HughesNet service will be restored in a quick and efficient manner in the event a problem occurs. You can select Basic or Premium service for repairs that require onsite attention. Both services offer live technical phone support (toll-free), and if needed, a certified HughesNet technician will come to your home or business to restore service for only a $29.95 co-pay after the 30-day vesting period.

2. My HughesNet service is still under warranty – why would I want HughesNet Express Repair?

Under warranty, you have access to 24x7 technical phone support, as well as onsite support as needed. While most problems are resolved with a simple phone call, it may take up to 7–10 days for a certified technician to visit your home or business to restore service, under the warranty. With Express Repair, if a visit is deemed necessary to restore your service, then a technician will be onsite by 5:00 pm the next business day with Express Repair – Premium; with Express Repair – Basic, you will be contacted by the technician by 12:00 pm the next business day to schedule an appointment. Service may be delivered as soon as that day or at the next earliest convenience of the member.

3. If I lose service and HughesNet Customer Care determines a site visit is required to fix the problem, how long before the service technician comes to repair it?

Onsite calls are scheduled according to the time that Hughes receives the call that a problem has arisen. For next-business-day service coverage (Express Repair – Premium), if your call is received prior to 1 pm, the appointment will be scheduled for the next business day. If the call is received after 1 pm, the appointment will be scheduled for the second business day.

For Express Repair – Basic, if your call is received prior to 1 pm, you will be contacted to schedule your visit by 12 pm the next business day. If the call is received after 1 pm, you will be contacted to schedule your visit by 12 pm the second business day after your call.

 
4. If I lose service, how likely will it be that the service technician can get me up and running?

On average, our certified HughesNet technicians restore service 99% of the time on their first onsite visit.

5. What is the pricing for Express Repair – Basic and Express Repair – Premium?

Select Express Repair – Basic with a 1-year term for only $6.95 per month, or choose Express Repair – Premium for next-business-day service for only $11.95 per month with a 1-year term. Both plans require a $29.95 co-pay if a service visit is required. A higher co-pay will be charged during the 30-day vesting period.

6. Where can I find Express Repair Terms and Conditions?

The Express Repair Terms and Conditions can be found on our legal site.

7. How will Express Repair be billed?

The monthly service fee for Express Repair will be billed to you as your HughesNet service is billed (on credit/debit card or via invoice, whichever method you have selected). The co-pay will be billed by that same means if a service visit is requested.

8. What is the vesting period?

Both Express Repair plans include a 30-day vesting period for existing HughesNet subscribers. Onsite service within the first 30 days of enrolling in a plan results in a higher co-pay than after the vesting period.

During the vesting period: $99 co-pay

If an onsite visit is required within the 30-day vesting period and you choose to start a new 24-month service commitment, the co-pay fee will be $99.


During the vesting period: $199 co-pay

If an onsite visit is required within the 30-day vesting period and you choose not to start a new 24-month service commitment, the co-pay fee will be $199.


After the vesting period: $29.95 co-pay

If you require onsite service after the 30-day vesting period, the onsite service co-pay will be $29.95.

9. How will Express Repair be billed?

The monthly service fee for Express Repair will be billed to you as your HughesNet service is billed (on credit/debit card or via invoice, whichever method you have selected). The co-pay will be billed by that same means if a service visit is requested.

Ordering & Customer Care

1. If I order HughesNet today, will you bill my credit or debit card today? If so, what is being charged today?

Yes, we will bill your credit or debit card at the time you order. If you Lease the equipment, the credit or debit card you’ve provided will be charged the total cost of the upfront fee, the first monthly service fee, and the first monthly lease fee, minus any promotional offers. If you also selected Voice, you will be charged for the HughesNet Voice equipment and first monthly service fee minus the promotional offer that will also be applied. State and local taxes are not included in your fees today. Applicable taxes will be charged on the day of installation.*

If you Purchase the equipment, the credit or debit card you’ve provided will be charged the total cost of the equipment, installation fees, and first monthly service fee, minus any promotional offers. If you also selected Voice, you will be charged for the HughesNet Voice equipment and first monthly service fee minus the promotional offer that will also be applied. State and local taxes are not included in your fees today. Applicable taxes will be charged on the day of installation.*

Initial orders must be made via a valid credit or debit card. After the initial order, you may elect to receive a monthly invoice for an additional fee of $5.

*Additional fees for non-standard installations will be charged and paid directly to the professional installer at time of installation.

2. Does HughesNet have an Early Termination Fee?

HughesNet Service Plans require a minimum service commitment of 24 months. If you terminate service prior to the expiration of the commitment, you will owe, and your credit or debit card will be charged, the Early Termination Fees and/or Unreturned Equipment Fees as described below.

HughesNet Early Termination Fees for purchases made on or after 5/1/14:

Early Termination: Purchase Option (equipment and standard installation purchased upfront)

If you cancel your order before installation, you will be refunded the amount that was collected at time of order.

If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service.

Early Termination: Lease Option

If you cancel your order before installation, you will be refunded the amount that was collected at time of order.

If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount of the Service Termination Fee will decrease by $15 per month for each month of active Service.

Further, you must return your HughesNet modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).

If you cancel after the end of your 24-month term commitment, you must return your HughesNet modem, power supply, and radio.

3. How can I/where can I purchase HughesNet?

You can order online from this site or you can speak with a HughesNet sales representative. To order online, select the “Plans and Pricing” link at the top of your screen to choose the plan that’s right for you. To speak with a sales representative, call 1-866-293-8945.

4. What is the HughesNet return policy?

For Lease only: You must return your HughesNet modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter). Hughes will provide instructions on how to de-install and return your equipment. You are not required to return, and Hughes is not obligated to de-install or pay for the de-installation of the antenna, mount, or any cables.

5. I’m a home user of the HughesNet service. How can I contact Customer Care when I have a question or problem?

If you are a “Powered By” or VAR end user, please contact your billing provider.

For HughesNet Technical Support or Customer Care, please log on towww.myHughesNet.com where you can chat with our technical support staff, check your usage, test your satellite speed, or browse our online help files. This site will also enable you to view your account status, online invoices, and activity history. Telephone Customer Care and technical support is also available toll-free at 1-866-293-8945.

 
6. Do you offer any special partner discounts to customers?

Yes, HughesNet has a program called HughesNet Perks to bring special offers to its customers. Some of our hundreds of current partners include Barnes & Noble, HP, Orbitz, Macy’s, Sears, Liberty Mutual, diapers.com, Skechers, Hertz, Walmart, Expedia, Target, Holiday Inn, Best Buy, Dick’s Sporting Goods, Toshiba, Saks Fifth Avenue, The Sharper Image, and NASCAR.com, to name a few.

7. Will I see charges on my first month’s bill or on the day of activation?

Because you are paying at time of order placement, the only charges you will see on the first bill will be fees for state and local taxes.

8. Will I receive any credits on my first bill?

Applicable credits will be deducted from the amount charged at the time of order, so you will not see any additional credits on your first bill unless you have modified the order with Hughes and removed any premium services or downgraded the service plan.

9. Will there be a $40 authorization hold on my credit or debit card?

No. Hughes is now charging for service at time of order placement and no longer requires a $40 hold on a card.

10. What charges will I see on my second bill?

You will be charged your second month of HughesNet Internet service, fees for any optional services you have on your account (i.e., Express Repair or PC System Essentials), state and local taxes, and the $9.99 equipment lease fee if you are leasing equipment. If you also have HughesNet Voice service, you’ll now see credit for the fees already paid when you placed your order, a credit for the promotional offer for your first month of phone service (as applicable), the second month’s service fee plus a credit for the promotional offer (as applicable), and taxes for the phone service.

11. What if I cancel before installation?

If your order is canceled before installation, please allow up to 7 business days to receive the refund to your credit card from the date your order is canceled.

12. Whom should I call if I cancel my order and don’t receive credit within 7 business days of cancellation?

Contact your credit card company first. If the credit card company states that they have not received a credit request from Hughes, call Hughes Billing Support at 1-866-347-3292.

13. I need to modify or cancel my order; how do I do that?

Please call Pre-installation Support at 1-800-592-3814

14. Whom do I contact to check the status of my order?

Visit orderstatus.HughesNet.com.

15. What if I cancel within 30 days of activation?

If you cancel before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first three (3) months after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service.

16. I changed to a less expensive plan/removed an optional service prior to installation. Will I get a refund on my credit/debit card?

No. The price difference will be issued as a credit on your account to be applied against your next bill.

17. Will I be charged for Express Repair or PC Systems Essentials at time of order?

No. When the first month’s service is free, say, for Express Repair, the amount charged at the time of order will exclude that first month’s service charge.

18. Can I get my charges summarized in writing? How do I get that?

It is essential that you provide a valid email address so that an order confirmation – listing the individual charges and promotional credits at the time of order – can be emailed to you. If you don’t have a home email address because you don’t have Internet service yet, please provide us with a valid work email address or a family member’s email address so that you can receive the email confirmation. The email is usually sent within a few minutes of placing your order, and we are unable to re-generate that email for you at a later date.

19. What happens if I modify my order and want to add an option, upgrade to a higher service plan, or want to change the order from a Lease upfront equipment option to a Purchase upfront equipment option?

Additional charges from the order modification will be applied to your HughesNet account and will be billed on your first bill after activation.

20. What happens if I modify my order and want to remove an option, downgrade my service plan, or change the order from a Purchase upfront equipment option to a Lease upfront equipment option before installation/activation?

A credit will be applied to your HughesNet account upon service activation. That account credit will then be applied against your future bill(s).

21. I don’t want a credit to be applied to my HughesNet account and would prefer that the difference be applied to my credit card. Can I just cancel my existing order and have you create a new order?

Yes, we can cancel your existing order and create a new one; however, since it may take up to 7 days to receive a credit, please realize that you may end up having two order charges temporarily applied to your credit card at the same time. Please call Pre-installation Support at 1-866-774-6580 with any questions.

22. I am an existing customer. Does my credit/debit card get charged upfront for an equipment or service plan upgrade at time of upgrade?

No. Since you are an existing customer, charges will be posted to your credit/debit card on your monthly anniversary billing date.




HughesNet Voice

1. What is HughesNet Voice?

HughesNet® Voice delivers home phone service over your satellite Internet connection. No matter where you live, you can enjoy affordable home phone service with FREE features such as Call Waiting, Caller ID, Call Forwarding, and more.

2. How does HughesNet Voice work?

HughesNet Voice uses advanced Voice-over-IP (VoIP) technology to deliver a feature-rich home phone service over your satellite connection. Current HughesNet subscribers will receive a self-install kit and a device called an Analog Telephone Adapter (ATA) which will route your calls through your satellite modem and dish. It’s as easy as that!

3. What features are standard with HughesNet Voice?

With HughesNet Voice you get a number of useful standard features including Call Waiting, Caller ID, Outbound Caller ID, Call Forwarding, Call Block, Simultaneous Ring, Enhanced Voicemail (accessible via dial-in, forwarded via email, and notification via text), a Web Self-Care Portal, and unlimited long-distance calling to the continental United States and Canada.

4. What plan options are available and how much does the service cost?

HughesNet Voice is available with two plan options, either with or without a two-year term commitment. The two-year commitment plan provides the best value for customers and includes a $75 savings on Voice equipment for new and existing customers. The service costs $19.95 per month, a $10 monthly savings. After three months, the fee then reverts to $29.95 per month. If you choose the Voice plan with no commitment, the service costs $39.95 per month (plus a one-time fee of $75 for equipment). Both plans come with FREE activation (a $50 value) plus FREE shipping and handling on equipment. International calling plans are additional.

5. How affordable is HughesNet Voice compared to a traditional landline phone?

With HughesNet Voice you don’t need a traditional landline phone any more! And because HughesNet Voice plans are so affordable, you can save as much as 25–35% over standard home phone service.

6. What is included with Voice installation?

For new HughesNet Internet and Voice customers, on the day of installation:

Your installer will arrive with the dish, the modem, and the HughesNet Voice ATA (analog telephone adapter). The installer will install your Internet service and set up and activate your Voice service. You will be required to accept the Voice Terms and Conditions prior to completing the Voice activation. You’ll also be shown a self-service website where you can update, change, and monitor your Voice service, as well as port your existing number should you choose.

7. What if I want to get HughesNet Voice after getting my Internet service?

All you need to do is contact Customer Care and add Voice to your existing account. The ATA will be shipped to you and it’s a very easy self-installation. You do have the option to have an installer do the ATA setup and activation but an extra fee will be required for that service call. The Customer Care agent will be able to cover those details with you and to set up an installation.

8. If I exceed my Data Allowance on my HughesNet Internet service, can I still make calls?

Yes. The Data Allowance you receive through your HughesNet Internet service plan does not impact calls using the HughesNet Voice service.

9. Is HughesNet Voice available for my small business?

Currently HughesNet Voice is available only for residential customers. In the near future, HughesNet Voice service for businesses will be launched. Stay tuned!

10. Can a home have a residential line to use for business purposes?

Customers can make incidental calls for business purposes, but the service is for normal and customary residential usage and is not intended for commercial, or business, purposes.

11. Does HughesNet Voice come with free long-distance?

HughesNet Voice comes with unlimited long-distance calling within the continental United States and Canada. You can also choose an add-on plan for international calling.

12. What options are available for international calling?

Currently there are two plans available for international calling. The International 200 Calling Plan costs $9.95 per month and gives you 200 minutes of calling to 60 countries. The International Unlimited Calling Plan costs $22.95 per month and gives you unlimited calling to 60 countries.

13. If I used up my 200 minutes for international calling on the International 200 Calling Plan, how can I add more minutes?

You can upgrade to the Unlimited International Calling Plan. However, if you revert to the International 200 Calling Plan, you will be charged a $25 transaction fee.

14. Can a customer make or receive an international call if they do not have one of Hughes’ international plans?

The customer must have a pre-subscribed international plan from Hughes in order to make an international call. However, they canreceive international calls.

15. Can I choose my own phone number or keep a number I already have?

Yes, when you register for HughesNet Voice you may either select a new telephone number or transfer an existing, preferred telephone number to your HughesNet Voice account through a process called “porting.” There is no additional charge to you for placing a porting request; however, once a porting request is placed, it cannot be canceled by Hughes. If you change providers and want to carry the same number with you, you will need to submit a new porting request through your new provider.

16. Can I port a disconnected phone number?

No. The phone number has to be up and working for it to be ported from the existing telephone company.

17. Can you convert a mobile number to a landline number?

Yes.

18. Can I still make calls if my service is suspended?

No, you cannot make calls if you choose to seasonally suspend your service.

19. Does the HughesNet Voice service support or provide Directory Assistance?

No, the HughesNet Voice service does not support or provide Directory Assistance.

20. Can a customer have a different long-distance provider (including international) than the company providing the local service?

Yes, the customer can elect to have a different long-distance provider. The customer will still have to buy the standard service from Hughes, which includes unlimited domestic U.S. long-distance service. The customer simply needs to give Hughes the name of their long-distance provider, and all long-distance calls will be directed to that long-distance carrier.

21. Can a customer use any type of ATA they like?

No, the customer has to use the ATA provided by Hughes.

22. How many phones can be supported on the home telephone line if the ATA is wired into the telephone wall jack connected to your home telephone wiring?

The ATA does NOT connect to your home telephone wiring. Do NOT connect the ATA to a telephone wall jack in your home. Your analog telephone or the base station of your cordless phone should only be connected to the Phone 1 jack of the ATA. When the base unit of a cordless phone system is connected to the Phone 1 jack of the ATA, you can use all the cordless phones that you purchased as part of your cordless phone system.

23. How many phone numbers does the ATA (Cisco Model SPA122-RC) provided by Hughes support?

The ATA will support one phone line (Phone 1).

24. Will the customer’s telephone number be placed in the local telephone directory?

Yes.

25. If a customer has collect calling blocked, can they still make collect calls?

Yes. They just can’t receive collect calls.

26. Can telephone service be seasonally disconnected?

Yes, like other services, Hughes allows customers to seasonally disconnect their telephone service.

27. Can a customer call a 900 telephone number?

No. This is an additional service and is not allowed on Hughes’ network. HughesNet Voice service does not supply 900 numbers or provide 900 service.

28. What is Life Alert service? Does it work with HughesNet Voice?

Life Alert is a monitoring service where the customer contracts with a monitoring company and receives a device for monitoring the health and mobility of the customer. When the customer has a medical issue or problem, the monitoring device dials the service provider and informs the service provider of an issue with the customer. Life Alert does not work with the HughesNet Voice service.

29. What is Telecommunications Relay Service (TRS) and does Hughes provide service that supports it?

TRS is a service that allows individuals who are deaf or hard of hearing to communicate via the telephone network to other parties. The customer uses special TTY (keyboard and terminal) equipment to communicate to a call center, and personnel at the call center relay the typed text to the other party on the line. Responses from the other party are taken by the call center and sent via text to the customer’s TTY equipment. Hughes does provide service for the deaf and hard of hearing with the use of IP-enabled TTY equipment.

30. Will the HughesNet Voice service support alarm systems? Fax machines? Credit card terminals?

Because of the manner in which telephone calls are transmitted over the network, alarm systems, fax machines, and credit card terminals will not work properly using the HughesNet Voice service.

31. What is an RSCP block?

RSCP (Resale Service Change Prohibited) is a block placed on their account by the customer’s existing telephone provider. The block was put on the account upon the request of the customer to prevent any changes being made to the customer’s account without their express and direct permission. This block will prevent a telephone number from being ported away from the existing provider to Hughes. The customer will have to be contacted and instructed to call their existing telephone provider to remove this block to transfer their telephone number to Hughes. This only affects ported telephone numbers and does not impede the processing of orders with new telephone numbers.

32. How long does it take a number to be ready for 911 when they switch to our service?

911 calls can be made immediately upon activation of service. However, with E-911, the customer’s address information is sent to the emergency answering point along with the call. The address information will not be available until the next day for new telephone numbers, but address information for existing (ported) numbers will be available immediately upon activation of service.

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