Satellite Internet FAQ
General
- What is HughesNet?
HughesNet® is the high-speed Internet solution that's available to everyone in the contiguous US with a clear view of the southern sky. HughesNet uses satellite technology, not your phone line, to give you a super-fast, always-on Internet connection. HughesNet gets you online instantly, lets you surf and open pages faster and download files in a fraction of the time it takes on a dial-up modem.
- How can I / where can I purchase HughesNet?
You can order by calling a satellite Internet sales representative at the number listed on this site, or by filling out the contact form so that a representative can contact you. Our phone number and the contact form are found on the right-hand side of this screen, or you may click on the "Order Now" link on the left to learn more about ordering HughesNet service.
- Do you have a money-back guarantee?
Yes, HUGHES offers a 30-Day Satisfaction Guarantee. We want you to be happy with your HughesNet® service. If you are not completely satisfied, just cancel your service within 30 days of activation, and return your HughesNet modem and radio (transmitter) to receive a refund of $200. Installation charges and other fees are not refundable. The HughesNet modem and radio must be returned to Hughes, in good condition, within 60 days of your service activation in order to receive the equipment refund. 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.
- Do I still need a dial-up modem and telephone line?
No. There is no phone line or dial-up data modem required to use your HughesNet® service.
- Are there activities that are not recommended for use with a Satellite Connection?
- VPNs. VPNs do not work well over satellite. You may use a VPN with HughesNet plans, but you will likely experience reduced speeds by as much as 50–75%. 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.
- Twitch Games. 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® due to latency issues. 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.
- Heavy downloading. The HughesNet Home Service plan is not recommended for heavy downloading. The Elite Service Plans are faster and can handle heavier downloads. Note however that the Fair Access Policy (FAP) applies.
- VoIP. Voice over IP doesn't work well with satellite due to the latency issues mentioned above.
- Video Streaming. Video streaming does not work well with satellite due to the latency issues mentioned above.
- 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 30 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.
- Is HughesNet a Solution for Rural Satellite Internet Service?
Many rural residents have no access to the Internet at home. And those who do, often use a dial-up connection - a frustrating and slow experience. The reason for this is many cable and DSL Internet service providers do not provide rural broadband Internet services.
With a dial-up Internet connection it can take almost a minute (sometimes longer) for certain Web pages to load on your screen. Sometimes images and documents cannot be accessed at all because of a slow dial-up connection. Plus, using dial-up as your rural Internet connection ties up your phone line.
HughesNet can significantly increase your connection speeds. Now, no matter where you live in the contiguous United States—rural area or urban area—you can have high-speed Internet access like you've never had before. And you'll finally be able to surf the Internet without tying up your phone lines.
Choosing the right HughesNet service plan and signing up for rural Internet access is simple. Order online or call us today so you can begin surfing at high speeds!
- What is Broadband Satellite Internet for the Home?
Simply put, broadband means high-speed Internet access. To understand it more specifically, you have to think in terms of data transmission or the amount of time it takes to send messages from your computer to another computer. In other words, how long does it take for you to download information from a Website?
A typical dial-up Internet connection allows for data transfer of 56 kilobits a second. This is a slow data transfer rate. A broadband satellite Internet connection provides a data transfer rate of up to five times that much.
All data transmission is sent at the speed of light—186,000 miles per second. Even though the satellites could be as far away as 22,000 miles, transmission usually takes only 500 to 900 milliseconds to travel back and forth.
With download speeds from 1 megabit per second to 5 megabits per second, a broadband satellite Internet connection from HughesNet provides faster download times of images and documents, and the capability of viewing more online information at one time without frustration or interruptions in service.
- What are my options for high-speed satellite Internet?
For the home user, there are various high speed Internet options with HughesNet® that start as low as $59.99 a month. 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 the ElitePremium plan may be the best option for you with its high speed Internet download speed of up to 5.0 Mbps. On the other hand, if you use the Internet mainly for checking and sending email, then the Home plan may meet your needs with a download speed of 1.0 Mbps. For more details on satellite Internet pricing and plan descriptions, visit the HughesNet Deals page. Once you've decided what meets your high-speed Internet connection needs, get started with HughesNet by signing up today.
- 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.
With HughesNet®, you can receive Internet by satellite. The Internet connection reaches your personal computer via a satellite that communicates with your dish and modem through the Hughes Network Operating Centers (NOC).
Once you sign up for HughesNet, a certified installer will install a small satellite dish on a surface of your home facing the southern sky. Find out what to expect at installation.
The satellite dish needs to face south because most satellites are positioned in space near the earth's equator. Depending on where your home is located, these satellites could be as far as 22,000 miles away, but because Internet via satellite is so technologically advanced this distance hardly makes a difference, even with rural Internet connections.
Although it takes less than a second to send data to and from your satellite Internet system, there is a small delay that is referred to as latency. This is customary with any satellite feed, even Internet via satellite, and it doesn't affect most Internet usage.
- What is your Fair Access Policy (FAP)?
Who is affected?
Only a small percentage of subscribers will experience reduced download speeds as a result of exceeding the download threshold.Online activities such as viewing Websites, checking email, watching short streaming media presentations, or automatic software and anti-virus updates are unlikely to exceed the download threshold.
What activities may cause a subscriber to exceed their download threshold?
Some activities are more likely to exceed the download threshold and trigger the application of the Fair Access Policy. Several examples are listed below:- Full-length movie downloads
- Peer-to-peer (P2P) file sharing programs such as Napster, Kazaa or LimeWire
- Continuous downloading or viewing streaming media content such as audio or video programming
- Hosting of server devices such as email, FTP or Web servers
- Hosting computer applications such as Web camera feeds
- Automated computer to computer connections used for archiving of local computer content
- Extensive downloading of Usenet Newsgroups (NNTP)
- Use of BitTorrent applications
- Simultaneous file downloads
- Downloading large files (i.e., file sizes that are close in size to the download threshold of your service plan)
Excessive downloading or use of the services described above may cause subscribers to be affected by the Fair Access Policy, or in severe cases, to be terminated from the service.
What will my Internet access be like if I exceed the download threshold?
When the download threshold is exceeded, you will experience reduced download speeds for approximately 24 hours. During this recovery period, the HughesNet® service can still be used for activities such as viewing emails and Web surfing, but speeds will be significantly slower than your normal browsing experience.If I exceed the new download threshold, what should I do?
Minimize your bandwidth-intensive activities in order to return to normal download speeds after the recovery period. If you continue these activities during the recovery period, you may experience reduced download speeds beyond the 24-hour recovery period. If you find that your download threshold is too small for your needs, you should consider upgrading your service to a plan that offers a greater download threshold.How do I verify that I have exceeded my download threshold?
Go to www.myHughesNet.com, click on Customer Care, then click on the Check My Usage link in the Resources section.How is the Fair Access Policy applied during the middle of the night?
Currently, you can use your HughesNet service for several hours during the middle of the night (the "Download Period") with relaxed application of the Fair Access Policy. The actual hours of the Download Period depend on the HughesNet Equipment platform you are using. The hours of unrestricted use shall begin no later than 3:00 AM and end no earlier than 6:00 AM eastern time.Why was the Download Period implemented?
This period has been provided for HughesNet subscribers to schedule the downloading of automated updates or download of other large files.Are there any limitations to what I can do during the Download Period?
Yes:- This period is subject to available capacity;
- Download speeds are not guaranteed during these hours; and
- The HughesNet Acceptable Use Policy is still in effect.
What do you recommend I do during the Download Period?
We recommend that you automatically schedule your system updates during the Download Period. We also suggest the use of a download manager software application to assist in the scheduling of large file downloads.Do you recommend a particular download manager?
While we cannot recommend any at this time, we are currently in the process of testing several download managers for this purpose.Will my standard FAP-reduced throughput period of 24 hours be extended by length of the Download Period?
No, the FAP-reduced throughput period will not be by the length of the Download Period.What will happen if I'm in the middle of a large download at the outset of the Download Period?
During a large download, if you are subject to FAP and the download is not interrupted up until the start of the Download Period, the balance of the download will complete during the Download period at normal speeds, subject to available capacity.What will happen if I'm in the middle of a download at the end of the Download Period?
If you were subject to the FAP-reduced throughput period just prior to the start of the Download Period and you started the download of a file which does not complete by the end of the Period, your download will continue under the FAP restrictions. If you were not subject to FAP prior to the start of the Download Period and you started the download of a file which does not complete by the time the Period ended, your download will continue and the portion of the download occurring after the end of the Download Period will be counted toward the download threshold for FAP.Package Threshold Home 200 MB Pro 300 MB ProPlus 425 MB Elite 500 MB ElitePlus 500 MB ElitePremium 500 MB - How fast are HughesNet services for your home?
HughesNet® offers more choices to meet your broadband needs. The Home plan offers download speeds up to 1.0 Mbps, while our fastest plan, ElitePremium, offers download speeds up to 5.0 Mbps. Click here to learn more about the plans and speeds available.
- What connection speeds will I typically get with HughesNet?
With the Home service plan, you can connect to the Internet with maximum download speeds up to 1.0 Mbps, with typical speeds about 550 Kbps to 650 Kbps during peak times. Upload speeds, which are capable of reaching 128 Kbps, are typically 70 Kbps to 80 Kbps during peak hours.
- 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®.
- 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.
- Can the HughesNet certified 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 not guaranteed.
- 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!
- What can I expect at the time of installation?
A professional installer will call you within 3 business days of your order. Think about where you want the modem installed in your house (generally next to your computer), and verify that your computer is compatible. Minimum requirements are:
- Windows 2000 PE or higher (including Windows XP and VISTA) or Mac OS 10.1 or higher, and
- Network capability (10/100 Ethernet pre-equipped)
A satellite dish will be installed on the roof or wall of your house. The dish must be able to "see" the satellite that is positioned in the southern sky without barriers such as trees and building in the way. In the case of a non-standard installation, or if the installer can't find a surface on your home with a clear view of the southern sky, a pole mount on another part of your property may be used. There is an additional cost for this type of installation.
Your standard installation includes: a satellite modem with power supply, satellite dish (antenna), radio, and mounting brackets, and two 100-foot coaxial cables to connect the satellite dish and inside modem. All modems come with a minimum 24-month limited service warranty.
Most new customers will have a Ka dish installed. The Ka dishes point to a specific satellite. However, approximately 3% of HughesNet customers will not be able to access this satellite as a result of trees or other obstacles that block the signal from the satellite to the home. In these cases, Hughes can offer slightly slower Internet access via another satellite with download speeds up to 700 Kbps, 1.0 Mbps, and 1.5 Mbps; and upload speeds up to 128 Kbps, 200 Kbps and 200 Kbps for Home, Pro and ProPlus service plans, respectively.
You do need to be home during installation, and the process generally takes about 4 hours.
Learn more about my HughesNet system installation.
- 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. In order to ensure you get the most out of your Internet experience, HughesNet has developed these minimum requirements:
- Windows 2000 PE or higher (including Windows XP and VISTA) or Mac OS 10.1 or higher, and
- Network capability (10/100 Ethernet pre-equipped)
- Is HughesNet compatible with my Mac?
Yes, HughesNet® is compatible with Mac OS 10.1 or higher. 10/100 Ethernet connectivity is also required.
- 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.
- 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 10/100 Ethernet Network Interface Card or a PCMCIA adapter with an Ethernet connector. The HughesNet system includes an Ethernet cable to connect your computer to the HughesNet modem.
- Can I run a VPN over HughesNet?
HughesNet® Home Service plan is not compatible with VPNs.
You may use a VPN with HughesNet, but you will likely experience reduced speeds as much as 50–75%. 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.
- 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.
- Can I put this system on a boat or in an RV?
HughesNet® Home and Professional service is available for non-mobile (fixed) locations. To receive mobile high-speed Internet service, please contact one of the following Value Added Service providers:
- Ground Control www.groundcontrol.com
1-800-773-7168 - MobilSat www.mobilsat.com
757-312-8300 - MotoSAT www.motosat.com
- Ground Control www.groundcontrol.com
- 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.
- I have DIRECTV/ DISH network service already. Will this be on the same bill? Any special deals?
No, you will not be able to receive both services on the same bill. Hughes, which delivers HughesNet® services, is not affiliated with The DIRECTV Group or DISH. At this time, there are no discounts for selecting both services.
- If I order HughesNet today, will you bill my credit/debit card today?
No, you will not be billed until the day you are installed and your HughesNet® service is activated. On that day, your first bill will likely include: HughesNet equipment (satellite modem and dish), standard installation by a professional installer*, monthly service fee (customers are forward or advanced billed for service), optional services (if selected at time of purchase), and any applicable taxes.
Initial orders must be made via a valid credit/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.
- I'm a home user of the HughesNet service. How can I contact Customer Support 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 Service, please log on to www.myHughesNet.com where you can chat with technical support staff, check your usage, test your satellite speed, or browse online help files. This site will also enable you to view your account status, online invoices, and activity history. After installation and activation of your HughesNet service, telephone customer service and technical support is also available toll-free at 1-866-347-3292.
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Call 1-877-757-1714 to speak with an expert today.
Promo Code: 731-862
All HughesNet service plans require a 24-month service commitment.
Free Standard Installation valid on new Lease option only. Not valid with the Purchase option. Limited time offer.
†Speeds based on the Elite Plus service plan and compared to dial-up speeds of 53 kbps. Actual speeds may vary and are not guaranteed.
$100 mail-in rebate applies to the purchase of any new HughesNet system. Not applicable with the Lease option. HughesNet equipment and service must be purchased between 01/01/10 and 03/31/10. HughesNet service must remain active for a minimum of 31 days. Rebate submission must be received by 06/30/10. Other restrictions may apply. Offer void where prohibited or restricted by law. Visit www.rebate.HughesNet.com for details.
‡ HughesNet is available anywhere in the contiguous U.S. with a clear view of the southern sky, Alaska and Hawaii excluded.
*Simultaneously running applications on multiple computers using a shared connection may result in lower speeds