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HughesNet®FAQ

• General Questions
• System Requirements
• Billing and Termination Fees
• Speed and Latency
• Networking
• Installation
• Support

General Questions

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 web pages faster and download files in a fraction of the time it takes on a dial-up modem.

Do I still need a dial-up modem and a telephone line?

No. There is no phone line or dial-up modem required to use your HughesNet service.

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.

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 Hughes modem and radio (transmitter) to receive a refund of $200. Installation charges and other fees are not refundable. The Hughes modem and radio must be returned to Hughes, in goood 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.

How can I purchase HughesNet?

You can order online from this site by selecting any ORDER link, or if you prefer, you may order by calling 888-893-2686.

Is there a committment period?

The committment period for the HughesNet service is 24 months. There is a 30-Day Satisifaction Guarantee. If you decide to cancel within the first 30 days, you can get a $200 refund. Please refer to the Guarantee Page for full details.

I winter in another state. Can I shut my service off while I'm gone?

Yes. You may "suspend" your account for up to a 60-day period. Your term committment and account are suspended and resume together. Monthly fees associated with equipment fees and optional services are not suspended. To suspend and resume your account call customer service at 1-866-347-3292. Seasonal suspensions for up to 6 months are also availabe. Customers must provide evidence that they have seasonal shutdowns and must continue to pay for their equipment during this time.

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System Requirements

What are my computer system requirements for HughesNet?

Windows98SE or higher (including Vista) or MAC OS 10.0 or higher, and network capability ( 10/100 ethernet card 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.

What email clients is HughesNet email compatible with?

HughesNet email is compatible with any email client (software) that supports POP3 and SMTP such as Outlook, Outlook Express, Netscape Mail, Foxmail, and Eudora.

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Billing and Termination Fees

I just ordered HughesNet service. When will my credit/debit card be charged?

Customer billing begins upon activation (installation) of the service. Credit and debit cards are generally charged the same day.

How do I pay my monthly bill?

Your debit/credit card that you gave at the time you ordered the service will charged each month.

Can I change to paper billing?

Yes. Once your service is activated, you can call the Billing Support Group to switch to a paper monthly invoice. There is a monthly charge of $5.00 for this service.

What is the billing cycle?

Your billing cycle is determined by the date your system was activated (installed). Customers are billed a month ahead for the service.

What will be on my first bill?

The first bill generally contains charges for installation, equipment, monthly service for the first month (advance billing), options, if ordered, (Express Repair for example), taxes, and promotional discounts, if applicable.

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 Network. At this time, there are no discounts for selecting both services.

If I run a small network on the HughesNet service, do I have to pay additional monthly fees for the additional computers on my network?

No, your monthly fee will not increase because you are sharing your internet connection with multiple computers. However, your bandwidth is shared between all computers online at the time. If multiple users are downloading large files simultaneously, you may notice a reduction in speed during this time. Also, the download threshold applies to your account, irregardles of the number of computers on your network. If this becomes an issue for you, you can always upgrade to a higher service plan.

Are there any termination fees if I cancel my service before the 24 month commitment period is completed?

It depends. If you cancel within the first 30 days (Learn about the 30 Day Satisfaction Guarantee), there are no termination fees. If you cancel after 30 days and are on the Upfront Payment option, there is a $400 service termination fee. If you are on the $0 Upfront Plan, there is a $400 equipment and installation fee, and a $400 service termination fee. If you are on the Lease plan, there is a $400 service termination fee.

If I cancel my service, do I have to return the equipment?

If you are on one of the purchase plans and cancel within your term commitment (24 months), you do not have to return the equipment. However, if you chose, you may return the equipment within 60 days of terminating your service for a $200 refund. If you are on the Lease option, you will need to return the equipment within 45 days of cancelling your service (in or out of term) to avoid being charged an Unreturned Equipment Fee (UEF).

How much is the Unreturned Equipment Fee?

The UEF is based on $100 for the modem and power supply and $200 for the radio transmitter. In the case of a partial return; only modem AND power supply OR only the radio transmitter, the UEF charge will be for the unreturned equipment only.

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Speed and Latency

How fast are HughesNet services for your home or business?

The HughesNet ElitePremium service plan provides download speeds up to 5Mbps and upload speeds up to 300Kbps. The HughesNet ElitePlus service plan provides download speeds up to 3Mbps and upload speeds up to 300Kbps. The HughesNet Elite service plan provides download speeds up to 2Mbps and upload speeds up to 300Kbps. The HughesNet ProPlus service plan provides download speeds up to 1.6 Mbps and upload speeds up to 250Kbps. The HughesNet Pro service plan provides download speeds up to 1.2Mbps and upload speeds of up to 200Kbps. The HughesNet Home service plan delivers download speeds up to 1Mbps and upload speeds up to 128Kbps.

What are Mbps (mega-bits per second) and Kbps (kilo-bits per second)?

A kilobit (Kb) is 1,000 bits. A megabit (Mb)is 1,000,000 bits. Therefore, 1,000 Kbs (kilobits) is the same as 1 Mb (mega-bit). A bit is a digital signal used to represent data that is transmited. There are eight bits in one byte. Bits are always written with a lowercase "b", while bytes are always written with an uppercase "B".

What is transmission latency?

Latency refers to the amount of time it takes a packet of data to travel across a network. All networks have latency. 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 inpts (such as multi-player "twitch" games or real-time equities trading) are not recommended with HughesNet.

What is the download threshold?

Based on an analysis of customer usage, Hughes has established a download threshold for each of its service plans that is well above the typical usage rates. Subscribers who exceed that threshold will experience reduced download speeds for approximately 24 hours. During this recovery period, the HughesNet service may still be used but speeds will be slower.

How much can I download before I hit the download threshold limit?

Each plan has its own download threshold. Please refer to our Service Plans page for details. The download threshold limits shown are for a 24-hour period. Every 24 hours, the threshold count is reset to zero.

Is there any way around the download threshold?

Yes, downloads done daily between 2:00 am and 7:00 am Eastern Standard Time do NOT count towards your limit. We recommend you set your computer to do its automatic updating in this time frame.

What other factors will affect my speed?

Several factors can affect your speed. The internet has been called the "Super Highway of Information". It's a good analogy. Just like a 'brick and mortar" highway can have rush hours and traffic jams, so can the Internet. These peak traffic periods and traffic jams (such as when a virus becomes wide-spread in a short amount of time) affect everyone using the Internet. The number of users on your own network share the bandwidth (speed), thus reducing everyone's speed on the network somewhat. Normally, this is only noticable when downloads of large files are done. Your computer settings and/or lack of proper maintenance could also be slowing you down.

Where can I learn more?

You can check the Internet Traffic Report here. Speedguide.net has a wealth of information on the issue, including free downloads to help optimize your computer.

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Networking

Can I use HughesNet to run a small network?

Yes, you can connect multiple 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 sppeed and is supject to the HughesNet Fair Access Policy.

Can the HughesNet certified installer set up my home network?

If you 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.

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 Interface card or a PCMCIA adapter with an Ethernet cable to connect your computer to the Hughes 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 to 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 conjuction 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 encrpted data cannot be processed by HughesNet's acceleration techniques, therefore resulting in slower performance.

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Installation

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.

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.

What's included in the standard installation?

Generally speaking, your certified installer will mount, ground, and align the dish, run the cable to the modem inside, connect one computer to the modem, activate your account, test and demonstrate the system is working. He will bring the equipment and supplies necessary to do this. Please refer to our Installation page for full details.

Can the certified HughesNet installer set up my home network?

If you like, you can inquire if this option is available through your installer when you set your installation appointment. Additional charges may apply.

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Support

How can I contact Customer Support when I have a question or problem?

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 the online help files. This site will also enable you to view your account status, online invoices, and activity history. Telephone Customer Service and technical support is also available toll-free at 1-866-347-3292.

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