Q: What is HughesNet?

A: HughesNet is the high-speed Internet via satellite 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 satellite Internet connection. HughesNet satellite internet equipment 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.

Q: How fast are HughesNet internet via satellite services for your home?

A: The HughesNet ProPlus satellite via internet service plan provides satellite internet connection with download speeds up to 1.5 Mbps and upload speeds up to 200 kbps. The ProPlus satellite via internet service plan provides download speeds up to 1 Mbps and upload speeds up to 200 Kbps. The HughesNet Home service plan delivers download speeds up to 700 Kbps and upload speeds up to 128 Kbps. All satellite internet connections and land-based satellite internet equipment share available network bandwidth in one way or another; therefore, actual speeds may vary.

Q: What satellite internet connection speeds will I typically get with HughesNet?

A: With the HughesNet Home satellite by internet service, you may enjoy download speeds up to 700 Kbps, with typical speeds of about 500 Kbps to 600 Kbps during peak times. Upload speeds, which are capable of reaching 128 Kbps, are typically 70 Kbps to 80 Kbps during peak hours. With the HughesNet Pro plan, you can have a satellite internet connection with maximum download speeds of up to 1.0 Mbps, with typical speeds about 650 Kbps to 750 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 125 Kbps during peak hours.With the HughesNet ProPlus plan, connect to the Internet with maximum download speeds of up to 1.5 Mbps, with typical speeds about 750 Kbps to 800 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 125 Kbps during peak hours via the satellite internet connection.

Q: How can I/where can I purchase HughesNet?

A: You can order your satellite internet serivce online from this site or you can speak with a HughesNet sales representative. Return to the FAQ page and select the ’Order Now’ button on the top right of your screen (or bottom left column) for more information on ordering HughesNet satellite by internet service.Be sure to check out the satellite internet deals page as well!

Q: What are my computer system requirements for HughesNet?

A: HughesNet lets you connect your computer to the Internet via satellite internet equipment 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 98SE or higher (including VISTA) or Mac OS 10.1 or higher

- Network capability (10/100 Ethernet pre-equipped)

Q: Is HughesNet compatible with my Mac?

A: Yes, HughesNet is compatible with Mac OS 10.1 or higher. 10/100 Ethernet connectivity is also required.

Q: Can I use HughesNet to run a small network?

A: Yes, you can connect multiple home computers and laptops to a single HughesNet satellite Internet connection. Home networking equipment not provided by HughesNet may be required in addition to your HughesNet provided satellite internet equipment. 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.

Q: Can the HughesNet-certified installer set up my home network?

A: 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.

Q: If I order HughesNet today, will you bill my credit/debit card today?

A: 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 satellite internet 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.

Q: Can I use a PCMCIA card adapter for my laptop?

A: 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.

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

A: No. There is no phone line or dial-up data modem required to use your HughesNet satellite internet connection. HughesNet uses technology that connects your internet via satellite.

Q: If I already have DIRECTV or DISH service, do I need to get a new dish for HughesNet?

A: 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.

Q: I have DIRECTV already. Will this be on the same bill? Any special deals?

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

Q: Why is there a requirement that the HughesNet system be professionally installed?

 

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

Q: With my HughesNet satellite internet equipment how quickly will I be up and running?

A: 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!

Q: What is transmission latency?

A: 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 games or real-time equities trading) are not recommended with HughesNet dish network satellite internet.

Q: Can I run a VPN over HughesNet?

A: 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 satellite internet access 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.

Q: Why does the service slow down when used in conjunction with a VPN?

A: 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.

Q: Can I put this system on a boat or in an RV?

A: 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

Q: I’m a home user of HughesNet service. How can I contact Customer Support when I have a question or problem?

A: 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 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 Service and technical support is also available toll-free at 1-866-347-3292.

Q. Do you have a money-back guarantee?

A: Yes, Hughes offers a 30-Day Satisfaction Guarantee. We want you to be happy with your HughesNet service. In fact, we have many happy customers who have provided satellite internet reviews. 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.

Q:How does internet via satellite work?

A: Once installed, the satellite dish sends and receives information (i.e., email, Web pages, files) over the Internet and delivers it to your computer through your satellite modem, giving you secure and fast high-speed Internet access. For example: A request for a webpage is sent from your computer to a satellite. The satellite contacts the HughesNet Operations Center (NOC) which contacts the specific Website. The website beams the information back through the same path to your computer.

Still got questions about which HughesNet Package is right for you?

Talk to one of our friendly representatives today!

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