HughesNet FAQ

1. What is HughesNet?

   HughesNet is the leading provider of high-speed Internet services using satellite equipment and technologies. Unlike other rural and remote options that use an old-fashioned dial-up connection, HughesNet services require only a clear view of the southern sky in order to install the equipment and enjoy lightning fast satellite broadband access.

   HughesNet customers are located everywhere, but it is only through satellite Internet access that users living in rural and remote areas can enjoy the many benefits of high-speed access. Additionally, using a HughesNet account allows the owner to be able to make or accept telephone calls because the Internet connection is not made over the phone lines.

   HughesNet provides fast, reliable and secure satellite broadband services that let Internet users take advantage of the many features and options unavailable to dial-up users.

2. What download speeds are available to HughesNet home users?

   HughesNet customers have a wide range of plans and features from which to choose. The Home plan provides download speeds up to 1.0 Mbps, while our fastest plan delivers a whopping 3.0 Mbps downloading capability. Clearly, this is a far superior speed than traditional dial-up service, which could not ensure reliable connectivity or effective download speeds.

3. What connection speeds will I get through my HughesNet satellite Internet broadband service?

   The answer to that depends upon the plan the customer selects. For example the Home plan connects the customer with a maximum download speed of 1.0 Mbps, with variations ranging from 500 Kbps to 600 Kbps during peak usage times. The upload speeds for this same plan are capable of hitting 128 Kbps, and will also vary from between 70 Kbps to 80 Kbps during peak usage hours.

   The HughesNet Pro plan speeds things up a bit and delivers maximum download speeds of 1.2 Mbps, with variations at 650 Kbps to 720 Kbps during peak times. The upload speeds for the Pro account can hit 200 Kbps, but these too will vary from 100 Kbps to 120 Kbps during peak usage hours.

   The ProPlus plan continues to increase speed and performance and connects with a maximum download speed of 1.6 Mbps, with variations from 900 Kbps to 960 Kbps during peak usage times. Upload speeds for this account variety can hit 250 Kbps, but tend to vary from 130 Kbps to 150 Kbps during peak usage hours.

   Customers opting for the HughesNet Elite plan will connect at a maximum speed of 2.0 Mbps, with variations from 1.0 Mbps to 1.2 Mbps during peak hours, and upload speeds capable of hitting 300 Kbps, but which tend to vary from 165 Kbps to 180 Kbps at peak times.

   Finally, the best speeds are provided through the ElitePlus plan, which delivers an astonishing capability of reaching 3.0 Mbps, with variations from 1.6 Mbps to 1.8 Mbps during peak times, and upload speeds capable of hitting 300 Kbps, but which varies between 165 Kbps to 180 Kbps during peak hours.

   Customers choosing to run a Virtual Private Network (VPN) over their satellite services will see their data speeds reduced by up to 50-75%. Additionally, HughesNet does not recommend using satellite broadband services to run any time-sensitive applications such as “real time” equities trading or “twitch” gaming.

4. How do I get a HughesNet account and equipment?

   Anyone interested in getting satellite broadband access through a HughesNet account can either order online directly from this site or you can call a HughesNet sales representative directly by phoning 1-866-945-0438.

5. What computer system requirements are necessary for HughesNet account?

   HughesNet services will run on both Windows and Macintosh operating systems. Minimum system and software requirements are:

   • Windows 98SE or higher (including VISTA) or Mac OS 10.1 or higher
   • Mac OS 10.1 or higher
   • Network capability (10/100 Ethernet pre-equipped)

6. Will I be able to use my HughesNet satellite Internet broadband service to run a small network?

   Yes, just like any other Internet connection, a HughesNet satellite broadband account can allow multiple users to connect via networking equipment. HughesNet does not provide any of the equipment required to create a network, nor will they be able to set up the network in a customer’s home. For any network setup, configuration or troubleshooting, customers should contact their hardware manufacturer or operating software developer. (HUGHES is not responsible for home network configuration or management).

   It is also important to note that all computers on any given network will be sharing access to the single connection. Any simultaneous use of high-bandwidth applications by multiple users on a single account may actually result in degradation of speed, and will also be subject to the HughesNet Fair Access Policy. Additionally, under such conditions, uninterrupted service and stated speeds not guaranteed.

7. Can the HughesNet-certified installer set up my home network?

   A customer of HughesNet is welcome to inquire of such services at the time of initial installation, but it is important to note that home networks are not covered or included under HUGHES technical support services.

8. My computer did not come with a Network Interface Card (NIC). What should I do?

   If this is the case, a relatively simple upgrade to a 10/100 Ethernet Network Interface Card (NIC) is possible. If a customer is comfortable with opening the computer tower and installing some simple hardware an Ethernet NICs can be quickly, easily and affordably self-installed. It is not a bad idea to contact the computer manufacturer for details about the correct Ethernet NIC for the system. Additionally any NIC should be configured for “auto negotiate” in order to work compatibly.

   The alternative is to purchase a USB Ethernet adapter, and of course this is only possible for customers with a free USB port on their computer equipment. This is a far easier solution than installing a PCI card. Laptop users can purchase a standard PCMCIA card that creates an Ethernet connection, or they can choose the USB Ethernet adapter route as well.

   It is important that any computer equipment is also upgraded to meet the minimum requirements as this is the only way to ensure that the customer will get the most out of their satellite Internet account.

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

   Yes, as stated above, all you will you need to connect your computer to the HughesNet modem is 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.

10. Will I still need my dial-up modem and telephone line to use my HughesNet account?

    No. You can say goodbye to the phone lines and waiting times, because there is no phone line or dial-up data modem required to use your HughesNet satellite Internet broadband service.

11. I have DIRECTV already. Will this be on the same bill? Are there any special or package deals?

    No, as an account holder with the two separate companies you will not be able to receive both services on the same bill. Hughes Network Systems, which delivers HughesNet services, is 50% owned by The DIRECTV Group, but operates as an independent company. At this time, there are no discounts for selecting both services.

12. I already have DIRECTV service; will I need to get a new dish for HughesNet?

    Yes. Though both services use satellite technologies, the HughesNet service demands a unique dish that is capable of a two-way connection – sending as well as receiving information and data. An existing DIRECTV customer can purchase an upgrade kit at the time their HughesNet equipment is installed which will allow for a single dish. Alternately, all existing equipment can be left in place and the new HughesNet dish simply installed alongside it. To order or learn more about the one-dish solution, please speak with a HughesNet sales representative.

13. 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. Obviously this is not the case for DIRECTV customers because the equipment only receives signals from satellites and is incapable of sending out any signals.

14. What is the average amount of time between ordering and full Internet capability?

    From the time that a customer first calls to full installation is approximately two weeks. The process is simple – a call to HughesNet triggers a call from a certified installer (usually within five days), and it is from that point that the customer and the installer develop a time frame. Installation is done in a single visit.

15. A friend mentioned “transmission latency”, what is that?

    Latency simply refers to the time it takes for data to traverse the network. Satellite services require data to travel roughly 45,000 miles into space and back. This is quite a journey and can add some time to the Internet experience. How long? Usually about one-half a second of total delay occurs due to transmission latency in satellite broadband service.

    This means that some time-sensitive applications, such as “real time” equities or stock trading, will not work properly for HughesNet customers.

16. Can I run a VPN over HughesNet?

    Yes, HughesNet customers can run a Virtual Private Network over their satellite, but it is far from an ideal configuration. Running your VPN may reduce data speeds significantly – from as much as 50 to 75%. To maintain optimal speed it is best to disable a VPN when the sessions are over.

    It is also important to note that HughesNet Technical Support cannot provide help with configuring or troubleshooting problems associated with VPN clients.

17. 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.

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

    Currently, 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 1-757-312-8300
    • MotoSAT, www.motosat.com
19. I'm a home user of the HughesNet satellite Internet broadband service. 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 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.

    Need more information about HughesNet satellite Internet services?

    Call 1-866-945-0438 to speak with an expert today.