Frequently Asked Questions

HughesNet^® is the high-speed Internet solution that's available to everyone in the contiguous United States 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 allows you to download files in a fraction of the time it takes on a dial-up modem.

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

1. VPNs. VPN usage for residential customers is generally not recommended as it will significantly reduce your speed and system performance; therefore, you may not be able to perform the activities you would like to do online. However, your normal speeds will return once you disconnect from a VPN if you choose to use it with HughesNet. Note: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients.
2. 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.
3. Heavy downloading. The HughesNet Basic Service plan is not recommended for heavy downloading. The Power 150 and Power 200 Service Plans are faster and can handle heavier downloads. Note, however, that the Fair Access Policy applies.
4. VoIP. Voice over IP doesn't work well on a residential Hughes system with satellite due to the latency issues mentioned above. However, Hughes does offer a VoIP solution in the Enterprise market. VoIP will work with Gen4 service, but Hughes cannot guarantee the quality of the calls due to differing service levels among some VoIP providers. We encourage users to monitor their data allowance. Free tools, such as our HughesNet status meter, will help you with tracking your data allowance in order to get the most out of your online activities.

Streaming Video
Netflix works with Gen4 service plans. You’ll be able to enjoy about 15 hours of standard-definition movies a month with our most popular service plan and 23 hours with the mid-tier plan. 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 monthly data allowance to ensure you get the most out of your online activities. Streaming Video is bandwidth-intensive. If you intend to watch videos you may exceed your download threshold. Check your current plan or consider upgrading to a higher bandwidth plan.

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 Hughes 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 Gen4 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.

Gaming
Gen4 service plans will work with most of the popular 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 Gen4 service plans are not recommended for “real-time” online gaming through a satellite-based Internet service because it will often prevent the real-time multiplayer games from establishing or maintaining a reliable connection with the gaming console.

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. 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 services and applications. However, real-time gaming is not well suited for satellite-based Internet service. If your primary use of the HughesNet service is intended to be real-time multiplayer gaming, we cannot guarantee that you will be able to establish or maintain a connection with other players. We would only recommend proceeding with an order if you will be using your HughesNet Internet connection with applications other than online gaming.
3. 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 via a HughesNet satellite Internet service. Role-playing games, such as FarmVille™, Angry Birds™, and other popular Facebook games, will also work with HughesNet.
4. 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 monthly data allowance to ensure you get the most from your online activities.

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.

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 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.

A recently published Pew Internet & American Life Project memo states that only 24 percent of rural residents have Internet access at home. This small number is a result of many factors, but one of the major reasons is that many cable and DSL Internet service providers do not provide rural broadband Internet services.

Learn more about rural high-speed satellite Internet service.

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 an authorized 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.

Learn more about broadband Internet access via satellite.

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 the Power 200 plan may be the best option for you with its high speed Internet download speed of up to 2.0 Mbps. On the other hand, if you use the Internet mainly for checking and sending email, then the Basic 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 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 and modem technology is provided to you by Hughes and is installed by an authorized 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.

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.

Learn more about Internet via satellite.

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.

Read about 5 satellite Internet myths.

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
• 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 your local HughesNet-authorized dealer.

Whichever method of contact you choose, a Hughes team member is always available – just like our high-speed satellite Internet service.

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 provider, 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 Internet 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 satellite dish, computer users are able to access high-speed broadband Internet.

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

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 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 your local HughesNet-authorized dealer.

HughesNet customers only need an antenna and 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 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 HughesNet-authorized 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, 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 to 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 your local HughesNet-authorized dealer.

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

Select a State Alabama Arizona Arkansas California Colorado Connecticut Delaware District of Columbia Florida Georgia Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska Nevada New Hampshire New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Oregon Pennsylvania Rhode Island South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington West Virginia Wisconsin Wyoming

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. Read about how HughesNet Internet by satellite works. 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.

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.

We've provided some interesting articles and web pages if you have questions about HughesNet satellite Internet service. Take a look!

The Federal Government has a goal of making high-speed Internet, also known as broadband, available to millions of Americans who do not have access to it today. Eligible households that qualify now have the opportunity to get high-speed Internet by satellite at a significantly reduced price. This limited-time opportunity is made possible with the direct assistance of the American Recovery and Reinvestment Act (ARRA or Recovery Act) established to help bring high-speed Internet access to unserved areas of the country. Find out if your address is eligible to benefit from the Recovery Act program.

Learn more about the Recovery Act Program.

There are 3 low-priced HughesNet plans that are eligible for discounts under the Recovery Act program. The Recovery Act program offer CANNOT be combined with any other mail-in-rebate or any other offer. The discounted service plans are as follows:

Basic: $39.99 per month with 1 Mbps down/200 kbps up and 200 MB Allowance

Power 150: $69.99 per month with 1.5 Mbps down/250 kbps up and 300 MB Allowance

Power 200: $89.99 per month with 2 Mbps down/300 kbps up and 400 MB Allowance

PLUS: No charge for standard installation and no charge for equipment.

The Power 200 service plan is only available through the new HughesNet satellite. Approximately 1% will not be able to receive the Power 200 plan as a result of trees or other obstacles that block the signal from the satellite to the home.

Hughes currently makes the determination of program eligibility. Eligibility is subject to credit approval; in addition, your home must meet each of the following three criteria:

1. it must be located within a “rural” area, as defined by statute
2. it must not fall within the proposed service area of another NTIA or RUS last mile awardee or within the existing service areas of current RUS borrowers (“Restricted Service Area”)
3. it must be “unserved,” that is, it must not be able to readily subscribe to broadband service (768kbps down/200 kbps up)

You will be asked to sign a statement at the time of installation that confirms you do not currently subscribe to Internet service by any means other than dial-up at the location where you wish to receive service, and that Internet access is not available to you to subscribe to at such location through a means other than satellite or dial-up. If you have a Recovery Act program code from a postcard or a previous Web visit, enter your code to view special pricing or fill in your address where you wish to receive service to see if your area is eligible for the Recovery Act program.

No, it is not permanent. When the funds awarded to Hughes have been depleted, new orders will not be accepted.

For eligible households, it will continue for as long as the funds awarded to Hughes under the ARRA are available. However, to ensure you will get this great offer, you should order today!

No, you will not receive a check or a credit on your account. Hughes was awarded funds under ARRA to increase availability of broadband in unserved areas of the country. These funds are being used to subsidize the installation, equipment, and service plans offered to eligible households.

Hughes has determined that your household address did not meet all of the following three eligibility criteria:

1. it must be located within a “rural” area, as defined by statute
2. it must not fall within the proposed service area of another NTIA or RUS last mile awardee or within the existing service areas of current RUS borrowers ("Restricted Service Area")
3. it must be “unserved,” that is, it must not be able to readily subscribe to broadband service (768kbps down/200 kbps up)

Although your address does not meet the program eligibility requirements, you can still enjoy the benefits of high-speed Internet access right now! See our current offers to find the best plan for you.

If your home was previously considered eligible and is no longer, it means that Hughes has obtained additional data indicating that your address no longer meets the program eligibility requirements or identified your address as being in a region that has Internet access available through means other than satellite or dial-up. Although your address does not meet the program eligibility requirements, you can still enjoy the benefits of high-speed Internet access right now! See our current offers to find the best plan for you.

The determination of program eligibility uses three primary filters. First, an address or premise must reside within a designated “rural” area. Second, the address or premise must not fall within an area awarded to another NTIA or RUS awardee, and third, the address or premise cannot be serviceable by an existing high-speed Internet provider.

To comply with the guidelines, Hughes constructed a database of households using commercially available information that defines where cable high-speed data and DSL service coverage reside. This database determines if one of these connectivity types is generally available in a given area in relation to the address provided. It does not take into account house location or lot size, which can impact a carrier actually delivering services to the residence.

According to the guidelines, the address or premise in question must fall within a “rural area.” The definition of “rural” as provided by the Rural Utilities Service is as follows:

Rural area means any area, as confirmed by the latest decennial census of the Bureau of the Census, which is not located within: (1) a city, town, or incorporated area that has a population of greater than 20,000 inhabitants; or (2) an urbanized area contiguous with and adjacent to a city or town that has a population of greater than 50,000 inhabitants. For purposes of the definition of rural area, an urbanized area means a densely populated territory as defined in the latest decennial census of the Bureau of the Census.

The areas defined as rural can be found at http://broadbandsearch.sc.egov.usda.gov/silvermap/broadbandmap.aspx?program=ARRA.

As part of the American Recovery and Reconstruction Act (ARRA), hundreds of companies were awarded grant or loan funds to be invested in the buildout of broadband to unserved areas. To ensure funds are not underutilized, RUS and NTIA stipulate that there is no overlap in the awarded areas. This means that Hughes cannot offering its Recovery Act Program in an area already awarded to another provider. To learn more about the areas awarded, please visit http://broadbandsearch.sc.egov.usda.gov/silvermap/broadbandmap.aspx?program=ARRA.

And finally, the program restricts Hughes from offering the discounted service in areas where broadband services are available today. This requirement ensures funds are targeted at areas that are truly unserved. To better understand the unserved area and where broadband is available today, visit http://www.broadbandmap.gov.

Only premises that fall within a defined rural area, fall outside the restricted area, or are not within an existing awardee's footprint, and do not have access to 768 Kbps or higher high-speed Internet, will be deemed eligible for the program.

HughesNet offers a number of Internet service choices to meet your broadband needs. The Power plan offers download speeds up to 10 Mbps, while our fastest plan, Power MAX, offers download speeds up to 15 Mbps. Learn more about the plans and speeds available.

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.

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 over your satellite service, your data speeds may be reduced by as much as 50-75%. 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).

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.

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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:

1. A compatible operating system:
• Windows users: Any version that Microsoft supports: Windows XP Service Pack 3 or later (Windows Vista Service Pack 2, Windows 7 Service Pack 1, or Windows 8)
• Apple users: Mac OSX 10.6 Snow Leopard and later
2. Network capability (10/100 Ethernet pre-equipped)

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

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.

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.

HughesNet Basic 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.

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.

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:

• Mobile Satellite Technologies www.mobilsat.com
  757-312-8300
• Ground Control www.groundcontrol.com
  1-800-773-7168

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.

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.

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.

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 9/2/08. No termination fee if order is cancelled before installation.

Cancel within 30 days

Purchase
• $200 refund for returned equipment
• No service termination fee
• No refund of installation fee

Lease
• $99 Upfront Fee is forfeited.
• $300 Unreturned Equipment Fee if equipment is not returned within 45 days of cancellation date.

Cancel AFTER 30 days

Purchase
• Service terminated within the term of your agreement, you will be charged a Service Termination Fee of up to $400 which will be prorated to cover the remaining period on the term.
• Refunds are not applicable on purchase equipment for service cancellations after 30 days.

Lease
• $400 service termination fee. $99 Upfront Fee is forfeited.
• $300 Unreturned Equipment Fee if equipment is not returned within 45 days of cancellation date.

Cancel AFTER 24-month service commitment

Lease
• $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter) if HughesNet modem, radio, and power supply are not returned.

You can order online from this site or you can speak with a HughesNet sales representative. To order online, select the "Plans and Pricing" tab on the top right of your screen to choose the plan that's right for you. To speak with a sales representative, call your local HughesNet-authorized dealer.

If you cancel your service within 30 days of activation, and return your HughesNet modem and radio (transmitter), you can 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 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.

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 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 Care and technical support is also available by calling your local HughesNet-authorized dealer.

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.

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

• 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 RG6 Dual Coaxial Cable will be run from the antenna outside to the HughesNet modem 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.

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 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.

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.

On average, most customers are installed within 2 weeks of their order. When you place your order today, your name will be provided to an authorized 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!

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 your local HughesNet-authorized dealer.

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: Any version that Microsoft supports: Windows XP Service Pack 3 or later (Windows Vista Service Pack 2, Windows 7 Service Pack 1, or Windows 8).
  • Apple users: Mac OSX 10.6 Snow Leopard and later
• Network capability (10/100 Ethernet pre-equipped)

Where is the satellite dish installed?
Your dish will be installed on the roof of your home in a location that has both 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 standard 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 RG6 Dual Coaxial Cable will be run from the antenna outside to the HughesNet modem 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 standard installation, these enhancements may be purchased directly from our independent 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.

HughesNet is rolling out its 4th-generation high-speed satellite Internet service—HughesNet Gen4—to give you more of what you need, including dramatically improved performance and support to do more of what you love.

With HughesNet Gen4 you get greater download capacity than ever before with dramatically improved performance and support for high-bandwidth applications like video and music.

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

There are three plans to choose from: Power, Power PRO and Power MAX. Power has download speeds up to 10Mbps and 10GB of anytime Data Allowance and 10GB of Bonus Bytes; Power PRO has download speeds up to 10Mbps and 15GB of anytime Data Allowance and 15GB of Bonus Bytes; Power MAX has download speeds up to 15Mbps and 20GB of anytime Data Allowance and 20GB of Bonus Bytes.

The Power PRO plan can handle one to two computers and the Power MAX plan can handle multiple computers.

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 Gen4, 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 Gen4, you get a generous Data Allowance, which means you can do more of the things you love to do online.

With HughesNet Gen4 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 Power plan comes with 10GB, the Power PRO plan comes with 15GB, and the Power MAX plan comes with 20GB. 2) Each HughesNet Gen4 plan also comes with an equivalent amount of extra Data Allowance called Bonus Bytes, which can be utilized during the off-peak, nighttime hours (2AM-8AM 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 Gen4 lets you do more of the things you want to do online.

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, 2AM-8AM). With the Power plan you get a total of 20GB per month; with the Power PRO plan you get 30GB; and with the Power MAX plan, you get a whopping 40GB per month! Regardless of which HughesNet Gen4 plan choose, you'll be able to do more of the things you love to do online.

Yes, you can use Skype & Netflix (but just continue to monitor your monthly data allowance). For VPN, 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. And stay tuned in 2013 for news about VoIP!

Latency will still be an issue for real time/instantaneous response gaming; however, with the generous data allowance for each service plan, online gaming is possible. This does not mean, however, that you should not continue to monitor and track your data allowance to ensure that service is not slowed down due to heavy online gaming throughout each month.