Frequently Asked Questions
I have DIRECTV / DISH network service already. Will this be on the same bill? Any special deals?
You will receive a separate bill for each service. Contact DIRECTV or DISH about special offers with HughesNet that may be available in your area.
If I already have DIRECTV or DISH network service, do I need to get a new dish for HugehsNet?
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 I need a dial-up modem and telephone line to get Internet service?
No. There is no phone line or dial-up data modem required to use your HughesNet service.
What are the key terms for high speed & satellite Internet?
As a satellite 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 “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 25Mbps.
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 that sends and receives data.
Satellite Internet – Using a modem, coaxial cables, and a satellite dish, computer users are able to access high-speed Internet.
Satellite ISP – An Internet Service Provider that offers a satellite Internet connection to homes or businesses. A satellite ISP is particularly beneficial for rural residents.
I’m a home user of the HughesNet service. How can I contact Customer Care when I have a question or problem?
For HughesNet Technical Support or Customer Care, please log on to www.myHughesNet.com 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 toll-free at 1-866-347-3292.
What are the most common myths about satellite Internet providers?
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 high-speed satellite Internet providers.
Myth #1 – Satellite Internet service providers don't reach rural areas.
Hughes offers satellite Internet everywhere in the contiguous United States, including rural areas. Hughes is a reliable satellite Internet provider that supplies high-speed Internet service in areas where there is slow or no high-speed options.
Myth #2 – The satellite dish must be attached to a roof.
Although 97% of the time satellite antennas are attached to the roof of a home, satellite Internet service providers don't always require it. A certified HughesNet installer is able to determine the best location on (or near) your residence where the satellite dish should be mounted.
Myth #3 – Using Satellite Internet ties up your phone line.
HughesNet delivers two-way, high-speed Internet access over satellite – not over your telephone line – so you can talk on the phone and surf the Web at the same time. That can save you money by eliminating the need for a second phone line.
Myth #4 – Satellite Internet equipment is big and complicated.
The bulky eight-foot wide satellite dishes from the 1980s are a thing of the past, at least when it comes to the needs of most businesses. HughesNet customers only need a computer, a modem, two coaxial cables, and the satellite antenna. The antenna is about the same size as most ordinary satellite TV dishes.
Myth #5 – When it is cloudy, satellite Internet doesn't work.
Your satellite Internet connection is not affected by most clouds. Satellite Internet from HughesNet is only affected by weather in extreme circumstances such as heavy storms or unusually dense clouds. If you have difficulties with your service, contact HughesNet Customer Care and Technical Support staff.
Whom do I contact to check the status of my order?
Visit orderstatus.HughesNet.com or call Pre-Installation Support at 1-866-774-6580.
How can I/where can I purchase HughesNet?
You can order online from this site or call to speak with a HughesNet sales representative. To order online, select the “Plans and Pricing” link at the top of your screen to choose the plan that’s right for you. To speak with a sales representative, call the telephone number listed on the top right of your screen.
ZoneAlarm and PC System Essentials
What are the system requirements for ZoneAlarm and PC System Essentials?
ZoneAlarm and PC System Essentials will work with Windows-based computers that are running Windows7 or higher. MAC and earlier versions of Windows are not supported.
No Hard Data Limits
What happens if I use all the data within my plan before the month ends?
If you exceed your service plan data, don’t worry. You can keep going at reduced speeds until the next service month. If you exceed your data, you can always use a Data Token to get back to full speed.
Video Data Saver
Can I watch movies in HD with HughesNet?
Yes! Your service is automatically set to stream videos at DVD Quality (480p). At any time, you can opt-in/opt-out of video feature temporarily or permanently to watch in HD quality. Or you can simply snooze the Video Data Saver for 4 hours. It’s easy to switch to HD - simply use the Mobile App, visit HughesNet Support Center, or use the Usage Meter.
How does the Video Data Saver work?
HughesNet Gen5 automatically adjusts data rates for streaming video to deliver great picture quality while using less of your data. Speeds will adjust to deliver a DVD quality experience while using less data - allowing you to watch 3 times more video. If you want to watch an HD video, you can opt-in/opt- out of this data saver feature temporarily or permanently. You may also simply snooze the video data saver for 4 hours.
The HughesNet Wi-Fi Modem provides dual-band network (2.4GHz and 5GHz). Which one should I use?
HughesNet Wi-Fi Modem (HT2000W) provides two networks, a 2.4GHz and 5GHz. You can tell them apart based upon the name – the 2.4GHz network name starts with “hug2g” and the 5GHz network name starts with “hug5g”. Deciding which network to use should be based on your unique home set-up. The 2.4GHz can be used for all your wireless devices. It can transmit data over longer distances and through walls and other solid objects. The 2.4GHz band is more susceptible to interference, so speeds may not be as high. The 5GHz band is ideal for newer devices such as your laptop, phone, or tablet because it can transmit higher amounts of data. However, it is less able to penetrate solid walls and objects, so if you are far away from your HT2000W device, your signal strength may be lower. Devices streaming a lot of video, such as Roku or Amazon Fire Stick, should connect to the 5GHz network, provided you can receive a strong wireless signal. If you cannot, use the 2.4GHz. Find out where your home Wi-Fi signal is strongest by using the Wi-Fi Gauge on the HughesNet Mobile App.
Does HughesNet Gen5 come with built-in Wi-Fi?
Yes! HughesNet Gen5 now comes with built-in Wi-Fi so you can connect your wireless devices at home. The HughesNet Wi-Fi Modem features the latest Wi-Fi standards and technology (dual-band 802.11ac) to deliver fast, secure wireless connectivity, 2.4 GHz and 5 GHz for incredible speeds and excellent coverage. It also has separate guest Wi-Fi for visitors to keep your home network more secure. The Wi-Fi Modem is Installed and supported by Hughes.
How do I access the FREE data during the Bonus Zone?
It’s easy- you don’t have to do anything to take advantage of this! During the Bonus Zone hours (2am-8am), your service will automatically use the 50 GB/month of free data instead of using Data from your service plan. All four new service plans come with 50 GB/month of FREE data that is available during these off-peak hours.
What is the Bonus Zone?
The Bonus Zone is a period of time from 2am-8am, when all customers have access to 50 GB/month of FREE data! All HughesNet Gen5 plans come with free monthly data during the Bonus Zone. Use this free data to download large files like movies, system updates for your computer, tablet, or smartphone—and more.
Can I run a VPN over HughesNet?
We do not recommend using a VPN with your HughesNet service. Your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. When you use a VPN connection that encrypts data, it interferes with your modem’s ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50–70%. 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.
Can I use the Gen5 service for VoIP, Skype, or Netflix? And if not, when will it be available?
Yes, you can use Skype and Netflix with our Gen5 service, but be sure to continue to monitor your monthly Service Plan Data with the Usage Meter. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques.
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. HughesNet supports all version of Windows and Mac OS that are still supported by their respective manufacturers.
What is the vesting period?
Both Express Repair plans include a 30-day vesting period for existing HughesNet subscribers. Onsite service within the first 30 days of enrolling in a plan results in a higher co-pay than after the vesting period.
During the vesting period: $99 co-pay
If an onsite visit is required within the 30-day vesting period and you choose to start a new 24-month service commitment, the co-pay fee will be $99.
During the vesting period: $199 co-pay
If an onsite visit is required within the 30-day vesting period and you choose not to start a new 24-month service commitment, the co-pay fee will be $199.
After the vesting period: $29.95 co-pay
If you require onsite service after the 30-day vesting period, the onsite service co-pay will be $29.95.
What is the pricing for Express Repair- Basic and Express Repair- Premium?
Select Express Repair – Basic with a 1-year term for only $7.95 per month, or choose Express Repair – Premium for next-business-day service for only $11.95 per month with a 1-year term. Both plans require a $29.95 co-pay if a service visit is required. A higher co-pay will be charged during the 30-day vesting period.
My HughesNet service is still under warranty - why would I want HughesNet Express Repair?
Under warranty, you have access to 24x7 technical phone support, as well as onsite support as needed. While most problems are resolved with a simple phone call, it may take up to 7–10 days for a certified technician to visit your home or business to restore service, under the warranty. With Express Repair, if a visit is deemed necessary to restore your service, then a technician will be onsite by 5:00pm the next business day with Express Repair – Premium; with Express Repair – Basic, you will be contacted by the technician by 12:00pm the next business day to schedule an appointment. Service may be delivered as soon as that day or on the next business day.
What are HughesNet Express Repair plans?
Express Repair is a service protection plan designed to ensure that your HughesNet® service will be restored in an expedited manner in the event that a problem occurs. Under the plan, you continue to receive Technical Phone Support 24 hours a day, 7 days a week, but if the problem cannot be fixed over the phone, a certified technician will come directly to your location to quickly restore your service. Express Repair customers pay a reduced service fee for onsite repair visits.
Two service options are available:
Express Repair – Basic: our commitment is to have a technician confirm a scheduled ETA and arrive by the second business day.
Express Repair – Premium: our commitment is to have a technician confirm a scheduled ETA and arrive by the next business day.
Both services offer live technical phone support (toll-free), and if needed, a certified HughesNet technician will come to your home or business to restore service for only a $29.95 co-pay after the 30-day vesting period.
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.
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 Usage Meter to monitor your usage so you don’t unexpectedly exceed your monthly Service Plan Data.
Why don't real-time games work?
With satellite service, the 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. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.
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 fine via HughesNet. Role-playing games and popular Facebook games generally work with HughesNet. You can use the Xbox and PlayStation consoles to download games to play offline, and use the streaming video and music services offered through your gaming system.
Can I download games, steam video and music through my gaming system?
HughesNet Gen5 service plans will work with many 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 majority of real-time, multi-player games that people play on Xbox LIVE and PlayStation will not work over any satellite Internet service. Strategy and “turn-based” games will work, but games requiring a rapid response such as “first-person shooters” will be unplayable.
What is your upload/download allowance policy (Fair Access Policy)?
To ensure fair Internet access for all HughesNet Gen5 subscribers, Hughes maintains a special Fair Access Policy that establishes an equitable balance in Internet access for all HughesNet subscribers. Similarly to how cell phone providers manage their data plans, Hughes assigns an amount of Data to each service plan that may be downloaded or uploaded within a one-month period. Subscribers who exceed this amount will experience a temporary reduction of speed until their next billing cycle. Learn more about the HughesNet Fair Access Policy (link out the Fair Access Policy).
How does a satellite Internet connection work?
Step 1: A request for a Web page is sent from your computer to a satellite about 22,000 miles out in space. At this altitude, the satellite's period of rotation (24 hours) matches the Earth's, and the satellite always remains in the same spot over the Earth (geosynchronous orbit). Because Internet via satellite is so technologically advanced, this distance hardly makes a difference, even with rural Internet connections.
Step 2: The satellite contacts the Hughes Network Operations Center (NOC) which locates the specific Website you have requested.
Step 3: The Website beams the information back along the same path to the HughesNet Network Operations Center, then to the satellite, and then to your computer through your HughesNet dish and modem. Although the signal travels a great distance, there is only a fraction of a second delay during this transmission. This is similar to delay you may have experienced when using a cell phone. In most cases, this delay (latency) isn't apparent while surfing online.
Once HughesNet has been professionally installed in your home, connecting to the Internet via satellite is simple!
View our How it Works page!
What plan fits my lifestyle?
HughesNet Gen5 offers four new service plans to best suit your specific needs, ranging from 10 GB to 50 GB of data per month. All HughesNet Gen5 plans come with the same fast speeds so you can do all the things you want online—even faster. It’s easy to choose a HughesNet Gen5 service plan based on the amount of data you need. The 10GB plan is perfect for the single user or couple who is passionate about fast Internet. The 20GB plan is best for the small family whose love of the Internet is growing as fast as their kids. The 30GB plan is ideal for the connected household with multiple devices and a large appetite for data. The 50GB plan is the data you need to keep your whole family rolling in Internet bliss. For more details on satellite Internet pricing and plan descriptions, visit the Plans & Pricing page.
What are my options for high-speed satellite Internet?
HughesNet® Gen5 is the new breakthrough service that gives you more of everything you want: faster speeds, more data, and built-in Wi-Fi. HughesNet Gen5 delivers speeds faster than ever, with 25 Mbps on every plan. Gen5 offers four new service plans to best suit your specific needs, ranging from 10 GB to 50 GB of data per month. All plans include exciting new features: Built-in Wi-Fi, Video Data Saver, the Bonus Zone and no hard data limits. We offer affordable service plans to suit any budget. It’s easy to choose a HughesNet Gen5 service plan based on the amount of data you need. The 10GB plan is perfect for the single user or couple who is passionate about fast Internet. The 20GB plan is best for the small family whose love of the Internet is growing as fast as their kids. The 30GB plan is ideal for the connected household with multiple devices and a large appetite for data. The 50GB plan is the data you need to keep your whole family rolling in Internet bliss. For more details on satellite Internet pricing and plan descriptions, visit the Plans & Pricing page
How fast is HughesNet Gen5?
HughesNet Gen5 is faster than ever – 25 Mbps download and 3Mbps Upload – and is available to anyone, anywhere, coast-to-coast.
Why should I choose HughesNet Gen5?
HughesNet® Gen5 is the 5th generation of satellite Internet. With HughesNet Gen5, Hughes has fundamentally re-imagined what satellite Internet can be, bringing customers more of everything they want: faster speeds, more data, and built-in Wi-Fi.
HughesNet is America’s #1 choice for satellite Internet. In its 2016 Broadband in America report, the Federal Communications Commission (FCC) ranked HughesNet Gen4 #1 in delivering advertised speeds – for the second year in a row. HughesNet exceeded advertised download and upload speeds – even during peak times – at higher rates than any other provider, including cable, fiber and DSL. HughesNet ranked first among satellite Internet providers, leading in multiple performance categories, including delivering advertised speeds, consistency of speed and web browsing performance. The FCC report demonstrates that customers can depend on HughesNet to consistently deliver the performance and reliability they need to live where they love and still stay connected.
Hughes®, the company behind HughesNet, is the trusted leader in satellite Internet. We invented the technology that brings high-speed satellite connections to consumers and small businesses from coast to coast.
What makes HughesNet Gen5 different?
HughesNet® Gen5, the new breakthrough service that gives you more of everything you want: faster speeds, more data, and built-in Wi-Fi. And it’s available where you live today, even in areas with slow or no high-speed options. HughesNet Gen5 lets you do more of everything you love, wherever you live! HughesNet Gen5 offers a range of plans that have the same fast speeds, so it’s easy to choose a plan that’s right for you!
What is HughesNet Gen5?
HughesNet Gen5 is the fifth generation of high-speed satellite Internet service. HughesNet Gen5 brings you more of everything you love: faster speeds, more data, and built-in Wi-Fi. With Gen5, you can stay connected at high-speed wherever you live! Share photos, watch videos, listen to music and more! HughesNet Gen5 is now better than ever and makes your online experience faster, easier and more efficient.
Why choose HughesNet Gen5?
- Faster Speeds: HughesNet Gen5 is faster than ever, with download speeds of 25Mbps and upload speeds of 3 Mbps on every plan.
- More Data: Four new service plans to best suit your specific needs and they each come with free off-peak data!
- Built-in Wi-Fi: Featuring the latest Wi-Fi standards and technology to easily connect your wireless devices throughout your home.
- Available in More Places: HughesNet Gen5 is available where you live. Gen connected now. Your days of slow Internet are over!
- Trusted by More People: you can rely on America’s #1 choice for satellite Internet.
What is HughesNet
HughesNet® is America’s #1 choice for satellite Internet with over 1 million subscribers. HughesNet uses satellite technology to give you a super-fast, always-on Internet connection and is available everywhere, even in areas where with slow or no high-speed options.
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 certified 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 major customization on your HughesNet system that would require the installer to:
a. Spend excessive time onsite to meet customer-directed requirements.
b. Purchase special materials, molding, or cosmetic hardware to hide exposed cables.
c. Remove, repair, or build structures to hide or support the HughesNet System.
What is Telecommunications Relay Service (TRS) and does Hughes provide service that supports it?
TRS is a service that allows individuals who are deaf or hard of hearing to communicate via the telephone network to other parties. The customer uses special TTY (keyboard and terminal) equipment to communicate to a call center, and personnel at the call center relay the typed text to the other party on the line. Responses from the other party are taken by the call center and sent via text to the customer’s TTY equipment. Hughes does provide service for the deaf and hard of hearing with the use of IP-enabled TTY equipment.
If I exceed my plan Data, can I still make calls?
Yes. The Data you receive through your HughesNet Internet plan does not impact calls using the HughesNet Voice service.
What is included with Voice installation?
For new HughesNet Internet and Voice customers, on the day of installation your installer will arrive with the dish, the modem, and the HughesNet Voice ATA (analog telephone adapter). The installer will install your Internet service and set up and activate your Voice service. You will be required to accept the Voice Terms and Conditions prior to completing the Voice activation. You’ll also be shown a self-service website where you can update, change, and monitor your Voice service.
Can I choose my own phone number or keep a number I already have?
If you qualify for a local number: Yes, when you register for HughesNet Voice you may either select a new telephone number or transfer an existing, preferred telephone number to your HughesNet Voice account through a process called “porting.” There is no additional charge to you for placing a porting request; however, once a porting request is placed, it cannot be canceled by Hughes. If you change providers and want to carry the same number with you, you will need to submit a new porting request through your new provider.
If you did NOT qualify for a local number: You can choose a new non-local telephone number across the continental United States, but you may not port your existing local number to HughesNet.
How affordable is HughesNet Voice compared to a traditional landline phone?
With HughesNet Voice you don’t need a traditional landline phone anymore! And because HughesNet Voice plans are so affordable, you can save up to 45% over standard home phone service.
What features are standard with HughesNet Voice?
With HughesNet Voice you get a number of useful standard features including Call Waiting, Caller ID, Outbound Caller ID, Call Forwarding, Call Block, Simultaneous Ring, Enhanced Voicemail (accessible via dial-in and forwarded via email), a Web Self-Care Portal, and unlimited long-distance calling to the continental United States and Canada.
How does HughesNet Voice work?
HughesNet Voice uses advanced Voice-over-IP (VoIP) technology to deliver a feature-rich home phone service over your satellite connection. New HughesNet customers will have their Analog Telephone Adapter (ATA) set up by their installer during the installation appointment which will route your calls through your satellite modem and dish without using your plan data. It’s as easy as that!
What is HughesNet voice?
HughesNet Voice delivers home phone service over your satellite Internet connection. No matter where you live, you can enjoy affordable home phone service with FREE features such as Call Waiting, Caller ID, Call Forwarding, and more.
Can the certified HughesNet installer hook up my home network?
Your installer will connect two devices during your installation appointment. However, you can ask your installer to connect additional devices like home networks at an additional cost payable to the installer.
How quickly will I be up and running?
On average, most customers are installed within 5 days of their order. With the launch of HughesNet Gen5, installation times may be longer due to the surge of demand for this service. Most customers have the opportunity to schedule an installation date at time of order. However, if a preferred date is not available, a HughesNet installer will contact you within 3 days of placing your order to 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 is included with a professional installation?
1) The HughesNet professional installer with install the HughesNet Wi-Fi Modem (with power supply) and will connect 2 devices, such as:
a. desktop computer (connected to modem with a HughesNet supplied LAN cable)
c. tablet (Apple iPad, etc.)
You can ask your installer to connect additional devices like home networks at an additional cost, payable to the installer. Speak with them in advance for a quote.
2) A HughesNet satellite antenna (dish), radio, and mount will be located with a clear line of sight to the southern sky and at least 4 feet off the ground so that it is out of reach of small children. It also needs to 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.
3) Up to 125 feet of dual RG-6 cable will be run from the antenna outside to the computer 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.
4) A grounding block is provided and the entire system is grounded to an NEC-approved bonding point.
5) All outdoor penetrations and water-resistant compression fitting are thoroughly weather-sealed.