Frequently Asked Questions
Affordable Connectivity Program (ACP)
What is the FCC Affordable Connectivity Program?
The Affordable Connectivity Program (ACP) is an FCC program that will provide a temporary discount toward broadband service for eligible households. Visit https://www.fcc.gov/acp for more information about the program, eligibility criteria, and how to apply.
What happens when the Affordable Connectivity Program ends?
You will be notified about the last date or billing cycle that the full benefit will apply to your bill (and the date or billing cycle that a partial benefit will apply to your bill.) The notification will also include information about the cost of your broadband service after the program ends, should you choose to continue with the service. Important note: Your broadband service will end when the program ends, unless you request or opt-in to continue broadband service once ACP ends.
What service plans are eligible for the Affordable Connectivity Program?
All Residential service plans are eligible for the program. Business plans are not eligible at this time.
How much does broadband service cost with ACP?
The Affordable Connectivity Program provides a $30 monthly discount for broadband service per eligible household, or up to $75 monthly discount per eligible household on Tribal lands. The discount will be applied to your broadband service, but the ultimate cost to you will depend on the eligible service plan you select. Call to learn about plans and pricing in your area.
I am a current HughesNet customer. How do I get the ACP discount with my HughesNet service?
Current residential HughesNet customers can apply for the discount at https://getemergencybroadband.org/ today. Upon approval, contact HughesNet Customer Care at 1-866-347-3292 and our agent will verify eligibility, provide plan details and sign you up for the ACP discount.
If I am a current HughesNet customer with Norton Security Online, how can I upgrade to Norton 360 Deluxe or Norton Small Business?
You can upgrade by calling Customer Care at 866-347-3292 or through your online account at myhughesnet.com.
What are the system requirements for Norton?
Norton 360 Deluxe system requirements can be found at https://support.norton.com/sp/en/us/home/current/solutions/v133891548
Norton Small Business system requirements can be found at https://support.norton.com/sp/en/us/home/current/solutions/v133891548
How do I order Norton 360 Deluxe or Norton Small Business?
a. Norton can be ordered online or by phone.
b. Existing HughesNet customers may add this service by calling Customer Care or online through myHughesNet.com.
How many devices can I cover with my Norton service?
You can choose between plan options with 5 or 10 devices.
What Norton 360 Deluxe service am I receiving if purchased through Hughes?
The Norton 360 Deluxe plans offered with your HughesNet residential service are only available through Hughes. We have customized a plan specifically for our customers.
Can I cancel my Norton service at any time? Is there a contract commitment?
Yes, you can cancel at any time. There is no contract commitment.
How do I activate my Norton service?
Minutes after placing your order, open the “Thank you for ordering HughesNet Optional Services” email from CustomerCare@mailfromHughes.com.
- Click the URL.
- Create or log in to a Norton Account.
- Land in the My Norton Portal.
- Click the “Download” button.
- Click “Agree & Download”.
- Follow the browser instructions to open the installer.
- Follow the installer instructions to complete installation.
What is not covered by Express Repair?
- Loss of service resulting from damaged or missing Hughes equipment, Hughes-provided cabling, antenna or mount
- Loss of service that can only be corrected by relocating the antenna
- Change of mounting hardware or type for antenna
- Damage to the antenna caused by conditions other than normal use that is beyond Hughes' normal control, such as: hail, earthquake, flood, ice, fire, falling or flying objects, tropical storms, hurricanes, natural disasters, vandalism, theft, terrorism/war, riot, or acts of God
- Correction of faulty installation or repointing of the antenna, if the work was not originally performed by a Hughes-authorized technician
- Exterior or cosmetic items of the product, including, but not limited to, paint, finish, bezel, and cords
- Materials used for cosmetic purposes such as hiding exposed cabling or conduit
- Preventive maintenance
- Software upgrades
- Repair of a customer's local area network (technician is responsible for ensuring operability on one computer only)
- Any location that is a recreational vehicle: mobile homes, watercraft, aircraft
- Systems where the satellite is not mounted to a stable, fixed-position permanent structure
- Components or wiring related to satellite television
- Service outside the lower 48 states or Puerto Rico
- Any other electronic products, hardware or software including, without limitation, your computer or equipment related to your computer
- Damage reported after expiration of the Express Repair coverage period
What is covered by Express Repair?
The plan covers the required steps necessary to restore the HughesNet service. These steps include, but are not limited to, phone support and onsite support including repointing of the antenna system or replacement of HughesNet indoor equipment, power supply, or outdoor equipment that (1) were purchased by customer, (2) are commissioned on the HughesNet account, and (3) were professionally installed at your site. The location must be a stationary location in the lower 48 states or Puerto Rico. The plan covers the following:
- Loss of service due to issues with Hughes equipment or Hughes-provided cabling
- Loss of service that can be corrected with antenna repointing or alteration using the existing mounting configuration
- Pre-existing service issues on covered Service Plan
- The cost of all parts required to restore service
- Loss of service due to power surge while properly connected to a properly wired AC power line with protective ground and telephone/coax lines properly connected.
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: $24.99 co-pay
If you require onsite service after the 30-day vesting period, the onsite service co-pay will be $24.99.
The Express Repair Terms and Conditions can be found on our legal site.
If I have a warranty, what is the benefit of Express Repair?
Under warranty, you have access to 24x7 technical phone support, as well as onsite support as needed. While most interruptions 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 (available to residential customers only). 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 an interruption 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 (Available to residential customers only): 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.
How many phone numbers does the ATA provided by Hughes support? Can I use any type of ATA I like?
The ATA will support one phone line (Phone 1) and you must use the ATA provided by Hughes.
Will HughesNet Voice service support FAX machines? Alarm systems? Credit Card terminals?
Because of the manner in which telephone calls are transmitted over the network, FAX machines, alarm systems and credit card terminals will not work properly using HughesNet Voice service.
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.
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.
What plan options are available and how much does the service cost?
How does HughesNet Voice work?
HughesNet Voice uses advanced Voice-over-IP (VoIP) technology to deliver a feature-rich 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 or business phone service over your satellite Internet connection. No matter where you live and work, you can enjoy affordable phone service with FREE features such as Call Waiting, Caller ID, Call Forwarding, and more!
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 HughesNet?
Yes, the HughesNet system requires a unique dish in order to send and receive information via satellite. You cannot use your DIRECTV or DISH network dish for HughesNet high-speed Internet service.
Do 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.
Can I run a VPN over HughesNet?
We do not recommend using a VPN with your HughesNet service. Your home or business 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 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.
Can I put this system on a boat or in an RV?
No, HughesNet is not available for mobile locations. To receive mobile high-speed Internet service, please contact the following Value Added Service provider:
Mobil Satellite Technologies https://www.mobilsat.com/ 1-757-312-8300
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. Android and iOS mobile devices are also compatible with the Wi-Fi connection on your modem.
Is Static IP available?
HughesNet for Business plans are eligible for Static IP. You can add or remove Static IP at any time by contacting Business Customer Care 800-347-3272. You must call to order Static IP with new service.
What type of gaming is supported with HughesNet?
Online games where you take turns, such as casino or chess, turned-based role-playing games and Facebook games work well. However, real-time multiplayer games that require a rapid response, such as first-person shooter or combat games, do not work well on satellite-only plans. Additionally, we do not recommend connecting console-based video games that require large updates since they quickly consume your plan data.
How do I access the additional plan 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 additional plan data instead of using Data from your service plan. Residential service plans come with 50 GB/month of additional plan data that is available during these off-peak hours.
What is the Bonus Zone?
Residential plans come with a Bonus Zone period of time from 2am-8am, when all customers have access to 50 GB/month of additional plan data! Use this additional plan data to download large files like movies, system updates for your computer, tablet, or smartphone—and more.
How does the Video Data Saver work?
HughesNet 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.
How can I monitor my plan data usage?
You can monitor your data through the HughesNet Mobile App or on myHughesNet.com. Sign in to your account to enroll in usage text alerts. Text alerts will be sent right to your mobile device if you approach your service plan data threshold.
What happens when I use up all of my Plan Data?
HughesNet has No Hard Data Limits†. Even if you exceed your plan data, we won’t cut you off or charge you more. If you do use all of your plan data before the end of the month, you will be able to continue using the Internet for all applications but your speeds will reduce and will typically be in the range of 1 to 3 Mbps. You can purchase extra data, called Data Tokens, to bring your speed back up to 25 Mbps.
Does HughesNet have data limits?
HughesNet has No Hard Data Limits†. If you exceed the data included with your plan in a given month, you will experience slower speeds, but you will still have Internet access. If you’d like to restore your speeds, you can add more data with Data Tokens, or upgrade to the next plan level immediately.
How does the Fair Access Policy Work?
To ensure fair Internet access for all HughesNet 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. For the Fair Access Policy for residential customers, click here. For the Fair Access Policy for the Business service plans, click here.
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 technician to connect additional devices for an additional cost. Any non-standard installation extras will be billed on your next HughesNet invoice. The technicians do not accept cash or check at the time of install.
What non-standard installation items are not covered?
Customers sometimes want to enhance or customize their installation to specific requirements, and sometimes the location may require extra work above and beyond standard procedures. All costs for non-standard work or equipment will be itemized by the installer using a HughesNet Installation Reference Sheet; they will require your authorization signature before proceeding. Nonstandard fees will be added to your account. Please be sure to mention anything that may make the installation “nonstandard” when the installer calls to confirm your appointment. Some examples of nonstandard items are:
- Wireless or hard-wired networking (beyond what is offered by the built-in Wi-Fi modem)
- Configuration of your computer(s) to work with a wireless or hard-wired network (beyond what is offered by the built-in Wi-Fi Modem)
- Special purchase of 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
- Renting lifts for tall commercial locations not accessible by ladders
Do I need to be onsite during the installation?
Yes. There can be several spots where the satellite dish can be installed and your installer will seek permission to install the equipment in the correct location. Also, depending on the type of location, you may need to provide access or security clearance for the installer.
What if I don't hear from the installer or need to change my appointment?
If you have an Internet connection, go to orderstatus.hughesnet.com to check on your appointment. Otherwise please call the Hughes Pre-Installation department at 1-866-774-6580.
How quickly will my satellite Internet service be installed?
In most cases, the necessary equipment is installed within five days of purchasing your service. Most customers have the opportunity to schedule an installation date at time of order, or you will be contacted within three days to schedule an appointment.
Residential installation typically takes 1-4 hours while Business installation typically takes 4-6 hours.
What is included with a professional installation?
1) The HughesNet professional technician will install the HughesNet Wi-Fi Modem (with power supply) and will connect 2 of your devices, such as:
- desktop computer (connected to modem with a HughesNet supplied LAN cable)
- tablet (Apple iPad, etc.)
You can ask your technician to connect additional devices for an additional cost. Any non-standard installation extras will be billed on your next HughesNet invoice. Technicians do not accept cash or check at the time of installation.
2) A HughesNet outdoor antenna system (reflector, radio, and mount) will be installed on your roof or a wall at a location with a clear line of sight to a satellite in the southern sky and at least 4 feet 5 inches off the ground so that it is out of reach of small children. If not, the technician will look for a pole mount option. For homes with vinyl siding, metal siding, or metal roofs, the technician may recommend a pole mount. Customers can request a pole mounted dish installation as opposed to a roof mounted installation when the technician arrives. Keep in mind a roof mounted installation may provide the best long-term line of sight for optimal performance. If being installed on an outer wall or roof, the equipment needs to accessible with a 25-foot ladder for quick and easy servicing should it ever be required. If you require or request a pole mount during your installation, you will be billed a $25 pole mount fee on your next HughesNet invoice. Pole mount installation includes up to 25 feet of soft ground cable trenching.
3) Up to 125 feet of RG-6 cable will be run from the outdoor antenna to the modem inside through a drilled hole through the exterior wall to an adjacent interior wall. It will be terminated on the inside wall with a 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 weather-sealed.
6) Visit https://legal.hughesnet.com/InstallationGuidelines.cfm for details.
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.
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 HughesNet online, by phone, or through a local dealer.
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.
Does HughesNet come with built-in Wi-Fi?
Yes! HughesNet comes with built-in Wi-Fi so you can connect your wireless devices at home. The HughesNet Wi-Fi Modem delivers 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.
What are my plan options and which plan should I choose?
HughesNet offers a suite of satellite Internet plans to meet your needs and your budget. All plans offer the same fast speeds, but provide varying amounts of data based on your home or small business needs. To find plan options for your home, click here. To find plan options for your business, click here.
If you’re still not sure which plan is right for you, you can visit our Buyer’s Guide or one of our helpful customer service representatives will review your needs and recommend a satellite Internet plan that works for you. If your needs change and you want to increase your plan, you can do so over the phone without change fees or waiting for a technician to visit.
What can I do with satellite Internet service?
With HughesNet, you can chat, email, stream video clips, visit your favorite social media sites, work from home, and connect your children to their distance learning programs.
What is satellite Internet service?
Satellite Internet service is available everywhere, even in areas with slow DSL and where fiber and cable options will not reach. With satellite Internet, the signal is sent from a satellite to a satellite dish mounted on your property, which connects to a modem inside. The modem includes Wi-Fi so that your phone, computer and other Wi-Fi devices can connect to the Internet.
How does a satellite Internet connection work?
To learn more about how satellite Internet works, click here.
Can I engage in online trading or quick eBay transactions with my HughesNet for Business service?
All satellite Internet services involve a small degree of 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 last-minute equity trades and last minute eBay bids) are not recommended with HughesNet for Business plans.
What is transmission latency?
With satellite Internet, requests travel a long distance from your device to a satellite and back. This distance causes a slight delay known as latency. This delay is so minimal that there’s little impact to most online activities, but is more noticeable with activities like watching videos, browsing content-rich websites, working from home and joining video conferences.
How fast is HughesNet?
HughesNet is fast with 25 Mbps download and 3 Mbps upload speeds*.
Can I get high-speed Internet in my area?
Yes! HughesNet is available in contiguous United States, Puerto Rico, and Alaska! As long as you have a clear view of the southern sky, you have access to fast satellite Internet speeds, more data, and built-in Wi-Fi. To find plans and offers, search your address here.
Are there any customers for whom HughesNet for Business would not be appropriate?
While many businesses can use HughesNet, there are some instances where it is not recommended:
- Companies with over 50 sites
- National brands (i.e., most franchise locations)
- Oil rigs
- Companies that need a private network solution
I need high-speed Internet service for my small business that I run out of my home. Should I purchase a residential service or HughesNet for Business?
HughesNet for Business offers more benefits—more data available during business hours (up to 250 GB), more simultaneous users, more maintenance options and more support tailored to business needs. HughesNet service also comes with more Anytime Data that can be used in the evenings for families that share space with a home business! Please speak with a sales representative to evaluate your Internet requirements so they can provide you a recommendation for service.
Why choose HughesNet?
Fast Speeds: HughesNet is fast, with download speeds of 25 Mbps** on every plan.
No Hard Data Limits†: If you exceed the amount of data in your plan, we won’t cut you off or charge you more.
Built-in Wi-Fi: Easily connect your wireless devices throughout your home or business.
Available in More Places: HughesNet is available where you live and work. Get 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 with slow or no high-speed options.