A: HughesNetTM is the high-speed Internet solution that's available to everyone in the contiguous US with a clear view of the southern sky. HughesNet uses satellite technology, not your phone line, to give you a super-fast, always-on Internet connection. HughesNet gets you online instantly, lets you surf and open pages faster and download files in a fraction of the time it takes on a dial-up modem.
02) Q: How fast are HughesNet services for your home?
A: The HughesNet ProPlus service plan provides download speeds up to 1.5 Mbps and upload speeds up to 200 kbps. The HughesNet Pro service plan provides download speeds up to 1 Mbps and upload speeds up to 200 Kbps. The HughesNet Home service plan delivers download speeds up to 700 Kbps and upload speeds up to 128 Kbps. All Internet technologies (satellite or land-based) share available network bandwidth in one way or another; therefore, actual speeds may vary.
03) Q: What connection speeds will I typically get with HughesNet?
A: With the HughesNetTM Home service plan, you may enjoy download speeds up to 700 Kbps, with typical speeds of about 500 Kbps to 600 Kbps during peak times. Upload speeds, which are capable of reaching 128 Kbps, are typically 70 Kbps to 80 Kbps during peak hours.
With the HughesNet Pro plan, connect to the Internet with maximum download speeds of up to 1.0 Mbps, with typical speeds about 650 Kbps to 750 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 125 Kbps during peak hours.
With the HughesNet ProPlus plan, connect to the Internet with maximum download speeds of up to 1.5 Mbps, with typical speeds about 750 Kbps to 800 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 125 Kbps during peak hours.
04) Q: How can I/where can I purchase HughesNet?
A: You can order online from this site or you can speak with a HughesNetTM sales representative. Return to the FAQ page and select the Order Now button on the top right of your screen (or bottom left column) for more information on ordering HughesNet service.
05) Q: What are my computer system requirements for HughesNet?
A: HughesNetTM lets connect your computer to the Internet whether you are running a Windows or Macintosh operating system. In order to ensure you get the most out of your Internet experience, HughesNet has developed these minimum requirements:
# Windows 98SE or higher or Mac OS 10.1 or higher, and
# Network capability (10/100 Ethernet pre-equipped)
06) Q: Is HughesNet compatible with my Mac?
A: Yes, HughesNetTM is compatible with Mac OS 10.1 or higher. 10/100 Ethernet connectivity is also required.
07) Q: Can I use HughesNet to run a small network?
A: Yes, you can connect multiple home computers and laptops to a single HughesNetTM 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.
08) Q: Can the HughesNetTM-certified installer set up my home network?
A: If you'd like, you can inquire if this option is available through your installer when you set your installation appointment. However, home networks are not included or supported by HUGHES technical support. Multiple simultaneous users may degrade service. Uninterrupted service and stated speeds not guaranteed.
09) Q: What if my computer did not come with a Network Interface Card (NIC)? What can I do?
A: Many computers can be upgraded with a 10/100 Ethernet Network Interface Card (NIC). If you are comfortable with opening your computer and installing hardware, most Ethernet NICs can be self-installed. Check with your computer manufacturer for more information on the right Ethernet NIC for your system. Make sure your NIC is configured for "auto-negotiate."
Also, if you have an available USB port on your computer, you can purchase a USB Ethernet adapter. This may be easier to install than a PCI card in your computer. For a laptop, you can purchase a standard PCMCIA card that provides an Ethernet connection, or you can purchase a USB Ethernet adapter as well. We recommend that you upgrade your computer to meet all of the requirements listed above to get the most out of your Internet experience.
10) Q: Can I use a PCMCIA card adapter for my laptop?
A: Yes. All you need to connect your computer to the HughesNetTM 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.
11) Q: Do I still need a dial-up modem and telephone line?
A: No. There is no phone line or dial-up data modem required to use your HughesNetTM service.
12) Q: If I already have DIRECTV service, do I need to get a new dish for HughesNet?
A: Yes, the HughesNetTM system requires a unique dish in order to send and receive information via satellite. You cannot use your DIRECTV dish for HughesNet high-speed Internet service.
13) Q: I have DIRECTV already. Will this be on the same bill? Any special deals?
A: No, you will not be able to receive both services on the same bill. HUGHES, which delivers HughesNetTM services, is not affiliated with The DIRECTV Group. At this time, there are no discounts for selecting both services.
14) Q: Why is there a requirement that the HughesNetTM system be professionally installed?
A: The Federal Communications Commission (FCC) requires that trained professionals install any satellite system that both sends and receives signals.
15) Q: How quickly will I be up and running?
A: On average, most customers are installed within 2 weeks of their order. When you place your order today, your name will be provided to a certified HughesNetTM installer, who will contact you within 5 days. You and the installer will then work out a mutually agreeable date and time for your installation.
16) Q: What is transmission latency?
A: Latency refers to the amount of time it takes a packet of data to travel across a network. With satellite service, that data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. Therefore, time-sensitive applications that require fractions-of-a-second user inputs (such as multi-player games or real-time equities trading) are not recommended with HughesNetTM.
17) Q: Can I run a VPN over HughesNet?
A: HughesNetTM Home Service plan is not compatible with VPNs.
You may use a VPN with HughesNet, but you will likely experience reduced speeds as much as 50-75%. 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.
18) Q: Why does the service slow down when used in conjunction with a VPN?
A: HughesNetTM 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.
19) Q: Can I put this system on a boat or in an RV?
A: HughesNetTM Home and Professional service is available for non-mobile (fixed) locations. To receive mobile high-speed Internet service, please contact one of the following Value Added Service providers:
# Ground Control www.groundcontrol.com (1-800-773-7168)
# MobilSat www.mobilsat.com (1-757-312-8300)
# MotoSAT www.motosat.com
20) Q: I'm a home user of HughesNet service. How can I contact Customer Support when I have a question or problem?
A: If you are a Powered By or VAR end user, please contact your billing provider.
For HughesNetTM Technical Support or Customer Service, please log on to www.myHughesNet.com where you can chat with our technical support staff, check your usage, test your satellite speed, or browse our online help files. This site will also enable you to view your account status, online invoices, and activity history. Telephone Customer Service and technical support is also available toll-free at 1-866-942-7186.
1-866-942-7186 9am - 7pm EST
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