Frequently Asked Questions
What is HughesNet?
Why choose HughesNet Gen5?
- Faster Speeds: HughesNet Gen5 is faster than ever, with download speeds of 25 Mbps and upload speeds of 3 Mbps on every plan.
- Unlimited Data: All plans have No Hard Data Limits. If you exceed the amount of data in your plan, we won’t cut you off or charge you more. Stay connected at reduced speeds.
- 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.
Can I get high-speed Internet in my area?
What is HughesNet Gen5?
What makes HughesNet Gen5 different?
Why should I choose HughesNet Gen5?
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.
How fast is HughesNet Gen5?
What are my options for high-speed satellite Internet?
What plan fits my lifestyle?
How does a satellite Internet connection work?
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!
What is your upload/download allowance policy (Fair Access Policy)?
What is the Bonus Zone?
How do I access the additional plan data during the Bonus Zone?
Does HughesNet Gen5 come with built-in Wi-Fi?
The HughesNet Wi-Fi Modem provides dual-band network (2.4G Hz and 5G Hz). Which one should I use?
Video Data Saver
How does the Video Data Saver work?
Can I watch movies in HD with HughesNet?
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.
How does HughesNet Voice work?
What plan options are available and how much does the service cost?
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 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.
Can I choose my own phone number or keep a number I already have?
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 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.
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 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.
What non-standard installation items are not covered?
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 included with a professional installation?
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 access 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.
How quickly will I be up and running?
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.
Can I download games, steam video and music through my gaming system?
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.
Why don't real-time games work?
How do I use video and music services through a gaming system?
What is transmission latency?
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.
Can I use the Gen5 service for VoIP, Skype, or Netflix? And if not, when will it be available?
Can I put this system on a boat or in an RV?
Mobil Satellite Technologies www.mobilsat.com 1-757-312-8300
Can I run a VPN over HughesNet?
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.
My HughesNet service is still under warranty - why would I want HughesNet Express Repair?
Under warranty, you have access to 24×7 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
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.
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.
How can I/where can I purchase HughesNet?
What are the most common myths about 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.
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 http://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
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.
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
Dial-up – This term refers to an Internet connection through a home telephone line.
DSL (digital subscriber line) – Allows
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) –
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.
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.
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.
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.
No hard data limits
What happens when I use up all of my Plan Data?
HughesNet has No Hard Data Limits. That means that 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. Major streaming providers state on their websites that watching videos with DVD quality (aka Standard Definition) is possible at .5 to 1.5 Mbps (you can refer to the chart below). In periods of network congestion, speed may be slower and could be less than 1 Mbps which may mean that some applications will be slower to run and you may see buffering in video playback. You can purchase extra data, called Data Tokens, to bring your speed back up to 25 Mbps.
|Streaming Service||Recommended SD Streaming Rate|
|Amazon Prime Video||1.5 Mbps|
*Free standard installation applies to new Lease subscribers only. Not valid with Purchase option. Limited-time offer.
**If you exceed your monthly plan data, you will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle.