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HughesNet Internet Continuity | Frequently Asked Questions

Speeds and Data

How fast is the HughesNet Internet Continuity service?

The HughesNet Internet Continuity plan offers download speeds of 25 Mbps and upload speeds of 3 Mbps.

Do HughesNet Internet Continuity plans include data?

Yes. The service includes 2 GB of data every month. Additional data (Data Tokens) may be purchased for $3 per GB.

What happens if my 2 GB of data run out and I don’t buy a Data Token?

Your service will continue to operate but will slow down to 100 Kbps.

How much backup data do I have available to me?

2 GB of data per month is included in your plan. If you need more data, you can purchase Data Tokens in increments of: 3 GB, 5 GB, 10 GB and 25 GB at a cost of $3 per GB.

Will I notice performance issues with Internet Continuity?

Many of our customers do not experience any performance issues. However, unlike DSL & cable, satellite has higher latency (the time it takes your data to travel to and from the Internet via satellite) so there may be a delay.

Installation

Who installs HughesNet Internet Continuity?

Your system will be installed by a HughesNet certified professional installer.

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.

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.

How long does installation take?

Approximately 4-6 hours for a typical small business location. Larger commercial locations may require more time.

What non-standard installation items are not covered?

Customers sometimes want to enhance or customize their installation to specific requirements, and sometimes the location (like a big box store, warehouse or military site) 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

How it Works

How fast does the failover take?

Most failovers take less than 3 minutes. However, this time could be less depending on how your primary Internet connection fails.

Will the system automatically notify me when I’m in backup?

No, not at this time.

How do I know if I’m in backup or not?

You can sign in to myHughesNet.com or check the free HughesNet Mobile App available on the Google Play Store for Android and on the Apple App Store for iPhone. Once signed in, click on My Account to monitor your data usage.

Will the system automatically notify me when I’m running low on data?

No, not at this time. You can monitor your data usage using the free HughesNet Mobile App or by signing in to myHughesNet.com and clicking on My Account.

What non-standard installation items are not covered?

Customers sometimes want to enhance or customize their installation to specific requirements, and sometimes the location (like a big box store, warehouse or military site) 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

How does HughesNet Internet Continuity work?

Step 1: Leave the work to us! A certified installer will set up the equipment for you. An Automatic Failover Router will be installed to serve as a detection and connection device. First, the Automatic Failover Router will be hooked up to your PC or router. Then the Automatic Failover Router is connected to both your DSL/cable connection and the satellite backup connection.

Step 2: In the event your primary connection goes down, the Automatic Failover Router will detect the failure and automatically route traffic to the satellite backup. Most failovers take less than 3 minutes. However, this time could be less depending on how your primary Internet connection fails.

Step 3: Once your primary connection is re-established, the Automatic Failover Router detects the restart and automatically routes traffic back to your primary landline connection. The automation and speed at which this process takes place ensures that your business stays connected, no matter what goes down, without the need for human
intervention, so you can focus on what really matters. Visit our How it Works page for more information.

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 real-time equities trading) are not recommended with HughesNet.

Can I load balance my business traffic between my primary landline connection (DSL/cable) and the satellite backup?

No. Load balancing is not possible. All your business traffic goes over your primary landline connection during normal operation, and only goes over the satellite service in the event your primary landline connection fails.

Why is HughesNet Internet Continuity service better than a 4G backup solution?

Unlike 4G coverage which can be spotty and sometimes non-existent, with HughesNet businesses only need a clear view of the southern sky. Additionally, HughesNet Internet Continuity offers additional data at an affordable cost.

How do I know if I’m running low on data?

You can monitor your data usage (and purchase additional Data Tokens) using the free HughesNet Mobile App available on the Google Play Store for Android and on the Apple App Store for iPhone. You can also sign in to myHughesNet.com and click on My Account.

Can I move my system from one location to another?

Yes. If you are planning a move, call Business Customer Care at 800-347-3292. Hughes will arrange to have your system moved by a certified professional for a one-time charge. Call for details.

Will my VoIP service work over the satellite backup connection?

HughesNet Internet Continuity keeps your business online when your primary Internet service is down. With voice, now you can ensure all of your business’s lines of communication stay open when your primary phone service goes down as well. Adding HughesNet Voice to your Continuity service can help your business stay connected when you need it most, even if your Internet connection is not in backup mode.

Can I purchase a maintenance plan with my HughesNet Internet Continuity service?

Yes, a variety of maintenance plans are available. Ask a sales associate for details.

What does the professional installer do to ensure my backup is working?

At the time of installation, your installer will connect your existing LAN/PC to the Automatic Failover Router and then connect the two WAN ports on the router – one to your primary router or modem, and the second to the Hughes Wi-Fi Modem. Lastly, they will unplug your primary modem to verify your HughesNet Internet Continuity service is operational.

Does my Automatic Failover Router come with a warranty?

Yes. If you require a replacement router during the warranty period, a new router will be sent to you with installation instructions. If you have purchased a maintenance plan, a technician will come out to your business and fix it for you.

Does this service work with static IP?

No. Static IP is not accessible with this service.

Can I upgrade from HughesNet Internet Continuity to HughesNet for Business as a primary service?

Yes. You can change your HughesNet service by calling Business Customer Care at 800-347-3292.

Compatibility

Is HughesNet Internet Continuity compatible with my Windows and Mac operating systems?

HughesNet Internet Continuity lets you connect your computer to the Internet whether you are running a Windows or Macintosh operating system. HughesNet Internet Continuity supports all version of Windows and Mac OS that are still supported by their respective manufacturers.

Can I use the service for VoIP, Skype, or Netflix when I am in backup?

Yes, you can use Skype and Netflix with the service, but be sure to continue to monitor your monthly Service Plan Data with the Usage Meter. It’s important to remember that your business is approximately 22,000 miles away from the 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.

Can I run a VPN over HughesNet Internet Continuity?