Frequently Asked Questions

Your installer mounts the dish to an approved structure at least 5 feet off the ground as required by FCC regulations, using HUGHES standard roof and/or wall mounting brackets. The installer then installs a coaxial cable jack in the room where the HughesNet System will be located, and routes two exterior RG-6 coaxial cables from the dish to the coaxial cable jack. HughesNet also provides and installs the hardware required to properly ground your HughesNet System. And lastly, the installer will verify the satellite signal strength and activate your HughesNet account.

Next-day installation is often available. When you place your order today, the sales representative can check the availability calendar for local installers in your area.

If you'd like, you can inquire if this option is available at an additional cost through your installer when you set your installation appointment. However, home networks are not included or supported by HUGHES technical support.

• Custom work, including moldings or cosmetic hardware to hide cables, and non-penetrating roof, pole or chimney mounts (Be sure to discuss complex installations with your installer prior to work beginning)
• Removal or repair of previously mounted equipment (this work may be performed with a signed Waiver of Liability)
• Mounting to a roof structure that exceeds one story in height
• Pole mount for cosmetic purposes (the pole mount is only included in a standard installation if needed to gain a clear view of the Southern sky)

There are a few questions to ask in advance of your installation date.

• Can you see the southern sky? Your satellite Internet service will need a clear path from the satellite antenna to the southern sky in order to receive an optimal signal. A weakened signal will result in less satisfactory performance. To guarantee the fastest speeds, clear any potential obstructions to make way for an uninhibited signal. Your installer will also check this for you before beginning the work.
• Do you know the date and time of your scheduled installation? You must be over 18-years-old and in your home during the installation process, so double check to make sure you have no scheduling conflicts. The installation process may finish early, but you’ll still need to be available in case unforeseen questions arise.
• Is your computer capable of connecting with HughesNet? HughesNet requires that your computer use Windows 2000 PE or higher, or Mac OS 10.1 or higher for Apple users. Your computer will also need network capability (10/100 Ethernet pre-equipped). Most computers purchased in recent years come standard with these prerequisites, though it’s best to be safe and find out for sure, so you aren’t left surprised come installation day.
• Where do you plan to use your internet? As soon as your installation is complete, you’ll be good to go. But in order to access high speed internet as soon as possible, your home computer set-up will need to be in place prior to your installation date. This also ensures your professional installer will be able to activate your modem and make sure the connection is working properly to safeguard against any post-installation headaches.

Upload and download speeds vary based on how your computer is configured, the number of people using your network, website speeds, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. If you use the Internet during peak hours, your actual upload and download speed will likely be lower than speeds indicated.

Running a VPN over your satellite service can reduce speeds by as much as 50-75%. It’s also not recommended to run time-sensitive applications that require fractions-of-a-second user inputs like twitch gameplay or real-time equities trading.

Running a VPN client over satellite is not an ideal configuration and is not compatible with HughesNet’s Basic Service plan. If you choose to run VPN over satellite, your data speeds may be reduced by as much as 50 to 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.

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.

Yes, you can connect multiple home computers and laptops to a single HughesNet 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.

HughesNet lets you 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 2000 PE or higher (including VISTA) or Mac OS 10.1 or higher
• Network capability (10/100 Ethernet pre-equipped)

Yes. All you need to connect your computer to the HughesNet 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.

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.

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
  1-800-247-7486

For HughesNet 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 1-866-347-3292.

If you cancel your service within 30 days of activation, and return your HughesNet modem and radio (transmitter), you can receive a refund of $200. Installation charges and other fees are not refundable. The HughesNet modem and radio must be returned to Hughes in good condition in order to receive the equipment refund. Hughes will provide instructions on how to de-install and return your equipment. You are not required to return, and Hughes is not obligated to de-install or pay for the de-installation of the antenna, mount, or any cables.

If you order HughesNet, we require a minimum service commitment of 24 months. If you terminated service before your commitment exprires, you will owe, and your credit or debit card will be charged, the Early Termination Fees and/or Unreturned Equipment Fees as described below.

Cancel within 30 days

Purchase

• $200 refund for returned equipment
• No service termination fee
• No refund of installation fee

Lease

• $99 Upfront Fee is forfeited.
• $300 Unreturned Equipment Fee if equipment is not returned within 45 days of cancellation date.

Cancel AFTER 30 days

Purchase

• Service terminated within the term of your agreement, you will be charged a Service Termination Fee of up to $400 which will be prorated to cover the remaining period on the term.
• Refunds are not applicable on purchase equipment for service cancellations after 30 days.

Lease

• $400 service termination fee. $99 Upfront Fee is forfeited.
• $300 Unreturned Equipment Fee if equipment is not returned within 45 days of cancellation date.

Cancel AFTER 24-month service commitment

Lease

• $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter) if HughesNet modem, radio, and power supply are not returned.