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HughesNet Frequently Asked Questions

 

Q: What is HughesNet?

 

A: HughesNet is the high-speed Internet satellite solution that's available to anyone in the contiguous United States who has 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 work, shop, download/upload and browse Web sites much faster and in a fraction of the time it takes on a dial-up modem.

 

Q: Where can I purchase the HughesNet product?

 

A: You can order online from this site (click any of the "Buy Now" or "Order Now" buttons you see on these pages, or you can call toll-free one of our sales representatives at: 1-800-632-4715 Monday through Friday 9:00 a.m. to 5:30 p.m. Eastern.

 

Q: Can I stream video?

 

A: Streaming video is available on all the plans.

 

Q: Can I use VOIP on these plans?

 

A: VOIP can be used on Business and Small Office Plans. Some VOIP services will also work on the Professional Plan. Contact your VOIP service provider for additional information.

 

Q: What are my computer system requirements for HughesNet?

 

A: The HughesNet modem 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 98SE or higher or Mac OS 9.0-10.x (excluding 10.0) and Network capability (10/100 Ethernet pre-equipped.)

 

Q: What operating systems are compatible with HughesNet?

 

A: The HughesNet modem is compatible with both Windows and Macintosh operating systems.

 

Q: Can I run HughesNet on a small network?

 

A: 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, feel free to contact our service department for assistance.

Please note 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 Fair Access Policy. If you are a DW4000 user and wish to use your HughesNet for multiple simultaneous users, you may want to upgrade to the DW7000 which more easily enables this configuration.

 

Q: Can the HughesNet certified installer hook up my home network?

 

A: If you'd like, you can inquire if this option is available through your installer when you set up your installation appointment. However, home networks are not included or supported by technical support. Multiple simultaneous users may degrade service. Interruption of service and speed not guaranteed. Feel free to contact our service department for assistance.

 

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. Contact our sales department for more information.

 

Q: Can I use a PCMCIA card adapter for my laptop?

 

A: 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.

 

Q: Do I still need a dial-up modem and telephone line?

 

A: There is no phone line or dial-up data modem required to use your HughesNet service.

 

Q: If I already have Satellite TV service, do I need to get a new dish for HughesNet?

 

A: Yes. The HughesNet system requires a unique dish in order to send and receive information via satellite.

 

Q: Why is there a requirement that the HughesNet system be professionally installed?

 

A: The Federal Communications Commission (FCC) requires that trained professionals install any satellite system that both sends and receives signals.

 

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 HughesNet installer, who will contact you within 3-5 business days. You and the installer will then work out a mutually agreeable date and time for your installation.

 

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 a 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 ñtwitchî games or real-time equities trading) are not recommended with HughesNet.

 

Q: Can I run a VPN over HughesNet System?

 

A: Running a VPN client over satellite may reduce your speed by 50 to 75%, therefore is only recommended for the Business Internet Plan. Some VPNs will run on the Small Office Plan. 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.

*** HughesNet does offer an end-to-end VPN accelerator solution for large corporations and government agencies that delivers higher connection speeds over VPN. Go to http://www.hughesnetbiz.com for more information. For small / medium business solutions, please contact a HughesNet Business Solutions Channel Partner to discuss your specific requirement.

 

Q: Why does the service slow down when used in conjunction with a VPN?

 

A: HughesNet 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.

 

Q: Can I put this system on a boat or in an RV?

 

A: HughesNet Home and Professional service is available for non-mobile (fixed) locations. The system can also be installed on motorhomes, but it will need to be repointed/repositioned at each new location.

 

Q: I'm a home user of the HughesNet service. How can I contact Customer Support when I have a question or problem ?

 

A: HughesNet Tech Support offers toll free, 24/7 support at 1-866-347-3292. You can also go to www.myhughesnet.com to view your account status, online invoices and activity history.