HughesNet Frequently Asked Questions
Below are the most common questions we are asked about HughesNet Satellite Internet:
- What is HughesNet?
- How fast are HughesNet services? For my home? For my business?
- What connection speeds will I typically get with HughesNet?
- How fast are HughesNet Business services compared to other high-speed services?
- Which HughesNet service is right for my business?
- What is the difference between HughesNet business service plans and the consumer service plans?
- How can I/where can I purchase HughesNet for my home or business?
- What are my computer system requirements for HughesNet?
- Is HughesNet compatible with my Mac?
- Can I use HughesNet to run a small network?
- Can the HughesNet-certified installer set up my home network?
- What if my computer did not come with a Network Interface Card (NIC)? What can I do?
- Can I use a PCMCIA card adapter for my laptop?
- Do I still need a dial-up modem and telephone line?
- If I already have DIRECTV service, do I need to get a new dish for HughesNet?
- I have DIRECTV already. Will this be on the same bill? Any special deals?
- Why is there a requirement that the HughesNet system be professionally installed?
- How quickly will I be up and running?
- What is transmission latency?
- Can I run a VPN over HughesNet?
- Why does the service slow down when used in conjunction with a VPN?
- Can I put this system on a boat or in an RV?
- I’m a home user of HughesNet service. How can I contact Customer Support when I have a question or problem?
What is HughesNet?
HughesNet 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. Businesses benefit from having instant access to the business-critical information they need.
How fast are HughesNet services? For my home? For my business?
FAST — a world apart from your dial-up connection! HughesNet offers two service plans for home users. The HughesNet Professional 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.
The HughesNet Business Internet service plan provides maximum download speeds of 2.0Mbps, and maximum upload speeds of 500Kbps. HughesNet Small Office service plan provides maximum download speeds of 1.5Mbps, and maximum upload speeds of 300Kbps. You’ll download files in seconds, access email instantly, and share information easier and faster with customers, partners and suppliers.
All Internet technologies (satellite or land-based) share available network bandwidth in one way or another; therefore, actual speeds may vary.
Stated speeds are not guaranteed. Actual upload speed will likely be lower than speed indicated during peak hours. Download speeds may also be temporarily slowed in cases when patterns of system usage exceed the download threshold for an extended period of time. See the HughesNet Fair Access Policy for more information. If you choose to run VPN over satellite, your data speeds may be reduced by as much as 50-75%. Despite the high speeds available through HughesNet, time-sensitive applications, such as multi-player twitch games, are also not recommended over HughesNet.
What connection speeds will I typically get with HughesNet?
With the HughesNet Home service plan, you may enjoy download speeds up to 700Kbps, with typical speeds of about 500Kbps to 600Kbps during peak times. Upload speeds, which are capable of reaching 128Kbps, are typically 70Kbps to 80Kbps during peak hours.
With the HughesNet Professional plan, connect your home office to the Internet with maximum download speeds of up to 1.0Mbps, with typical speeds about 650Kbps to 750Kbps during peak times. Upload speeds, which are capable of reaching 200Kbps, are typically 100Kbps to 125Kbps during peak hours.
With the HughesNet Small Office service plan, you may enjoy maximum download speeds of 1.5Mbps, with typical speeds of about 800Kbps during peak times. Upload speeds, which are capable of reaching 300Kbps, are typically about 185Kbps during peak hours.
With the HughesNet Business Internet plan, connect your office to the Internet with maximum download speeds of 2.0Mbps, with typical speeds about 1.2Mbps during peak times. Upload speeds, which are capable of reaching 500Kbps, are typically 300Kbps during peak hours.
How fast are HughesNet Business services compared to other high-speed services?
HughesNet provides download speed performance similar to other broadband services. The user experience is excellent when downloading Web pages, emails, or large data files. At the same time, satellite "upload" speeds (for sending data) are more appropriate for general Internet use, such as browsing the Internet, email, online ordering, etc. and not appropriate for higher speed demands of Website hosting, for example.
Which HughesNet service is right for my business?
HughesNet delivers a wide range of innovative and scalable network solutions to enterprises and small-to-medium businesses, and allows consumers and teleworkers everywhere to enjoy the excitement and convenience of high-speed Internet from home. For small home offices, HughesNet Professional service is generally recommended. For small businesses looking for connectivity at a commercial location for 5 to 10 concurrent users, HughesNet offers two service plans: HughesNet Small Office and HughesNet Business Internet
To determine if HughesNet (and satellite Internet service overall) is a good fit for your business, call our toll-free number.
What is the difference between HughesNet business service plans and the consumer service plans?
SPEED! The HughesNet Small Office and Business Internet service plans provide larger transmission resources than the Home and Professional plans. As such, they provide a higher level of overall performance for a multi-user, small business environment. Some of the key differences include: commercial installation of a slightly larger antenna for faster upload and download speeds and higher reliability; the ability to download larger files more frequently; a greater number of open TCP sessions; additional static IP addresses and on-site maintenance available.
How can I/where can I purchase HughesNet for my home or business?
You can order online from this site or you can speak with a HughesNet Satellite Internet Specialist by calling our toll-free number.
What are my computer system requirements for HughesNet?
HughesNet works with virtually any computer and is simple to use. 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, your computer should have the following minimum properties:
Windows 98SE or higher or Mac OS 10.1 or higher and Network capability (10/100 Ethernet pre-equipped)
Is HughesNet compatible with my Mac?
Yes, HughesNet is compatible with Mac OS 10.1 or higher. 10/100 Ethernet connectivity is also required.
Can I use HughesNet to run a small network?
Yes, you can connect multiple computers and laptops to a single HughesNet Internet connection. Additional networking equipment, not included in your HughesNet system, may be required. For network setup, support, and configuration contact your network hardware manufacturer and/or operating system software developer.satellitefamily, Inc and HughesNet are not responsible for 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.
Can the HughesNet-certified installer set up my home network?
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 HNS technical support. Multiple simultaneous users may degrade service. Uninterrupted service and stated speeds not guaranteed.
What if my computer did not come with a Network Interface Card (NIC)? What can I do?
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.
Can I use a PCMCIA card adapter for my laptop?
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.
Do I still need a dial-up modem and telephone line?
No. HughesNet delivers high-speed Internet access via satellite, so you have instant access to the Internet without dialing-in. You do not need a phone line or dial-up data modem to access the Internet when you use your HughesNet service.
If I already have DIRECTV service, do I need to get a new dish for HughesNet?
Yes. The HughesNet system requires a unique dish and transmitter antenna in order to send and receive information via satellite. DIRECTV receivers and dishes can only receive Satellite Television transmissions and cannot send or receive a Satellite Internet transmission.
HughesNet and DIRECTV have a partnership through their marketing efforts but operate as separate companies each providing a different type of satellite service to their customers.
I have DIRECTV already. Will this be on the same bill? Any special deals?
No, you will not be able to receive both services on the same bill. Hughes Network Systems, which delivers HughesNet services, is affiliated with The DIRECTV Group for marketing purposes only, and is operated as an independent company. There are no discounts for selecting both services. If you choose to receive both services, you will be billed separately for each.
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 quickly will I be up and running?
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 5 days. You and the installer will then work out a mutually agreeable date and time for your installation.
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 as multi-player “twitch” games or real-time equities trading) are not recommended with HughesNet.
Can I run a VPN over HughesNet?
Yes, but running a VPN client over satellite is not an ideal configuration. If you choose to run VPN over satellite, your data speeds may be reduced by as much as 50-75%. You can restore your connection to full speed by simply disabling your VPN client when your session is over. HughesNet Small Office and HughesNet Business Internet service plans are best suited for VPN.
SSL-based VPN products have proven to work more efficiently over satellite than IPSEC-Based VPN products. For questions or recommendations on a VPN product that will work more effectively with your HughesNet system, please contact one of our Satellite Internet Specialists by calling our toll-free number.
Note: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients. For questions about your VPN product, please contact the manufacturer's tech support.
Why does the service slow down when used in conjunction with a VPN?
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.
Can I put this system on a boat or in an RV?
HughesNet is available for non-mobile (fixed) locations. To receive mobile high-speed Internet service, please contact a Value Added Service provider that installs Mobile Satellite Internet Systems.
I’m a home user of HughesNet service. How can I contact Customer Support when I have a question or problem?
For HughesNet Technical Support or Customer Service, please log on to www.myHughesNet.com where you can chat with HughesNet 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.
1-866-430-8170
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