Frequently Asked Questions
Can HughesNet be used for backup Internet?
HughesNet Internet Continuity is an affordable connectivity backup service that seamlessly delivers broadband Internet when your primary service fails, making costly outages a thing of the past. The service is ideal for small businesses like yours that need to stay connected when DSL or cable services go down.
What is not covered by Express Repair?
- Loss of service resulting from damaged or missing Hughes equipment, Hughes-provided cabling, antenna or mount
- Loss of service that can only be corrected by relocating the antenna
- Change of mounting hardware or type for antenna
- Damage to the antenna caused by conditions other than normal use that is beyond Hughes' normal control, such as: hail, earthquake, flood, ice, fire, falling or flying objects, tropical storms, hurricanes, natural disasters, vandalism, theft, terrorism/war, riot, or acts of God
- Correction of faulty installation or repointing of the antenna, if the work was not originally performed by a Hughes-authorized technician
- Exterior or cosmetic items of the product, including, but not limited to, paint, finish, bezel, and cords
- Materials used for cosmetic purposes such as hiding exposed cabling or conduit
- Preventive maintenance
- Software upgrades
- Repair of a customer's local area network (technician is responsible for ensuring operability on one computer only)
- Any location that is a recreational vehicle: mobile homes, watercraft, aircraft
- Systems where the satellite is not mounted to a stable, fixed-position permanent structure
- Components or wiring related to satellite television
- Service outside the lower 48 states or Puerto Rico
- Any other electronic products, hardware or software including, without limitation, your computer or equipment related to your computer
- Damage reported after expiration of the Express Repair coverage period.
What is covered by Express Repair?
The plan covers the required steps necessary to restore the HughesNet service. These steps include, but are not limited to, phone support and onsite support including repointing of the antenna system or replacement of HughesNet indoor equipment, power supply, or outdoor equipment that (1) were purchased by customer, (2) are commissioned on the HughesNet account, and (3) were professionally installed at your site. The location must be a stationary location in the lower 48 states or Puerto Rico. The plan covers the following:
- Loss of service due to issues with Hughes equipment or Hughes-provided cabling
- Loss of service that can be corrected with antenna repointing or alteration using the existing mounting configuration
- Pre-existing service issues on covered Service Plan
- The cost of all parts required to restore service • Loss of service due to power surge while properly connected to a properly wired AC power line with protective ground and telephone/coax lines properly connected.
Why should I purchase Express Repair when I order my HughesNet service?
Express Repair 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.
The Express Repair Terms and Conditions can be found on our legal site.
My HughesNet for Business service is still under warranty - why would I want HughesNet Express Repair?
Under warranty, you have access to 24x7 Technical Phone Support, as well as onsite support as needed. While most interruptions are resolved with a simple phone call, it may take up to 7–10 days for a certified technician to visit your 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 5:00pm the next business day with Express Repair Premium. Service may be delivered as soon as that day or on the next business day.
What is HughesNet Express Repair?
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 an interruption 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.
With Express Repair Premium our commitment is to have a technician confirm a scheduled ETA and arrive by the next business day.
Norton Small Business
If I am a current HughesNet customer with Norton Security Online, how can I upgrade to Norton Small Business?
You can upgrade to Norton 360 Deluxe/Norton Small Business by calling Customer Care at 866-347-3292 or through your online account at myhughesnet.com.
What are the system requirements for Norton Small Business?
System requirements can be found at https://support.norton.com/sp/en/us/home/current/solutions/v133891548
How do I order Norton Small Business?
1. Norton Small Business can be ordered by phone
2. Existing HughesNet customers may add this service by calling Customer Care or through myHughesNet.com.
How many devices can I cover with my Norton service?
You can choose between plan options with 5 or 10 devices.
Can I cancel my Norton service at any time? Is there a contract commitment?
Yes, you can cancel at any time and there is no contract commitment.
How do I activate my Norton Small Business product?
- Minutes after placing your order, open the “Thank you for ordering HughesNet Optional Services” email from CustomerCare@mailfromHughes.com
- Click the URL.
- Create or log in to a Norton Account.
- Click “Agree & Download”.
- Follow the browser instructions to open the installer.
- Follow the installer instructions to complete the installation.
Are IP addresses transferable when changing from one service plan to another?
The IP address does not need to be changed when moving from one Gen5 plan to another (upgrade/downgrade). Upgrading from Spaceway to Gen5 with Static IP is currently not available.
My business is moving and I have a Static IP. Can this be transferred to my moved site?
Moves require reassignment of the Static IP. You will need to contact Customer Care at 800-347-3272 to issue a new Static IP to your account.
Can I add a Static IPs after placing their order?
Yes, you can add Static IP at any time by contacting Business Customer Care, 800-347-3272.
Can I remove Static IPs if I find out I do not need one?
Yes, you can add Static IP at any time by contacting Business Customer Care, 800-347-3272.
I need a static and dynamic IP at the same address?
Static IP needs will always supersede dynamic IP needs, but not all situations require a Static IP. Let's review your needs to determine what is best for your account.
How do I know if I need a Static IP?
Each business case in unique, but there are some common situations where a Static IP may be required. These include:
- Legacy/older Point of Sale (POS) machines (Note: new POS devices typically do not need a Static IP)
- VPN access — but we generally do not recommend using a VPN with HughesNet
- Direct file access to home computer
- Legacy/older security cameras
- Remote access farm monitoring like crop sprinkler
What is a Static IP address?
Computers use IP addresses to locate and talk to each other on the Internet. There are temporary and static IP addresses. Most people use temporary IP addresses but some applications require a static IP. A dynamic or temporary IP addresses is assigned on a session basis and once the user disconnects from the Internet their dynamic IP address goes back into the IP address pool so it can be assigned to another user. A Static IP, on the other hand, is assigned by the ISP and remains a constant part of the computers profile. It is a single, public IPv4 address assigned to the customer's site that is reachable without restrictions from the Internet and does not change.
No Hard Data Limits
What is plan data versus ‘Unlimited Data’ that’s included in my service plan?
Plan data is the set amount of Anytime Data and Daytime Data that is delivered at 25 Mbps download speeds. Daytime Data is available from 8am-6pm; Anytime Data can be used 24/7, day or night. If you exceed your plan data, you will stay connected at reduced speeds, typically 1-3 Mbps, until your next billing cycle.
Video Data Saver
Can I watch movies in HD with HughesNet?
Yes! Your service is automatically set to stream videos at DVD Quality (480p). At any time, you can opt-in/opt-out of video feature temporarily or permanently to watch in HD quality. Or you can simply snooze the Video Data Saver for 4 hours. It’s easy to switch to HD - simply use the Mobile App, visit HughesNet Support Center, or use the Usage Meter.
How does the Video Data Saver work?
HughesNet Gen5 automatically adjusts data rates for streaming video to deliver great picture quality while using less of your data. Speeds will adjust to deliver a DVD quality experience while using less data - allowing you to watch 3 times more video. If you want to watch an HD video, you can opt-in/opt- out of this data saver feature temporarily or permanently. You may also simply snooze the video data saver for 4 hours.
The HughesNet Wi-Fi Modem provides dual-band network (2.4GHz and 5GHz). Which one should I use?
HughesNet Wi-Fi Modem (HT2000W) provides two networks, a 2.4 GHz and 5 GHz. You can tell them apart based on the name – the 2.4 GHz network name starts with “hug2g” and the 5 GHz network name starts with “hug5g”. Deciding which network to use should be based on your unique home set-up. The 2.4 GHz can be used for all your wireless devices. It can transmit data over longer distances and through walls and other solid objects. The 2.4 GHz band is more susceptible to interference, so speeds may not be as high. The 5 GHz band is ideal for newer devices such as your laptop, phone, or tablet because it can transmit higher amounts of data. However, it is less able to penetrate solid walls and objects, so if you are far away from your HT2000W device, your signal strength may be lower. Devices streaming a lot of video, such as Roku or Amazon Fire Stick, should connect to the 5 GHz network, provided you can receive a strong wireless signal. If you cannot, use the 2.4 GHz. Find out where your home Wi-Fi signal is strongest by using the Wi-Fi Gauge on the HughesNet Mobile App.
Does HughesNet Gen5 for Business come with built-in Wi-Fi?
Yes! HughesNet Gen5 comes with built-in Wi-Fi so you can connect your wireless devices. The HughesNet Wi-Fi Modem features the latest Wi-Fi standards and technology (dual-band 802.11ac) to deliver fast, secure wireless connectivity, 2.4 GHz and 5 GHz for incredible speeds and excellent coverage. It also has separate guest Wi-Fi for visitors to keep your network more secure. The Wi-Fi Modem is Installed and supported by Hughes.
Ordering and Post Sale Support
Where do I get technical support for my HughesNet for Business service?
If you have other technical issues, please contact Business Technical Support at 1-800-347-3272.
Who do I contact to make changes to my order or to my account?
Visit my.hughesnet.com/myaccount or call Business Customer Care at 1-800-347-3272.
Who do I contact to check the status of my order?
Visit orderstatus.HughesNet.com or call the Hughes Pre-Installation department at 1-866-774-6580.
How can I/where can I purchase HughesNet?
You can request a quote online using this website and a sales representative will call you.
Speed and Data Usage
What is your upload/download allowance policy (Fair Access Policy)?
To ensure fair Internet access for all HughesNet Gen5 subscribers, Hughes maintains a special Fair Access Policy. Similarly to how cell phone providers manage their data plans, Hughes assigns an amount of Data to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. It is important to note that there are no hard data limits. If you use up the data in your service plan, Hughes won’t cut you off or charge you more. You’ll stay connected at reduced speeds until your next billing cycle. If you need more data, you can upgrade your plan at any time, or you can purchase additional bandwidth on an as-needed basis with HughesNet Tokens. Additional data can be purchased for only $3/GB. Learn more about the HughesNet Fair Access Policy: click here.
What plan fits my business?
HughesNet Gen5 makes your online experience faster, easier and more efficient for email, point-of-sale transactions, Web pages, sharing files, and more. All five service plans offer download speeds of 25 Mbps, and our service plans offer a range of Daytime and Anytime data that match your business needs. Discuss your needs with a sales representative so they can provide you a recommendation for service.
How fast is HughesNet for Business?
HughesNet Gen5 plans offer download speeds of 25 Mbps and upload speeds of 3 Mbps.
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.
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 long does installation take?
Approximately 4-6 hours for a typical small business location. Larger commercial locations may require more time.
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.
What if I don't hear from the installer or need to change my appointment?
If you have an Internet connection, go to orderstatus.hughesnet.com to check on your appointment. Otherwise please call the Hughes Pre-Installation department at 1-866-774-6580.
Who is my assigned installer?
If you provided an email address at the time of order, we will send you an email with the contact information for your installer and distributor.
What can I expect at the time of installation?
HughesNet for Business service plans are supported by equipment and a professional installation package designed for small commercial business locations, such as office buildings, strip malls, gas stations, and restaurants. The standard professional installation package includes everything listed below, and is appropriate for most businesses. In certain instances it may be necessary to do more than what is covered in the standard installation plan in order to ensure a proper installation. In these cases, additional installation fees may be incurred and will be discussed with you prior to installation.
- .98 meter satellite antenna designed specifically for small business use.
- 25’ of soft ground cable trenching. Note: Conduit not included.
- Up to 150’ of dual RG-6 cable from antenna to the HughesNet Wi-Fi Modem
- Antenna system grounding up to 35’
- Wi-Fi Modem with connection of 2 devices (ie. PC, laptop, tablet, etc.)
- Outside wall mount or roof mount, or 6’ in-ground pole mount (other options may be required depending on the location, and may incur extra fees worked out between you and the installer)
If I already have DIRECTV or DISH network service at my business or home office, do I need to get a new dish for HughesNet?
Yes, HughesNet for Business 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.
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.
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.
If I exceed my plan data on my HughesNet for Business service, can I still make calls?
Yes. Daytime or Anytime Data you receive through your HughesNet for Business Internet service plan does not impact calls using the HughesNet Voice service (and vice versa).
Will HughesNet Voice service support FAX machines? Alarm systems? Credit Card terminals?
Because of the manner in which telephone calls are transmitted over the network, FAX machines, alarm systems and credit card terminals will not work properly using HughesNet Voice service.
How many phones can be supported on the business telephone line if the ATA is wired into the telephone jack connected to my business telephone wiring?
The ATA does NOT connect to your business telephone wiring. Do NOT connect the ATA to a telephone wall jack at your business. Your analog telephone or the base station of your cordless phone should only be connected to the Phone 1 jack of the ATA. When the base unit of a cordless phone system is connected to the Phone 1 jack of the ATA, you can use all the cordless phones that you purchased as part of your cordless phone system.
Can I use any type of ATA I like?
No, you must use the ATA provided by Hughes
How many phone numbers does the ATA provided by Hughes support.
The ATA will support one phone line (Phone 1) and you must use the ATA provided by Hughes.
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.
Can I choose my own phone number or keep a number I already have?
If you qualify for a local number: Yes, when you register for HughesNet Voice you may either select a new telephone number or transfer an existing business telephone number to your HughesNet Voice account through a process called “porting.” There is no additional charge to you for placing a porting request; however, once a porting request is placed, it cannot be canceled by Hughes. If you change providers and want to carry the same number with you, you will need to submit a new porting request through your new provider.
If you do 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. Note: Businesses that opt to get HughesNet Voice service in these areas have the option to select from available non-local phone numbers, but keep in mind this changes your business phone number if you already have a phone number established. You can select from area codes that best encompass regions where your customers, friends and family reside to minimize the possibility that the callers will incur long distance charges (although today many phone plans include long distance so this shouldn’t affect most callers
How affordable is HughesNet Voice compared to 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.
What plan options are available and how much does the service cost?
HughesNet Voice is available with two plan options, either with or without a two-year term commitment. International calling plans are also available to add on. To see our current HughesNet voice plans click here.
How does HughesNet Voice work?
HughesNet Voice uses advanced Voice-over-IP (VoIP) technology to deliver a feature-rich business phone service over your satellite connection. New HughesNet customers will have their Analog Telephone Adapter (ATA) set up by their installer during the installation appointment which will route your calls through your satellite modem and dish.
What is HughesNet Voice?
HughesNet Voice delivers business phone service over your satellite Internet connection. No matter where your business is, you can enjoy affordable phone service with FREE features such as Call Waiting, Caller ID, Call Forwarding, and more.
I need high-speed Internet service for my small business that I run out of my home. Should I purchase a residential service or HughesNet for Business?
HughesNet for Business offers more benefits—more data (up to 250 GB), more simultaneous users, more maintenance options, more support tailored to business needs, and a larger, more powerful dish. HughesNet Gen5 service also comes with more Anytime Data that can be used in the evenings for families that share space with a home business! Please speak with a sales representative to evaluate your Internet requirements so they can provide you a recommendation for service.
Can I get high-speed Internet in my area?
Yes! Hughes offers service in all states in the contiguous U.S.
How does a satellite Internet connection work?
Step 1: A request for a Web page is sent from your computer to a satellite about 22,000 miles out in space. At this altitude, the satellite's period of rotation (24 hours) matches the Earth's, and the satellite always remains in the same spot over the Earth (geosynchronous orbit). Because Internet via satellite is so technologically advanced, this distance hardly makes a difference, even with rural Internet connections.
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, connecting to the Internet via satellite is simple! Visit our How it Works page for more information.
Why should I get HughesNet for Business?
Your business will be getting HughesNet Gen5—the 5th generation of our satellite Internet. With HughesNet Gen5, Hughes has fundamentally re-imagined what satellite Internet can be, bringing businesses more of everything they want: faster speeds, more data, and built-in Wi-Fi. Whether you have a single office or you need to connect multiple branch locations, HughesNet provides a highly reliable, secure, always-on connection that gives you instant access to the critical business information and applications you need—email, point-of-sale transactions, Web pages, sharing files, and more.
What is HughesNet for Business?
HughesNet® for Business encompasses broadband solutions from Hughes, the leading provider of broadband satellite networks and services worldwide. HughesNet for Business is available to every business, coast to coast in the US, with a clear view of the southern sky—finally, your business can get high-speed connectivity, even if you’re beyond the reach of DSL and cable!
My business requires less than a 24 month service commitment. Are there other term options available?
Yes! HughesNet for Business now offers a “no commitment” purchase option. Please speak to a sales representative for details and pricing.
Can I use HughesNet to run a small network?
Yes, you can connect multiple computers and laptops to a single HughesNet connection.
Can I use HughesNet for Business with VoIP, VPN, Skype and Netflix?
- VoIP: Hughes offers HughesNet Voice, a feature-rich home phone service. HughesNet Voice is optimized to work over your satellite connection and does not impact your Internet plan’s Data Allowance. Other third-party VoIP services are not optimized to work over satellite connections. With third-party VoIP services your call quality may be inferior and your data use will be impacted. HughesNet customers that opt to use a third-party VoIP service are advised to carefully monitor their data usage via the free HughesNet Usage Meter.
- VPNs: VPN use is generally not recommended as you may see overall speed reduced by 50–70% because of data encryption. Therefore, you may not be able to perform the activities you would like to do online for work. However, your normal speeds will return once you disconnect from a VPN if you choose to use it with HughesNet. Note: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients.
- Videoconferencing: you can use Skype and other platforms, but we encourage users to monitor their service plan Data use when videoconferencing. Free tools, such as our Usage Meter and Mobile App will help you with tracking data usage in order to get the most out of your online activities.
- Steaming video: HughesNet will work with most major Internet streaming video providers. Our Video Data Saver feature will automatically adjust to standard definition allowing you to watch up to 3 times more video than before. You can also track the amount of data you use by using the HughesNet Usage Meter. Also, you can purchase additional bandwidth on an as-needed basis with HughesNet Tokens. Additional data can be purchased for only $3/GB.
Can I engage in online trading, quick eBay transactions and online gaming with my HughesNet service?
All satellite Internet services involve a small degree of 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 last minute equity trades, last minute eBay bids and multi-player “twitch” games) are not recommended with HughesNet.
Are there any customers for whom HughesNet for Business would not be appropriate?
While many businesses can use HughesNet, there are some instances where it is not recommended:
- Companies with over 50 sites
- National brands (i.e., most franchise locations)
- Oil rigs
- Private networks
- State/Federal government
Please visit Hughes.com for more information about satellite Internet for these businesses.
Is HughesNet compatible with my Windows and Mac operating systems?
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.