HughesNet FAQ

1. What is HughesNet?
2. How fast are HughesNet services for your home?
3. What connection speeds will I typically get with HughesNet?
4. How can I/where can I purchase HughesNet?
5. What are my computer system requirements for HughesNet?
6. Is HughesNet compatible with my Mac?
7. Can I use HughesNet to run a small network?
8. Can the HughesNet-certified installer set up my home network?
9. What if my computer did not come with a Network Interface Card (NIC)? What can I do?
10. Can I use a PCMCIA card adapter for my laptop?
11. Do I still need a dial-up modem and telephone line?
12. If I already have DIRECTV service, do I need to get a new dish for HughesNet?
13. I have DIRECTV already. Will this be on the same bill? Any special deals?
14. Why is there a requirement that the HughesNet system be professionally installed?
15. How quickly will I be up and running?
16. What is transmission latency?
17. Can I run a VPN over HughesNet?
18. Why does the service slow down when used in conjunction with a VPN?
19. Can I put this system on a boat or in an RV?
20. I'm a home user of the HughesNet service. How can I contact Customer Support when I have a question or problem?

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.

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HughesNet offers more choices to meet your broadband needs. The Home plans offers download speeds up to 700 Kbps, while our fastest plan offers download speeds up to 3.0 Mbps.

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With the HughesNet Home service plan, you can connect to the Internet with maximum download speeds up to 1.0 Mbps, with typical speeds about 500 Kbps to 600 Kbps during peak times. Upload speeds, which are capable of reaching 128 Kbps, are typically 70 Kbps to 80 Kbps during peak hours.

With the HughesNet Pro plan, connect to the Internet with maximum download speeds of up to 1.2 Mbps, with typical speeds about 650 Kbps to 720 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 120 Kbps during peak hours.

With the HughesNet ProPlus plan, connect to the Internet with maximum download speeds of up to 1.6 Mbps, with typical speeds about 900 Kbps to 960 Kbps during peak times. Upload speeds, which are capable of reaching 250 Kbps, are typically 130 Kbps to 150 Kbps during peak hours.

With the HughesNet Elite plan, connect to the Internet with maximum download speeds of up to 2.0 Mbps, with typical speeds about 1.0 Mbps to 1.2 Mbps during peak times. Upload speeds, which are capable of reaching 300 Kbps, are typically 165 Kbps to 180 Kbps during peak hours.

With the HughesNet ElitePlus plan, connect to the Internet with maximum download speeds of up to 3.0 Mbps, with typical speeds about 1.6 Mbps to 1.8 Mbps during peak times. Upload speeds, which are capable of reaching 300 Kbps, are typically 165 Kbps to 180 Kbps during peak hours.

If you choose to run a VPN over your satellite service, your data speeds may be reduced by as much as 50-75%. In addition, we do not recommend using HughesNet to run time-sensitive applications that require fractions-of-a-second user inputs (such as twitch gameplay or real-time equities trading).

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You can order online from this site or you can speak with a HughesNet sales representative.

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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 98SE or higher (including VISTA) or Mac OS 10.1 or higher, and
• Network capability (10/100 Ethernet pre-equipped)

Yes, HughesNet is compatible with Mac OS 10.1 or higher. 10/100 Ethernet connectivity is also required.

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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.

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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 HUGHES technical support. Multiple simultaneous users may degrade service. Uninterrupted service and stated speeds not guaranteed.

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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.

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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.

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

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Yes. The HughesNet system requires a unique dish in order to send and receive information via satellite. You can add the ability to access DIRECTV programming to the HughesNet dish by purchasing a simple DIRECTV upgrade kit. It is your decision whether to keep your existing DIRECTV dish on your home, or to utilize the one-dish solution from HughesNet. To order or learn more about the one-dish solution, please speak with a HughesNet sales representative.

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No, you will not be able to receive both services on the same bill. Hughes Network Systems, which delivers HughesNet services, is 50% owned by The DIRECTV Group, but operated as an independent company. At this time, there are no discounts for selecting both services.

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

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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.

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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.

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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 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.

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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.

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HughesNet Home and Professional service is available for non-mobile (fixed) locations. 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

If you are a "Powered By" or VAR end user, please contact your billing provider.

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.

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