Satellite Internet FAQs
01) Q: What is Satellite Internet?
A: Satellite Internet is the high-speed Internet solution that’s available to everyone in the contiguous US with a clear view of the southern sky. Satellite Internet uses satellite technology, not your phone line, to give you a super-fast, always-on Internet connection. Satellite Internet 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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03) Q: What connection speeds will I typically get with Satellite Internet?
A: With theHome service plan, you can connect to the Internet with maximum download speeds up to 1.0 Mbps, with typical speeds about 550 Kbps to 650 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 Pro plan, connect to the Internet with maximum download speeds of up to 1.2 Mbps, with typical speeds about 700 Kbps to 800 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 ProPlus plan, connect to the Internet with maximum download speeds of up to 1.6 Mbps, with typical speeds about 800 Kbps to 1.0 Mbps during peak times. Upload speeds, which are capable of reaching 250 Kbps, are typically 130 Kbps to 150 Kbps during peak hours.
With the 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 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.
With the ElitePremium plan, connect to the Internet with maximum download speeds of up to 5.0 Mbps, with typical speeds about 2.7 Mbps to 3.0 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 Satellite Internet 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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04) Q: How can I/where can I purchase Satellite Internet?
A: You can order online from this site or you can speak with a Copper.net sales representative. Go to our Sign-Up page to order Satellite Internet now.
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05) Q: What are my computer system requirements for Satellite Internet?
A: Satellite Internet 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, Satellite Internet has developed these minimum requirements:
- Windows 2000 PE or higher (including Windows XP and VISTA) or Mac OS 10.1 or higher, and
- Network capability (10/100 Ethernet pre-equipped)
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06) Q: Is Satellite Internet compatible with my Mac?
A: Yes, Satellite Internet is compatible with Mac OS 10.1 or higher. 10/100 Ethernet connectivity is also required.
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07) Q: Can I use Satellite Internet to run a small network?
A: Yes, you can connect multiple home computers and laptops to a single Satellite Internet connection. Home networking equipment may be required and is not included with your Satellite Internet 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 Satellite Internet Fair Access Policy.
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08) Q: Can the Satellite Internet-certified installer set up my home network?
A: 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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09) Q: If I order Satellite Internet today, will you bill my credit/debit card today?
A: No, you will not be billed until the day you are installed and your Satellite Internet service is activated. On that day, your first bill will likely include: Satellite Internet equipment (satellite modem and dish), standard installation by a professional installer*, monthly service fee (customers are forward or advanced billed for service), optional services (if selected at time of purchase), and any applicable taxes.
Initial orders must be made via a valid credit/debit card. After the initial order, you may elect to receive a monthly invoice for an additional fee of $5.
*Additional fees for non-standard installations will be charged and paid directly to the professional installer at time of installation.
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10) Q: Can I use a PCMCIA card adapter for my laptop?
A: Yes. All you need to connect your computer to the Satellite Internet® modem is either a 10/100 Ethernet Network Interface Card or a PCMCIA adapter with an Ethernet connector. The Satellite Internet system includes an Ethernet cable to connect your computer to the Satellite Internet modem.
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11) Q: Do I still need a dial-up modem and telephone line?
A: No. There is no phone line or dial-up data modem required to use your Satellite Internet service.
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12) Q: If I already have DIRECTV or DISH network service, do I need to get a new dish for Satellite Internet?
A: Yes, the Satellite Internet system requires a unique dish in order to send and receive information via satellite. You cannot use your DIRECTV or DISH network dish for Satellite Internet high-speed Internet service.
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13) Q: I have DIRECTV / DISH network service already. Will this be on the same bill? Any special deals?
A: No, you will not be able to receive both services on the same bill. HUGHES, which delivers HughesNet® Satellite Internet services, is not affiliated with The DIRECTV Group or DISH. At this time, there are no discounts for selecting both services.
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14) Q: Why is there a requirement that the Satellite Internet system be professionally installed?
A: The Federal Communications Commission (FCC) requires that trained professionals install any satellite system that both sends and receives signals.
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15) 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 Satellite Internet® installer, who will contact you within 3 days. You and the installer will then work out a mutually agreeable date and time for your installation. If less than 2 weeks is too soon for you, just place your order when you're ready for Satellite Internet high-speed Internet service!
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16) 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-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 Satellite Internet.
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17) Q: Can I run a VPN over Satellite Internet?
A: Satellite Internet Home Service plan is not compatible with VPNs.
You may use a VPN with Satellite Internet, but you will likely experience reduced speeds as much as 50–75%. You can restore your connection to full speed by simply disabling your VPN client when your session is over.
Note: Satellite Internet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients.
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18) Q: Why does the service slow down when used in conjunction with a VPN?
A: Satellite Internet 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 Satellite Internet network. The encrypted data cannot be processed by Satellite Internet's acceleration techniques, therefore resulting in slower performance.
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19) Q: Can I put this system on a boat or in an RV?
A: Satellite Internet 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:
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20) Q: I’m a home user of Satellite Internet service. How can I contact Customer Support when I have a question or problem?
A: 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 HughesNet Customer Care 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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21) Q. Do you have a money-back guarantee?
Yes, HUGHES offers a 30-Day Satisfaction Guarantee. We want you to be happy with your Satellite Internet® service. If you are not completely satisfied, just cancel your service within 30 days of activation, and return your Satellite Internet modem and radio (transmitter) to receive a refund of $200. Installation charges and other fees are not refundable. The Satellite Internet modem and radio must be returned to Hughes, in good condition, within 60 days of your service activation 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.
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