Frequently Asked Questions
What is HughesNet Internet Continuity?
HughesNet Internet Continuity is an affordable connectivity backup service that seamlessly delivers broadband Internet when your primary Internet service fails.
What equipment is used for the Internet Continuity service?
The equipment includes an antenna with radio, a Wi-Fi Modem and an Automatic Failover Router that automatically facilitates the failover and failback functionality.
Can I convert my existing HughesNet for Business plan to the HughesNet Internet Continuity plan?
No, this option is not available at this time.
What is your upload/download allowance policy (Fair Access Policy)?
To ensure fair Internet access for all HughesNet 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. If you exceed your monthly plan data, speeds will be reduced to 100 Kbps. If you need more data, restore your service to full speed immediately with the purchase of Data Tokens. Data Tokens can be purchased for only $3/GB. Learn more about the HughesNet Fair Access Policy: click here.
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 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 a 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 Wi-Fi signal is strongest by using the Wi-Fi Gauge on the HughesNet Mobile App.
Does HughesNet Internet Continuity come with built-in Wi-Fi?
Yes! HughesNet Internet Continuity 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.
Speeds and Data
How fast is the HughesNet Internet Continuity service?
The HughesNet Internet Continuity plan offers download speeds of 25 Mbps and upload speeds of 3 Mbps.
Do HughesNet Internet Continuity plans include data?
Yes. The service includes 2 GB of data every month. Additional data (Data Tokens) may be purchased for $3 per GB.
What happens if my 2 GB of data run out and I don’t buy a Data Token?
Your service will continue to operate but will slow down to 100 Kbps.
How much backup data do I have available to me?
2 GB of data per month is included in your plan. If you need more data, you can purchase Data Tokens in increments of: 3 GB, 5 GB, 10 GB and 25 GB at a cost of $3 per GB.
Will I notice performance issues with Internet Continuity?
Many of our customers do not experience any performance issues. However, unlike DSL & cable, satellite has higher latency (the time it takes your data to travel to and from the Internet via satellite) so there may be a delay.
Who installs HughesNet Internet Continuity?
Your system will be installed by a HughesNet certified professional installer.
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.
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 long does installation take?
Approximately 4-6 hours for a typical small business location. Larger commercial locations may require more time.
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 it Works
How fast does the failover take?
Most failovers take less than 3 minutes. However, this time could be less depending on how your primary Internet connection fails.
How do I know if I’m in backup or not?
You can sign in to myHughesNet.com or check the free HughesNet Mobile App available on the Google Play Store for Android and on the Apple App Store for iPhone. Once signed in, click on My Account to monitor your data usage.
Will the system automatically notify me when I’m running low on data?
No, not at this time. You can monitor your data usage using the free HughesNet Mobile App or by signing in to myHughesNet.com and clicking on My Account.
How does HughesNet Internet Continuity work?
Step 1: Leave the work to us! A certified installer will set up the equipment for you. An Automatic Failover Router will be installed to serve as a detection and connection device. First, the Automatic Failover Router will be hooked up to your PC or router. Then the Automatic Failover Router is connected to both your DSL/cable connection and the satellite backup connection.
Step 2: In the event your primary connection goes down, the Automatic Failover Router will detect the failure and automatically route traffic to the satellite backup. Most failovers take less than 3 minutes. However, this time could be less depending on how your primary Internet connection fails.
Step 3: Once your primary connection is re-established, the Automatic Failover Router detects the restart and automatically routes traffic back to your primary landline connection. The automation and speed at which this process takes place ensures that your business stays connected, no matter what goes down, without the need for human
intervention, so you can focus on what really matters. Visit our How it Works page for more information.
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 real-time equities trading) are not recommended with HughesNet.
Can I load balance my business traffic between my primary landline connection (DSL/cable) and the satellite backup?
No. Load balancing is not possible. All your business traffic goes over your primary landline connection during normal operation, and only goes over the satellite service in the event your primary landline connection fails.
Why is HughesNet Internet Continuity service better than a 4G backup solution?
Unlike 4G coverage which can be spotty and sometimes non-existent, with HughesNet businesses only need a clear view of the southern sky. Additionally, HughesNet Internet Continuity offers additional data at an affordable cost.
How do I know if I’m running low on data?
You can monitor your data usage (and purchase additional Data Tokens) using the free HughesNet Mobile App available on the Google Play Store for Android and on the Apple App Store for iPhone. You can also sign in to myHughesNet.com and click on My Account.
Can I move my system from one location to another?
Yes. If you are planning a move, call Business Customer Care at 800-347-3292. Hughes will arrange to have your system moved by a certified professional for a one-time charge. Call for details.
Will my VoIP service work over the satellite backup connection?
HughesNet Internet Continuity keeps your business online when your primary Internet service is down. With voice, now you can ensure all of your business’s lines of communication stay open when your primary phone service goes down as well. Adding HughesNet Voice to your Continuity service can help your business stay connected when you need it most, even if your Internet connection is not in backup mode.
Can I purchase a maintenance plan with my HughesNet Internet Continuity service?
Yes, a variety of maintenance plans are available. Ask a sales associate for details.
What does the professional installer do to ensure my backup is working?
At the time of installation, your installer will connect your existing LAN/PC to the Automatic Failover Router and then connect the two WAN ports on the router – one to your primary router or modem, and the second to the Hughes Wi-Fi Modem. Lastly, they will unplug your primary modem to verify your HughesNet Internet Continuity service is operational.
Does my Automatic Failover Router come with a warranty?
Yes. If you require a replacement router during the warranty period, a new router will be sent to you with installation instructions. If you have purchased a maintenance plan, a technician will come out to your business and fix it for you.
Does this service work with static IP?
No. Static IP is not accessible with this service.
Can I upgrade from HughesNet Internet Continuity to HughesNet for Business as a primary service?
Yes. You can change your HughesNet service by calling Business Customer Care at 800-347-3292.
Is HughesNet Internet Continuity compatible with my Windows and Mac operating systems?
HughesNet Internet Continuity lets you connect your computer to the Internet whether you are running a Windows or Macintosh operating system. HughesNet Internet Continuity supports all version of Windows and Mac OS that are still supported by their respective manufacturers.
Can I use the service for VoIP, Skype, or Netflix when I am in backup?
Yes, you can use Skype and Netflix with the service, but be sure to continue to monitor your monthly Service Plan Data with the Usage Meter. It’s important to remember that your business is approximately 22,000 miles away from the satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques.
Can I run a VPN over HughesNet Internet Continuity?
We do not recommend using a VPN with your HughesNet service. Your business is approximately 22,000 miles away from the satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. When you use a VPN connection that encrypts data, it interferes with your modem’s ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50–70%. 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.