We have done our best to answer these questions as best as we can from our experience with HughesNet!  We cannot guarantee that these answers are totally accurate or politically correct, and in accordance with HughesNet policies and procedures at the time you are reading this information.

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Q: Do I need a telephone line?

A: No.. everything is sent and received over satellite... BUT... if you expect to obtain service repairs / parts replacements etc. under warranty you MUST be able to contact HughesNet support from in front of your computer and satellite modem.  If you cannot, HughesNet will not be able to troubleshoot the problem with you and therefore WILL NOT issue a service order, which is REQUIRED for warranty coverage.

Q: Is it better than dialup?

A: Yes!  Almost everyone is really excited when they go from dial-up to satellite, but... going the other way... like from DSL or Cable Internet to satellite is much less exciting, however since satellite was intended for areas where DSL and Cable Internet are not available... I guess you take what you can get... and for that... satellite is probably the best if not the only other solution available if you are looking for "better than dial-up" service.

Q: Is it better than DSL or Cable Internet

A: No... however, depending on the plan you choose, satellite may offer you faster download speeds than some DSL and Cable Internet services.

Q:  What is a "FAP" (Fair Access Policy)?

A:  A is in place with most satellite based Internet access providers to ensure that customers are not "hogging bandwidth" or uploading or downloading over and over!  Since HughesNet and other satellite Internet providers offer "shared" internet access with up to 399 other customers who share the same "pipeline" to the satellite at any given moment, a FAP helps to ensure that one person doesn't hog all of the bandwidth, so that hopefully everyone has "reasonable" upload / download speeds.  Typically... HughesNet allows up to 500mb of downloading in one 24 hour period, and if you go over that amount, they reserve the right to slow you down to "dialup" speeds until your "bucket" is refreshed, which could take 12 - 24 hours to get back up to speed. The bigger monthly service plans usually have higher FAP limits.

Q:  Can I use HughesNet for VOIP (Telephone over Internet) services such as Vontage, Skype, Net2Phone and others ?

A:  Sure... you can try... but HughesNet was not designed for and does not properly support any VOIP services.  This is primarily because it is a shared service with limited bandwidth, and high "latency" which causes most VOIP services to have long delays and even drop calls after just a minute or two.  Even if you pay HughesNet $200 a month for service, have a commercial .98m dish and a 2 watt radio, chances are that you are NOT going to be happy with any VOIP service over HughesNet... HOWEVER... on the other hand... if you want something that you can use to call family and friends once in awhile, we recommend you go with or upgrade to a 2 watt transmitter, and then use a service such as SKYPE, which is a PC based VOIP type of service that allows you to call out from your computer.  We also recommend one of the higher monthly service plans in order to get "OK" capabilities.  Again... chances are, you aren't going to like it, but it may be OK for your needs!  If someone asked us what it would take to have as close to telephone service as you can get, we would have to recommend a $3500 - $5000 satellite system and monthly service at around $400 a month... and that's minimal too!

Q:  Can I use HughesNet for VPN and Remote Desktop (GoToMyPC) type applications?

A:  Maybe... but thanks to the latency issues and so on, it is very slow... almost "dial-up" speeds, and according to HughesNet... the system will only work with approx. 75 - 80% of the VPN connections, so you may want to see if anyone else in your company or accessing the same VPN is having any luck over satellite first!  HughesNet does not offer support for VPN services, but we know some work and some don't!

Q: What is the difference between the residential .74m 1 watt system and the .98m 2 watt commercial system ?

A:  Like almost anything...bigger is better!  While the .74m 1 watt system offers great service in most areas under normal conditions, it will slow down and may even disconnect during heavy cloud cover, rain and snowfall.  The .98m 2 watt dish typically receives about 15 points higher signal strength, and therefore will typically stay connected under those conditions... plus the 2 watt radio offers higher speed capabilities, less latency, and greater reliability than the 1 watt.  Not only that, but HughesNet will not offer you any speed packages higher than 256k upload speeds UNLESS you have a .98m dish and 2 watt radio, or AT LEAST a 2 watt radio.

Q: Can I have a 2 watt transmitter (radio) installed on a .74m dish ?

A:  Yes... although HughesNet doesn't support the idea, in our experience it works fine and adds much more capability and reliability to your system over the standard 1 watt radio.

Q: Can I move and / or install the system myself ?

A: Yes and No!  According to HughesNet and the FCC you must have a certified installer install your system, HOWEVER... we have not heard or seen any official ruling from the FCC that states that the systems MUST be installed by a certified installer... HOWEVER... if you expect any service under warranty... you will need to have the system installed by a certified installer.  The HN7000S Ku band system has everything you need built into the modem to setup your system and the HN7000S system can be moved around and used anywhere that you have a line-of-site to the satellite.  The HN9000 Ka band systems cannot be self installed and cannot be moved around as they use Spot-Beam Technology that only works within a certain distance from the original installation location and requires specific meters (DAPT & Squinters) and installer access to install.  There are thousands of RV'ers and others running around with "portable" HughesNet HN7000S Ku band systems, setting them up wherever they go and seemingly without too much trouble... but again, don't expect HughesNet to help or support you if you call them because you can't find the satellite, etc.  And... just so you know... if you read up on all of the forums, you will find many, many people who are unhappy with their HughesNet service, and this is commonly because their system was not installed or peaked properly.  This isn't like a TV dish that you can just slap up and be online, and I would guess that the average setup time is approx. 45 - 60 minutes... even when you are good at it, in order to get reliable service... and if it moves a centimeter... you will be offline!   We will sell and ship you a system, and you can install it on your own, HOWEVER we cannot offer you any of the promotional pricing or warrantees that you would get if we or a certified installer installed it for you.

Q:  I bought a used DirecWay / HughesNet system off of eBay... how do I get it going?

A:  We provide an account setup service for the HN7000S systems, and if you fill out our online form at: http://www.montanasatellite.com/hughesnet/service_request.htm , we will setup a HughesNet account for you and provide you with a Site Account Number (SAN) and Personal ID Number (PIN), and related satellite information, which is pretty much all you need to get online once your system is setup and pointing correctly.   WARNING: The modem may be worthless to you if the person who used it last did not pay off his bill or fulfill his contractual obligations, etc, as HughesNet will not allow you to activate it until it has cleared in the system.  IF everything goes well, you can be online within 12 - 24 hours of applying for your account!

Q:  Where does the dish have to point to receive service?

A:  HughesNet has several satellites to choose from on their HN7000S Ku band platform, depending on your line-of-site or lack of it... so... if you have trees to the south, we can probably do a satellite change to get you on one in the south, south east, or maybe the south, south west.   The satellite you are assigned to depending on what satellite HughesNet has selected as the "current default" for your area and your modem and type of service.  They will change the "default satellite" from time to time so that they can try to keep from overcrowding the satellites.  If you are assigned to a satellite that you cannot see from your installation location, we have a service where we can have the satellite changed for you to another satellite that you CAN connect to from your location.  Simply fill out our online form at: http://www.montanasatellite.com/hughesnet/hughesnet_satellite_change_request_form.htm  and we will process a satellite change request on your behalf.   You must be pointing to have successfully passed cross-pole tests on the satellite you wish to go to before we can make the change for you.   IF YOU HAVE AN HN9000 Ka Band system, there is only one satellite available.

Q: How can I check the status of the HughesNet HN7000s or HN9000 modem, find my account number, serial number, satellite information, etc.?

A: http://192.168.0.1
 

Q: How do I commission the HN7000s modem, re-point the dish, etc. ?

A:  http://192.168.0.1/fs/registration/setup.html

Q: How do I check the data rates, force-range the system, etc. ?

A: http://192.168.0.1/fs/advanced/advanced.html

Q: Where do I register my HN7000s system and setup E-mail accounts and so on ?  (Your HughesNet HN9000 systems should have been registered by the installer at the time of installation!)

A: http://myhughesnet.com

Q: What is the difference between the DW7000 or HN7000S Ku band system to the new HN9000 Ka band system?

A:  The new Ka band HN9000 system uses less satellite space and allows HughesNet to put more users on one satellite without the overcrowding issues experienced with the Ku band HN7000S system.

A:  The new Ka band HN9000 system uses spot beam technology that offers a bit better signal reliability in rainy weather than the same size Ku band HN7000S systems do.

A:  The new Ka band HN9000 system uses one dish size for all service plans and offers speeds of up to 5mb down x 300k up vs. the 2mb down x 500mb up offered by the Ku band HN7000S system.

A:  The new Ka band HN9000 system cannot be "moved around" from location to location like the Ku band HN7000S systems can.

A:  Although promoted to better support VOIP and VPN than the Ku band system, most customers have had better luck with Skype and other VOIP services over the Ku service than with the Ka service.

A:  The Ku band system has software, signal meter and everything built into the modem to help with self-installation, while the HN9000 requires special equipment and certification to install.

A:  The Ku band systems can be used in parts of Canada, Mexico, Haiti, etc. and other areas where the Ka service is not available.

Q:  Is there a 12 volt power supply for the DirecWay / HughesNet modems?

A:  At one time DirecWay offered a 12 volt power supply however we have been unable to locate one in several years since that time.

Q:  Do I need to have a signal meter or satellite finder to install a DirecWay / HughesNet system?

A:  Although it makes for a quicker installation, everything you need to install, point, peak and commission your DirecWay / HughesNet DW7000, or HN7000s modem is built into the modem including a coordinate calculator and signal meter.

A:  You will need a HughesNet DAPT kit with Squinters and a HughesNet Installer ID in order to install the HughesNet HN9000 Ka band system.

Q:  What size of tri-mast mount or pole mount / ground mount does my DirecWay / HughesNet system dish require?

A:  Both the .74m and the .98m dishes for both the Ku and Ka systems require a 2 3/8" Outside Diameter.  We typically use a tri-mast mount or a 7' 6" long piece of 2" Schedule 40 Steel pipe placed 2' 6" in the ground.

A:  .98m dishes should not be installed on a tri-mast mount and should only be installed with a pole mount

Q:  Can I suspend my service while I'm away on vacation or at my summer or winter home?

A:  If you are under a 2 year contract, you can suspend your service for up to 3 months, however that term is added on to the end of your contract term.

A:  If you are not under a contract, you can start and stop your service on a monthly basis however a disconnect / reconnect fee may apply.

Q:  Can I change the IP address on my DirecWay or HughesNet modem?

A:  No, there are no parameters in the DirecWay or HughesNet Ka or Ku modems that can be configured by installer support or the end user.

A:  You can request a plan that offers static IP addresses if you need one for remote access to your home network for security monitoring, etc.

Q:  How can I open ports on the DirecWay or HughesNet modem?

A:  HughesNet does not block any ports and there are no configurable options in the modems.

Q:  Does DirecWay / HughesNet work with VOP (telephone over Internet)? How do I get VOIP such as Skype, Vonage, Net2Phone, etc. work over HughesNet?

A:  HughesNet does not support VOIP since it is a "shared bandwidth" solution with a 400:1 contention ratio, however you may be able to use Skype at times to make or receive a call.

A:  Vonage, Net2Phone and other VOIP services require more bandwidth and less latency in order to function properly, so these services are not functional or reliable over the HughesNet system.

A:  If you are going to try to use VOIP telephone over internet with HughesNet, we recommend Skype and we recommend having a 2 watt transmitter and ProPlus service plan at a minimum.

A:  The distance between the satellite dish, the satellite, and the ground causes significant delays in communication.  For that reason, even if you get VOIP to work, there will be significant delays in communication.

A:  We would never recommend a HughesNet system for VOIP or VPN use... other systems and services are available that properly support VOIP, VPN and multiple concurrent users.  Contact us for info!

Q:  Can I get out of the HughesNet 2 year contract?

A:  HughesNet systems come with a 30 day trial.  If you wish to cancel service, you must do it prior to the end of your 30 day trial or YOU WILL BE CHARGED a significant termination fee by HughesNet.

A:  HughesNet relies on your 2 years of service to help cover the actual cost of the equipment and installation.  If you cancel prior to the end of your 2 year commitment you WILL BE liable for an early termination fee.

A:  We have yet to see a successful lawsuit against HughesNet to get out of a contract or cancellation fees.  You agree to the service contract at the time of sale or installation and that pretty much covers everything!

Q:  Does HughesNet offer any type of guaranteed speeds or service?

A:  HughesNet does not guarantee speeds or service and it states in the contract for service that no guarantees are expressed or implied.

A:  Advertised speeds are not "average" speeds, they are "maximum" speeds, however you should see 60% of those speeds most of the time if everything is operating correctly, but again, no guarantees!

Q:  How do I restore a DirecWay DW6000, DirecWay DW7000 or HughesNet HN7000S modem to factory settings?   (How to RF a DirecWay or HughesNet modem!)

A:  Open a Command or DOS prompt on your computer, and type "TELNET 192.168.0.1 1953" and hit "ENTER."  then type "RF" and hit "ENTER."  The modem should restart to factory settings.

      (NOTE:  if you get an error when you enter the Telnet command, you may need to install the Windows Telnet application from the Add/Remove Programs section under Windows Programs)

Q:  How do I Force-Range a DirecWay DW6000, DW7000, or HughesNet HN7000s modem?

A:  Open a browser and enter http://192.168.0.1/fs/advanced/advanced.html .  Find the Installation link on the left and select "Force Ranging" and click "OK"   Force Ranging is complete when you get a TX8 code.

Q:  How do I update my DirecWay DW6000, DW7000, or HughesNet HN7000s modem configuration file?  (DirecWay HughesNet Satellite Parameters file)

A:  Download the file from our web site at www.montanasatellite.com/downloads  .  Open the archive by double-clicking on the file and save it somewhere on your computer.

     Open a browser and enter http://192.168.0.1/fs/registration/setup.html and click the "Config File Upload" link.

     Browse to the file on your computer and continue.  You will get a confirmation message that the upload is complete.

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