Frequently Asked Questions

Q: What can I expect at the time of installation?

A: I’ve placed my order – what happens next?

• A professional installer will call you within 3 business days of your order.

What if I don’t hear from them? If you have Internet access, visit our order inquiry site. This site provides the contact information for your assigned installer and distributor. If you do not have Internet access, call toll-free: 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.

Can I install it myself? No. The FCC mandates that all installations are completed by a certified professional installer.

What if I need to change my appointment? Contact your installer directly to reschedule.

• Plan for your installation.

• Think about where you want the modem installed in your house (generally next to your computer)
• Verify that your computer is compatible. Minimum requirements are:
• 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)

Where is the satellite dish installed?
On the roof or wall of your house. In the case of a non-standard installation (see circumstances requiring non-standard installation below), a pole mount may be used.

Do I need to be at home during the installation?
Yes.

How long does it take?
Approximately 4 hours.

What’s a “Clear view of the southern sky”?
The satellite dish mounted at your home must be able to “see” the satellite that’s positioned in the southern sky without trees, buildings or barriers in the way. This ‘clear view’ is needed so that you can send and receive information.

What happens if the installer can’t find a clear view of the satellite from my residence (no line of sight)? The installer may be able to mount the satellite dish on a pole on your property (additional cost), or may use a different modem and dish that communicates with an alternative satellite. Most new customers will have a Ka dish installed. The Ka dishes point to a specific satellite. However, approximately 3% of HughesNet customers will not be able to access this satellite as a result of trees or other obstacles that block the signal from the satellite to the home. In these cases, Hughes can offer slightly slower Internet access via another satellite with download speeds up to 700 Kbps, 1.0 Mbps, and 1.5 Mbps; and upload speeds up to 128 Kbps, 200 Kbps and 200 Kbps for Home, Pro and ProPlus service plans, respectively. If this is acceptable to you, a Ku dish will be installed. The decision to use the Ku satellite, if necessary, will be made by the installer when they are at your home. They will inform you if this is the case.

Why does my modem look different from my neighbor’s modem?The modem may look different depending on which satellite it communicates with. All modems come with a minimum 24-month limited service warranty.

What is included with a standard installation?

• A Satellite modem with power supply – installed near your computer
• A Satellite dish (antenna), radio, and mounting brackets – installed on the roof or side of your house one story in height
• Two 100-ft. coaxial cables – these connect the satellite dish outside to the satellite modem inside

What circumstances would make a non-standard installation necessary?
Any custom work beyond a standard installation will incur additional charges that will need to be paid directly to the installer at time of installation. Speak with your installer about pricing for these items. Costs may vary by region and amount of work required. The most common reason for incurring a non-standard installation charge is when a pole mount is needed. A pole mount is needed in the following instances:

• No clear view of the Southern sky (line of sight issue): this means that trees or other obstructions make it necessary for the installer to use a free-standing pole for the dish, rather than attaching the dish directly to your roof. There is an additional charge for the installation of a pole mount, usually around $125. Installers will not trim trees.
• Tile or other non-penetrable Roofing: If the shingles on your roof are made of tile or slate, or if you have a metal roof, your dish cannot be installed there. Instead, it will need to be installed on a pole nearby

Other situations that may cause a non-standard installation include:

• Chimney mount: Mounting a dish onto your chimney is not considered to be part of a standard installation.
• High structure: Mounting the dish to a surface that exceeds one story in height (not accessible with a 25 foot ladder) is not considered to be part of a standard installation.

• Get Installed

On the agreed-upon date and time, the installer will arrive with all of the equipment needed to get your HughesNet service connected. He will complete your installation and make sure you are up and running before he leaves your home.