What is Express Repair?

Protection in the event of a problem is imperative. Find out who to call and what is covered under Express Repair. 

Express Repair is a service protection plan designed to ensure that your Hughesnet® service will be restored in an expedited manner in the event a problem occurs. Under the plan, you continue to receive Technical Phone Support 24 hours a day, 7 days a week, but if the problem cannot be fixed over the phone, a certified technician will come directly to your location to quickly restore your service. Express Repair customers also pay a reduced service fee for onsite repair visits. 

There are two levels of Express Repair service that residential customers can choose: 

  • Basic Service 
    Our commitment is to have a technician confirm a scheduled ETA and arrive by the second business day. 
  • Premium Service 
    Our commitment is to have a technician confirm a scheduled ETA and arrive by the next business day. 

To view Express Repair pricing and to purchase, click here. You must sign in or register on myhughesnet.com to purchase online. 

What is covered by Express Repair? 

The plan covers the required steps necessary to restore the Hughesnet service. These steps include, but are not limited to, phone support and onsite support including repointing of the antenna system or replacement of Hughesnet indoor equipment, power supply, or outdoor equipment that (1) were purchased by customer, (2) are commissioned on the Hughesnet account, and (3) were professionally installed at your site. The location must be a stationary location in the lower 48 states or Puerto Rico. The plan covers the following: 

  • Loss of service due to issues with Hughes equipment or Hughes-provided cabling 
  • Loss of service that can be corrected with antenna repointing or alteration using the existing mounting configuration. 
  • Pre-existing service issues on covered Service Plan 
  • The cost of all parts required to restore service. 
  • Loss of service due to power surge while properly connected to a properly wired AC power line with protective ground and telephone/coax lines properly connected. 

What is NOT covered? 

The plan does not cover: 

  • Loss of service resulting from damaged or missing Hughes equipment, Hughes-provided cabling, antenna, or mount 
  • Loss of service that can only be corrected by relocating the antenna. 
  • Change of mounting hardware or type for antenna 
  • Damage to the antenna caused by conditions other than normal use that is beyond Hughes’ normal control, such as: hail, earthquake, flood, ice, fire, falling or flying objects, tropical storms, hurricanes, natural disasters, vandalism, theft, terrorism/war, riot, or act of God. 
  • Correction of faulty installation or repointing of the antenna, if the work was not originally performed by a Hughes-authorized technician. 
  • Exterior or cosmetic items of the product, including, but not limited to, paint, finish, bezel, and cords. 
  • Materials used for cosmetic purposes such as hiding exposed cabling or conduit. 
  • Preventive maintenance 
  • Software upgrades 
  • Repair of a customer’s local area network (technician is responsible for ensuring operability on one computer only) 
  • Any location that is a recreational vehicle: mobile homes, watercraft, aircraft 
  • Systems where the satellite is not mounted to a stable, fixed-position permanent structure. 
  • Components or wiring related to satellite television. 
  • Service outside the lower 48 states or Puerto Rico 
  • Any other electronic products, hardware or software including, without limitation, your computer or equipment related to your computer. 
  • Damage reported after expiration of the Express Repair coverage period. 

To view Express Repair pricing and to purchase, click here. You must sign in or register on myhughesnet.com to purchase online. 

Where can I manage or remove my Express Repair subscription? 

You can find your plan details and all your active Optional Service subscriptions on the “My Services” page on myhughesnet.com. 

1. Sign in or register on myhughesnet.com 

2. Click on ‘Account’, then ‘My Services & Plan’. 

3. Click on the “+” symbol next to your Express Repair subscription to manage it. 

How do I submit an Express Repair ticket? 

Contact Customer Care to explain your concern at 866-347-3272. A representative can initiate the onsite support request. 

My Hughesnet service is still under warranty – why would I want Hughesnet Express Repair? 

Under warranty, you have priority access to 24×7 technical phone support, as well as onsite support as needed. While most problems are resolved with a simple phone call, it may take up to 7–10 days for a certified technician to visit your home or business to restore service, under the warranty. With Express Repair, if a visit is deemed necessary to restore your service, then a technician will be onsite by 5:00pm the next business day with Express Repair – Premium; with Express Repair – Basic, you will be contacted by the technician by 12:00pm the next business day to schedule an appointment. Service may be delivered as soon as that day or at the next earliest convenience of the member. 

How will Express Repair be billed? 

The monthly service fee for Express Repair will be billed to you as your Hughesnet service is billed (on credit/debit card or via invoice, whichever method you have selected). The co-pay will be billed by that same means if a service visit is requested. 

Where can I find Express Repair Terms and Conditions? 

The Express Repair Terms and Conditions can be found on our legal site. 

What should I do if I have slow or no connectivity?

In the event you have slow or no internet connection, here are some details to help get you back up and running. 

It is unusual to experience slow or no connectivity. There are occasions however, such as weather, which may interrupt service.  In the event you have slow or no internet service, here are some potential causes. 

1. Check the weather and line of sight: 

Weather disturbances and other objects, such as trees, can interrupt the satellite’s line of sight and therefore provide a temporary disruption in service. If service does not resume after weather clears up, call Customer Care at 866-347-3292.  

2. Check your usage: 

Have you checked your usage lately? It is possible that you have exceeded your monthly Service Plan Data (Data Allowance). If you exceed your Plan Data, you will remain connected, but may experience slower speeds during high-traffic periods until the next billing cycle. You may also purchase Tokens to restore your service to full speed.  

For heavy downloading, consider scheduling it during the Bonus Zone (2am – 8am local time). Learn more about the Bonus Zone. Always monitor your data usage via myhughesnet.com or the Hughesnet Mobile App. 

Check usage now by signing in or registering on myhughesnet.com.  

3. Check your hardware: 

Are all the LED lights illuminated on your modem? The system light should be solid, not flashing. Are all of the cords connected from the modem to your computer or wireless router? If so, try powering down the modem and restarting. Unplug the power cord from the wall (not from the modem), wait 10 seconds, then plug it back. Also be sure to keep your modem in an upright position away from walls to allow it to get proper air flow. 

If you are using a Wi-Fi device, such as a laptop, smartphone or tablet, ensure that your device is enabled to receive Wi-Fi in the Settings and that it is detecting your internet signal. You may need to restart the device and re-enter your Wi-Fi password. 

Consider your Wi-Fi router’s age. If your router is older than 3 years, you may want to consider purchasing a new one. Older routers have a lower signal strength than newer routers. 

4. Sharing the internet: 

When multiple devices are connected to a single internet source, it may result in slower service. This may include laptops, smartphones, tablets and other Wi-Fi devices. 

In addition, make sure your internet signal is secure by establishing a wireless password (also called a network key) to increase security and keep your internet only available to those devices you want to share it with. Refer to your wireless router for instructions on creating or changing your wireless password. 

5. VPN: 

Are you trying to work on a VPN?  

VPN usage will reduce the speed of your internet service by up to 70%. Once the VPN is disconnected, the speeds should be back to normal.  

If none of the solutions above help restore your connectivity, contact a Customer Care representative at 866-347-3292.  

What is Caller ID Blocking?

Caller ID Blocking blocks your number from being displayed through Caller ID. It’s included with Hughesnet® Voice service. Caller ID Blocking helps protects your privacy by not displaying your phone number to the people you call. 

Note: You can’t block your number from appearing when calling certain numbers, such as 800 numbers and 911. 

How do I block Caller ID for a specific call?

Hughesnet® Voice customers can block their number from being displayed for a specific call. Follow the below steps: 

1. Enter *67 

2. Enter the number you wish to call (including area code). 
 
Note: You can’t block your number from appearing when calling certain numbers, such as 800 numbers and 911. 


 

How is my data used?

What uses Data?

When managing data use it is important to know which types of applications use large amounts of data and which do not. For example, activities like streaming videos will use up your data more rapidly than checking your email. 

Social media can use a large amount of data if your ‘feed’ loads a lot of photos and videos.  One way to reduce the amount of data used is to adjust your account settings with the social network provider to disable the auto-play function for videos. 

Sites employing embedded video will generally consume the most data. In order to limit this consumption, you should try to disable any “auto-play” capability.  Audio files use a moderate amount and pictures use the smallest amount of data. Websites with text only will not have a heavy impact on your data use. 

Uploading photos and videos from your computer to your social media feeds can also use a lot of data. Streaming music is another big user of data.

Make sure you turn off devices like Roku, Chromecast, and Fire Stick when you are not using them to stream. This includes ensuring you turn off your TV and all connected devices are off when they are not in use.

To learn more about how to make the most of your Hughesnet® service, click here.

How can I save data while streaming video?

Video content is very prevalent on the web today, and there are ways to save some data without missing this content. Limiting your resolution and bandwidth can reduce the amount of data you use while streaming video. Hughesnet service plans include Video Optimizer, which automatically adjusts your streaming up to High Definition for better streaming experience. Learn more about Video Optimizer by clicking here.

How can I save data while using Wi-Fi on my mobile device?

When your phone is connected to Hughesnet wireless (Wi-Fi) you are using your plan data. New features on iPhone and Android allow you to restrict the data your apps consume when they are not actively being used. This can reduce your data usage and make your network connection feel faster.  Learn more here.

What uses a lot of data?

Streaming videos, movies, and TV shows, software downloads, especially on multiple devices, and video game downloads are going to be the largest data consumers. Completing these downloads and updates during Bonus Zone hours can be helpful in saving your data. Video games that require split-second decisions, such as first-person shooter games, are not recommended for Hughesnet due to latency in the signal. Strategy games, online board games, and role-playing games where immediate response is not as important work well. 

Watch for Uploads, Backups, TVs that stay connected even when not in use and Security Cameras

Uploading videos, photos and other files uses data too. If you are uploading videos, schedule them to take place during the Bonus Zone hours. If you use internet-connected security cameras, it is important to monitor them regularly to see how they are using your data. Security cameras that monitor your home and continuously upload the footage can use large amounts of data. The best solution to this is to keep monitoring to a minimum and set your cameras to only record when you are not at home or only when motion is detected. Learn more about Security Camera here.  In general, Hughesnet is not recommended for internet-based home security systems due to the high amount of data those systems consume.

What is Service Plan Data?

Hughesnet® service plans are delivered via our network of high-capacity satellites, including EchoStar XVII and EchoStar XIX, which use innovative Jupiter™ high-throughput technology to optimize speed and performance.

When does my Service Plan Data replenish?

The data cycle is typically based on the day you activated your service. For a new customer, that may mean that your data cycle and billing cycle are the same. For customers who have upgraded, you likely have a billing cycle and a data cycle that do not coincide. Your data will be replenished on the date your new data cycle begins.

For example, your billing date and data cycle may occur simultaneously on the 5th of each month, if you originally activated your service on May 5th.

What counts towards my Service Plan Data?

Anything you do online, including but not limited to:

  • Streaming video (Netflix, You Tube, etc)
  • Downloading photos, videos, MP3 files, or documents
  • Uploading files (photos, YouTube videos, etc)
  • Browsing (Facebook, etc)
  • Software updates (antivirus protection, Microsoft/Windows updates, Apple iOS updates, etc)
  • Online gaming (including Facebook games)
  • Voice over IP (Ooma, Vonage, etc)

How can I monitor my data usage?

There are two ways to view and monitor your usage.

1. MyHughesnet.com – Sign in or register on myhughesnet.com and click on ‘Usage’ under ‘My Account’.

2. Hughesnet Mobile App – Download now. Android | iOS