What should I do if I experience 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 Priority Data. If you exceeded your Priority Data, your Standard Data automatically kicks in and 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 Priority Data.  

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.  

If I lose service and Hughesnet® Customer Care determines a site visit is required to fix the problem, how long before the service technician comes to repair it? 

Onsite calls are scheduled according to the time that Hughes receives the call that a problem has arisen. 

If you have Express Repair Premium, which provides next-business day coverage, and your call is received prior to 1 pm, the appointment will be scheduled for the next business day. If the call is received after 1 pm, the appointment will be scheduled for the second business day. 

If you have Express Repair Basic, which provides 2-business day coverage, and your call is received prior to 1 pm, you will be contacted to schedule your visit by 12 pm the next business day. If the call is received after 1 pm, you will be contacted to schedule your visit by 12 pm the second business day after your call. 

Can I Buy More Priority Data if I Run Out?

If you use all your Priority Data, unlimited Standard Data kicks in automatically. Standard Data speeds may be slower during high-traffic periods. If you want more Priority Data, you can purchase a Priority Data Token that will restore your Priority Data right away.

You can purchase Priority Data Tokens from:

  • myhughesnet.com

Sign in or register on myhughesnet.com. Once logged-in, click on ‘Usage’ and ‘Priority Data Token Purchase’ in the second menu.

  • myHughesnet (Mobile) App

Download the myHughesnet (Mobile) App from your app store and enjoy easy account management at your fingertips. Purchase Priority Data Tokens from both the ‘Overview’ and ‘Usage’ screens.

  • From the ‘Overview’ screen, click on the ‘Buy Tokens’ button.
  • If you are on the ‘Usage’ screen, click ‘Data Token Purchase’ button.

Want to learn more about Priority Data Tokens? Click here.

What are Priority Data Tokens and how do I check my Priority Data Token balance?

What are Priority Data Tokens?

Priority Data Tokens are available in different sizes to give you the additional data you need. Priority Data Tokens do not expire and will remain available until they have been used.

Need more Priority Data?

Running low? Used it all up? Welcome to Priority Data Tokens.

If you exceed your monthly service plan data, you will continue browsing using your unlimited Standard Data.

How do Priority Data Tokens work?

Purchase Priority Data Tokens from your myhughesnet.com account or on the myHughesnet (Mobile) App.

How Many Priority Data Tokens Do I Have Available?

Check your service plan data and Priority Data Token balance at any time on the “Usage“ page of your myhughesnet.com account. Alternatively, click here to go to the “Usage“ page.

What is Wi-Fi 6?

The latest iteration of Wi-Fi technology, Wi-Fi 6/6E, promises faster speeds, better performance, and increased efficiency compared to its predecessor.

Lightning-Fast Speeds 

  • Wi-Fi 6 is designed to deliver fast internet speeds, making your online activities smoother and more enjoyable. Streaming HD movies, playing online games, or video conferencing means very little lag and buffering , giving you a smoother connection than before!

Improved Capacity 

  • Ever noticed your Wi-Fi slowing down when multiple devices are connected? Wi-Fi 6 fixes this issue by increasing its data capacity and handles multiple IoT devices with ease! You can connect many devices at once without worrying about a drop in performance.

Better Range

  • Wi-Fi 6 provides an extended range, ensuring a strong and stable connection even in larger homes or office spaces. You’ll no longer have to worry about dead spots or weak signals, as Wi-Fi 6 covers your entire space with reliable internet coverage.

Reduced Interference 

  • Wi-Fi 6 incorporates advanced technologies to minimize interference from other nearby Wi-Fi networks and devices. This means you will see fewer signal disruptions and see more consistent connection without interruptions.

Better Battery Life 

  • Wi-Fi 6 devices are more power-efficient, extending the battery life of your smartphones, laptops, and other connected devices. You can spend more time being productive or entertained without constantly searching for power outlets.

Better Security

  • Wi-Fi 6 devices offer stronger encryption and security by protecting data being transmitted over the network from unauthorized access. Wi-Fi 6 also protects against common security vulnerabilities by implementing stronger authentication.

Compatibility

Many devices are already compatible with Wi-Fi 6. However, there are some older electronic devices that may require an update to be compatible with Wi-Fi 6.

Depending on the Wi-Fi driver version used, Intel® Wireless Adapters may not show Wi-Fi 6 networks in their scan lists, and as a result, might not be able to connect to Wi-Fi 6 capable wireless routers and access points.

Intel recommends using the latest driver version (Download the latest Wi-Fi driver) for your Intel® Wireless Adapter since issues get resolved and new functionality gets added to newer driver versions.

Find out more information on how to update your device here.

Where can I find my Wi-Fi password?

If you have a Hughesnet® Wi-Fi modem, you’ll find your wireless (Wi-Fi) password printed on the sticker on the back of the device.  

How do I disconnect the Multipath Device and the power supply from the Hughesnet Wi-Fi Modem?

Note:    The Multipath device does not have a power (off-on) switch.

  1. Unplug the power adapter of the Multipath Device and the Hughesnet® Wi-Fi Modem from the surge protector or wall outlet first (highlighted below) to avoid static electricity discharges that could shock you and/or damage the device.

Figure 1: Unplug from wall

2. Disconnect the remaining cables as shown in Figure 2 below.

Figure 2: Disconnecting cables from the old device

Note:   To unplug the power adapter from the back of the device, grip the locking mechanism (Figure 3) and pull. The locking mechanism will disengage, and you will be able to remove the power adapter.

Figure 3: Locking mechanism

Your Multipath device is now disconnected from your Hughesnet Wi-Fi Modem.

Wi-Fi Management

Wi-Fi Management allows you to see information related to your Wi-Fi and devices connected to it from the myHughesnet (Mobile) app or my.hughesnet.com. You will be able to edit your router settings, reset your router remotely, see connected devices, and view wireless status. You will also be able to see device usage in the last 24 hours. To access this from my.hughesnet.com, navigate to Support and select “Wi-Fi Management” from the dropdown menu.

On the Mobile App, you can access this by navigating to the Usage tab and selecting Wi-Fi Management.

Network Details Tab

The mapping under Network Details will showcase the network connection from the Internet to the modem.

By clicking on your modem, you will be able to modify modem Information, view, and manage your connected devices.

Devices listed below are the devices connected to your modem.

  • Under Speed Connection, click the arrow to navigate to the connection speed page and select Start to then begin the speed test from the device to modem. The results will be displayed in the middle of the diagram.

Network Settings & Access

Under Network Settings & Access, you will be able to perform the following actions:

  • Wi-Fi settings
    • You will be able to rename your Wi-Fi name and edit your Wi-Fi password.
    • Band Steering automatically connects your devices to the best available Wi-Fi radio. If this is turned off, you will be presented with both 2.4G and 5G Wi-Fi radios options to modify.
    • You may also disable the Wi-fi radios within Wireless Settings.
  • Guest Wi-Fi settings
    • You will be able to rename your Guest Wi-Fi name and edit your Guest Wi-Fi password.
    • Band Steering automatically connects your devices to the best available Wi-Fi radio. If this is turned off, you will be presented with both 2.4G and 5G Wi-Fi radios options to modify.
    • You may also disable the Wi-fi radios within Wireless Settings.
  • Change Admin Password
    • You will be able to change your Admin Password to your modem.
  • Reboot Equipment
    • This allows you to reboot your modem. You will need you admin password to complete this action. The reboot process should take up to 2 minutes.

What are Priority Data Tokens?

Priority Data Tokens are available in different sizes to give you the additional data you need. Priority Data Tokens do not expire and will remain available until they have been used.

What is Video Optimizer?

The Video Optimizer helps you get the most out of your service when streaming video content.

How it works:

Hughesnet® automatically adjusts data rates for streaming video to deliver great picture quality while using less of your data. Streaming is optimized with video streams up to HD quality. For best performance, leave any video streaming applications at their default automatic resolution setting. Most video services are supported. Not all video sources are identifiable.

Can I watch movies in HD with Hughesnet?

Yes! Your service is automatically set to stream videos up to HD quality.  You can choose to temporarily disable the feature for up to 4 hours using the Snooze button. It’s easy to manage your video optimizer settings using the myHughesnet (Mobile) App or on myhughesnet.com.

Where can I manage my video settings?

Manage Video Optimizer on the myHughesnet (Mobile) App

Manage Video Optimizer on myhughesnet.com

Streaming providers may use progressive or adaptive video streaming. The format in which they deliver video can affect your streaming experience. Click here learn more about Adaptive and Progressive video Streaming.

How to ensure your Multipath (WL3000) and Hughesnet modem are connected correctly? 

Ensuring your Multipath (WL3000) and Modem are properly connected, helps you to enjoy more responsive internet experience. Please follow the steps below to ensure the connections are accurate: 

  1. Check Connections:  
  • Ensure that an Ethernet cable (at least Cat5e or better) is firmly plugged into the Modem’s “LAN” port and the “SAT Ethernet” Port of the Multipath (WL3000) device. 
  • If the cable is properly connected,  
    • The light on the “SAT Ethernet” port of the Multipath (WL3000) will be ON. refer image a below. 
    • Also, all the lights on the front of the Multipath (WL3000) will be ON. refer image b below. 
  • This indicates the connections are accurate and you are all set. 

If all the lights on the Multipath (WL3000) are still not ON, please follow the steps below: 

  • Power Cycle Multipath (WL3000):  
    • Turn OFF the Multipath (WL3000) by unplugging it from the power source. Wait for a few seconds, and plug it back in. 
    • Wait for 1 minute and check if the lights on the Multipath (WL3000) are ON as shown in the image above. 
  • Power Cycle your Hughesnet® Modem:  
    • If the lights are still not ON, turn OFF the Modem by unplugging it from the power source. Wait for a few seconds, then plug it back in. 
    • Wait for 2 minutes and check if the lights on the Multipath (WL3000) are ON as shown in the image above. 

Even after following all the above steps, if the lights on the Multipath (WL3000) are still not ON, it’s time to call Customer Support at 866-347-3292 for further assistance. 

Note: Always ensure safety when checking and handling equipment. If you’re unsure about any step, it’s best to call Customer Support right away.