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 exceeded your Service Plan Data, you will remain connected at reduced speeds until the next billing cycle. You many also purchase a high-speed Data Token to restore your service to full speed. 

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. Online Activities:

Are you trying to work on a VPN, play a real-time game or download a lot of movies or computer updates? Satellite Internet is not optimized for VPN and real-time games. 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 the HughesNet Usage Meter, myHughesNet.com, and the HughesNet Mobile App.

 

If none of the solutions above help restore your connectivity, contact a Customer Care representative at 866-347-3292. HughesNet for Business customers call 800-347-3272.

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.