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 you 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 acts 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.

What is the vesting period?

Both Express Repair plans include a 30-day vesting period for existing HughesNet subscribers. Onsite service within the first 30 days of enrolling in a plan results in a higher co-pay than after the vesting period.

During the vesting period: $99 co-pay

If an onsite visit is required within the 30-day vesting period and you choose to start a new 24-month service commitment, the co-pay fee will be $99.

During the vesting period: $199 co-pay

If an onsite visit is required within the 30-day vesting period and you choose not to start a new 24-month service commitment, the co-pay fee will be $199.

After the vesting period: $29.95 co-pay

If you require onsite service after the 30-day vesting period, the onsite service co-pay will be $29.95.

 

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 My Services

3. Click on 'Manage'

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 access to 24x7 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.