HughesNet Internet Continuity Frequently Asked Questions

Q: What is HughesNet Internet Continuity?

A: HughesNet Internet Continuity is an affordable connectivity backup service that seamlessly delivers broadband Internet when your primary Internet service fails.

 

Q: How fast is the HughesNet Internet Continuity service?

A: The HughesNet Internet Continuity plan offers download speeds of 25 Mbps and upload speeds of 3 Mbps.

 

Q: Do HughesNet Internet Continuity plans include data?

A: Yes. The service includes 2 GB of data every month.  Additional data (Data Tokens) may be purchased for $3 per GB.

 

Q: What happens if my 2 GB of data run out and I don’t buy a Data Token?

A:  Your service will continue to operate but will slow down to 100 Kbps.

 

Q: Who installs HughesNet Internet Continuity?

A: Your system will be installed by a HughesNet certified professional installer.

 

Q: How fast does the failover take?

A: Most failovers take less than 3 minutes.  However, this time could be less depending on how your primary Internet connection fails.

 

Q: Can I load balance my business traffic between my primary landline connection (DSL/cable) and the satellite backup?

A: No. Load balancing is not possible. All your business traffic goes over your primary landline connection during normal operation, and only goes over the satellite service in the event your primary landline connection fails. 

 

Q: What equipment is used for the Internet Continuity service?

A: The equipment includes an antenna with radio, a Wi-Fi Modem and an Automatic Failover Router that automatically facilitates the failover and failback functionality.

 

Q: Can I convert my existing HughesNet for Business plan to the HughesNet Internet Continuity plan?

A: No, this option is not available at this time.

 

Q: How much backup data do I have available to me?

A: 2 GB of data per month is included in your plan. If you need more data, you can purchase Data Tokens in increments of: 3 GB, 5 GB, 10 GB and 25 GB at a cost of $3 per GB.

 

Q: Will the system automatically notify me when I’m in backup?

A: No, not at this time. 

 

Q: How do I know if I’m in backup or not?

A: You can sign in to myHughesNet.com or check the free HughesNet Mobile App available on the Google Play Store for Android and on the Apple App Store for iPhone.  Once signed in, click on My Account to monitor your data usage.

 

Q: Will the system automatically notify me when I’m running low on data?

A; No, not at this time. You can monitor your data usage using the free HughesNet Mobile App or by signing in to myHughesNet.com and clicking on My Account.

 

Q: Will I notice performance issues with Internet Continuity?

A: Many of our customers do not experience any performance issues.  However, unlike DSL & cable, satellite has higher latency (the time it takes your data to travel to and from the Internet via satellite) so there may be a delay.

 

Q: Why is HughesNet Internet Continuity service better than a 4G backup solution?

A: Unlike 4G coverage which can be spotty and sometimes non-existent with HughesNet businesses only need a clear view of the southern sky.  Additionally, HughesNet Internet Continuity offers additional data at an affordable cost.   

 

Q: How do I know if I’m running low on data?

A: You can monitor your data usage (and purchase additional Data Tokens) using the free HughesNet Mobile App available on the Google Play Store for Android and on the Apple App Store for iPhone.  You can also sign in to myHughesNet.com and click on My Account.

 

Q: What is the balance limit for Data Token purchases?

A: If the total account balance is over $500 for individual and over $1000 for a parent account, then the customer will no longer be able to purchase tokens.

 

Q: Can I move my system from one location to another?

A: Yes. If you are planning a move, call Business Customer Care at 800-347-3292.  Hughes will arrange to have your system moved by a certified professional for a one-time charge.  Call for details.

 

Q: Will HughesNet Internet Continuity support Hughes Voice?

A: Yes. You can add Hughes Voice (VoIP provided by Hughes) to the HughesNet Internet Continuity service. There are typically two scenarios:

  • Scenario 1 (Emergency phone line)

    • A user can use the phone line as a backup to make outbound calls when the primary connection fails, assuming power is still available. Hughes Voice will work even if all the plan data is used.     

  • Scenario 2: (Second business line)

    • A user can use the phone line to make both outbound and inbound calls as a secondary published business line, assuming power is still available. Hughes Voice will work even if all the plan data is used.   

 

Q: Will HughesNet Internet Continuity support 3rd party voice providers like Vonage, Ooma, RingCentral?

A: HughesNet for Business and Internet Continuity do not support 3rd party voice providers except in a best efforts basis, and Hughes makes no guarantees that 3rd party voice service will work well or at all.

 

Q: Can I purchase a maintenance plan with my HughesNet Internet Continuity service?

A: Yes, a variety of maintenance plans are available.  Ask a sales associate for details.

 

Q: What does the professional installer do to ensure my backup is working?

A: At the time of installation, your installer will connect your existing LAN/PC to the Automatic Failover Router and then connect the two WAN ports on the router – one to your primary router or modem, and the second to the Hughes Wi-Fi Modem. Lastly, they will unplug your primary modem to verify your HughesNet Internet Continuity service is operational.

 

Q: Does my Automatic Failover Router come with a warranty?

A: Yes.  If you require a replacement router during the warranty period, a new router will be sent to you with installation instructions.  If you have purchased a maintenance plan, a technician will come out to your business and fix it for you. 

 

Q: Does this service work with static IP?

A: No.  Static IP is not available with this service.  

 

Q: Can I upgrade from HughesNet Internet Continuity to HughesNet for Business as a primary service?

A: Yes.  You can change your HughesNet service by calling Business Customer Care at 800-347-3292.