7046 
I have slow or no connectivity, what should I do? 
Last modified on
2/1/2017 2:36 PM 

Introduction:

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


Procedure/Solution:

It is unusual to experience slow or no connectivity. There are factors however, such as weather, which may interrupt the 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 the 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) and are now covered under the Fair Access Policy (formerly referenced as SmartBrowsing). If you exceeded your Service Plan Data, you will remain connected at reduced speeds until the next data cycle. You may also purchase a Data Token that provides additional data to restore your service to full speed. Data Tokens are available in three different sizes to give you the additional data you need. Purchase Data Tokens and monitor your usage form the HughesNet Usage Meter on myHughesNet.com, and also no the HughesNet Mobile App.

    Check usage now by signing in or registering on myHughesnet.com.
  3. Check your hardware:
    Are all the lights illuminated on your modem? The system light should be solid, not flashing. Are all of the cords connected form 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 in. 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 lower signal strength 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 you 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-times games. For heavy downloading, consider scheduling it during the Bonus Zone (2 AM - 8 AM local time) to use your free 50 GB of data each month. 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. Business Internet customers call 866-347-3272.

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 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 you 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.