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COVID-19 and Your HughesNet Service [Updated - 4/6/2020]

Moderator
Moderator

COVID-19 and Your HughesNet Service [Updated - 4/6/2020]

[4/6/2020]

 

COVID-19 Reminders: With an increasing number of people staying at home to work and study due to COVID-19, HughesNet network traffic in the U.S. has increased dramatically. As a result, in many areas of the country, our network is operating at full capacity. To maintain performance for our customers during this time of extremely high demand, we’ve adjusted our network to help meet the demand – and we continue to optimize the network around the clock.


To help people working from home, we have prioritized Cloud-based business applications. We have also prioritized online educational apps, and are working with teachers to identify the websites and learning tools on which they depend. If you have trouble accessing an online educational site, email a description of the issues you are experiencing to us at EduHelp@Hughes.Net.


To protect the health of the representatives at our customer care call centers, we are following approved Covid-19 guidelines. These actions have resulted in longer than usual wait times. For immediate answers to frequently asked questions, visit my.hughesnet.com, community.hughesnet.com, or the HughesNet app. If you do call, email, or send a chat to Customer Care, we will answer you as soon as we can. Thank you for your patience during this extraordinary time.

 

[3/18/2020]

 

To help improve your experience, with so many working and studying at home, we’ve increased the speed you receive if you exceed the amount of data in your monthly service plan.  In addition, we’ve optimized network traffic to prioritize educational and business collaboration software, especially during daytime hours. These changes went into effect today to help improve network performance during this time of high demand. Please be assured that we are continually working to adjust the network to accommodate this extraordinary situation facing our nation and help keep you connected.

 

 

 

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[3/17/2020]

 

If you and/or your family members are at home due to the coronavirus (COVID-19) pandemic, you probably are using more of your data than you have in the past. To help you better manage your data usage, here are some recommendations: 

 

  • To track your data usage, download the HughesNet Mobile App on your mobile device or visit  myHughesNet.com  
  • Manage the devices that you have connected to Wi-Fi: 
  • Disconnect non-essential devices from Wi-Fi (such as TVs, e-readers, tablets, etc.) 
  • Turn off automatic updates on your devices and delay them until the Bonus Zone, from 2 a.m. to 8 a.m. 
  • Reconfigure security cameras to use less data
  • Download movies, TV shows, audio books and other large files during Bonus Zone hours, from 2 a.m. to 8 a.m. 
  • Use audio-only mode with conferencing apps like Zoom, Skype, WebEx, Teams and Google Hangout to limit data use 

To help improve service for all of our customers during this unusual time, we are increasing the amount of available capacity across the network and providing more data for users who have exceeded their data plan. Additionally, we will not terminate service or impose penalties or fees on those who cannot pay due to the impact of the coronavirus.

 

Thanks,

Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.