Frequently Asked Questions

This page answers the most asked questions from our customers. If your question or concern is not addressed here, please contact us for more information.

.: General | Stationary Systems | Portable Systems :.

GENERAL FAQs:

1. Will these systems work anywhere?
a. At this time, our systems only work on the North American continent. You'll need a clear view of the southern sky from where the dish is to be mounted. For other areas of the world, you will need to find satellite internet providers in your country or nearby.

2. How do I order a system?
a. Just call us toll free at (866) 243-4357 or (303) 482-2547 or email us and we'll take care of you whether you're ordering a stationary system or a Turnkey portable system or if you need some parts or accessories or a custom solution. If you just have questions or need parts that we are or are not advertising, feel free to call. Asking is free!

3. How long does it take to get a system when it is ordered?
a. Normally, you will receive your system in 5-8 business days from the time of your order. Your order will normally ship within 48 hours (weekends and holidays excepted) from the time you place your order. When you order your system, we will completely assemble it, commission it in your name, test all parts, and then disassemble and pack it for shipping. Once shipped, you will be provided with tracking numbers for the shipment.

4. What if I want it faster?
a. Express shipping is available for an additional charge. Ask us about it when you call to order.

5. Do I need electricity at the dish?
a. No. The dish only needs two coax cables to connect it to the modem. We supply that cable. You will need 115VAC (Normal household power) for the modems. The Starband modem comes with a 115VAC power supply but the modem itself only requires 24VDC, so you could make a custom DC power supply to run the Starband system.

6. How does the modem connect to the computer?
a. The modem connects to the computer with an Ethernet cable. The modems can be connected directly to a router, wired or wireless so you can share your system with the rest of the family.

7. Can I connect a wireless access point or router to the modem?
a. Yes! Today's modems are self-hosted and network easily.

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STATIONARY SYSTEM FAQs:

1. How much does installation cost?
a. Standard home installation is $250. More complex or labor intensive installations can be more. Travel charges may also apply. Or you can save the installation fee and do it yourself!

2. What does standard installation include?
a. Standard installation includes mounting the dish on a house or building where lag bolts can be used to attach it, running up to 75' of dual coax cable, penetrating one wall with the coax, and mounting one wall plate on the interior wall. All installations include commissioning the system and introducing you to the Provider's home page where you can set up your email accounts and adjust your anti-spam settings, as well as review your billing etc.

3. What items are not included in a standard installation?
a. Non-standard installation charges will apply for mounting the dish on a pole, masonry wall, or other difficult surfaces. Non-penetrating roof mounts are available for flat-top roofs. Cabling for lengths over 75' will be charged by the foot. Fishing walls, floors, and installation of additional wall plates are additional charges. Call us about your particular installation needs and we can give you a very good idea of what charges would apply.

4. How can I do it myself?
a. Easy for StarBand! We'll show you how to complete the course to become a certified installer and we'll provide you with phone and/or email support throughout your installation. Hughes is a bit more difficult, but we can work with you.

5. If we want you to do our installation for us, how far from Castle Rock, Colorado will you travel to do an installation?
a. We will travel up to a 50 mile round trip (by road) from Castle Rock. We will travel farther for additional charges.

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PORTABLE SYSTEM FAQs:

1. Where does the hands-on training take place?
a. Usually, we will provide your hands on training here, in Castle Rock, Colorado. If that is not convenient to your itinerary, we can set you up for installation and training by another trusted installer/dealer in a part of the country that fits your itinerary.

2. Where would we stay during the installation and training in Colorado?
a. You can park your RV in our yard. We'll provide you with 50A electric and soft, filtered, water during your stay. Sorry, no blackwater dump. Two nights are included in the installation, along with a terrific view of the Rockies. Additional nights can be arranged at additional charge if our schedule permits. If you are staying in an RV park in the Castle Rock, Colorado area, we can certainly consider coming to your location for your training. There are also several hotels within about a 10 minute drive from our facility.

3. What kind of shopping and amenities are available in Castle Rock?
a. There is a great factory outlet mall nearby, as well as a Wal-Mart, Home Depot, Safeway, King Soopers, Petsmart, Office Depot, and many shops and great restaurants - both chains and mom-n-pop. Castle Rock has a micro-brewery and several fine golf courses in or near Castle Rock. We are near the Pike National Forest where there are many hiking and ATV trails. The Platte River exits the Rockies not far from Castle Rock, so there is some fly fishing and lake fishing nearby in Chatfield reservoir. Chatfield is a state park and has a campground with a dump and full-hookup RV campsites. Reserve early as the weekends are booked months in advance by the locals.

4. Will the new Hughesnet 9000 system work for portable use?

a. No! The 9000 is a KA band system and is spot-beamed, much like local TV stations are spot-beamed by DirecTV and Dish network. Moving a 9000 system a very short distance will render it useless until it is re-commissioned by a Hughes certified installer.

5. Can I still get a Hughes 7000s system to use as a portable system?

a. Yes, but you must be very specific with the dealer that you purchase it from. If you're buying a stationary system that you want to take with you as a portable when you travel, make sure that the dealer is going to provide you with a 7000s system and not a 9000. The dealer/installer may have to tell Hughes that there is a line-of-sight problem from your property to the Spaceway 3 satellite at 95 degrees W longitude. At this writing, May of 2008, the Spaceway 3 satellite is the only one where the KA band service is available for the 9000 modem.

6. Can I buy a used system and use it for portable use?

a. Yes you can. Be sure to talk to a dealer before buying a used system to make sure that it can be commissioned. There are two major pieces to that puzzle: Before buying a used system, make certain that it is a system that is still allowed to be commissioned as a used system by Hughes or Starband. Dealers and forums on the subject can tell you what currently is viable. At this writing, May of 2008, Starband will only commission used Nova modems. Hughes will commission used 7000 modems and later. The second thing you need to know when buying a used system is whether or not that modem is clear of subscription obligations by previous owners. To verify that, get the serial number for the modem and call customer service for Starband or Hughes and ask them if the modem is clear for recommissioning.

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