Frequently Asked Questions
General
- How do I contact customer service?
- What features are included with my DISH Network High-Speed Internet powered by WildBlue service?
- How fast is DISH Network High-Speed Internet powered by WildBlue service?
- My homeowners association will not allow me to mount a satellite dish; what can I do?
- If I have DISH Network High-Speed Internet powered by WildBlue, do I need an additional account with an Internet Service Provider (ISP)?
- Will I still be able to access my AOL account?
- What browsers will work with DISH Network High-Speed Internet powered by WildBlue?
- Can I use DISH Network High-Speed Internet powered by WildBlue with my Wi-Fi router?
- Can I play online games on DISH Network High-Speed Internet powered by WildBlue?
- Can I install DISH Network High-Speed Internet powered by WildBlue myself?
- How do I access the Internet when I am on the road?
- What is the Fair Access Policy?
- What is the Acceptable Use Policy?
- Will my Internet still work if it rains?
Billing and Usage
- I only use my DISH Network High-Speed Internet powered by WildBlue service casually. How could my service have used all that bandwidth?
- If I have exceeded my usage threshold, when will my service be restored to normal?
- Is DISH Network High-Speed Internet powered by WildBlue monitoring my Internet connection?
- How do I monitor my bandwidth usage?
Anti-Virus
- What is F-Secure?
- Where can I download the F-Secure Internet Security Anti-Virus / Anti-Spyware software?
- How much is the F-Secure Internet Security Anti-Virus / Anti-Spyware software?
Answers:
Q: How do I contact customer service?
A: DISH Network High-Speed Internet customer service is available 24x7, every day of the year. Contact us at 1-800-333-DISH (3474) and our friendly customer service representatives will help you with any questions or problems.
Q: What features are included with my DISH Network High-Speed Internet powered by WildBlue service?
A: In addition to always-on high-speed Internet access, your service includes:
- 5 to 10 email accounts
- 24x7 Customer Service
- 18 months Free Anti-Virus / Firewall Software
Q: How fast is DISH Network High-Speed Internet powered by WildBlue service?
A: The service is offered at three different service levels:
| Package |
Max. Download |
Max. Upload |
| Silver |
512 Kbps |
128 Kbps |
| Gold |
1.0 Mbps |
200 Kbps |
| Platinum |
1.5 Mbps |
256 Kbps |
|
Q: How does this service compare to cable modems and DSL?
A: DISH Network High-Speed Internet powered by WildBlue is an always-on broadband connection provides a user experience similar to most DSL services. We offer download speeds of up to 1.5 Mbps - more than 30 times faster than today's dial-up speeds. We offer upload speeds up to 256 Kbps. The high bandwidth opens up a window to a world of rich content that is largely unavailable through dial-up modems.
Q: Is DISH Network High-Speed Internet powered by WildBlue available in Alaska, Hawaii or Puerto Rico?
A: Not at this time. The service will be available only in the 48 contiguous United States due to the reach of our satellite signals. Please keep checking with us for updates on future availability in these areas.
Q: Can I get DISH Network High-Speed Internet powered by WildBlue in my RV or boat?
A: Not at this time. This service was designed for stationary locations like homes and small businesses. We do not offer broadband service for mobile vehicles at this time.
Q: What equipment do I need?
A; Your system includes a small dish antenna slightly larger than a DISH Network DISH 500, and a book-sized modem installed near your computer.
Q: Do I own my equipment?
A: No. The one-time lease fee means the equipment will remain the property of DISH Network, allowing you easy future upgrades to ensure your hardware always stays cutting-edge.
Q: My homeowners association will not allow me to mount a satellite dish; what can I do?
A: The FCC has preempted Homeowners Association rules restricting the installation of satellite dishes. Please see http://www.fcc.gov/mb/facts/otard.html for more details.
Q: If I have DISH Network High-Speed Internet powered by WildBlue, do I need an additional account with an Internet Service Provider (ISP)?
A: No, the DISH Network High-Speed Internet powered by WildBlue service includes high-speed Internet access, email services and web space - all the services you will need to enjoy a full and rich Internet experience.
Q: Will DISH Network High-Speed Internet work with my Mac?
A: Yes. This service is compatible with Macintosh® computers.
Q: What are my computer system requirements?
A: Most computers in use today will meet our minimum system requirements.
PC/ Windows: 300 MHz or faster processing speed, minimum 128 MB Random Access Memory (RAM), and Windows 2000, XP Home or XP Professional operating system. 100 MB of hard drive space and an Ethernet card are required.
Macintosh: 300 MHz or faster processing speed, 128MB Random Access Memory (RAM), and OS 10.2 or higher operating system. 100 MB of hard drive space and an Ethernet card are required
Q: Will I still be able to access my AOL account?
A: Yes, as long as you maintain your separate AOL subscription, you will be able to access all the same AOL features through DISH Network High-Speed Internet powered by WildBlue as you did with your AOL dialup account, but at much higher speeds.
Q: What browsers will work with DISH Network High-Speed Internet powered by WildBlue?
A: All leading Internet browsers should work with DISH Network High-Speed Internet powered by WildBlue.
Q: Can I use wireless home networking with DISH Network High-Speed Internet powered by WildBlue?
A: Yes, DISH Network High-Speed Internet powered by WildBlue is compatible with all leading Wi-Fi routers.
Q: Can I play online games on DISH Network High-Speed Internet powered by WildBlue?
A: Online gaming is not a supported application. Please check back often for updates on the status of support for online gaming.
Q: Can I use VoIP on DISH Network High-Speed Internet powered by WildBlue?
A: Our system does not support VoIP at this time. Please check back often for updates on the status of support for VoIP.
Q: Will I be able to use a virtual private network (VPN)?
A: Our system does not support VPN applications at this time. Please check back often for updates on the status of support for VPNs.
Q: Can I install DISH Network High-Speed Internet powered by WildBlue myself?
A: No, FCC rules require a trained technician to install the DISH Network High-Speed Internet powered by WildBlue system. Please contact us to schedule an installation.
Q: What are my email options?
A: DISH Network High-Speed Internet powered by WildBlue offers an advanced suite of Internet services including the commonly used POP3 (like Outlook or Outlook Express) and web-based email options. Customers will receive between 5 and 10 email addresses, each with over 6 GB of capacity.
Q: How do I access the Internet when I am on the road?
A: If you have access to an Internet connection, you have access your DISH Network High-Speed Internet powered by WildBlue home page and web mail through www.DISHMail.net, all you need is your user ID and password.
Q: What is the Fair Access Policy?
A: Internet Service Providers use a Fair Access Policy (FAP) to ensure that subscribers using excessive bandwidth will not negatively affect the Internet access of other subscribers. To learn more about DISH Network High-Speed Internet powered by WildBlue's FAP, follow this link.
Q: What is the Acceptable Use Policy?
A: Internet Service Providers use an Acceptable Use Policy (AUP) to describe the acceptable and restricted uses of their Internet service. To learn more about DISH Network High-Speed Internet powered by WildBlue's AUP, follow this link.
Q: Will my Internet service work in bad weather?
A: The DISH Network High-Speed Internet powered by WildBlue service was designed to work under all but the most extreme weather conditions.
Q: I only use my DISH Network High-Speed Internet powered by WildBlue service periodically. How could my service have used all that bandwidth?
A: Our monitoring system measures the volume of data that goes through the service, not the content, so we are not aware of how you used bandwidth. However, common causes of high bandwidth usage are:
- Use of a webcam
- Downloading full-length movies
- Downloading large quantities of music files or full software applications.
- Playing online games, or other streaming content (video and audio)
- Peer-to-Peer file-sharing programs which allows others to download music, movies, or other media from your computer, potentially without your knowledge.
- If you have an unsecured wireless network, it is possible that unauthorized computers are joining the network and using the service.
- Trojan viruses, Windows vulnerabilities, or other spyware may also allow unauthorized access to your network or spam outgoing email.
Q: If I have exceeded my usage threshold, when will my service be restored to normal?
A: The modem remains slow until your usage for the last 30 days falls below 70% of the Usage Total for your current service level. If there were heavy usage days scattered throughout the past 30-days, you may have to wait a while before those days fall out of the rolling 30-day calendar.
If you subscribed to the Silver or Gold service plan, upgrading to the next higher service plan level may restore your service to the normal speeds; however, you will need to ensure that you stay within the threshold specified for your new service level. You can view the thresholds in our Fair Access Policy by following this link.
Q: Is DISH Network High-Speed Internet powered by WildBlue monitoring my Internet connection?
A: DISH Network High-Speed Internet powered by WildBlue monitors the status and bandwidth of our customer's Internet connection to ensure that they have a great Internet experience and adhere to the FAP. DISH Network does not monitor the content sent or received by our customers. For more information on our customer privacy policy, please follow this link.
Q: How do I monitor my bandwidth usage?
A: After logging into www.DISHMail.net with your user ID and password and going to the Start Page, click Add Stuff, and select the DISHMail.net Bandwidth Usage gadget. This will add a gadget to your DISHMail.net Start Page that will show you your bandwidth usage information.
Q: What is F-Secure®?
A: F-Secure is the software company that manufacturers, distributes, and supports the F-Secure Internet Security Anti-Virus / Anti-Spyware software.
Q: Where can I download the F-Secure Internet Security virus protection software?
A: From your PC:
- Go to www.DISHMail.net and sign in with your primary email account
- Select the “My Account/F-Secure” link under the DISHMail.net banner at the top.
- Login to the Manage My Account page
- Under the “Protect Your Computer” section at the bottom of the page, click the “Click Here” link.
- If you have not registered for your license key, please fill in the fields for your first and last name, address, and home phone number and select Submit
- The next page should display your F-Secure Internet Security license key and a link to download the software
- Run the Installer. When the program asks, enter in your license key. You can copy the key from the webpage and paste it into the F-Secure application.
Q: How much is F-Secure Internet Security Anti-Virus / Anti-Spyware software?
A: F-Secure Internet Security Anti-Virus / Anti-Spyware is free for the 18 months after installation of the service. If you choose to keep the F-Secure® software current after 18 months, you will be billed a monthly fee. Current estimated price is $2.49/month. However, we reserve the right to revise this price at any time. You may call Customer Service at any time to cancel this subscription.
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