NEW email Problem!

" We all have written service agreements with you to provide service that includes email."

Can you please provide the part of the service agreement that says the service includes email?

Im sure I can.  It is at my main office, and I'll be there next week.  At the time I signed up for Hughesnet, the agreement included up to 5 email address.  They may have changed that since the date I signed up (twenty years ago), but the basic premise of an agreement is that one party cannot just arbitrarily fail to do what's agreed to without the other party being in agreement with the change.  

They cannot take away part of the agreed upon service any more than you can take away part of the agreed upon payment.  Simple as that.  

Thank you for chiming in on this issue.  I greatly appreciate all of you who have contributed in a positive manner.  

Robert

Thank you very much, Robert. If you could post a picture of the pertinent part of the agreement (without revealing any personal info, of course), that'd be awesome.   What year did you sign up with HughesNet? I think you said something somewhere but I can't find it right now, and I don't remember if you mentioned the year.  Did you ever upgrade, like going from Gen 4 to Gen 5? That would start a new agreement and the new agreement would be the binding one.

I started with Hughesnet about 20 years ago, when I went out into the country.  At that time, five emails were part of the service.  I upgraded once, about 15 or more years ago.  I never thought the newer upgrade was worth pursuing.  I will dig it out, but be patient.  I am at a satellite office (no pun intended) and I'll be back home in a week or so.

The internet service per se has been remarkably reliable - albeit a bit slow at times - but in the last few years the email has degraded tremendously.  

maratsade 

I'm curious about that too. Though it would often say 'five free email accounts' or something similar in an advertisement, including on their own website, I've never seen anything in the subscriber agreements guaranteeing anything about email service. Granted, I started my service with DirecWay in 2004, then didn't upgrade to Gen4 until 2016 and then Gen5 shortly after it became available, but I always read the subscriber agreements before I signed up/upgraded, though I admit the one for Gen5 I only skimmed, as it was a rehash of the Gen4 agreement, more or less.

GabeU , I'm curious too. I don't believe the agreements state that email accounts are included, though it may be mentioned in the non-binding website and adverts. The agreements I've seen do have a section (3.2) where email accounts are mentioned only to show examples of how the company can do whatever they want with their product. 😲

But Robert may have something different, and I'd really like to see that agreement. The thing is, though, when we upgrade to a different service (like from Gen 4 to Gen 5), we enter into a new agreement which supersedes the old one, and none of the agreements currently posted on the legal node state anything about the service including email. 

Section 13.2 is also quite interesting. 

I was with DirecWay, which turned into HughesNet (and this improved the service tremendously). I've been very happy with it and have had some issues every so often, though I've found the company to be responsive, a lot more responsive than others (looking at you, Verizon). I don't use the email, except for notifications, and so I haven't had problems with it. Once it stopped forwarding the notifications, but the issue got resolved.  

No rush at all -- if you can share the old contract, that'd be super, but it's not a demand or anything. 😊 When you upgraded, the old contract was likely superseded by the new one. 

I like Gen5, it's better than Gen 4, and I plan to upgrade to the new system (Gen 6?) when it's ready.