Here is a transcript of my online chat with Earthlink.
Little background: I have been a Earthlink customer for 8 years, I started with dial-up, moved to Earthlink Broadband through my local cable company 4 years ago.
This August I noticed a 1.95 access fee on my cable bill, so I called my local cable company to inquire and was told that it was a charge Earthlink was passing through on my cable bill. So I called Earthlink and after a 49 minute phone call Earthlink was able to confirm that yes they were charging the extra 1.95, but couldn't tell me why. I asked this to be removed, and was told they would and refund all past charges (Now I know that 1.95 per month does not sound like much, but time that by the thousands of customers, you get my point).
September bill comes still being charged. Called again and another 37 minutes later I am no further alone then a month ago. This time a went to my local cable companies office and inquired what could be done. Nothing other than switching services, which I choose to do.
Guess what in October I get yet another bill from Earthlink, and this time I used the online chat to handle the issue.
Chat start time Oct 27, 2007 9:05:17 AM EST
Chat end time Oct 27, 2007 9:43:06 AM EST
Duration (actual chatting time) 00:37:49
Operator Delphina T
info: Welcome to Earthlink LiveChat. Your chat session will begin shortly.
Not at home and you want to read your email? With EarthLink Web Mail you can check your email from any computer with an internet connection!
info: 'Sylvain Q' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
email@example.com: I disconnected service last month, and I am still getting billed. Why?
Sylvain Q: I am sorry to hear that. I will try my best to assist you.
Sylvain Q: What was the name of your first pet?
Sylvain Q: Thank you for the account verification information. I was able to verify your account.
Sylvain Q: I see that the bill plan was downgrade to Premium Mail (email only).
Sylvain Q: You can access your EarthLink email addresses from any computer anywhere.
firstname.lastname@example.org: As I told the lady on the phone SEVEN times I did not want any services from Earthlink. Why am I getting Premium Email?
Sylvain Q: Okay, would you like to inactivate your account completely?
email@example.com: Yes, That is what I asked for over a month ago, I have a new provider that did not raise rates without a notification.
Sylvain Q: I see that there is a due amount on the account.
Sylvain Q: We can process your request once the due amount is cleared.
firstname.lastname@example.org: What is the due amount for? I pay through my cable company. What would I owe direct to Earthlink for?
Sylvain Q: The due amount on the account is $5.95.
Sylvain Q: It is for the period from Oct 2-Nov 1.
email@example.com: For what I was NOT a customer, I CALLED AND DISCONNECTED PRIOR TO OCT. 1
Sylvain Q: Thank you for your patience. One moment while I transfer you to one of our senior specialists who will assist you in closing your account.
info: Please wait while I transfer the chat to the best suited site operator.
info: 'Delphina T' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
Delphina T: Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.
firstname.lastname@example.org: This is why I left in the first place eight years I have been a customer, called in and could not get any help with my account so I found another provider, and now I have to pay 5.95 to leave Earthlink?
email@example.com: This rates up there with charging a 1.95 access fee. And can not tell me what the access fee is for.
Delphina T: I am sorry to hear that you are leaving us.
Delphina T: However, I will assist you through the cancellation procedure.
firstname.lastname@example.org: I have already left. A month ago.
email@example.com: Do I have to cancel every month?
Delphina T: No, I see that the account is active.
Delphina T: Let me inform you that if once the email address is deleted, all the emails of that mailbox stored on our server will be lost.
firstname.lastname@example.org: Why, I have service from Time Warner, I called in front of the Time warner agent and got a release number from you, thought that was it.
email@example.com: Fine, I do not use that account.
Delphina T: As accounts are set to close at the end of the current bill cycle, the closing date of your account is 11/01/07.
Delphina T: Please stay on hold while I cancel your account and provide you the confirmation number.
firstname.lastname@example.org: What account are you closing? I already have a number, so I could sign up with Time Warner over 4 weeks ago.
Delphina T: I see that you have a Premium Mail service with EarthLink.
Delphina T: So as per your request, I am inactivating the Premium Mail account.
email@example.com: NO, I told the lady on the phone I did not want ANY Earthlink services. 7 times I had to repeat myself, why because the people at Time Warner where laughing at her for begging me to take Earthlink services, and for me to have to repeat NO seven times.
firstname.lastname@example.org: I was on speaker phone in the reps office.
email@example.com: So what did I sign up for?
firstname.lastname@example.org: And show me my where I signed.
Delphina T: EarthLink offers a billplan called Premium Mail at $3.95 per month. I see that you have sigedn up for this plan. This plan includes 2 EarthLink email addresses, each with 100MB storage space and no Internet access.
email@example.com: Where did I sign? Show me my contract.
firstname.lastname@example.org: Know what if I every had wanted to return to Earthlink, You have ZERO chances of that, if you sign customers up for stuff that they NEVER ordered, and argue with them for a lousy 5.95, which is funny when you state it only costs 3.95 for the service you say I ordered, why would I ever want to deal with you in the future? I rather have dialup than Earthlink after this.
Delphina T: I see that the Cable service is changed to Premium Mail on 09/21/07 and the confirmation number given to you is 132233868.
email@example.com: Yep my disconnection number to drop Earthlink as a provider.
Delphina T: I see that you had accepted for the Premium Mail.
firstname.lastname@example.org: Let me guess you get paid commission for "saving" accounts. Why not talk to the lady I talked to on 9/21, See if her story checks out? Oh I forgot at Earthlink the customer is never right, and the CSR is.
email@example.com: So what is the bottom line here, your not going to do anything, and you are wasting my time with this.
Delphina T: As per your request, I will process the refund for $5.95 which has been charged for the Premium Mail.
firstname.lastname@example.org: And is there any other Earthlink service I do not know about That will show up next month?
Delphina T: I was able to locate only one account.
email@example.com: So I have nothing with Earthlink, and I will not get anymore nasty emails from Earthlink?
Delphina T: Yes, do you want me to inactivate the account?
firstname.lastname@example.org: I thought that's what I did on 9/21
Delphina T: No, I see that the account was downgraded to the Premium Mail.
Delphina T: Please stay on hold while I cancel your account and provide you the confirmation number.
email@example.com: So is this going to take 20 mins or what?
Delphina T: As per your request your account has been cancelled and the confirmation Number for this inactivation is: 133684728 and is closing on 10/27/07.
Earthlink ripoff: I inquired into getting Earthlink internet service where I was moving to and was advised coverage was available. They took my credit card information and charged me a total of $40 but a technician called me and told me that internet was not available where I live due to the rural location. I called Earthlink to advise them this but they did not believe me. I offered to give them the contact number for the technician but they transferred me to tech support. They insisted internet was available and put in the service request again. I was again called by another local technician who told me that internet was not available where I live. Earthlink continues to insist that I have internet service and I had to cancel my credit card to get the charges to stop because they refused to cancel my account. I disputed the charges that had already gone through with my credit card company but was unsuccessful because Earthlink told them I had internet service and never canceled. Today I received a bill from Earthlink for $110. I called them and they would not talk to me for several minutes because the person kept asking me for my email password which I had no clue what he was talking about. He finally told me that there was an early termination fee and he said something about the bill being due to me disputing the charges with my credit card company. (even though my dispute was not successful). He said there was nothing that could be done. I was charged for internet that I was never provided, had to cancel my credit card, and now have a past due bill which they said will be sent to collections. I don't know how to resolve this.
ATLANTA, PENNSYLVANIA -- This has gone out to 26 consumer complaint companies. If my account is not canceled, it will go to TV stations, newspapers, and cable news networks.
I have sent a private message to Earthlink Internet as one Jen at Earthlink suggested with all the info they need in order to cancel my account. No response. I have posted on their Facebook page multiple times to please contact me to cancel my account. They keep posting private message (already did that), or call them. I do not have a phone. I have been trying to cancel my service with Earthlink since the day my former partner signed up for it last year. Their site makes it very difficult to figure how to cancel. I can't use chat. I can't call. I can't email. Now I see I have to send a registered or some other more expensive mailing to cancel this account. I think This company is ignoring me and I think that this company is stealing from me and thus am filing a complaint on this site.
I am being charged each month and have yet to use their services. I would like to have the services I do not want nor am I signed up for CANCELED. The account is under Kevin L. who has not been here since April, 2013. I would like all the money taken out of my checking account via my MasterCard refunded to date.
Now, most likely they are just another money grubbing corporation, and I probably cannot get it back. I repeat, I have never used their services, I did not order it, yet I am being charged since last May I believe. Cancel it now. Acct. 28810763. I am on disability and if this is not taken care of soon, I will get the TV stations and attorney generals involved.
ATLANTA, GEORGIA -- I have been an Earthlink customer since dial-up days. I have worked in technical support but encountered a DSL problem at home that I could not solve. I gave this rating three stars because the problem is not yet solved. I would not give regular customer service any stars.
My problem began when my old DSL modem broke after 10 years faithful service. I paid Earthlink for Fedex 2-day shipping. The new DSL modem arrived and did not work no matter how I tried to tweak the connection. After spending hours with regular service reps (Patrick and Ethan), I was told my call would go to senior tech reps who would call back but didn't. Regular technical support expected me to wait for their call. Each time I called, the regular technical reps, they were polite, obsequious, and utterly ineffective. The only exception was one tech representative who chastised me for not waiting for a callback. Each time the reps ran through their support script even as I told them I was repeating the same steps over and over again and getting the same results.
At the reps' suggestions, I even called my computer tech support and made sure the problem was not with my hardware or setup. When I called this afternoon, a senior representative came to the phone and was unable to help. He offered to send me another new modem at no cost. I then called the Earthlink headquarters in Atlanta and got patched through to Tier-3 technical support. After nearly two hours of expert support, we determined the modem was indeed not working. Despite my initial frustrations with the regular reps, I was satisfied with the Tier-3 support from Atlanta. The Tier-3 technician *was* an expert who knew his business. Lesson learned: I will *never* *ever* call the regular support line again; the reps simply do not have the technical skills necessary to solve more than the most rudimentary problems. If the new modem does not work, I will sever my business relationship with Earthlink and move to another ISP.
I called Earthlink to inquire about internet service. I erroneously gave them my credit card number as I intended to have it installed. After hearing more about their charges and services, I declined to hire their service and told them I do not want their service. Lo and behold I find that they turned me into collection for an unpaid bill. After many attempts to contact them I finally get a live person. They tell me that they have no record of me and therefore there is no charge. I called my credit card company who called them (with me on the phone) - we got the same reply. I've emailed, mailed, everything I can think of...I still have an uncollected fee from them which I refuse to pay as I did not have their service. I have/had a very high credit score and they are going to taint that.
NEVER EVER use EARTHLINK - they are scams..................
WORCESTER MA, MASSACHUSETTS -- 7/4/08 Believe I tried but after numerous additional sorry excuses that never repaired the service, I refused to pay my bill anymore. They said that they were going to get me for the $140 early termination fee. I told to go ahead because it would be either a cold day in hell or a judgment on appeal decision in court with a levy on my property before they might even think about collecting for the poorest of the poorest internet service. The below chat message is about 1/20th of the chats that I had with useless Earthlink repairmen. One even told me that if they did not get my system up and running that they would terminate my contract without penalty or charge. BIG LIE- did not get the call the next day or fix as promised. I am so happy to be back with Charter Internet which isn't perfect but feels like heaven compared to Helllink (Earthlink).
Previous message: EArthlink still wants me as a customer after this chat! Here is my discussion on the Earthlink internet chat (about my 10th recent one):
Earthlink still wants me as a customer after this two hour chat! It detailed some of my problems with Earthlink Think about it long and hard before you switch to them. Here is my discussion on the Earthlink internet chat (about my 10th recent one):
'Deena S' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
[my internet address]: Earthlink has been unsatisfactory. We constantly - many times a day get disconnected. I want to be released and go back to my former isp.
[my internet address]: I have not been able to set up the LAN line as I did with my prior isp and part of the house has never been connected with Earthlink. It was with Charter.
Deena S: To best assist you, you need to speak with a Senior Customer Service Representative.
'Dorothy P' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
[my internet address]: You have been nice but nice does not make this system work for us.
Dorothy P : Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.
[my internet address]: did you read my previous comments before I got to you.
[my internet address]: my wife and my kids have been totally mad at me for giving you a chance. I wanted it to work. Either it is too difficult to make work right and too much time required for us _ I just can't live it.
Dorothy P: Please let me know the security word on the account which appears to be your xxxxxxxxxxx, for verification purposes.
[my internet address]: xxxxxxxx I don't have the time to keep up with the system.
[my internet address]: I did not have this experience previously.
[my internet address]: CAn I send everything back and let's just end our relationship.
Dorothy P: Thank you for the account verification information.
[my internet address]: There are too many charges for things I did not have to pay for when I had charter
Dorothy P: I see that you are under DSL service commitment period.
Dorothy P: If you cancel the account, you will be charged $149.95 as termination fee.
[my internet address]: Besides not working well you can see that there are many ways Earthlink is not delivering what you agreed to do-
Dorothy P: Please give us a chance to assist you further.
[my internet address]: I will not permit my credit card to be charged and have called to block your potential charges.
Dorothy P: I will transfer you to our technical department so that they will assist you to use the DSL service.
[my internet address]: What do I have to do - sue Earthlink for not delivering or have one of your people here making it work?
[my internet address]: you are wasting my time and yours
[my internet address]: I am not going to pay a termination fee for sorry service
[my internet address]: the people have been nice but that does not make yhe system work
Dorothy P: Please gove us one more chance to assist you.
[my internet address]: why
Dorothy P: I am sure that our technical representative will assist you to get the issue resolved.
[my internet address]: after several calls I am tired of call- I have disputed the bill
Dorothy P: sgtsavage
[my internet address]: yes
Dorothy P: I will process credit for one months charge so that you will get free service for one month.
Dorothy P: Can I go ahead and transfer you to our technica department?
[my internet address]: thank you but how many times do you need to help me. I am not willing to pay $150 but will offer $50
[my internet address]: please do not charge my credit card any further
[my internet address]: who has the authority to cancel this contract?
[my internet address]: are you still there?
Dorothy P: Yes, I am with you.
[my internet address]: we need to resolve this or else we are going to spend some time as I continue to give my evaluations on the consumer boards.
Dorothy P: Please hold on while I transfer you to our technical department.
Dorothy P: To best assist you, you need to speak with a Broadband Technical Support Representative. Please standby while I transfer you.
[my internet address]: What do you have to do with canceling service?
'Kennedy A' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
[my internet address]: Have you read my prior comments with the billing department.
Kennedy A: Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.
[my internet address]: I have now been many hours waiting for this problem to be fixed. I can never reach the Earthlink department responsible. Calling tech support is extremely frustrating and time consuming, and has not resolved any of my problems the last time, nor did it previously. Normal hold times can easily be half an hour before speaking to a tech, and the tech who answers usually can't understand the problem, and the problem continues. There is seldom a resolution at the end and I just give up. Their tech support system just gets worse and worse. There are a couple of competent high-level techs, but it takes multiple calls, being bounced from person to person, and cumulatively hours on hold to find one who has helped with anything. And still the problem goes unresolved at the end.
[my internet address]: On average it takes 15 minutes to get an Earthlink support person on the line, and every time, without fail, you must be transferred to at least two more people before you get to someone who will help you. Every call I've made to Earthlink support took over an hour, 90% of which was spent on hold. I honestly think the support people just bounce callers around to avoid speaking with them. The funny thing is that it takes less than 30 seconds to get an Earthlink sales representative on the line if you're signing up for DSL. And, unlike the hyper-friendly sales staff, most of the support people I've encountered at Earthlink have been poorly trained and irritable. I guess Earthlink has discovered that it's cheaper to get new customers than take care of existing ones.
Kennedy A: I sincerely apologize for the inconvenience caused to you.
[my internet address]: I know you try! and maybe you are one of the experts but I feel abused by nice people who are sticking with a system that does not work.
Kennedy A: I understand that you are not able to connect Internet using the DSL modem and you have already contacted us with to resolve the issue.
Kennedy A: I'll do my best to helps you.
[my internet address]: I get cut off about 15-30 times a day with the ADSL modem not being connected. I keep entering my password and then it tells me that I am configured. And then it starts again disconnecting me. This has been going on for at least 3 weeks now.
Kennedy A: Please let me know the make and model of your DSL modem
[my internet address]: zyxel 600
[my internet address]: the ethernet button is yellow - does that mean anything.
Kennedy A: Please let me know the complete light status on the modem.
[my internet address]: power and DSL are green with internet green blinking. Ethernet is yellow.
Kennedy A: What is the status of the DSl or Sync light?
Kennedy A: I am sorry for the confusion.
Kennedy A: You have given that.
[my internet address]: I have a cisco24 on the other side that links to 2 computers and a Linksys switchboard. Then that goes to a Neatgear wireless N and one current internet
[my internet address]: I don't know what the sync light is but the DSL was green.
Kennedy A: Are you now chatting from the same computer with which we are facing the issue?
[my internet address]: yes
[my internet address]: the other computer has the same problem too
[my internet address]: My computer runs off the cisco24 which is a very expensive router.
Kennedy A: Is this computer connected the DSL modem?
[my internet address]: through the cisco24 router -I also would like my Auvi Skype box to work but it has never worked with the router & zyxel600 modem.
Kennedy A: Try to access any any web site and let me know the error message that you receive.
Kennedy A: Please do this in the computer with which we are facing the issue.
[my internet address]: I am on my3cents now and it is okay for the time being but a little while ago when I was on firefox instead of IE7, every tab was reading ADSL Not connected and required me to reenter my password several times in order to get it reset.
[my internet address]: ALL THE COMPUTERS HAVE THE SAME ISSUE - EVEN MY SON's LAPTOP WHICH I CARRIED TO THE SHOP ON SATURDAY
[my internet address]: I am on my computer now. about 5 feet away is my wife's computer. I am ogoing onto firefox gmail where I was having my "last" headache a few minutes ago- this is the longest I have been on the computer without being booted.
Kennedy A: Are you using the Windows XP?
[my internet address]: YES - We use XP I have both computers on now. My email was the hardest to read since I could barely get the next message before getting booted.
[my internet address]: Letter to the Massachusetts Attorney General: As a consumer from your state, I felt it was my responsibility to bring to your attention the following problem. As a resolution, I would like the following steps to be taken to protect the citizens who are subscribers to internet (and perhaps even cell phones). I want this investigated. I believe Earthlink is taking advantage of its customers and then not providing satisfactory service. It's all just a scam that needs to be investigated. I have account numbers and further information if needed by you. First they sign you up for a year and then the sorry service begins. They threaten to charge you $149.99 if you disconnect early while attempting to force you to stay connected and paying to them for a service that does not work. After you have tried several times with their technical department which can barely fix any of the problems, you call again and again and again while they begin to take your money. We need a class action lawsuit brought on behalf of the citizens who have been set up for this sorry service. We need to get the citizens money back to them and the state communications agency needs to bar them from doing business in the state. They take up too much time trying to keep you on hold while not fixing anything and still charge you for poor service.Please contact me if you need more details regarding this incident.Jim Savage
[my internet address]: In the past few months I have attempted to rehook my LAN that I had operating with the prior ISP but it does not work with Earthlink who wants to charge me for any help and who also wants to charge me for virus protection that was part of the charter contract and they want to charge for use of their email system that I have never ever been charged before. They don't tell you until it is too late to cancel and they don't provide a comparison before. So each consumer has to be taken in what should be a standard system without silly promotions that only confuse you.
[my internet address]: I am sorry I have been waiting for a solution for a long time and need someone to contact me with a solution that will either make this system work or go to court with me to collect your money in that everything from Earthlink is not to be charged any further with my credit card. Try it and you just might make Citibank lose one of their customers- me.
[my internet address]: I have to go to bed. Can you call me when you are ready to fix my internet.
UPDATE ON WEDNESDAY:
Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question.
'Norman N' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
about the 15th attempt to chat!: This is about the 10th time in the last 1.5 hours that I have been disconnected from you while trying to resolve this problem. Please call me Here is a copy of the problem. Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question. 'Udale B' says: Thank you for contacting EarthLink LiveChat, how may I help you today? about the 15th attempt to chat!: I continue to get this message: Please enter your EarthLink Email Address and password Email Address Password Your ADSL line was not detected. Please make sure your device is connected to a telephone jack using the included phone cable. Also verify your E-mail Address and Password then click the 'Next' button. and then after many tries after Earthlink won't accent my address and PW, I get cleared for two minutes before being discontinued. about the 15th attempt to chat!: after several times of using the chat service and disconnects- this is not working and I have asked that my contract be terminated. Udale B: Hi, I will help you. Udale B: When exactly you are getting the above message? about the 15th attempt to chat!: Sorry to sarcastic but I have heard tat many times. about the 15th attempt to chat!: All the time - about 20-30 times during an hour session on ALL computers. about the 15th attempt to chat!: I was on the line for about two hours the other nite and nothing was resolved except for the continuing disconnect about the 15th attempt to chat!: Please stay with me - as my patience has more than been abused and either I want this fixed now or my contract terminated without penalty about the 15th attempt to chat!: I doubt I can get through this session without being kicked out Udale B: Could I have a few moments of your time while I check for your previous correspondence? about the 15th attempt to chat!: This has been going on for over a month now. about the 15th attempt to chat!: not to be nasty to you who I am sure is trying to help me - but none of the previous nice people have been of assistance. I have called and chated with both business and technical. Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question. 'Udale B' says: Thank you for contacting EarthLink LiveChat, how may I help you today? about the 15th attempt to chat!: This is the 4th time in the last hour of trying to finish a conversation- Can you call me xxxxxxxxxx about the 15th attempt to chat!: Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question. 'Udale B' says: Thank you for contacting EarthLink LiveChat, how may I help you today? about the 15th attempt to chat!: I continue to get this message: Please enter your EarthLink Email Address and password Email Address Password Your ADSL line was not detected. Please make sure your device is connected to a telephone jack using the included phone cable. Also verify your E-mail Address and Password then click the 'Next' button. and then after many tries after Earthlink won't accent my address and PW, I get cleared for two minutes before being discontinued. about the 15th attempt to chat!: after several times of using the chat service and disconnects- this is not working and I have asked that my contract be terminated. Udale B: Hi, I will help you. Udale B: When exactly you are getting the above message? about the 15th attempt to chat!: Sorry to sarcastic but I have heard tat many times. about the 15th attempt to chat!: All the time - about 20-30 times during an hour session on ALL computers. about the 15th attempt to chat!: I was on the line for about two hours the other nite and nothing was resolved except for the continuing disconnect about the 15th attempt to chat!: Please stay with me - as my patience has more than been abused and either I want this fixed now or my contract terminated without penalty about the 15th attempt to chat!: I doubt I can get through this session without being kicked out Udale B: Could I have a few moments of your time while I check for your previous correspondence? about the 15th attempt to chat!: This has been going on for over a month now. about the 15th attempt to chat!: not to be nasty to you who I am sure is trying to help me - but none of the previous nice people have been of assistance. I have called and chated with both business and technical. Udale B: Hi, let me review the whole message. Udale B: Please stay online for a moment. about the 15th attempt to chat!: I had a good system before I switched to Earthlink and now I essentially have very little of a system about the 15th attempt to chat!: I will probably get cut off and this is my last try- I have already disputed all credit card bills from Earthlink and reported the problem to several to several consumer boards. Can you call me back if I am not there when you try to return. about the 15th attempt to chat!: are you there Udale B: Thank you for staying online. Udale B: I am with you. about the 15th attempt to chat!: can something be set up wrong in my computer Udale B: I will fill a trouble ticket to escalate the issue to our engineers. They will work on the issue and fix it at the earliest.They will also check with local vendor for any DSLAM server issues. Udale B: I need some information to fill a trouble ticket. I appreciate your patience. about the 15th attempt to chat!: OK Udale B: 1.Let me know the make, model and serial number of the DSL modem. You will find it at the back of the modem. zxyel 600 2.Let me know the status of all the lights on the DSL modem. ethernet is orange blinking, DSL blinks and internet is not on. 3.Let me know your contact phone number. Xxxxxxxxx 4.Is there an answering machine on the contact phone number? yes 5.Let me know your Time Zone. eastern 6.Let me know the best time to contact you through your contact phone number. I am here for the rest of the day 7.Do you stay in an independent house or an apartment? THis is my house - a rather large one. 8.Where exactly is the NID located? It is inside my basement - it is on a panel for 250 phones although only one is used. (I am referring to the box that is usually located outside of your house to which your phone line is connected).
about the 15th attempt to chat!: I cannot waste anymore time trying to chat - Call me.
Norman N: EarthLink's DSL Technical Support Department can be reached 24 hours a day, 7 days a week at (888) 829-8466. #PFR#/CU/TS/ELNDSLTS
about the 15th attempt to chat!: You call me because until I hear from you and this issue is resolved- no more payment will be made by me and I will use a different service that is reliable.
Norman N: I apologize for any inconvenience caused to you in this regard.
about the 15th attempt to chat!: AS FAR AS I CAN MAKE IT PLAIN, I WILL NOT PAY ANY EARLY TERMINAtion fee.
Norman N: I am sorry I am a Live Chat Representative and do not have the privilege to Call you back.
about the 15th attempt to chat!: FORGET IT I AM THROUGH WITH EARTHLINK - no person should have to put up with this incompetence.
MARYLAND -- Earthlink afforded me the absolute WORSE customer experience of my lifetime, in every sense of the words. As of Saturday, September 29, 2007 at 12:20am, after waiting a ludicrous TWO WEEKS from the date of service purchase until the date my service would be active; after over 15 calls totaling over 3 hours of phone time within a 12.5 hour span of time; after me having to make over seven car trips to relatives houses and public places to use pay phones due to me not having a home phone; after depleting the gas in my cars gas tank; after being hung-up on by TWO Earthlink customer service SUPERVISORS; and after being lied to no less than FIVE times by Earthlink with no mention of compensation of any sort, I am still without DSL or Home Phone service that was promised to be fully-active and available to me on Friday, September 28, 2007. Please bear in mind that Earthlink started billing me for service as of Wednesday, September 26, 2007 when my True Voice phone service was supposedly activated ... something that makes absolutely no sense because you cannot even use the True Voice phone service without access to the internet.
Prior to Friday, September 28th, I had been in contact with Earthlink SEVERAL times throughout the week making sure that my service would be fully-functional, per Earthlink's guarantee, on Friday the 28th. I was assured many times that the odds I would not be surfing the net with ease and making phone calls on my state-of-the-art phone service, were infinitesimally small. Surprise, surprise, it was everything but. Once again, America, with all of our jobs from these Ã¢big nameÃ¢ companies being outsourced to other countries (i.e. India), this customer service was a thousand times harder than it should have been. Of the 20+ people I spoke to on Friday, September 28th, NOT ONE of those reps were of American descent. ALL of them were Indians. The language barrier was roadblock enough, added to that their sorry excuse of company product knowledge completely sealed my fate for the evening.
Finally, at 12:15am on Saturday, September 29th, I was told that after 13 hours of B.S. I had to endure, nothing could be done for me until after 10am EST because the departments that should be able to troubleshoot my issues, were now closed. Have Earthlink not lied to me at 11am EST on Friday and again at 2pm EST and then yet again at 7:15pm EST, I might have been able to speak to a technician in the appropriate department THAT DAY and had this issue resolved. Instead, Earthlink chose to blatantly lie to me to hush me up and hurry me off the phone. Now, I am a very understandably pissed person, writing this blog in complete disgust with a company whose services, IÃ¢ve yet to even use!
It is now Sunday, October 6th, 2007. I finally cancelled my entire account with Earthlink last Monday. According to Earthlink when I first signed up for service with them, I had exactly 30-days to cancel services with them without incurring any early termination fees. Surprise, surprise, at 10:56pm that night, Earthlink charged me a $35.90 fee. This WAS NOT disclosed at the time I cancelled my services. I was told everything had been taken care of and I given a confirmation number. I only found out about the fee after checking my bank account online the following day. I had a feeling it was Earthlink who was responsible for the charge that was still showing as "pending" but I couldn't be sure.
I went to my bank the next day and sure enough, they were able to conclude that it was indeed Earthlink, who was behind the unauthorized charge of $35.90. When I called Earthlink (as soon as I returned home) I was told that I had been charged for terminating the True Voice phone service, early. That made absolutely no sense considering that the True Voice was part of a dual package that included the high-speed internet. So how can they charge me for just one part of the package, even if the charge was valid? I started to make my case to the Indian representative and sure enough he was getting ready to tell me that his hands were tied because the charge was still "pending". That's when I cut him off and told him that if he didn't reverse that charge and give me a full refund then I would report Earthlink to the U.S. Federal Communications Commission (FCC). All of a sudden, he could now help me. He put me on hold for a while and when he came back, he assured me that he had taken the appropriate measures to issue me a complete refund, and to expect a credit back to my bank account within 72 hours (3 days).
As of yesterday (Saturday) which was the third day, I had no refund posted to my account. This is messing me up because I have my rent check that is going to clear by Monday or Tuesday and there was sufficient funds in the account to cover the check ... that was until Earthlink fradulently took out that $35.90 out of my account. So now either way, I am screwed. Either the bank will honor the check and clear it but charge me a $30 overdraft fee OR the check will bounce and I will now be late on my rent for the first time in my life and have to pay a $40 returned check fee on my rent. When I called Earthlink yesterday to ascertain as to why I hadn't been issued my refund yet, after being transferred to SIX different representatives and hung up on once, I was told by yet another Indian rep that as far as she could see, Earthlink made NO PROMISE to issue me a refund, citing that the fee for $35.90 was for "use of the service", even though I never used the service considering it nevered functioned! So, Earthlink had lied to me yet again. Then, when I threatened the imbecile with a lawsuit, she stated that even if she were to issue me a refund today, it would take 7-10 BUSINESS DAYS to get the credit on my account! So we went from 72 hours to 10 business days! Yet another lie. Then the idiot had the audacity to force me off the phone by saying that she could not "help me at this time but if I called back they could handle this matter" for me. I said, "call back when?". Her response ... "in a month"!
A MONTH?! Are you kidding me? So now I have been conned out of a total of $55.85 from Earthlink and still had NO access to either phone or internet services. $35.90 for the fraudulent early termination/use of services charge and $19.95 for the shipping of the DSL modem and phone modem. That funny part is, Earthlink had NO PROBLEM sending me a pre-paid return shipment label to send their modems back! Guess what, those modems are now mine. So after that idiot told me to call back in a month, I told her that I was also apologetic because Earthlink was about to pay through the a** for messing with me.
Anyway, I will also be sending this blog to the Federal Communications Commission (FCC) as well as filing a complaint with the Better Business Bureau, in addition to inundating the local news channels and newspapers about this consumer disaster that is Earthlink. I will also post this experience on as many online websites I can find.
SAN JOSE, CALIFORNIA -- I originally started with Earthlink back in 1995.......What started as reasonable has gotten atrocious.
If ever there was an example of terrible support.... EarthLink is it. If you call in for any problems you never get the same person. You have to waste 15 minutes going over the same details that you have already told several other people. Worse still, all the previous comments and problems are already written in your file and they are too stupid to read the comments. Even worse... you can tell the technician something and a few minutes later they will ask you a question about the same thing you have already answered.
I am currently in a loop of inaction with EarthLink that can only be described as insane. I am paying for DSL and barely getting dial up speeds. They keep telling me that an AT&T tech needs to come out to my home to check the lines... they check the lines ... every thing is fine ... then they say they need to check the AT&T lines down the street. They find no problem with the line... so they switch me to a different router or server and the problem is solved for a short period of time. Then the same problem occurs ... we go through the same song and dance about checking the lines at my home.... and then the street... then the router / server.
That scenario has occurred about 6 times in the last 6 months.
And it does not matter if you tell them the history and the solution.... they have to do the same dog and pony show all over again.
I pay $29.95 for Earthlink internet service to this day. I have had Earthlink since 2008 at this price. It's not the fastest speed, but I'm in no hurry. I recently wanted to upgrade our cable service, but was told I would have to upgrade the internet service to theirs. The price I pay now is $64 for Earthlink and local cable. To upgrade both shot up to $90. I asked how much just for upgrading just the cable, not Earthlink. That was $99. Well since Earthlink kept their promise of $29.95 a month, I decided to stick with them.
WORCESTER, MASSACHUSETTS -- Totally frustrating, a night mare, I will never recommend EARTHLINK to any one! I was tossed around regarding internet connection for almost two weeks and the problem was never resolved; I was on phone with them almost daily for 1-2 hours regarding internet connection. The shipping cost of $20 for equipment was taken from my account without my knowledge; monthly fees were deducted from my account and yet no services had been provided AT ALL. I had an extremely difficult time canceling my order because they were trying to convince me to wait over and over; moreover they told me to hire services of an electrician to come and connect my internet. I had to yell and insist that I wanted them to cancel my order before they finally yielded. Another $90 was deducted supposedly because I terminated services that were never connected for even a moment and the grace period of 30 days will still 2 weeks away.
When I questioned this, they turned around to say that the $90 was being held because I hadn't returned their equipment. Again it was not my fault because they sent me another modem 2 days later, after I had terminated services. My money has not yet been refunded to date. Some of their staff members are rude and have no clue about what they are doing.