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 (**), 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.
WORCESTER, MASSACHUSETTS -- Totally frustrating, a nightmare, I will never recommend EARTHLINK to anyone! 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.
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...
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... everything 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.
Earthlink loves to add little charges here and there. Like 4.95 per month for pc clean up service that they never provide. They also love to play shell games with your bill so you never see it. Of course, once you finally catch up with your bill and want to dispute the charges. You first get to go through about an hour of runaround with the kind folks in India, then you are just told "Earthlink policy is that you cannot dispute charges beyond 30 days old".
They screw you for as long as they can. They will admit the charges are incorrect but it is your duty to keep up with your bills and call them when you have a problem. They absolutely will not refund your money beyond a very small percentage of what they have stolen. They must be raking in thousands with this little scheme.
I have never really had a problem with Earthlink as far as service goes, the main issue is with being unable to make a payment online if your account is deactivated. Husband had stroke, etc. Found out we are now in a wi-fi area, only because my daughter's main computer has been on Earthlink and hers does not support wireless. I have apparently been wireless and didn't realize it.
I do not have a credit or debit card and they won't take a check over the phone, only online, but if your account is deactivated... I can wait til I mail them a check for service to be reactivated since my daughter is gone on vacation. Maybe Earthlink needs to reconsider just let a person pay online, by check, even if their account is deactivated.
I have been harassed for the past week by Earthlink's billing department. My husband is deployed, and our communication is sporadic. Earthlink said I needed to pay an outstanding balance of $7.90 (ridiculous in itself) and demanded my credit card number. I don't think so! I said I'd need to check with him next time he called. I called the customer service dept. the next day, and the person said there wasn't any balance. Today (4/11) I was called, and NEVER IN MY LIFE HAVE I BEEN SO HARASSED! He demanded my card # again, and I said, "not until I talk to my husband." He ended the call with, "talk to you tomorrow."
Furthermore, he showed no record of my previous call. I have since filed a complaint with the Missouri Attorney General's office. If we do indeed owe, I will pay. However, the confusion needs to be cleared up on Earthlink's end. I refuse to be intimidated.
DRAPER -- So, the story starts with me having called the Dish people to talk about one of their advertisements which says high speed internet starting @ 12.99 a month. I called them and they said they don't take orders but they have tie ups with Earthlink. They asked me for the information and told me that I would NOT be charged and it's to verify the information and they said Earthlink people will call me and explain about all the options they have. Of course, I was stupid enough to give them my credit card information.
Now, guess what, I see an order on my name next day in my email and that too without talking to any one from Earthlink. They just placed an order on my name without me even talking to them (forget about placing any orders). How insane is that? Terrible, now they tell me that they have shipped the equipments fees and I will be charged. Someone got to be sued for something. What a pathetic way to harass the customers and get people trapped. Never ever trust anyone and give your CC information. Earthlink sucks or shall I say it was Dish who messed it up....
We've had two different lengthy DSL outages at a facility that has an architecture supporting operations in the US and Iraq. The architecture provides personnel management of over 8000 people on a government contract. For the second time in six days we have had an outage starting at about 9:00 AM. The first one was resolved at 2:54 AM the following morning and only because I had a tech badger the Earthlink Help Desk folks and not let them push him off until the next day.
The one today is ongoing as of 6:30 PM with numerous lengthy phone calls and pass arounds. I just got off the phone with the Earthlink Customer Support Desk which is LOCATED IN INDIA to lodge a complaint. I hope it does some good.