Earthlink DSL Complaint - Bell South DSL & Earthlink DSL
I came to Knoxville, TN in October of 2005, where I signed up for Bell South DSL. It took a couple of months before the system worked consistently (and two visits from Bell South guys). Exactly 3 days after my contract expired so did my modem... I called Bell South and was told I could send them $59.99 and they would gladly replace said modem. I DON'T THINK SO. I figured Knoxville was a big enough city that I could get another phone company AND another DSL provider so I called and found a really "good deal" on phone service from MCI, but they don't offer DSL. So, I called and got a "deal" with Earthlink to provide my DSL. Guess what? Earthlink will only provide DSL if I am a BellSouth customer!!! I stayed with BS (appropriate acronym, I think) and ordered Earthlink. Then my old Compaq router wouldn't work with their modem, so at the advice of one of Earthlink's "senior techs" (not sure what makes them senior) I went out and bought a Linksys wireless router. Everything worked great...for a month. Ten hours of "tech support" later, they tell me what I knew when I called them the very first time. The modem will not, for some unknown reason, stay in the bridging position so my router won't work. Feb. 12 I am assured they will send me a new modem, which will arrive in 3-5 business days. Feb. 15 I receive not one, but two return shipping labels for the modem I have but no replacement modem. Feb 20 and still no modem so I call back to have the nice Indian or Pakistani guy tell me "Oh we're so sorry" We'll get that right out to you. Feb. 28...no modem. I call back. (At this point I should tell you that if you want to talk to anyone at Earthlink, you must have at least an hour of free time.) "Oh, we're so sorry. There was some confusion. We'll get that LABEL right out to you." NO! I don't need ANOTHER label!!!! I am finally transferred (again) to a "senior representative" who assures me he is seeing to it that my new modem will be sent to me ASAP and I will have it no later than Mar. 4. March 7...no modem. I call back. Only THIS time, I select the option for cancelling my service. I get a new Habib on the line who tells me they have sent me the wrong label (an RMA instead of an EMA) but he will be shipping me a modem overnight and refunding two months worth of payments. Well, we'll see if it actually arrives. I'm not holding my breath, as I look horrible in purple. A word to anyone who is considering Earthlink. DON'T!!!