Review by mdreher4 
UPDATED: 2 years ago
member for 4.9 years, 888 visits, last login: 15 days ago
 Saint Paul,Ramsey,MN
 $40 per month (12 month contract)
 about 6 days
 Qwest
 "Quicker install than advertised"
 "Tech support has taken massive drop since initial service"
 "As others have said, it's OK if you don't need support."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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In my case, the order process went fairly quickly. I ordered on the 29th; the DSL was to be provisioned on January 3, and I had my modem on the 4th. The problem was that the order page never really updated properly -- maybe that's because everything went faster than expected. The phone reps always seemed to have the most updated information.
Problems:
1. One CS rep was over-aggressive on the Norton bundle. I told her I didn't want it, but she added it onto my account anyway. A later call managed to get that taken off.
2. Usually 1st/2nd call resolution in terms of talking to support agents. They've taken the time to get Covad on the line while I've been on the line with them.
3. I had the Earthlink/Sprint plan. A little FAQ or something about when the combined plan would end (at the moment the DSL kicks in? When the dialup you've paid for is over?) would be nice, since for many people, there's some overlap where the DSL and the dialup would have been paid for.
Update (5/23): Due to problems with the Covad connection which was finally considered TNF, the line was switched to Qwest as the underlying provider (thanks to ELShaun and several others in TRON) - currently, I'm at 1.0/0.5 with 0 resync issues.
I have had some billing issues (accidental double-billing, etc.), but they've normally been resolved in 1 call. In fact, I just received a call from Exec Relations to make sure that I've been satisfied with resolution. So, while I've had some problems - Earthlink has been good at ultimately resolving them.
Update (1/1/06): Some instability during rain - see Qwest forums. This is a Qwest problem, though, not Earthlink. Generally, though, the service is quite stable. Current connection is 1.5/736 even at the fringes of distance. It's worth checking when doing an Earthlink install in Qwest territory if you can make Qwest the underlying provider.
Update (10/10/06): Massive resync issues over the past 2 weeks. I've been hung up on and encountered poor support from the overseas techs, including failures to update trouble tickets and provide callbacks as promised. Qwest's techs have told me exactly what's needed to fix my line; however, getting Earthlink to do it has been impossible thus far. Still at 1 week+ without resolution.
Update (11/13/07): The above issue was finally resolved with Qwest installing more capacity at its remote terminal, and thankfully, I haven't had many problems since. The difficulty of obtaining competent support still remains. Instead of the occasional $3 Starbucks gift cards, lower prices would be nice...
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EarthLink
