Review by slmorgan 
member for 12 years, 3 visits, last login: 11.8 years ago
lodged 12 years ago
 New York,New York,NY
 $50 per month- (12 month contract)
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I would like to share my experience of getting DSL and trying to get them to
keep it connected.
Before I ramble I must say I had been a dialup customer with Earthlink for
about a year and a half before switching to DSL and I was very happy with
their service.
I have had bad experience with computer companies before so I made a point
of documenting everything from the day I ordered it. I would suggest
everyone does this. Below is a running diary of what happened.
Basically the installation co-ordination was terrible. They turned up
without telling me they were coming them complained I was not there. The
engineer (nice guy) turned up with no network card, even though his work
order mentioned one. I had to download the software over a modem as they did
not send it to me. They then sent me 3 copies. Over the last 5 days I have
not been able to keep a connection. It turns out this was a problem with
Bell Atlantic's lines but it took days of mostly useless support and
numerous calls to be told this.
I think Earthlink's problem is they are outsourcing the DSL connections and
support. They also seem to have no SLA with these companies.
DSL
Ordered 11/09/99
3-4 weeks to hear from BA
Ref: ########
11/17/99
Should be calling Thurs, Fri about install.
11/18/99
called for update
given install number 888-462-6823 they had no record. They said try
516-414-2440/20
Told to wait 30 days.
11/22/99
E### S##### is my contact
number 703-###-####
2 week for install
12/01/99 ***First Problem***
Bell Atlantic came to install it but I did not get a call and was not at
home to meet them. I need to call back tomorrow to check on new date.
Covad ref######
Earthlink told me Covad should call me with install date. Covad told me
Earthlink should call me. I hope someone does.
Bell Alantic 703-###-### left message for E### S###### to call me.
12/02/99
Called again covad will be coming out on the 12/07/99. They will bring
hardware the software will arrive from Earthlink.
12/7/99
eln1-800-395-8425x6823
no one came. Called Earthlink told me no one was due to come out. Over heard
that they went to the wrong address set it up somewhere else wrong date next
date 14 and 20 should hear from eln tomorrow
12/8/99
Covad - she (####) says the date for BA 12/14/99 8:00-17:00 and covad
12/20/99 10:00-12:00. She told me that I need to talk to ELN about money
back. on phone 65min ELN ask to speak to manager and told ### #### Manager
would call me back. Called Covad contact 4th time no answer or call. Given
up on her.
12/9/99
### from Earthlink says she will call back. She did call back. First helpful
person.
12/20/99
DSL modem in.
No network card.
No software.
Had to download software.
Called customer service.
**********************
12/24/99
Now set up.
1/15/00
Kept getting dropped every 5 mins. Reported and told to try again tomorrow.
1/16/00
Working now after leaving modem turned off all day.
1/16/00
Interrupted around 11:00. Had to reboot to fix it.
1/17/00
Stopped working around 8am.
Restarted seemed ok.
Stopped again around 10:30am
Rebooted seems ok again.
11:30 lost connection again.
11:45 lost connection again.
13:42 lost connection had to reboot.
14:20 called ELN she said when she she could see some sort sort of problem
Told me to try again later.
21:00 lost connection again. Called ELN told to Reinstall software and
network drivers.
21:30 called support again.
22:00 got through. she said she was getting a bad ping her end.
Ref#####
01/18/2000
lost connection again
01/19/2000
Called for update
No feedback from Bell Atlantic.yet.
Called customer service to log complaint
11:00am Lost connection again.
1/20/2000
Called for update they told me they could not get an update for me as it was
with Bell Atlantic. He then argued with me about it not being his problem.
Customer service E####### would also add a note to my account.
1/21/2000
Called Support they told me there had been a problem with the cable for the
last week which BA were trying to fix. Would have been nice to have been
told this sooner rather than after 5 days and having to re0install software.
Seems to fine at the moment.
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