Review by (hidden by request)
(review was emailed from domain earthlink.net)
lodged 11.9 years ago
 Whittier,Los Angeles,CA
 $50 per month
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(ratings match consensus)
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I have had an account with earthlink dsl since January. There really isn't
anything that has gone right with it in terms of customer service. I really
can't complain about them in terms of the actual connection. I have had
consistently really fast connections and no service interruptions. The
problem lies entirely with their support.
When I called to start up the service I was on hold for over 15 minutes.
They scheduled for someone to come out and do the hookup, and that
appointment was not kept. Then they showed up out of the blue one day. Of
course, I didn't have the software yet. Another 20 minutes on hold to get
transferred to dsl tech support another 20 minutes waiting for that
department so that I could download the software and actually use this
service. The next week or so, some software finally arrived, and it was the
wrong software.
This software for the dsl service actually translates my dsl account
basically to a dial up account. I have to log in each time I access the
internet. The purpose of this software if to verify your account is current
before it allows you to access the internet. I just upgraded to windows
2000, and waited on hold for 25 minutes at 1:00 in the morning to be told
that earthlink does not support this software in that operating system. I
called customer service the next day to find out that they don't know when
they will roll out support for windows 2000, so I chose to discontinue the
account. I am now being told that I will have to pay a fee to earthlink for
discontinuing my account with them. I did not sign a contract, and was not
aware of any minimum time commitment. The manager I spoke with contends
that this is not a technical issue, and that earthlink has no
responsibility.
I really wasn't too concerned with customer service prior to this
experience. In general I am able to solve most technical issues on my own.
I had expected that a company with the reputation earthlink has would be on
top of things technically. All in all, this has been a very disappointing
experience.
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