Review by elkhornsun 
member for 5.6 years, 2 visits, last login: 1.2 years ago
lodged 5.6 years ago
 Salinas,Monterey,CA
 Contract price not specified.  "they answer the phone" "no upgrade path for 4000 modems which are no longer supported by Hughes" "earthlink is a poor choice for satellite service - better to go directly with HughesNet"
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I have been using Earthlink's satellite service that uses DirectWay
equipment for over 4 years. The old modems, DW4000 units, are no longer
available as they were replaced first by the DW 6000 modems and then the
DW7000 ones. My DW4000 has been failing intermittently for several
weeks. I have spent over 4 hours talking to tech support people at
Earthlink and they keep asking the same questions to which my answers
are apparently not being recorded by the tech support personnel. They
have done everything they can to avoid replacing my defective modem,
having me go through endless diagnostics, re-install the software,
disconnect cables, etc., which I have done. Now in spite of a USB
hardware device failure error messages the last tech insisted that it
was due to a virus and that I needed to add the latest service pack from
Microsoft and if I refused while then the problem was the bad customer
and not the bad tech support. My only recourse is to terminate my
account with Earthlink and start a new account with DirectWay to get
service and support.
Bruce Stenman
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