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Review by fivebyfive 
UPDATED: 15 days ago
member for 1.4 years, 37 visits, last login: 8 days ago
 Morgan Hill,Santa Clara,CA
 $29 per month (12 month contract)
 about 5 days
 Verizon (ex GTE)
 "Good spam and virus filtering at the ISP"
 "Install kit arrived a week after EarthLink cut off my Verizon DSL service"
 "Solid DSL service, poor installation coordination"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I just switched from Verizon Online DSL to EarthLink DSL, mostly because I've been an EarthLink dial-up customer since about 1997. I signed up for Verizon Online DSL at a time when EarthLink didn't offer DSL in my area, but now that they do, I'll save money by getting email and DSL Internet access all from one source.
I woke up Wednesday morning, 22 November 2006, with no Internet connection. The problem was that EarthLink hadn't yet delivered the DSL "Welcome Kit" with the their modem, filters, cables and installation CD. They had cut off my Verizon Online DSL service at midnight and substituted their own signal. Thinking it might be as easy as rebooting the old Verizon-supplied Westell VersaLink Gateway Model 327W modem/router/wireless access point (Model A90-327W15-06, Rev. E; software version 03.00.63a), I cycled the power. The modem rebooted showing a green DSL light, but the Internet light remained dark. I called EarthLink on Friday to find out where the stuff was, and they told me it had shipped late Wednesday, with expected delivery next Thursday! So, here I sat, trying to run a business, limited to only 20 hours of dial-up service per month under the DSL contract! Unfortunately, they'd starting billing me for my nonexistent DSL service based on the date the order was placed, not the date at which I could first install it and take advantage of it.
When I asked about equipment compatibility at the time the DSL order was placed, the rep pleaded ignorance, saying there was no guarantee that Verizon's equipment would work with EarthLink DSL. In other words, it might work, but since EarthLink didn't supply the hardware, I'd be on my own if I tried to use it. In desperation, I spent Sunday afternoon on 26 November poring through DSL Reports forum archives to find the information needed to manually reconfigure my Westell 327W modem to work with EarthLink, and eventually succeeded (thanks to forum member Doctor Olds; no thanks to EarthLink). Sheesh! The modem reports it's now running at 1792 kbits/s downlink speed and 448 kbits/s uplink speed, which is quite good.
It would have been a lot smarter on EarthLink's part to modify their procedures for existing DSL customers -- switch the DSL connection at the phone company's central office only after the installation kit was delivered and hooked up by the customer. That would have provided a seamless transition for me, with at most fifteen minutes to swap DSL modems and reboot.
(The EarthLink installation kit arrived on 29 November 2006, a week after it was shipped. I opened it to examine the contents and the packing slip, but haven't used any of the materials, since the equipment that I had been using with the Verizon DSL installation is still working fine, and the modem supplied by EarthLink has fewer features.)
(Update 9 December 2006)
The modem is still reporting 1792 kbits/s downlink speed and 448 kbits/s uplink speed. Error rate is zero. Flawless performance, so far. My service location is just under 4500 feet from the central office.
(Update 7 November 2007)
Just one hiccup about a month ago, where the carrier dropped for a few minutes. It required a modem reboot. Otherwise, no problems.
(Update 26 February 2008)
The Westell 327W DSL modem from Verizon just gave up the ghost, so I ended up using the ZyXEL P-600 series DSL modem from EarthLink after all. It has a rudimentary router built into it, a rather poor firewall which fails the Gibson Research online firewall probe test, and no wireless capability. I turned the modem's firewall and router off using the browser-accessible configuration screen, i.e., put it into "bridge" mode, and set the modem to automatically log into EarthLink via PPPoE, so that if the carrier were to drop, in theory the modem would automatically get my home network back online within about 10 minutes. Then, I bought a Netgear WGR614 v7 Wireless Router that has better 802.11g wireless range and a better firewall than the Westell 327W had, making my computers totally invisible to the Internet. The wireless chip set in the WGR614 is by Atheros Communications ( »www.atheros.com ), the same as in the WG511 networking card in one of my laptop computers, so they talk to each other flawlessly, though the WGR614 still has trouble talking to my Compaq laptop equipped with a Broadcom wireless chip set. (Broadcom seems to make cheap junk that laptop vendors love to buy because it saves them a few pennies, at the expense of customers of said laptops beating their heads against the wall because they won't reliably connect to 802.11 hot spots half the time.) I don't know what chip set the Westell 327W uses, but it wouldn't connect to Compaq and Dell laptops with built-in wireless networking either.
Followup comments:  GZ
join:2007-02-09
Torrance, CA
| Verizon to Earthlink - Westell 327w I'm in the same situation re: switching from
Verizon to Earthlink. Could you pleeeze tell
me how to reconfigure the Westell 327w or maybe
point me to the right posts by Doctor Olds?
I started this whole Earthlink trip back on
December 10th!
TIA | |
| fivebyfive
join:2006-11-26
Morgan Hill, CA
 ·EarthLink
·Verizon Online DSL
|  Westell 327W setup for EarthLink
Protocol = PPPoE
Account ID = [my_email]@earthlink.net
Account Password = [my_EarthLink_password]
DNS Primary = 207.69.188.171 (West Coast DNS)
DNS Secondary = 207.69.188.172 (East Coast DNS)
VPI = 0
VCI = 35
NOTES:• The modem maintenance login name and password are not necessarily the same as your EarthLink account login and password.
• If you live in the eastern half of the continental United States, swap the IP addresses for the Domain Name Servers, i.e., the East Coast DNS would be your primary and the West Coast DNS would be your secondary.
• The DNS IP addresses shown are for EarthLink's "Opt Out" servers. If you try to connect to a site that doesn't exist, you'll see an error message on the browser screen. This is the way your browser should normally work. EarthLink provides these servers but doesn't endorse their use. They would prefer that you use 207.69.188.196 (West Coast DNS) and 207.69.188.197 (East Coast DNS). These servers will redirect your browser to an advertising page of their choice if the site you want is down or doesn't exist.
• Remember, if you change your EarthLink login or password, these must also be updated in the 327W. If you don't, you'll be able to connect to EarthLink mail, but you won't be able to access most Web sites. | |
| | 
Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| Re: Westell 327W setup for EarthLink said by fivebyfive :• Remember, if you change your EarthLink login or password, these must also be updated in the 327W. If you don't, you'll be able to connect to EarthLink mail, but you won't be able to access most Web sites. Actually you will not get authenticated and will not get a PPPoE session if you change your Primary Username or Password and do not update your login credentials to match in the Modem. You won't be able to access email or any web sites until after you do that.
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? | |
| | | |
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 Review by jimbo48
UPDATED: 24 days ago
member for 7.5 years, 490 visits, last login: 1 days ago
Hayward,Alameda,CA
$100 per month (12 month contract)
about 21 days
Covad
"Fantastic set of tools. apps capabilities"
"Tech support/ Sales do not communicate or agree on anything and will lie to get a sale or blow you off a help call"
"Best deliveralbes for the money in my area. the Wire boys and the Cable boys are not even in the running"
| Pre Sales information:
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4-22-2008I've had Earthlink since the 14.4 modem days. Went to DSL with Earthlink/Pacific Bell program- a nightmare- filed a formal complaint with the FCC. Took 6 months before I was finally provisioned. I even had to "threaten" a SBC employee into giving me the DSL modem and filters when I found one in my neighborhood.(actually very nice guy who understood my frustration). Seems Earthlink "lost" my order and said they would send modem and filters out (after 6 months of waiting) . Initially terrible service reliability etc.and SBC and Earthlink pointing fingers at each others operations.
I'd been up and running on their 1.5 DSL (very stable) for about 2.5 years when I took the hook and went their Premium High Speed DSL. Their provisioning didn't match their sales ads/promises/lies- almost grounds for a lawsuit for bait and switch in my opinion. Terrible tech support- I've drained phone batteries waiting for a "tech support " person to answer much less care. They do know how to read their canned scripts though. That's not to say all tech support was terrible. There were some points of light in the sea of darkness, just not enough light to know where they're taking you..
Specs promised by ELNK "SALES"
8000 down /768 up
final provision speed 3MB/sec maximum 2.3 nominal/384 max with 300 nominal
Line was so unstable that they had to CAP me at 3.0 MB for download and 384 Upload- COVAD said I'm 12K feet from the CO-must be a LOT of twists and turns because I'm not that far by auto by a long shot( about 2K feet difference)!. ! still experience random DSL synch loss and poor VOIP quality yet they (ELNK) keep charging me their "Premium DSL" rate. They cut 5.00 off for awhile then turned around and added it back in (see post on DSL reports about the 5.00 surcharge). ELNK sales will say/tell you anything to sign up and their provider COVAD (here in the Bay area) can't deliver on the promises ELNK makes. ELNK then cites their "best effort" clause for everything related to promised vs delivered issues.
.
Its too bad that ELNK has slipped up so bad as their offering of DSL Voice and VOIP services is outstanding and well-priced IF they would/could deliver on what they say they would/could. Chalk this situation up to my being too trusting and uninformed -Thanks to DSLReports participation I know a LOT more
Price is 69.95 per month DSL and phone and another 24.95 for 2nd VOIP line
PPoE
WIN XP SP2 home, WIN XP Professional and Vista Home Premium, WHS2003
Zyxel modem P-660ELNK
ATA2100 VOIP router
dynamic IP
Linksys WRT54G router
Self installation- Earthlink charged too much to install
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 Review by lunarPlexus
UPDATED: 25 days ago
member for 5.2 years, 2201 visits, last login: a few minutes ago
Chicago,Cook,IL
$49 per month (12 month contract)
AT&T
"Very smooth startup;Modem came quickly;Installation a breeze"
"Customer Service; What customer service?"
"Excellent if you need a provider that just provides"
| Pre Sales information:
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Ordering online was straightforward. Modem came in about a week and the line was on. Plugged it in and synced right away. Speeds generally in the 1100-1250/108 range, which I think is great as I have a mess for inside wiring.
One day, after about 2 weeks of service, I lost sync. I tried all the steps in the help, i.e turn off modem, reset. No luck. Then, all of a sudden, I got alternating green and amber sync lights on my modem. Nowhere could I find what this meant. Not in the docs that came with the install kit and not on earthlink's site. I went to live chat support and after an hour with no response I gave up. I posted my dilemma on DSLR and got a quick answer that fixed me right up. This is why I say, "What customer service?" If any of my 49.95 a month (well, still in the 21.95 intro period) goes toward customer service, they should forward that portion to DSLR!
Update: 4/22/2008 Haven't had to have any interaction with Earthlink in several years - other than paying the bill. Service has been good. Speeds are adequate. I could probably get price lowered, but it's not worth my time. It's been like any other utility. That's a good thing.
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Review by blg
UPDATED: 27 days ago
member for 7.2 years, 2281 visits, last login: a few hours ago
Bothell,King,WA
$46 per month (6 month contract)
about 60 days
Verizon (ex GTE)
"Good speed, reliable connection."
"Long waits for Earthlink technical support."
"I think Covad makes the difference."
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I ordered on 1/13/01. Their order status page showed activation on 1/22. Got install kit on 2/1, modem, nic, filters and software. Hooked everything up, loaded software....NO sync. After 4 weeks of hours on hold waiting for TS(earthlink), colo meets, vendor meets, log updates, no log updates, it was suggested by COVAD tech that the modem might be bad (SpeedStream 5260). A week and half later recieved new modem and it synced. For the first week speeds were less than what I expected 400/70 - 10500ft from CO. Called TS (earthlink) - waited on hold only to have 1st level tell me "it's best effort, thats not a bad speed". I signed up for 1500/384. Asked for 2nd level and they called Covad. Covad had me on interleave? because of prior modem problems. Switched to fastpath. I've been getting 1200/110Mbps for the last 3.5 weeks. Took awhile, almost canceled.
5/17/01: Called TS and had my upload switched(reprovisioned)to 384. Now 1200/308.
11/30/03: It's been over 2 years and over all solid connection and speed. I'm lucky to have Covad as CLEC.
6/27/04: Called earthlink customer service 6/16/04 and was told my account through Covad would be upgraded to 3Mb by 7/5/04.
7/2/04: Tested 2411 / 309
4/15/06 Solid connection since Covad came out and had Earthlink replace faulty modem.
5/9/07 Still a mostly solid connection. I'd contact tech support, but I have to go through Earthlink to get to Covad.
4/19/08 Solid connection.
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Review by jonwebber
Posted: 32 days ago
member for 3.9 years, 4 visits, last login: 32 days ago
Trabuco Canyon,Orange,CA
$39 per month (12 month contract)
about 2 days
AT&T
"just trying to keep my old e-mail account"
"lose connection often, speed test often below 14.4k, paying for 6.5Mbps"
"about to switch after 12 years"
| Pre Sales information:
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working with Earthlink support, but my connection is like dial-up. speed test often below 14.4k, paying for 6.5Mbps. a neighbor says she has a similar problem with Earthlink DSL. also they won't support my Linksys router and want me to buy a router from them and agree to another 12 months of service. very disappointed. was an original mindspring customer 10 years ago
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Review by LightS
UPDATED: 41 days ago
member for 2.4 years, 295 visits, last login: 10 days ago
Granbury,Hood,TX
$29 per month (12 month contract)
about 1 days
Southwestern Bell
"Good Support, easy install, stable connection, Stable pings"
"Terrible Routing issues on the internet to Central / East coast!"
"Good ISP, support gets the job done."
| Pre Sales information:
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I ordered Earthlink DSL 1.5mbps down / 128kbps up on June 30, Got the modem, etc, on July 5. Would have had it one day earlier, but 4th of July..
So far I have had NO luck w/ DSL, and I am hoping that Earthlink will pull through.
No Luck? What?
Ok, I have tried ordering DSL about 3 times. Each time, through a local internet provider (Internet Texas), AOL, and SBC Yahoo!
Haven't Synced up once.
Same thing happened to my friend, he couldn't get it from SBC, but got it from Earthlink.
This raises my hopes 
I am currently on Wireless internet, that has INCREDIBLY horrible lag spikes, pinging the gateway at 800ms, and timed it, drops every hour or so.
What else confirms my hope that EL will work? Well, I did a CO Distance to my friends house, and mine, and both answer as "No Estimate" His DSL works, and works good. Stable, not too fast, but hell, better than nothing =)
DSL line is going to be activated tomorrow, and I will update review then =)
*Update July 10 2006*
Earthlink found a problem in my line! They sent a tech out, and called me when it was fixed! Sadly, I wasn't receiving sync because the phone line I was using was a bad one. But when it's up, it runs great! I'm having some routing issues, which I am confident that Earthlink will fix!
I knew that I would not get the 1.5mbps, I am nowhere near that speed. I am getting 188kbps. But, me having 56k for 5 years, damn this is good! Stable so far!
Go Earthlink!
*Update July 14*
I called to see if it would be possible for my DSL to sync up faster. I asked for Downstream specifically. They up'd it, but they also up'd my UPSTREAM. Now, my line is unstable, and they will not lower it :'(
Oh well, it's fast as hell for games, which I use it for! It's just the "I disconnect every 30 minutes" thing.. Well, a technician is coming out tommorow
*Update July 15*
So, the technician came out, and I don't know what he did, but it helped. I used to ping my gateway @ 50ms. Now i'm at 13ms ping 
This helps, GO EARTHLINK!
*Update December 23*
Well, I got my speed lowered to 768kbps down / 384kbps up for Line stability issues, replaced some cables, etc.
I'm hoping to get back to 1.5mbps downstream, as I'm tired of my 80kb/s downloads.
Pings are consistent, but routing is terrible. The connection has been stable for the last few months, though =)
I'm having trouble getting them to re-route my packets.. but alas, that has not happened yet. It will, though, eventually.
My price has went up to $29.95, also.
*Update July 1, 2007*
Been rock solid for half a year, except for a few weeks of extreme unstable connections. My routing is still disgusting, but I have been using GameRail, as it is a major help. All the people bashing it can stop judging and try it.
Meanwhile, my connection is still rock solid -- hoping for a Remote Terminal to be placed out here sometime soon. I've contacted SBC, and turns out my loop length is 19,100 ft. Awful, I know, but I must have a lot of luck as it works great!
Go Earthlink! Nothing but good talk here =)
*Update April 2, 2008*
Still running with my Earthlink DSL tried and true.
Sadly, I've had a lot of connection issues in the past days.
I hear a lot about the terrible customer support, but honestly the KEY TO GETTING SUPPORT IS BE POLITE.
If you're rude they won't even care.
Example, I was calling Earthlink earlier tonight to get my connection issues settled out and what do you know, I hear the beep of another caller. Exasperated from being on hold, I switch over. Low and behold, it's Earthlink! The guy tells me he is reprovisioning my line and to get onto my computer.
Ten seconds later, DSL resyncs, wha la! My DSL is chugging along happy as ever.
Note: this is the ONLY problem I have had in months. I haven't had ANY disconnects in about 4 months, I am very impressed!
*Update April 5*
Well, I think it's been a pleasant experience.
An AT&T guy came out, replaced the POS garbage modem that EL gave us, etc, and Monday we're going to attempt switching to AT&T for our ISP. Earthlink, I do like though.
Things I do NOT like -- they're basically a middle man!
Also, it takes forever to get things done, but when it gets done it gets done.
Also, it is a tad expensive for me.. so I'm going to give AT&T a call on Monday and try to get switched over..
I'll update and let you know how it goes
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Review by edr1073
UPDATED: 42 days ago
member for 7.6 years, 1400 visits, last login: 3 days ago
Stafford,Stafford,VA
$52 per month (12 month contract)
about 10 days
Verizon
"There aren't any good points anymore"
"Tech support is out sourced I get a guy named Jeff in India and we cannot understand each other."
"I am not getting the service anymore for my money. I am moving to Verizon.net"
| Pre Sales information:
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I now longer have Earthlink they talked themselves out of a custer by charging me for things like a modem that I didn't order. They have gone bad real fast.
April 4, 2008.
Sept 2000 is when my DSL was installed that went fairly smoothly. I was supposed to get 768/128. The first problem that I had was I got in the neighborhood of 128/360 in reverse. Come to find out I was provioned incorrectly by Verizon this took about 10 days to fix. The I have connectivity problem either I could connect or I couldn't. Several techs later I got one that made some good sense and things were fine. Then connectivity problems arose about two months later. A telco field worker came out after going through Genuity coodinating with Earthlink and Verizon this guy truely waisted my time. I was told that he would have a laptop to troubleshoot my connectivity problems he said he didn't know anything about having a laptop. I made contact with Earthlink so they could in turn speak with Genuity and Verzion. Verizon admitted that they had equipment problems and that they would be upgrading the system. About 6 months later I got consistant connection speeds 650/121. However, WinPOET would not stay connected. My always on DSL wasn't always on. Back to Erathlink Tech support I asked the question if there were any other software that I could use besides WInPOET, I installed Enternet 300, it is faster but, it still disconnects on me.I went throught the 7/24 e mail support through Earthlink. A second tech replied to give them three readings from different times during the day via DSL reports and 2Wire. I sent those results and a third tech wrote back that I should call in the tech support problem. I am tired of being put on hold or waiting 45 minutes to get into the QUE. I have replaced the NIC card with a new one based on what was told to me by the techs and also replaced the RJ-45 cable. I still don't have my always on connection that I pay for. Today I have 708/120 for a connection. Does anybody out there know if Adelphia PowerLink would be any better? I am really frusrtated with Earthlink. Verizon after having me download a flashupdate for my FUJITSU Speedport DSL modem and that would not work have sent me a new DSL modem after asking for a new one for about a year now. With the exception of 4/4/2002 when a cable/Fiber was cut in NYC, my speeds have been consistantly about 700/121. It has been alot better than what I had for the past 2 years. The Saga. Well, my pursistance has paid off a lot. With the help of a Linksys Router to make me disapear and not having a software binder. Well, lets just say that I am enjoying my DSL a lot better these days. I just wish that I could get a little more speed. Considering that I now have a consistant connection I have very few problems. I am not PRO EARTHLINK and I DO NOT WORK for them. They have improvded a considerable amount since I last up dated this saga. Anybody have any ideas how to make a FUJITSU connection go a little bit faster? I am supposed to have 768/128. A VERIZON CSR told me that these numbers are for a (burst) only and that I will never get 768/128. I wish that I would have been told that from the get go. I have a consistant 700/120 better but it could be improved upon. Of course when the customer gets in the middle of Customer Relations/ and the VENDOR the customer usually looses a little ground.
I read here on a forum that New Earthlink customers are getting a higher speed connection than us old cutomers. You would think that Earthlink would atleast offer an upgrade to a customer that has been with them since 1989. And DSL since 2000? Maybe I'll make a call and find out.
I have updated my system to XP Pro. This O/S seems to habdle this a bit better than W2K. There are still issues with connectivity but I do not hardley have connectivity problems it is pretty reliable, but could be a bit faster. I was told by 4 different techs at Earthlink that ibstead of having 768.128, I should have 1.5 Mpbs instead. Well, it turns out that I like the rest of you are at the mercy of the provider. Verison claims that they cannot make my connection any faster. I would suspect that they do not want to invest anymore money? But who knows for sure.
My last encouter with Earthlink help was when I discovered that I was being over charges slightly and having called the tech support a few times in the past I thought that I would try again. I am supposed to be getting 1.5/128. Any tests that I perform no matter where it is from, 2Wire any of them I am lucky to get 768/128. According to the tech support I am getting ed this is 1.5...???1.5/128. This is how they figure it. 768 down and 128 up =1.5? I must have fail in math but according to the tech support this is how I get what I am paying for...???
WE had a thunder and lightening storm 28 July. I always power everything down. When the sorm passed I booted everything up again but the Fujitsu modem would not recieve and data from the DSL side. So I thought that the lightening had fried my DSL modem. I went to Staples and bought another one with a4 port router and a firewall. I couldn't get anything to work. So I called Earthlink Tech Support. Jeff answered the phone. So I told him what had happened and that I bought another modem. He said that he couldn't support that because it is not Earthlink's modem and stuff. So I disconnected the new modem and reconnected the Fujitsu, and it all came back on data link and all. I could not connect at this point. A long story short Jeff had me remove my NIC and reinstall it sometimes drivers do get corrupt. I told him no less than 5 times that I had the drivers for it on adisk and he said that I had a bad NIC card. I did not believe that so I re-installed the drivers anyway. Well I got a connection but he had me make a local connection and that I had to make another connection through the connection setup. This is going on about 4 hours at this point. He did get me backup and running. But before we got done he had me ordering the home connection stuff a router Linksys (wireless) with 4 ports for copper. My router is a Linksys and he said he could not help me with it? I asked him how soon I would get my gear reminding him that it was about midnight east coast. He said that it could be overnighted and that I would get it on Sunday...??? I said are you sure it would be on Sunday...?? He said that a Earthlink employee would deliver it personnaly. NOT. I called cutomer support again on Sunday, I got a guy named Miles in Texas and told him what had happened. He laughed about the SUnday delivery and that Jeff had added another power supply to my order another $49.00 that I didnot need since the router allready came with one he cancelled it. Then we reconfigured my system in about 5 minutes. This guy Jeff wasted my time and almost my money.
I amnow ordering Verizon.net and it shows greater promise. DO NOT GOTO EARTHLINK. They are so much like AOL now it stinks.
Another think about Earthlink they are fram relay and not ATM circut. This limts your connection and they can control you better that way.
Ed in Stafford,Virginia
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 Review by oKubricko
UPDATED: 45 days ago
member for 6.7 years, 2023 visits, last login: 1 days ago
Miamisburg,Montgomery,OH
$44 per month
"Good Speed and Hardware"
"Of course, long waits on support. Self Install could use some better documentation"
"I wish I could have gotten in when it cost 39.95"
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(ratings match consensus)
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Using Earthlink Cable with Vonage for phone. Service has been rock solid for two years on both services. I would recommend it to anyone.
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 Review by DrStrange
UPDATED: 50 days ago
member for 6.8 years, 2588 visits, last login: a few hours ago
West Hartford,Hartford,CT
$49 per month (month by month)
about 45 days
Southern New England Telephone
"Reliable. Rock-solid for 6 and a half years"
"Outsourced tech support: Given 4 weeks, they couldn't fix a misplaced wire that resulted from a hardware migration at the CO."
"It's fine if it works 'out of the box'. Don't expect much of anything from tech support."
| Pre Sales information:
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(ratings match consensus)
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I ordered Earthlink DSL in July, 2001. It took about seven weeks to get up and running due to poor co-operation between Earthlink, Covad and SNET. I had to order the service on my second phone line when they couldn't get it to work on the first line. Once they got it running, it was flawless at 1536/384 and later 3008/384 [except for 51-hour outage caused by 9/11 that certainly wasn't their fault] until 2/1 of this year. On 2/1 the connection inexplicably went dead. I called India tech support and they ripped and rebuilt the PVC to no avail. A bit of asking around behind the scenes yielded the probable cause: There was a hardware migration from AT&T to Covad splitters [forced on Covad by AT&T] at my CO on 2/1. Someone apparently didn't re-connect my DSL correctly to my phone line during the migration. I forwarded this information to India tech support and they basically ignored me. They insisted [on 2/5] that the problem was (1) a bad modem [I had three working modems at the time], then (2) bad inside wiring [although I told them I had no sync at the NID, they had AT&T send a line tech to my house [2/12]. The line tech found [obviously] nothing wrong. India tech support's next excuse was that the line had suddenly, magically become 'technically not feasible' [3/3]. I responded by cancelling Earthlink. I changed my service plan to 'Premium E-mail' with no Internet access. For $5 a month or $49.90 a year, Earthlink will provide five e-mail accounts.
The 'technically not feasible' line is now running at 6016/768 [3/15] with a 19dB downstream margin. I switched to another Covad partner [reviewed separately] and Covad had the connection up and running nine days [3/15] after Earthlink was 'disconnected' [3/6; note: they'll try and keep the line 'connected' for up to a month unless pressed to disconnect immediately; the disconnect should take a week or less; mine was done in three days].
Earthlink used to have some first-class techs working in support. They also had an online presence at this site, which saved many customers from switching as I was ultimately forced to do. These operations have been entirely outsourced [and the online presence here is no more]. A few of the techs in India are competent, but the rest are script-readers. Earthlink's ill-conceived efforts at cost control have rendered its tech support operation useless for anything beyond common user errors, bad modems and circuit rebuilds.
I won't say 'stay away', but I will say 'be warned'. If you order and everything works, just pray to all that's holy that it stays that way. If it doesn't work [or it stops working] and they can't fix it on the first or second try, cancel and go elsewhere.
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Review by msargon
Posted: 52 days ago
(review was emailed from domain mindspring.com)
Alpharetta,Fulton,GA
$30 per month
BellSouth
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I have been with Earthlink since Mindspring was founded and was an early
sign on in 1995, maybe earlier. The service has gotten progressively worse
since the takeover by Earthlink and I can flat out say they basically suck.
Like Dell, there are no Americans in technical support. I am having line
issues now making my online experience extremely slow and I am repeatedly
asked to be patient. My Download is at about 1.24 but get progressively
slower, upload is maybe 130. I have managed to get them to lower my price
over time but I am looking into cable even as I type this. Unfortunately, I
don't hear that anything is that much better. I guess Bellsouth might be an
option on the DSL side but I haven't heard anything any better there.
Alpharetta, GA
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