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Review by gypsysmurf 
Posted: 1.9 years ago
member for 6.3 years, 11 visits, last login: 1.9 years ago
 Nashville,Davidson,TN
 Business customer
 $85 per month
 about 3 days
 AT&T
 "Price/performance"
 "Complete lack of service"
 "Stay away"
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My business in Nashville, TN had Earthlink DSL for quite a while. They were charging us well over $100 just because we were a business. Then, I discovered Earthwave.net.
They offered slightly better speed at a lower cost, with a free DSL modem, so I bit. We were up and running pretty easily with the kit they sent. I did have an issue in the first week or so, had to call them, left a message, heard back the same day, and got it working.
Well, when we didn't have issues, it ran fine. However, things took a major turn for the worse. I had a major problem where I lost internet and it didn't come back for hours. I did everything I could on my end without luck, so I gave them a call. I rely on my internet connection to run my registers and cross reference at work, so it's a necessity.
Unfortunately, I didn't hear back still several hours later, so I installed and signed up for a trial of dial-up internet (And no human should ever have to do this after experiencing broadband). I got one register running, so that's all I cared about.
THE NEXT DAY I hear back from their customer service, I describe my situation, tell him I've restarted the modem, etc...and he says he'll have to forward it on and they'll call me back. So they call me back, this time with Covad DSL also on the line (apparently they're really the ones running my DSL lines). They can't figure out the problem either, and tell me they'll have to call Bellsouth, who owned the routers closest to my location.
I NEVER HEARD BACK after that. Not at all.
I decided I'd give Bellsouth DSL a try since they're the ones who own the equipment closest to me. I called Earthwave to cancel my service, of course getting an answering machine. I leave my message that I'm cancelling, and figure I'm done with it. That was 4 months ago, and they've billed me every month since then. I've called numerous times, and nobody ever calls me back.
I hope if you think you want to try this company out, just try reaching them on the phone. Tell them you're a current customer and you need support, or that you are a customer that wants to cancel. See how quick they get back to you - if EVER.
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Review by telvis
Posted: 3.4 years ago
member for 3.4 years, 0 visits, last login: 3.4 years ago
Bryans Road,Charles,MD
Contract price not specified.
"Support is the worst ever!"
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I tried calling them to sign up...They ask to leave a message...
That is crazy!! What kind of ISP company asks you to leave a message??????? aside from not even calling you back...How does this company stay in business???
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Review by saxroots
Posted: 4.2 years ago
member for 4.2 years, 46 visits, last login: 13 days ago
Miami Beach,Miami-Dade,FL
$204 per month (12 month contract)
BellSouth
CLEC party: Covad
"Price sounds too good to be true."
"Nobody answers the phone... ever..."
"Telephone response is so bad I can't even place an order..."
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I saw Earthwave mentioned here on this site so I checked out the offerings and they have SDSL 1.5Mbps/1.5Mbps for $204/month... which is an amazing price... most others are over $350/month. Anyway, first I called the accounts department to check out the phone response - it goes straight through to voice mail. Then I tried tech support, it puts you on hold for about a minute and then goes through to voice mail. Then I tried the sales department (maybe they can explain why nobody is answering the phones) and guess what? That went through to voice mail as well. About an hour later, I tried all three departments again - exactly the same responses. Soooo.... I don't think I want to go with them (as much as I love the price).
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Review by lrowland
Posted: 4.4 years ago
member for 4.4 years, 75 visits, last login: 258 days ago
Baltimore,Baltimore City,MD
$95 per month
Verizon
CLEC party: Covad
"Support was fantastic and very patient."
"I was too far to get any reliable service despite already having another dry line."
"I was not able to get service with them due to technical problems but their customer support was very very good."
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Earthwave tried very hard to get me connected by working with Covad. The connection worked but not reliably not matter what they tried. The Technical support (especially Shazod) was fantastic to work with. They called me back, kept me informed, and generally bent over backwards trying to get me setup. Unfortunately, it just would not work. This review is my way of saying thank you to Earthwave support for all they did to help me.
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Review by juanjo1
Posted: 4.6 years ago
member for 4.6 years, 0 visits, last login: 4.6 years ago
Gaithersburg,Montgomery,MD
Business customer
$69 per month (month by month)
about 30 days
"Service is stable"
"Installation coordination was horrible!!! Also, sales rep. was VERY misleading!"
"If other service available, will switch!"
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I contacted initially contacted Earthwave because of their ratings and availability in the area...however, the sales rep. would quote one thing but it would turn out to be wrong! Also, covad, the installer of the DSL line was horrible with respect to coordinating with Earthwave as to when will equipment be installed. Tech support is ALMOST never available!!!
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Review by TGRAY
Posted: 4.7 years ago
member for 4.7 years, 0 visits, last login: 4.7 years ago
Homewood,Cook,IL
Business customer
Contract price not specified. (12 month contract)
about 19 days
Verizon
CLEC party: Verizon
"Sales-Professional approach with out "over selling.......""
"Non so far........."
"Have set themselves a high benchmark........hope they remain this good all along!"
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Noticed some good reviews on DSL reports about Earthwave. It was good to know that they the salesperson gave the basic information with out trying to over sell the products.
It was indeed good to find out that they were following my case all the way till the time the actual installation was completed because I did get the notification from them.
The DSL is pretty good, so far and I just hope that they can maintain the high bench mark that they have set themselves. I have no doubts that they are capable of doing, just that.
GL!
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Review by birutak
Posted: 4.7 years ago
member for 4.8 years, 3 visits, last login: 4.3 years ago
Alexandria,Alexandria City,VA
$82 per month
about 20 days
Verizon
CLEC party: Covad
"So far, completely reliable"
"Tech support sometimes hard to reach"
"Happy with it so far"
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I ordered ADSL 1500/768 for $82 a month for my residence. I have a 4 computer home network (wired) The ordering process and installation went extremely smoothly. Verizon came within a week or so and then Covad the following week. I was up and running very fast in less than 3 weeks. My only problem was setting up my outlook express properly. I'm not a techie and needed help. The tech support was fine, when I finally got to speak with someone (I think the tech support department may be small.) Once we figured out the outlook express settings, I have had no problems. I've had a fast connection every time. I'm happy with it so far.
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Review by absolutkt
Posted: 4.8 years ago
member for 4.8 years, 1 visits, last login: 4.7 years ago
Washington,District Of Columbia,DC
$81 per month (12 month contract)
Verizon
"very few"
"worst customer service ever"
"dont use"
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We were first attracted to Earthwaves claim to offer such a high speed for such a low price, and ordered their 6000/768 for 79.00 using their website. Our service was set up with no problems, but our connection proved to be extremely unstable. (We could only get about 20 minutes of uptime each day, if we were lucky). After trying to reach customer support through email and phone for one month, we were about to give up on our service. Finally we reached a technician who informed us that this is a very common problem and we need to downgrade our package to 1.5/384, which is being advertised on their website for 67.00. (a price which seems awefully high for the connection speed) Being upset that Earthwave knew they were providing us with unstable internet, I asked if they could discontinue our service with them. They said no, not without a 350 disconnection fee, and we were stuck with a connection that we didnt agree with in the beginning of our contract. That was in october, and they are still charging us for our initial dsl package. We have been trying to contact their billing department scince October, and they simply do not respond. Not to email, not to phone (which they never answer) not to anything. I am at my wits end, and am thinking about reporting them to the FTC.
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Review by twsa
Posted: 4.8 years ago
member for 4.8 years, 0 visits, last login: 4.8 years ago
Washington,District Of Columbia,DC
Business customer
$78 per month (12 month contract)
about 15 days
Verizon
CLEC party: Covad
"awesome service. always able to reach my personal sales rep."
"i would hire them again and again. conscientious service. easy access. fabulous company. totally happy customer"
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My company and I are totally happy with Earthwave. The sales rep was totally accessible -- excellent about returning calls, excellent about follow-up on concerns, and totally transparent about costs, details of service, timing, etc. It's hard to believe that such a great customer culture still exists -- but i'm a believer now. My company and i wish that we had switched to them earlier. The line was up before the scheduled time (they pulled some strings to get us scheduled earlier), and everything has been entirely smooth. The technical rep was very patient and constantly checking in to see that things had gone smoothly with the integration with our router and computers.
My office and I are still in shock about how GREAT this company was with us..totally validated our move from Broadview (which was ripping us off, billing incorrectly, and nasty and rude and surly too!!).
We are committed fans of Earthwave!
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Review by (hidden by request)
Posted: 4.9 years ago
(review was emailed from domain earthwave.net)
New York,New York,NY
$78 per month (12 month contract)
Verizon
CLEC party: Covad
"Great prices. Solid support team."
"0% downtime can't be bad"
"A+"
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I recently completed a 6 node wan using Earthwave as the primary broadband provider.
Its been three months and I have low latency all around (T1s and SDSL connections). The ADSL took some tweaking. Overall a very positive experience.
Cheers to Earthwave and the support team.
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