Re: Not happening on Earthlink Cable Customers in

Re: Not happening on Earthlink Cable Customers in http://www.dslreports.com/forum/r16773095 en Fri, 27 Nov 2009 23:43:12 EDT Fri, 27 Nov 2009 23:43:12 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16880275 madearthlink : To make matters worse the support has NO Idea how to repair these browsing issues. Please see text of my discussion last night.

Welcome to Earthlink LiveChat. Your chat session will begin shortly.
Not at home and you want to read your email? With EarthLink Web Mail you can check your email from any computer with an internet connection!

'Timothy M. ' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
earthlink_user@earthlink.net: many website are not displaying.
earthlink_user@earthlink.net: takes me to either google or earlink-help.net
earthlink_user@earthlink.net: this started today...
earthlink_user@earthlink.net: I've never seen anything direct me to earthlink
Timothy M. : HI Michael. Let me assist you with this issue.
Timothy M. : I'd like to inform that you get redirected to EarthLink site when entering Incorrect Web address to access a Web site.
earthlink_user@earthlink.net: how? I have no earthlink software?
earthlink_user@earthlink.net: radioshack.com?
Timothy M. : Are you getting redirected to EarthLink site when entering radioshack.com
earthlink_user@earthlink.net: yes
earthlink_user@earthlink.net: and abc.com
earthlink_user@earthlink.net: »earthlink-help.net/?d=error_eart···=abc.com
Timothy M. : Okay, click on the link below and let me know if you able to access the Web site.
Timothy M. : »abc.com/
earthlink_user@earthlink.net: no I'm not able to get to anything - and now it is not redirecting me to anything
earthlink_user@earthlink.net: another window opened on my screen attempting abc.com - are you in my computer?
Timothy M. : No, I do not have Remote sharing rights. I suggest you clear the cache and cookies in your browser and then try accessing Web pages.
Timothy M. : 1. Click on My Computer"
2. Click on Control Panel,
3. Click on "Internet Options"
4. Click on General Tab->There click on "Delet files..", Check the option "Delet all offline content" and click on O.K.
5. Once that is completed Click on delete cookies button, wait for the operation completed and then click on O.K.

Once you done the above steps close all the Browsers except this chat window, re-open a browser, test and let me know the result.
earthlink_user@earthlink.net: »www.google.com/search?q=abc.com
earthlink_user@earthlink.net: did not display abc.com
earthlink_user@earthlink.net: clicking the link to abc.com from google did not display the site...
earthlink_user@earthlink.net: as I've mentioned - this started today...
Timothy M. : I do understand your concern. Please close all the browser windows open and Re-open a new Internet Explorer window:
Timothy M. : Enter »abc.com in the address bar and hit enter.
earthlink_user@earthlink.net: close this window also?
Timothy M. : Then let me know if you able to access the Website.
earthlink_user@earthlink.net: nothing displayec
earthlink_user@earthlink.net: "The Page cannot be displayed"
Timothy M. : Please do not close the chat window.
Timothy M. : Please follow the instructions below and Reset Web Settings.
Timothy M. : To Reset Web Settings and file associations:

1. Open My Computer.
2. Open Control Panel.
3. Open Internet Options.
4. Click the Programs tab.
5. Click the Reset Web Settings button at the bottom (uncheck the Reset Homepage box if you want to keep your current Homepage).
6. Click Apply.
7. Click OK.

You may need to Restart the computer to check the new settings.
earthlink_user@earthlink.net: ok
earthlink_user@earthlink.net: will not display microsoft.com
Timothy M. : Okay, click on the link below and let me know if you able to access the Microsoft site.
Timothy M. : »www.microsoft.com/
earthlink_user@earthlink.net: what the hell! ANother window just opened and went to Microsoft.com...
earthlink_user@earthlink.net: You said you didn't have remote access?
earthlink_user@earthlink.net: I'm 10 seconds away from calling the FBI and reporting Earthlink for hacking into customer computers
earthlink_user@earthlink.net: I want a manager to call me immediately at 937-626-0216
earthlink_user@earthlink.net: Immediately
earthlink_user@earthlink.net: FBI Cincinnati Room 9000 550 Main Street Cincinnati, Ohio 45202-8501 cincinnati.fbi.gov (513) 421-4310
Timothy M. : Okay, I need to transfer you to my Supervisor for further assistance. Please standby while I transfer.
Please wait while I transfer the chat to 'Robert R'.
'Robert R' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
Robert R: Hello, I see you've already been chatting. Please give me a moment so I can read the previous chat and pick up where you left off.
earthlink_user@earthlink.net: ok
Robert R: Thank you for being on hold and apologize for the inconvenience caused.
Robert R: The issue you are having is because EarthLink is in the process of releasing a DNS error handling system across our network which will change the experience EarthLink ISP customers have when a non-existent domain is encountered.
Robert R: When a user types in or clicks on a link to a domain name that does not exist, the Barefruit system recognizes the error as it is being returned to the user?s browser and directs the user to a page hosted by Yahoo that attempts to determine the likely domain the user was trying to reach. Yahoo then displays a set of ?did you mean ..? links to likely domains the user was trying to reach alongside suggested search terms based upon Yahoo?s analysis of the domain the user was trying to reach.
earthlink_user@earthlink.net: How did new windows open that happened to coincide directly with Timothy's request?
Robert R: When we send any link to customer, it has the option to directly open the Page on customer's computer.
Robert R: This doesn't require the customer to click on the link.
earthlink_user@earthlink.net: "IT has the option" - What is "IT"
Robert R: I mean the Web Page sent by Timothy has an option to open the page directly on customer's computer.
earthlink_user@earthlink.net: He didn't send me a webpage. He sent me a link over an Instant Messaging service. How do I opt out of your barefruit service? I'm an advanced user and do not need your error handling.
earthlink_user@earthlink.net: This may very well result in a criminal probe. You are comprimising my privacy without my prior notification. Furthermore, the quality of your service is being degraded by your own folly.
Robert R: I'm sorry currently there there is no way to Opt Out for Barefruit Service.
earthlink_user@earthlink.net: How do you propose the resolve this situation? There are still many websites that do not display?
earthlink_user@earthlink.net: 6 months credit would be acceptable.
Robert R: You can send your feedback by going to the link given below:
Robert R: »support.earthlink.net/feedback/m···k/?add=1
earthlink_user@earthlink.net: How do you propose to resolve my browsing errors?
Robert R: The browsing errors will be redirected to the earlink-help.net
Robert R: And currently there is no option to get it changed.
earthlink_user@earthlink.net: So your suggesting that these challenges will not go away - you have no resolution - and I simply need accept a certain % of mainstream websites (including important financial site and company email) will no longer be accessible?
Robert R: It will redirect only the pages of non-existent domain.
earthlink_user@earthlink.net: radioshack.com , abc.com ,bearingpoint.com
earthlink_user@earthlink.net: microsoft.com
earthlink_user@earthlink.net: kroger.com
earthlink_user@earthlink.net: cbs.com
earthlink_user@earthlink.net: yahoo.com
Robert R: It seems to be the issue with the Browser settings that is not displaying the pages correctly. That is why we've provided the step for Resetting the Web Settings.
earthlink_user@earthlink.net: which I've done
Robert R: Have you rebooted the computer after following the steps?
earthlink_user@earthlink.net: Don't even attempt to tell me these are my websettings. This started today and we've been gone for a week (i.e. we didn't change anything)
earthlink_user@earthlink.net: Yes I've rebooted
Robert R: Are you getting these pages redirected to other web pages on different computer?
earthlink_user@earthlink.net: no
Robert R: You mean you are on same computer where you've followed the steps.
earthlink_user@earthlink.net: yes
Robert R: Then rebooting the computer should disconnect this chat sessino.
Robert R: *session.
earthlink_user@earthlink.net: I reset my websetting earlier today and rebooted - I'm a technology consultant at a Tier 1 System Integration Consulting firm
earthlink_user@earthlink.net: I know how computers work
Robert R: We are piloting a new product called Desktop Sharing which allows me to send you an automated task to help expedite this chat. It also allows me, with your permission, to take control of your computer via a secure connection to resolve the problem in the event the automated task does not successfully resolve your issue. Every action is automatically logged so you know exactly what changes are made to your computer. Would you like to start a desktop sharing session?
earthlink_user@earthlink.net: Hell no.
earthlink_user@earthlink.net: Clearly you have no resolution. Fishing around my computer for a spin won't change a thing. If you don't have any other suggestions clearly you have no resolution.
Robert R: Ok, I'll send you links from my side and let me know if you get the web page displayed correctly or not.
earthlink_user@earthlink.net: Shoot
Robert R: »yahoo.com/
earthlink_user@earthlink.net: Nothing displayed
earthlink_user@earthlink.net: The page cannot be displayed
Robert R: Let me know the Address of Web Page that you see on Address Bar.
earthlink_user@earthlink.net: »yahoo.com/
Robert R: That means it is not redirecting to earthLink-help.net page.
Robert R: And you are just getting error as "page cannot be displayed" Am I correct?
earthlink_user@earthlink.net: If I type yahoo.com - instead of you opening a window - it directs me to: »earthlink-help.net/?d=error_eart···ahoo.com
earthlink_user@earthlink.net: All that means is your system can't even distinquish typing a URL versus clicking a link
Robert R: Have you set the DNS Servers?
earthlink_user@earthlink.net: no
Robert R: 1. Click on Start -> Settings -> Control Panel -> Network and Dial-Up Connections...alternatively, you can get to the same location via Start -> Connect To -> Show All Connections.
2. Highlight the connection that is having issues.
3. Click on the File Menu -> Choose Properties.
4. Click on the Networking Tab.
5. Highlight "Internet Protocol (TCP/IP)".
6. Click on Properties.
7. Tell me what is listed for the Preferred and Alternate DNS. #PFR#/DUT/Dia/PC/WinXP/CheckDNS - XP View
earthlink_user@earthlink.net: 207.69.188.185
earthlink_user@earthlink.net: 207.69.188.186
Robert R: Let me know how are you connected currently?
earthlink_user@earthlink.net: DSL
Robert R: I mean EarthLink DSL or some other network?
earthlink_user@earthlink.net: earthlink
Robert R: Ok, please let me know all the web pages that are redirected with complete link in this chat so that I can escalate the issue.
earthlink_user@earthlink.net: earthlink_user@earthlink.net: radioshack.com , abc.com ,bearingpoint.com earthlink_user@earthlink.net: microsoft.com earthlink_user@earthlink.net: kroger.com earthlink_user@earthlink.net: cbs.com earthlink_user@earthlink.net: yahoo.com
earthlink_user@earthlink.net: That should be sample enough to escalate the issue.
Robert R: I don't mean the address of the Web Pages. I mean the Redirected web pages that you got.
earthlink_user@earthlink.net: »earthlink-help.net/?d=error_eart···ahoo.com
earthlink_user@earthlink.net: subsitute any of the above site for www.yahoo.com
earthlink_user@earthlink.net: I cannot access yahoo at all
Robert R: »www.yahoo.com/
Robert R: Now check if you are able to access the Yahoo or not.
earthlink_user@earthlink.net: Attempt Number 3: When you send me a link it displays "The page cannot be displayed"
earthlink_user@earthlink.net: When I type the URL it displays the earthink-help.net URL
earthlink_user@earthlink.net: How's this for broken: The page that displays has the following content: You entered "www.yahoo.com ". Did you mean www.yahoo.com?
earthlink_user@earthlink.net: They are the SAME URL!!
Robert R: Ok, I'll escalate the issue.
Robert R: Is there anything else I may assist you with today?
earthlink_user@earthlink.net: I want the phone number to your supervisor.
earthlink_user@earthlink.net: I want to speak with someone right now.
Robert R: You can contact our Head Office at 1-404-815-0770 (Timings: 8:30 a.m.?5:30 p.m. ET, Monday?Friday)
earthlink_user@earthlink.net: That's fine. I'd like to speak with your manager now.
earthlink_user@earthlink.net: Does your silence mean your ignoring me?
Robert R: I'm sorry my manager is not available right now.
Robert R: And there is no direct number to contact him.
earthlink_user@earthlink.net: He/she can contact me.
Robert R: You can email him at saurabhpa@corp.earthlink.net
earthlink_user@earthlink.net: How can there not be a direct line? What if you have a family emergency? Do they jump on technical support and hope to get you on chat?
Robert R: We have our own internal system to get contacted and I'm sorry I'll not be able to provide anymore information in this regard.
Robert R: You can email him your feedback.
earthlink_user@earthlink.net: You've got to be kidding. I have an urgent webcast at 7:30 am tomorrow and your simply telling me my internet won't work and that's it!!
earthlink_user@earthlink.net: Who do I call to cancel my service?
earthlink_user@earthlink.net: You don't even have a phone number?
earthlink_user@earthlink.net: What company doesn't have a phone number?
Robert R: EarthLink's Technical Support Department can be reached 24 hours a day, 7 days a week at 888-327-8454
Robert R: You can contact above number and ask for the Supervisor.
earthlink_user@earthlink.net: Do you have any resolution for these errors?
Robert R: The Resetting of Web Settings should resolve the issue. And you can also try typing complete address.
earthlink_user@earthlink.net: Attempted both of those several times - they did not work. Anything else?
Robert R: As both of these are not working I need to escalate the issue and I'm escalating the issue so that it can be resolved at the earliest.
earthlink_user@earthlink.net: Your technical support 888 number disconnected me b/c of "Extremely High Call Volume due to system outage"
earthlink_user@earthlink.net: Are you aware of a system outage?
Robert R: You can try connecting after some time.
earthlink_user@earthlink.net: Robert - I need you to tell me in writing you have no other avenue to provide assistance. You don't know what's wrong and do not now how to fix it.
Robert R: There are some issues with Dial-Up/DSL Connections, that is why we have call flow.
earthlink_user@earthlink.net: Are these issues related to the issues I'm experiencing?
Robert R: Do you have Anti-Virus/Firewall Software installed on computer?
earthlink_user@earthlink.net: No
Robert R: It is not because the issue with what you are experiencing.
earthlink_user@earthlink.net: I do use Windows Defender
Robert R: We've checked all the possible cause of issue and as you are still finding difficulties I'm escalating the issue to our engineers so that they can work on the issue and get the issue resolved at the earliest.
earthlink_user@earthlink.net: Please note the transcript of this message will be displayed in it's entirety as many locations as will accept. I'm going to use what precious spare time I have to inform as many potential customers as possible the ghastly nature of Earthlink service and support. Hopefully the management making these awful decisions will be fired and more customer oriented decision makers will be promoted in their stead. I can only assume Earthlink is getting kickbacks from Yahoo and Barefruit for this spyware service that undoubtedly tracks customer surfing behavior.
Robert R: I really apologize for the inconvenience caused.
earthlink_user@earthlink.net: I have no doubt of your concern. It is always the frontline associate that lives day to day with the customer that feels our pain. It is the upper management that is clearly quite removed from the customer. Hopefully our dialogue will shed light to Earthlink upper management how poorly they've addressed the basics of customer service.
END SESSION
]]> http://www.dslreports.com/forum/remark,16880275 Mon, 11 Sep 2006 08:32:40 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16776612 Hall : I use TreeWalk myself. I was asking *you* how you configured it.]]> http://www.dslreports.com/forum/remark,16776612 Fri, 25 Aug 2006 09:26:23 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16774564 woody7 : Just check out the sitea and it explains how it works, I'm lame at trying to explain. You download and install their program and run it. but it seems to be working for me better than Elink's.....which I was having issues with.
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BlooMe]]> http://www.dslreports.com/forum/remark,16774564 Thu, 24 Aug 2006 22:34:38 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16773253 nixen :

said by VR Laura

:

Ugh. It's happening to me. :hmm:

I'm in NYC with Earthlink ADSL via Verizon (768/128).

Today, I am very UNHAPPY about this. :(

Tomorrow, I will be very ANNOYED about this. :huh:

I expect by Monday -- if Earthlink is still doing this obscene redirection -- I will be really PISSED about this. :mad:

Laura

So... Let them know that Tuesday you will have a new ISP.

-tom
--
"Experience should teach us to be most on our guard to protect liberty when the government's purposes are beneficial. The greatest dangers to liberty lurk in insidious encroachment by men of zeal, well meaning but without understanding." -Louis D Brandeis]]> http://www.dslreports.com/forum/remark,16773253 Thu, 24 Aug 2006 18:53:53 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16773095 anon : Gee, Cox HSI always sends me to Google. Smart!]]> http://www.dslreports.com/forum/remark,16773095 Thu, 24 Aug 2006 18:32:42 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16772951 Doctor Olds : 207.69.188.185, 207.69.188.186, 207.69.188.187

ns1.mindspring.com
ns2.mindspring.com
ns3.mindspring.com

Try those as that is what DSL customers are given.]]> http://www.dslreports.com/forum/remark,16772951 Thu, 24 Aug 2006 18:02:08 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16772415 dentman42 : Just did another test. Created an SBC/ATT dialup connection (had DSL for 7 months, first time I've used the dialup!) to verify that I get redirected on this connection. Put "homepage" in the address bar in IE and got the information.com page (no "future home of" blurb this time) - resolved to 69.25.212.180. (First attempt it failed due to an earlier attempt to block the page - I had to rename my hosts file which was redirecting urlforwarding.domainsite.com, searchportal.information.com, and ppc-parked.domainsite.com to localhost). This was as much of the redirect as I have been able to trace. Since it occurs on many ISPs, you guys should be able to duplicate the redirect.]]> http://www.dslreports.com/forum/remark,16772415 Thu, 24 Aug 2006 16:30:45 EDT different dns servers http://www.dslreports.com/forum/remark,16772329 StaticMan : no you do not have to use their dns servers, there are public servers available, specifically 4.2.2.2 and 4.2.2.1, set them up on your pc and you should be fine.]]> http://www.dslreports.com/forum/remark,16772329 Thu, 24 Aug 2006 16:16:08 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16772296 Hall :

said by woody7

:

you don't have use their dns servers do you?, I have been using "treewalk" (»ntcanuck.com/) for a long time and haven't had a problem.

Even TreeWalk has to get it's information from somewhere, so what DNS did you configure it to use ?? ]]> http://www.dslreports.com/forum/remark,16772296 Thu, 24 Aug 2006 16:11:01 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16772293 VR Laura : Ugh. It's happening to me. :hmm:

I'm in NYC with Earthlink ADSL via Verizon (768/128).

Today, I am very UNHAPPY about this. :(

Tomorrow, I will be very ANNOYED about this. :huh:

I expect by Monday -- if Earthlink is still doing this obscene redirection -- I will be really PISSED about this. :mad:

Laura
--
»www.queenofcyberspace.com/usenet/]]> http://www.dslreports.com/forum/remark,16772293 Thu, 24 Aug 2006 16:10:32 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16772210 GigahertZ420 : There is something you just don't do as an internet company. Screwing with DNS in any way is one of them. When will companies learn that when you mess with DNS, you get blacklisted.

Same bullcrap was tried by Verisign and they got bitch slapped for it. I know of many people in the IT field that said, "not so fast verisign, we will just blacklist your effing DNS servers"

If you want to try this internet companies, setup an alternate DNS and allow people to manually change their DNS to your "i'm a location bar typing noob" DNS servers. DO NOT MAKE THIS THE DEFAULT!!@!]]> http://www.dslreports.com/forum/remark,16772210 Thu, 24 Aug 2006 15:53:44 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16772168 dentman42 : There's someone out there doing this for URLs without a domain name, though it doesn't seem to happen on all ISPs (I've seen it on Road Runner, Cox, Comcast and BellSouth for sure, and I think I've seen it on SBC/ATT). I first discovered it because of my employer's VPN - people try to access an internal site (no domain name, for example "http://homepage") while not on the VPN and get redirected to "Future home of .homepage information.com". I've tried this on my own machines with no VPN software installed and duplicated the results - basically any URL without a domain gets redirected instead of failing a DNS lookup, and the "information.com" page (IP always in the range 69.x.x.x) will pop up a couple more windows if popups are not blocked, at least one of which usually attempts a drive-by download. I'm really surprised I haven't seen this mentioned here as it started almost a year ago.]]> http://www.dslreports.com/forum/remark,16772168 Thu, 24 Aug 2006 15:47:48 EDT Re: Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16771994 woody7 : you don't have use their dns servers do you?, I have been using "treewalk" (»ntcanuck.com/) for a long time and haven't had a problem. JMT
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BlooMe]]> http://www.dslreports.com/forum/remark,16771994 Thu, 24 Aug 2006 15:19:13 EDT Not happening on Earthlink Cable Customers http://www.dslreports.com/forum/remark,16771931 sonofjay : Not happening here using either:

rns1.earthlink.net
rns2.earthlink.net]]> http://www.dslreports.com/forum/remark,16771931 Thu, 24 Aug 2006 15:10:03 EDT