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Jim Bob Jr
@2wire.com
| Earthlink is outsourcing the last of it's US techs Hey guys, I just thought I'd share this little tidbit, The Earthlink techs that post here aren't alowed to tell you a whole lot about what's happening, They are in the Tier 3 department which will be around for a little longer (but good luck getting in touch with them outside this forum) That's the reason you don't see near the number of techs from there posting on here anymore (they all quit).
I know that stacey and naomi still get on here from time to time but they can't do everything for us. Soon they will be out of a job as well. Earthlink is outsourced almost completely through a company called WEST telecomunications, The few Earthlink employees that were working in atlanta, the engineers ( the guys who fix the really hard stuff and can fix stuff behind the scenes) were outsourced a couple months ago, the earthlink business technical was outsourced to philipines last month, and now they are outsourcing the last bit of employees that they had in their tier 2 department here, as well as the rest of the billing department and bi-lingual agents that they had here.
I know this is a bit meaningless and a bit of a rant but I thought I'd warn you guys no longer will you be able to demand a us agent when you talk to tech support because other than tier 3 (for the moment) there is none, and like I said good luck talking to them because they don't just talk to anyone.
Ok that's my rant, let the flame war begin. | |
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jim bob jr
@sbcglobal.net
| Unfortunately I think the new ceo is part of the problem, I'm pretty sure that michael lundsford only has one thing on his mind and that's the bottom line. If earthlink is willing to outsource their business customer's tech support (these guys pay substantially more in some cases for their service than consumers do) then why would they care about outsourcing residential tech support.
The only saving bit of information that I've heard (but this is rumor I have no proof) is that west's contract with Earthlink is fixing to be up and Earthlink has decided not to renew it. I'm hoping this is true, I know that earthlink had begun to listen in to certain calls (you know how it says this call may be monitored or recorded for quality purposes) and was not happy with what was happening, the constant transfers the lying (I know for a fact that tier 1 techs will cry outage when there is not one) among other things.
These are things that I know Earthlink is not happy about and wants to change, what they are going to do to make those changes is the important thing. One thing you have to keep in mind when dealing with their tech support is they have certain stats they have to keep up with one of them (the most important one to west) is their call time, I know for a fact that the tier 2 call time was supposed to be kept to an average of 16 minutes, now this is generally enough time to fix basic issues but not near enough time to tech more complicated software issues. That's why it seems like the techs are desperate to get you off the phone, that's also why some of you get transferred needlessly ( to lower the average call time).
Hopefully what I heard is right, I know it is in every body's best interest because west does not care about the customers they care about making money and in most cases west makes money off of each call their agent takes, that's why they make the average call time such a high priority there. As long as they can get you off the phone and the next customer on it they don't care. Just thought you guys should know these things.
I'll post more if I can think of anything.
If any of you have any questions please feel free to ask I'm gonna check in on this thread later on in the evening. | |
| 
Splitpair
Premium
join:2000-07-29
Cow Towne
 ·T-Mobile US
| said by Jim Bob Jr :
Earthlink is outsourced almost completely through a company called WEST telecomunications, You sure that is not West Corporation as they provide a combination of fixed location and home based call center support for a number of Cable ISP's already.
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. | |
| | chitownvet
join:2006-11-13
Chicago, IL
| Re: Earthlink is outsourcing the last of it's US techs I fail to see the logic in this decision. If the ultimate long term goal for the company is a dissatisfied customer base, unintelligible and unskilled tech support people, incredibly long waits for phone support, and expecting the customer to do more than 50% of his own tech support than I guess they might be successful in their minds. As long as they milk it for all the profit they can get. Word will get around fast and they will fall like a lead zeppelin.
Personally I won't stand for it, I'll leave as soon as I can if a better option comes my way, or if I have to solve my own problems on my own time (as I have a few times already, with the help of this much needed forum!). | |
| |
haditwtechsuppt
@wholefoods.com
| Wow, please post exactly the name and which providers are using them - it was such a completely unacceptable experience (i cried, i began having acid reflux at 2AM), i don't want to go to any internet provider that has that same setup. I felt like a freshman at a frat party... | |
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Jim Bob Jr
@swbell.net | Corporation, communications, you get my drift. Truthfully on the checks it says telemarketing. So anyway I'm still checkin in if anyone has any questions feel free to ask, I'm not sure if I can answer all of them but I'll sure try. | |
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jim bob jr
@2wire.com
| I guess nobody has anymore questions, oh well like I said feel free, if you can't tell I do have a bit of inside info. I guess it's all pretty self explanitory but I do know quite a bit about the situation. Anyway best of luck to everyone, You're gonna need it. | |
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AtlGuy
join:2000-10-17
Marietta, GA
| Re: Earthlink is outsourcing the last of it's US techs said by fatness  :What is an appropriate number of rocks to throw at Earthlink? How many ya got? 
I feel sorry for Earthlink's customers having to deal with the horrible, horrible tech support they now provide and have provided for a while.
I remember calling their "support" for several transcriptionists who worked for one of my company's clients having an issue connecting to our servers. All of their traceroutes crapped out at the same point, so I asked the rep for an email address for me to send all the traceroutes to, showing them the problem. Of course I kept getting the clear your cookies, etc. crap. After about 30 minutes of getting nowhere I finally just hung up. Luckily a coworker of mine had a contact that still worked in their NOC, so I asked her to provide him with my information and he confirmed it was an issue with one of Sprint's routers. That took all of 3 minutes.
I will never ever ever use that company or recommend that company to anyone...ever.
Good luck to all the employees losing their job. Look at this way, it can only get better after working at a hell hole like Earthlink. I know because I used to work there (around the time of the Mindspring/EL merger). The fun place that I knew and loved is long dead. | |
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skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA
Host:
Charter HSI/CATV
Earthlink DSL
Embarq
ISP b2b etc
Cisco
1 edit | Thanks for the info. That is indeed sad news in terms of what Earthlink is doing. Much of overseas outsourced tech support is really only good for the most simplest of issues. Unfortunately, you have to jump through so many hoops to get to someone who knows more than the basics. The fact that they are now getting rid of the more knowledgeable support personnel is very disappointing and will only serve to increase subscribers' frustrations with the quality of tech support that is offered by Earthlink.
--
The foundations of character are built not by lecture, but by bricks of good example, laid day by day. | |
|
Jim Bob Jr
@2wire.com
| As far as I know by the end of next week the US end of tier 2 is gone, so that priority callback number kevin gave out will no longer get you a US tech. I do know that tier 3 will be staying a bit longer so those of you that have their number and pin will still be able to get in touch with them but as we all know they only handle the really seriously messed up issues (as it should be with a department so high up). And I'm not sure how much longer they're going to stay.
As far as I'm concerned throw as many rocks as you can they have it coming. I don't really know what their thinking is behind this, maybe they think that muni-wifi is the wave of the future for them, maybe they're counting on BPL, there are a lot of things they have in the pipeline but I do know that for now they won't have any us tech support for dsl.
If you guys have anymore questions feel free to ask I'm not always on here but I try to check in when I can, I wish you all the best of luck and hope that none of you need to call tech support in the near future. | |
| | public
join:2002-01-19
Santa Clara, CA
 ·DSL EXTREME
| Re: Earthlink is outsourcing the last of it's US techs said by Jim Bob Jr :
I don't really know what their thinking is behind this, maybe they think that muni-wifi is the wave of the future for them, maybe they're counting on BPL, there are a lot of things they have in the pipeline but I do know that for now they won't have any us tech support for dsl.
It is the bettie legacy. Hollow out the company to make it look more profitable, and dump the remains onto a gullible buyer.
Unfortunately bettie could not even get that part right.
So in the meantime wrap you modem in tinfoil, soak in elephant urine and call back in two days. | |
| | | | | nort_enidan
join:2006-10-03
Atlanta, GA
| the TRON department for aDSL w/c is the tier 3 tech support was given to the Earthlink counterparts in the Philippines, May of 2005. It was passed on to India sometime between March-April of 2006 when Phils. totally took charge of LPV. The only techs left in Atlanta back then was NOC [network operations center] and the SWAT [i dunno what that means hehehe] team w/c i believe was the team where Naomi and the rest of the guys in this forums belong to. Before i left Earthlink a few weeks back, part of NOC was already handled by Indian techs. I personally disagree with that decision - the Atlanta NOC techs can fix network problems no matter how hard they were unlike their indian counterparts who would just tell us "i'm sorry i don't know how to do that and there are no available Atlanta techs at the moment.." | |
| | AldousSky
join:2007-05-28
La Vernia, TX
| Hey guys. This is Kevin... i used to post as elnk_kevin back when i worked for earthlink. I just wanted to let you know that this is most definately not a rumor. It is completely true... every word. Thanks for saying it, Jimbo... i was about to do it if no one else did. The only recommendation that I have, is, if you are out of your contract and can, end your service with Earthlink and get service with a real isp... One that will treat a customer right and not make it's customers... some of which paying hundreds per month... talk to someone they can't understand and who has difficulties understanding them. And Jimbo... a personal note... thanks again. It's been good to see your face again. It'll be cool working with you at 2wire. | |
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amigo_boy
join:2005-07-22
Tempe, AZ
 ·Cox HSI
 ·magicjack.com
| Re: Earthlink is outsourcing the last of it's US techs said by AldousSky :end your service with Earthlink and get service with a real isp... One that will treat a customer right and not make it's customers... talk to someone they can't understand and who has difficulties understanding them. A few comments:
1. As you said in a subsequent post: Almost everyone of any size is going offshore. I doubt I could move to anyone different who isn't doing the same thing.
2. I've not had any problem with EL's offshore support. In fact, I've always been satisfied.
3. I've had no trouble understanding them, or being understood.
4. I've had far worse experiences with domestic support staff. Recently I considered moving to Kite Networks (municipal wifi). I was less satisfied dealing with their support (who speak 'Merican) than all my experiences with EL's offshore support.
That's just me. Maybe I've not had one of the big hairy problems others have had.
What I don't like about offshoring is that it is essentially unfair, unfree trade. You could work for $10k a year (and compete fairly) if you could opt out of society's forced standard of living (like trash pickup, sewage treatment, water quality, environmental protection, building codes, etc., etc.). If you were allowed to use your gutter as a sewer, your backyard as a smelting plant, and add 5 stories to your house to have rental income (regardless of building codes or zoning) you could work for a lot less money.
Something seems perverse about a society *forcing* someone to live with all this "overhead," and then shrugging its shoulders when you're forced to compete with those who don't, saying "it's just a free market." There's nothing free about that.
Mark | |
| | | chitownvet
join:2006-11-13
Chicago, IL
| Re: Earthlink is outsourcing the last of it's US techs Wonderfully said. Rampant capitalism is inherently evil. The world of Charles Dickens is quite like our world of today.
I have had my share of spats with the "offshore" so-called English speakers. I've found that it's the intricacies and the nuances of our language that they cannot fathom. One must speak to them like one is talking to a child. At least an American from any corner of our nation can understand you, even with a thick Chicago accent... | |
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amigo_boy
join:2005-07-22
Tempe, AZ
·Cox HSI
·magicjack.com
| Re: Earthlink is outsourcing the last of it's US techs If the tables were turned, and a huge number of jobs paying $80k (instead of the average $30k) were available in one field, Americans would do the same thing Indians and Chinese are doing. Everyone would go where the employment is regardless of how suited they are to it. Consumers of those services would be just as dissatisfied.
I just think it's important to realize Indians are no different than us. It's not even the language issue. If you deal with an Indian who has an intuitive aptitude/passion for her work there wouldn't be much to talk about. If you deal with an American who lacks that "fit" for their work, it wouldn't matter that she speaks English. (We just don't have that many bad fits because we don't have the huge influx of jobs like India or China does, attracting everyone and their grandmother.).
It's also not really Earthlink's fault. Everyone's doing it. It's been going on a very long time, and it's become a matter of survival. If it's wrong (for the reasons I mentioned earlier), it's a political issue which should be fixed with legislation.
I don't know if it can be fixed politically. I wouldn't rule it out as "tampering with free markets." We do that all day long, from social creation of corporate charters (a fictional entity who serves as the "fall guy" shielding officers and investors from their own personal liability). Or, the SEC and banking regulation which interferes with willing buyers and sellers in the name of moderating raw market forces. Or, even food quality laws which prevent me from selling unsanitary food even if I can find willing buyers.
Maybe it can't be fixed. In which case it would serve as another validation of our progressive tax system. That those who benefit the most from the kind of unfair, unfree market conditions like offshoring owe progressively more than those who are destructively impacted by it.
There's something perverse about dismissing it as just "normal free market conditions." If that were true, then let's take down all the other social moderations to raw, free markets so that everyone gets to enjoy it like tech workers have for the past decade.
Mark | |
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jimbo48
join:2000-11-17
Hayward, CA
·AT&T DSL Service
·EarthLink
| Re: Earthlink is outsourcing the last of it's US techs I don't want to hear the sentence."It's not really Earthlinks fault" Earthlink is most assuredly at fault. It was ELNK that made the decisions to gut their domestic staff. It was ELNK who turned their backs on poor customer service, border-line bait and switch ads rude, incompetent sales and 1st line Tech support. It wasn't the outsourcing companies that made the decision for ELNK. What I do say is that ELNK made these decisions for financial reasons as does every company. Right or wrong ELNK made decisions and will have to live or die by them. ELNK will most likely fall by the wayside as another company that put maximizing bottom line short term revenue over all else. Their products and offerings are great IF you receive what they promise, advertise market etc. If only I had the knowledge base of a Dr Olds I wouldn't be as fearful of this industry and the bald-faced lying that is rampant from all of the major ISP offerings. They rank up there with Cell Phone providers in my book of industries I wouldn't trust with my ex-wife. | |
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Splitpair
Premium
join:2000-07-29
Cow Towne
·T-Mobile US
1 edit | said by chitownvet : One must speak to them like one is talking to a child. That will not work one can speak to them like a machine and that will work but not as a child.
There are weeks that it seems I do nothing but work with Covad’s India based tech/test support people and I have learned as you have don’t get off the subject and don’t jump ahead of their questions. I also learned early on I was causing some of the problems by speaking a bit too fast and using industry acronyms. Other than that I have had no problems communicating with or understanding them. I also understand the issue from the other side as I also provide tech support to technicians. There has been more than one time while on the phone trying to answer a question I have thought to myself “what the heck is he talking about”?
At least an American from any corner of our nation can understand you, even with a thick Chicago accent... I don’t know how it is nowadays but I was up that way in 86 for switch training and I had no trouble understanding people though they where somewhat puzzled by my accent.
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. | |
| | | alexland
join:2007-05-20
New York, NY
| said by amigo_boy :What I don't like about offshoring is that it is essentially unfair, unfree trade. You could work for $10k a year (and compete fairly) if you could opt out of society's forced standard of living (like trash pickup, sewage treatment, water quality, environmental protection, building codes, etc., etc.). If you were allowed to use your gutter as a sewer, your backyard as a smelting plant, and add 5 stories to your house to have rental income (regardless of building codes or zoning) you could work for a lot less money. Something seems perverse about a society *forcing* someone to live with all this "overhead," and then shrugging its shoulders when you're forced to compete with those who don't, saying "it's just a free market." There's nothing free about that. Mark Scary thoughts come to mind...
As multinational corporations are no longer tied to any particular national interest, those who are diversified around the world may one day decide to stop doing business in the US (since it's too expensive, too regulated, etc.).
Just as we lost our manufacturing, we may lose essential other services as well. Even if they don't leave completely, but rather substantially reduce their investment into the ongoing maintenance and support (what is beginning to happen now), the widespread decline in quality of services will negatively affect the US economy, which will, in turn, cause them to further divest themselves from the US operations - a positive feedback with a disastrous outcome.
Is it time to move to China yet? | |
| | bmaasjr320
join:2006-03-14
Vancouver, WA
| AldousSky, that's exactly what I did one year ago. I was already out of contract. So I took my DSL service to a local ISP. I simply left because I was having a sync issue after being upgraded to 6.0/768 speed.
I was trying to explain to the offshore techs about my line problems. But no, they said everything looked fine from there end. Yeah right what about my end. I found out a few weeks later from my local Telco. The problem I was having turned out to be a ground fault in my drop line.
FWIW, There is an Earthlink company here in my hometown call New Edge Networks. A few months ago our local paper did a story. On Earthlink's new found acquisition serving business to business customers.
In the picture Earthlink had sent out one of there corporate types from Atlanta. To give a big pep talk to local sales staff. Once I saw this picture I knew right away. It would only be a matter of time before Earthlink would go downhill.
BTW does anyone know where Blinky went. | |
| AldousSky
join:2007-05-28
La Vernia, TX
| And by the way... to those wondering... most isp's, as well as most large name corporations... outsource at least part of their tech support. West alone had Comcast, Earthlink, and Cingular.
Also... on the Earthlink side, west was not the only company that they outsourced to. The one we worked at in Universal City, Tx, just happened to be a west call center. There are other, more than likely equally as bad, call centers out there. | |
| |
itsnotfairvideo
@qwest.net
| Re: Earthlink is outsourcing the last of it's US techs Congrats on getting out of there Kevin. I know what you went through. I was there for many years along with others that post on this forum.
»[General] Earthlink Tech Support
Were you there back when the omaha center was still in operation? | |
| ldyryslin
join:2007-07-16
Lakeland, FL
| Wow..
I contacted some of the few of what was there not to long ago, I used to post here to help yall. I got Doc'Old's up and running at one point when he had tore this forum a new one looking for aid (original closing of the in house support, when all call support went to outsource cept for TRON)
I moved on to QA for a bit before my health took a nosedive.
I don't get how one can outsource NOC or Biz support, but I watched them do it.
Salute to the Mindspring mentality.. Elnk killed it well.
-wave-
old elnktra | |
| | 
fatness
subtle
Janitor
join:2000-11-17
fishing | Re: Earthlink is outsourcing the last of it's US techs Hi Tra, nice to see you again.  | |
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skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA | There you are!
Good to see you back. Hope everything is ok with you. | |
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Splitpair
Premium
join:2000-07-29
Cow Towne
·T-Mobile US
| said by ldyryslin :I don't get how one can outsource NOC or Biz support, but I watched them do it. old elnktra The theory is if you look at a screen it matters not where that screen is located.
Truthfully it comes down to what a company is willing to plow into tech support as it is generally seen as a profit killer not a center.
Going local is no promise of good support does anyone remember Client Logic?
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. | |
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Splitpair
Premium
join:2000-07-29
Cow Towne
·T-Mobile US
| Re: Earthlink is outsourcing the last of it's US techs said by fatness :While going local doesn't guarantee good support, there is no arguing with the empirical evidence in this forum that EL tech support has declined overall, on all levels, as they've oursourced more of it overseas. I agree but do you think that is the result of going overseas or going for the lowest cost outsourcing of tech support?
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. | |
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fatness
subtle
Janitor
join:2000-11-17
fishing
·EarthLink
Host:
Earthlink DSL
TekSavvy
Forum Feature Requ..
Need Site Help?
Rants, Raves, and ..
| Re: Earthlink is outsourcing the last of it's US techs Both. Lower cost help usually means worse service in any business. And going overseas introduces language difficulties in addition to worse support capabilities.
Really, if the tech support isn't closely tuned to what the rest of the provider is doing (sales offerings, outages, congestion, network difficulties), it's basically working blind. EL has fragmented their tech support and does not let the various levels see what they need to see to provide help.
--
Sure, that'll work.. | |
| | 
Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
1 edit | said by ldyryslin :Wow.. I contacted some of the few of what was there not to long ago, I used to post here to help yall. I got Doc'Old's up and running at one point when he had tore this forum a new one looking for aid (original closing of the in house support, when all call support went to outsource cept for TRON) Yes, you did indeed.  I still have your old corp address. All your previous hard work was greatly appreciated.
said by ldyryslin :I moved on to QA for a bit before my health took a nosedive. I don't get how one can outsource NOC or Biz support, but I watched them do it. Salute to the Mindspring mentality.. Elnk killed it well. -wave- old elnktra Hope you are on a better track health-wise. Nose dives are no fun, None at all. I will keep you in my thoughts and ask that big guy in the sky to keep you in good health. You have been missed very much here and I wish you nothing but the best of health and finances.
Take care lady and drop by whenever you feel like popping in to say hi!!
Regards,
Doctor Olds
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? | |
| | | ldyryslin
join:2007-07-16
Lakeland, FL | Re: Earthlink is outsourcing the last of it's US techs Good to see ya'll too.
Best thing that could have happened was for my health to make me stop and think things over.
Much thanks for the good wishes to all!
Tra | |
| | | | |
See 11 replies to this post | |
dbarber
join:2000-07-25
West Chester, PA
| I think that ELNK_Stacey is gone. She last logged in here 4 days ago. I have repeatedly PMed her, to no avail. With all the screwups with my current problem, I'm about to go elsewhere. The problem is that the rest of them are as bad or worse.
--
These opinions are strictly my own. However, if you really want them, we can negotiate. | |
| exBATS
join:2007-07-22
| Well, most of you seem to be surprised at this move of outsourcing with EL. Here's a little bit of cold hard truth. I started with West as a tech for EL when they first got the contract. THAT, my friends was the beginning of the end for U.S. based tech support from EL itself. When EL came to West to outsource their TS, that was a red flag in my book. Then West started sending trainers to Makati, Philippines to get them up to speed (they were to assist us with call volume... ya right!). It became very apparent that West was being used as a "middle man" if you will. Once Makati became trained, West started loosing lines of TS to them. We were even in chat with Makati to assist them when they had issues they could not resolve (which was most of the time). Then Makati started sending trainers to India (Bombay, Hyderabad, to start). We were also in chat with them. The cold hard truth has a way of numbing you and unfortunately, giving you a serious attitude. It is extremely unfortunate for EL's customers, that they are treated the way they are (still getting charged an arm, leg and first born) for the service they choose and then when they complain about the TS, it falls on EL's deaf ears as they obviously could not care less. Tier 3 TS will be gone soon as well. On the subject of demanding a U.S. agent, that was a joke from the start. Customer's in the beginning would actually be transfered to a U.S.(English speaking) agent. Then it was discovered that the agents in India, given language classes to help with removal of the Indian accent and changing their names to "U.S." sounding names, was an answer to the "I want to speak to a U.S. agent" problem.
I still get calls from time to time(to my cell phone) and emails from current EL customers that I have built a rapport with, having issues. Granted, I don't get paid for giving them assistance, but I have a huge problem with good, hard working people getting "taken" on something that they depend so much on and can't get help with.
Now let's address this CEO issue... Lundsford is just another puppet in EL's "Grand Scheme" of things, to get to the much sought after..."Bottom Line", to continue filling their coffers. Now the issue of West's contract coming to an end is true and that is falling right along the time line that EL had projected to get all the TS outsourced OUT of the country. It has nothing to do with EL not wanting to renew, as their is no need since the "Master Plan" has been fulfilled.
NOW..dealing with call times and resolution, jim bob is correct. EL has guidelines they want us to follow while West is after the almighty dollar even more so than EL. EL would give us training on what they wanted on call times and resolutions, then West came in behind them and basically said, "This what WE want". End result... EL's customers got the screws put to them and continue to get them. Example: during a TS call, if it was obvious to the agent that an issue existed that would take some time to fix (that go outside the AHT-Average Handle Time), the quick release of the call was to tell the cx (customer) after doing clearing cache and reseting security levels, was to power down the computer, wait 5 mins and power back up as this would clear the computers real time memory of errors and come back up with no prior knowledge of the errors and work fine. Unfortunately, the tech would say they could'nt stay on the phone with the cx during this time, but rest assured this will correct the issue, giving them a case number to reference, IF they needed to call back. Some TS huh... If you don't have a conscience, then you would be just fine with this line of bull.
NOW... that is my rant for now as I'm out of coffee. | |
| | jj987654321
join:2007-08-30
San Francisco, CA
| Re: Earthlink is outsourcing the last of it's US techs Fascinating first-hand account. I am still a little confused about how many offshore vendors EL is using. A company called PeopleSupport, which is Los Angeles based, but provides services exclusively out of the Philippines, lists EL as their second largest customer. Do yo know what type of service they provide to EL? I had a couple of quick questions for you since you are so close to West: 1) are all of the recent waves of outsourcing by EL going exclusively to West, and 2) do yo know if West is taking away PeopleSupport's contracts?
Thanks for your insights | |
| | | DSL Oberst
join:2001-11-29
| Re: Earthlink is outsourcing the last of it's US techs said by wlpeavy :  I've been trying to add Static IP to my DSL account. I keep getting told that "it's not available on your line right now". Hmph. Sounds like you first subscribed right after I joined the Provisioning & Repair in the Atlanta office in 2003. Assuming that they are still using Speedracer 2 as the interface system for the provisioning of their ADSL lines, it does not surprise me that they can't give you static IP. A common problem we encountered in Ameritech/SBC (now ATT) areas was the application of a static IP to the line. Earthlink was given a set number of them per area and had to parcel them out one by one. Should we reach the limit, no static IP was available for the client. However, the web page and such would still say it's available.
And sure, it's available! Just not to Earthlink - not that the stupid damn interface could tell the difference between a static IP assigned to ATT or to Earthlink. I had once heard it was 50 static IPs per cage, but I had no way to verify it.
If you truly need to get a static IP, drop the Earthlink. Go to ATT. You'll be assured of getting it from them; the provisioning will also be miraculously quicker than Earthlink's. Big surprise there. | |
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Splitpair
Premium
join:2000-07-29
Cow Towne
·T-Mobile US
| Re: Earthlink is outsourcing the last of it's US techs said by DSL Oberst :Just not to Earthlink - not that the stupid damn interface could tell the difference between a static IP assigned to ATT or to Earthlink. I doubt any EL OSS could see any provisioning on the ATT side nor less a SIP.
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. | |
| marozner
Premium
join:2004-05-15
Houston, TX
| I dumped EL last Nov for exactly this reason. I documented truly poor broadband service and even worse tech support. They even agreed not to charge me the disconnect fee, but did so anyway (the credit card company reversed it).
My road runner just got changed to comcast. The slowest speed now is >6 mbits; I just saw 9.5. What a relief!
I never thought that I would say that the cable company rescued me from truly bad service elsewhere. Go figure! | |
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just_robert
VIP
join:2002-04-25
Harrisburg, PA
| I don't find this too surprising as it was the goal all along.
Before they closed the Harrisburg building they were trying to figure out ways to get rid of TRON completely but IIRC there was something in their contracts with certain vendors that contact could only be made from US based tier 3 reps.
I know they were trying really hard to outsource the NOC (maybe they did that already?)
I don't blame EarthLink for having to outsource as it's the only way they can survive. Also, the more that they outsource the better position they are in for a buyout (which is pretty unlikely these days but wasn't a few years ago.)
However, I do blame EarthLink for other things like adopt the model of "cheap is better" rather than their old model of charge more and be better; Speakeasy got this right.
What EarthLink also did to shoot themselves in the foot is the long hold times for their support queue which cost tons of money. At MindSpring they spent time educating the customer so they could help themselves and not have to call back. After the merger it was all about low call times but the end result was the customer had to call back. It's amazing how fast the EarthLink execs ran the company straight into the ground.
Anyways, back on subject, are the techs that post here outsourced these days? If so then they probably won't be going anywhere.
Back when I was posting here there was talk of having Indian support reps post here, which IMO would have been absolutely hilarious because I think you guys would have ate them alive. :-D I wouldn't be surprised to see them go that route if they haven't already. | |
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AldousSky
join:2007-05-28
La Vernia, TX
| Here's what I'm wondering... I may have mentioned this earlier, but i'm too lazy to read through my old posts... haha... anyway... They aren't just switching companies for their outsourcing... they are moving everything overseas... My hypothesis is that this will save them more money right now so that they can make more money off of a sale. Maybe they are about to get bought out? | |
| rollei35guy
join:2003-04-12
Atlanta, GA
| That is bad, but not unexpected news. I had troubles getting Earthlink to terminate the DSL service (i just posed a rant of my own).
The outsourced support is poor to say the least and not terribly interested in actually helping you. There is an element of rudeness too but that might be due to the language/cultural differences. | |
| AldousSky
join:2007-05-28
La Vernia, TX
| So this just in. So Earthlink decided that they were going to make new departments for the poor cats at west that are losing their jobs. They neglected to actually mention this to all these poor cats that are losing their jobs, so what happens? Everyone quits! So they decided to take away these new positions. I wonder now what is really going on over there in atlanta... | |
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