Ernest House
Premium
join:2008-08-17
Boca Raton, FL
 ·AT&T DSL Service
| reply to CylonRed
Re: Am I getting the run around by Earthlink on Covad lines?
EPILOG:
Short answer. I get only lies and excuses from EL TS and their english is universally poor. Their DSL service is unreliable and tech support is powerless.
It's over. EL went down last Sunday night for two hours. Using dialup, I checked and no outages were reported. When I called EL TS, they once again did nothing but take all my information again. After 20 minutes of that, I asked them if there was a network problem because I had DSL sync but the ATM tests failed. After being on hold a couple minute, EL TS said there was a problem in my area and that their top network technicians were working on it. End of story. DSL was up in the morning and I researched new service.
What I learned in the course of researching DSL providers in my area is that Earthlink uses Covad's Central office equipment and network infrastructure but they all use the same lines to the house (I assume DSLAM included). Earthlink is low on the totem pole and it takes a long time before Covad and AT&T will get to EL's trouble tickets. Case in point, before I got my AT&T, EL went down on a Wednesday, wouldn't open a ticket until it was down 24 hours. EL TS does not know what's going on and they have to work through too many middlemen.
In contrast, every call to Covad and AT&T was a person with excellent english and competent in their answers. In the end I ordered AT&T. Thanks to everyone who jumped in to help me understand what was what in the network. |
