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WileyJT
@verizon.net | reply to Doctor Olds
Re: [Services] Loss of DSL Service?
Thanks for the information. Unfortunately, EL no longer provides to my area now so I switched to Verizon since they still have service in the area.
Thanks again | |
Doctor Olds
I Need A Remedy For What's Ailing Me.
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join:2001-04-19
1970 442 W30
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| reply to WileyJT
You (or in this case Verizon) caused an immediate automatic cancellation of your Earthlink DSL service when your phone service is turned off/disconnected for any reason (it is automatic, nothing will stop it or undo it). If that was due to a billing error from Verizon then they owe the early termination fees (ETF) and any reactivation fees as you agreed to the terms posted on the EL web site.
»www.earthlink.net/about/policies/isa.faces
quote:
4. ACCOUNT REQUIREMENTS
In order to order and receive the Service, you acknowledge that you are 18 years of age or older, and you have legal authority to enter into this Agreement. You must provide EarthLink with a valid credit card, debit card or other EarthLink approved payment methods for the Service. The Service must be available to your location. The Service may require separate active telephone or cable service providers in order for the Service to work. You are responsible for charges for such telephone or cable service providers. Changing telephone carriers or cable providers may result in substantial interruption of the Service and may result in fees associated with cancellation and setting up a new account.
++++++++++++++++++++++++++++++++++++++
16. ADDITIONAL TERMS FOR EARTHLINK RESIDENTIAL DSL
Changes to your Residential DSL Service billing plan in months two through twelve may result in an early termination fee. Such changes may include (i) cancellation of your Residential DSL, (ii) downgrading or changing your Residential DSL Service to EarthLink's Premium Dial-Up or Cable Internet Access service, or (iii) if you move the Residential DSL Service to a new location, change your local telephone company within the same location or discontinue your local telephone service within the same location.
If you move your Residential DSL Service and EarthLink can provide the Residential DSL Service at the new location or on the new telephone line, you must pay the activation fee since this requires a new installation; however, EarthLink will credit a portion of the early termination fee to your account providing you reactivate the Residential DSL Service and begin a new billing plan within 60 days from the time you terminated the previous Residential DSL Service. If EarthLink cannot provide the Residential DSL Service in your new location or your new telephone line, you will be charged the early termination fee.
If you cancel your account within the first 30 days, you must return your EarthLink-provided DSL equipment. EarthLink will mail you a shipping label upon cancellation and will not accept returns without an EarthLink supplied shipping label. All EarthLink-provided Equipment returns must have an EarthLink supplied shipping label or they will be rejected.
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What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? | |
WileyJT
@Level3.net
| Friday the 8th, I woke up and noticed my DSL off. I went to check the phone line and noticed it shut off also. I use EL for DSL and verizon for phone service. After contacting Verizon and correcting the problem (billing error which got my account shut off but turned back on the same day with the same number) I noticed that my DSL still wasn't on.
I contacted EL and was put through troubleshooting the modem though I suspected I needed the account reactivated on the phone line. After an hour I was told the Zyxel 600 series modems were having problems logging in and to wait 24 hours while the issue was fixed.
Saturday (24 hours later) I call back and state the problem still isn't resolved and that I think I need my account reactivated. Three transfers later, I was told that they would reactivate my dsl with no fee and to wait 3-5 days for it to come back.
Wednesday I call to check the progress while using the back up dial-up they provide and noticed I have a 150 dollar balance on my account and my DSL plan had been switched to Dial-Up Unlimited. After discussing with customer support, I was informed that my dsl was cancelled because they no longer provide service for the area. He also stated that it should only take about an hour for service to come back if I just needed reactivation.
I was wondering if this is common practice since I only had their service for all of 3 months and was never warned about their service being shut off soon, nor was I aware that EL could change my plan without authorization from me. My only option is to switch to verizon which I've had problems with before (double billing for 100 each bill for 3mbps dsl and not willing to correct the issue) and don't really want to switch to them with the Frontier transfer on the table.
So, is it common for EL to up and stop service in an area without warning and why all the run around with my account? And how can a company change your plan without authorization from the customer?
Btw, first time poster so hi 
WileyJT
Fremont, IN | |
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