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NatchEngel2

join:2011-04-16

[TW] earthlink cable setup confusion?

I just recently had earthlink cable set up at my house. I was told I would get 15mb down and 1 mb up for 39.99.

When the installation was finished I was set up by time warner for 10 mb up and 1 mb down for 39.99 that day. I asked about the 15mb plan and the time warner guy called his supervisor, as well as a few other higher ups at his company to see what earthlink speeds actually are. No one in his company actually knew. They told him to just leave me at 10mbps instead. He was even asking me why I don't just go with Time Warner directly instead because I can get 20mb / 2mb up for the same exact price.

I'm kind of annoyed about this. I tried calling earthlink sales / customer support and they were no help. All they said was "well thats the speed you're going to get". It has nothing to do with my speed not being able to hit higher than 10mbps. it's that I was capped at that by Time Warner because they are unsure what the earthlink speeds actually are.

Anyone else been through this?

cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
This is typical. Earthlink has zero to do with cable provisioning (or billing) and TWC always act like they don't know what the h*** is going on. (maybe they don't, but I'm pretty sure they do) The speeds available to Earthlink Cable are the Standard and Turbo packages. (these vary from region to region) The intro pricing for these things are well documented by both TWC and EL -- getting TWC to bill you correctly will be a real pain. (also pay attention to the bill as they will cut off the discount early.)

$39.99 sounds like an intro (6mo) turbo package price. However, you haven't given us a location to see what's what in *your* area.

NatchEngel2

join:2011-04-16
I'm in the Orange County area, zip code is 92708.

I've checked with multiple sales reps that told me that I have the 15mbps plan available in my area, but Time Warner is like... "There are different speed plans through earthlink? I"m pretty sure we only have one set speed at 10mbps for earthlink customers"

It's kind of frustrating. I'd really like 15mbps.

cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
The word you need to be saying is "turbo". If they refuse to put you on turbo, then they owe you $10/mo as the standard rate is $29.95 (for 6 months, $41.95 there after.)

NatchEngel2

join:2011-04-16
Should I contact Time Warner and mention "turbo" or should I try going through Earthlink again?

NatchEngel2

join:2011-04-16
Another question but since I'm getting 10 / 1 right now, does that mean I'll actually get 20/2 (since time warners site shows they offer 10/1 (standard) and 20/2 (turbo) as well instead of 15/1 from what Earthlnks site shows?

I'm curious as I could really use that extra upload.

cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
reply to NatchEngel2
TWC. Earthlink has no power here. All they can do (will do) is call TWC.

Yes, you will get whatever the local market's speeds are for the turbo tier.

NatchEngel2

join:2011-04-16
Just called Time Warner but they told me they were unable to help me, as I had to have an Earthlink rep call them and explain the issue to change my speeds...

I'll have to call Earthlink after work as I just spent my lunch calling TWC, haha. This sucks.

NatchEngel2

join:2011-04-16
Spoke with Time Warner ahead who upgraded my speeds to the Turbo plan. He said it should take effect within 5 minutes of powering off my modem. Powered it off multiple times, reset it, etc. I'm still on the standard speeds and no change.

Called back and another rep told me it would take up to 24 hours for my speeds to change. Lame.


sortofageek
Runs from Clowns
Premium,Mod
join:2001-08-19
kudos:23
reply to NatchEngel2

(topic move) Slow for past 2 weeks

Moderator Action
The post that was here, has been moved to a new topic .. »Slow for past 2 weeks

NightOwl2

join:2012-03-19
reply to NatchEngel2

Re: [TW] earthlink cable setup confusion?

Correction. The word for Earthlink is not Turbo, it is Earthlink Max. Turbo is for the old Road Runner/now Standard TWC internet. If the rep did indeed add Turbo, you will not get the increased speed. The promo price should be $29.99 for the standard Earthlink and $9.95 for the Max add-on.

I am assuming you reset your router as well, just powering off the modem is not always sufficient. After that, call the billing department and ensure the right codes are on the account. If not, kindly ask for a supervisor.

NatchEngel2

join:2011-04-16
I spent 2 hours on the phone going back and forth between Earthlink and Time Warner, as I was still capped at getting standard 10mbps speed. They were blaming each other. I reset my modem multiple times with no difference.

It was finally resolved, but I'm capped at 15mbps / 2 upload. They said I'm capped at that because 20mbps is reserved for direct Time Warner customers only... oh well. I'm glad I got that extra upload though.

cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
reply to NightOwl2
Earthlink on TWC offers whatever the "standard" and "turbo" packages are. They may be playing naming games, but here, it's 10/1 for standard, and 20/2 for turbo. There never was a "turbo plus" (the +$20 package) as far as I ever noticed. Today, it's "Standard Internet (10 Mbps download, 1 Mbps upload)" [$57.95] and "Turbo Internet (20 Mbps download, 2 Mbps upload)" ["Additional $9.95/mo"]. [See Also: Pricing and Packaging] Earthlink has never had direct control over the speeds, and rarely even knew what TWC was provisioning. Today, Earthlink says "6.0-10.0" and "10.0-15.0". And footnotes, "Actual download and upload speeds may vary depending on local cable service provider. Standard: Your first 6 months of service will be billed at the reduced rate of $29.95 per month, $41.95 thereafter. Premium/Max: Your first 6 months of service will be billed at the reduced rate of $39.90 per month, $51.90 thereafter." [ref]

The situation here is clear... TWC doesn't want people signing up for Earthlink HSI because they make a lot less money off of them. Apparently $16/mo less (plus whatever they kick-back to Earthlink.)

[Of course, the TWC price list also -- very incorrectly -- claims "Earthlink High Speed Internet (7 Mbps download)" @ 57.95, and "Earthlink Cablemax (10 Mbps download)" @ an additional $9.95. I have Earthlink HSI; it's 10/1 @ $41.95. The price hasn't changed in a decade, and the speeds have matched the TWC standard teir the entire time. BTW, the *price* is controlled by the contract with Earthlink, which is still $41.95 as per the above ref.]


texcen

@mindspring.com
reply to NightOwl2
So, Austin, TX, Earthlink High Speed (from my bill) is supposedly $53.99 in addtion to the additional price I pay in the bundle (which some say does not exist any longer, others, don't know and no one can tell me how much I pay just to have Earthlink in that bundle called "ALL THE BEST") which they bill from TWC at $133.96. Seems to me at that rate, I should have someone doing pencil and paper drawings at hight speed of all the internet traffic....

NightOwl2

join:2012-03-19
reply to cramer
I am going by what we set in in NYC area. Turbo is a billing code for the old Road Runner, now standard, and gives those customers 20/2. Earthlink Max is a separate code for Earthlink, at $9.95. If an agent added the Turbo billing code, the customer would not get increased speeds. As for signing up for Earthlink, I've seen hundreds of accounts where the all the best packages were built around Earthlink instead of Road Runner.

cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
Yet more confusion caused by the millions of franshised markets. The OP is in "socal" (92708), and they don't list a pricing page. You're in NYC and I'm in "east", so neither of us have a clear picture of what's going on in CA. At least the OP is now getting more than standard, which is what he's paying for.

I wonder if any of the Earthlink lurkers are following this thread?
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