Earthlink Business Internet
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09/22/2008
Provided by YP.comSeptember 2008
I've been an Earthlink customer for 6 or 7 years and they have generally provided perfectly adequate (though slow by comparison to others) DSL service.
BUT ... if you have a problem with your service, expect a world class runaround, lack of communication, "I can certainly understand your frustration but it's not my problem," and "you can be sure the issue will be resolved as soon as possible."
At this writing I have been without Earthlink DSL service for 7 days. Countless hours on the telephone with polite tech support people trained to give no useful information. "It's a migration issue (they apparently initiated the migration from Covad to SBC) and it is the phone company that is holding up the service. But you can be sure it will be resolved as soon as possible." Now that's useful information. "As soon as possible" - 4 hours? Tomorrow? Next week? By Christmas?
Talk to low level tech support. Escalate to higher level tech support. Call gets dropped. Start over again. Talk to the installation people. "May I put you on hold while I check?" Call gets dropped. Start over again.
Day 7: "Ah yes, it says that your line has been fixed and has been available for the last two days. Let me pass you to the Tier 3 master tech support folks who will help you get back online." Tier 3 wizard can't seem to check on the status of the line so he'll escalated it to a line technician who should call you back within 24 to 48 hours. Or you can call us."
Abominable service when anything goes wrong. >>The worst<< runaround and lack of responsiveness from any tech support I have ever encountered in a couple of decades of being a computer professional.