I'm writing this while on hold with earthlink. This should be a long post.
My earthlink dsl connection has been down for three weeks now.
About a month ago, my wife signed us up for sprint/ion service. The service was supposed to be installed in early August with faster upload and download speeds while keeping earthlink as our isp. About a week before a tech was supposed to install the new equipment, Sprint cancelled the order. Someone forgot to tell pac-bell, who proceeded to disconnect our dsl connection on our primary phone line.
It took three calls (minimum hold time: 1 hour) for earthlink to figure out what the problem was. The originally opened a trouble ticket with pac bell and told me to call back in a week. Lesson #1: front line techs are idiots (i think vipergts has pointed this out before). Because there was no problem with my phone line, there was no need to issue a ticket. They simply needed to contact pac-bell and have the line reconnected. Unfortunately, it was impossible to find someone who could actually do that.
The techincian who originally discovered the cause of the problem told me he would call me back. He never did. Lesson #2: Earthlink tech support does not call you back. Days without service turned into weeks. I was able to throw together a system with a modem and internet connection sharing so I could check email, but web surfing was torture. I spent my time playing max payne, tony hawk 2, and blue shift.
Eventually my wife contacted someone in sales (they had the shortest hold times) to help us out. He seemed like he was the guy to get it done. He called technical support supervisors and people who deal with pac-bell. We got his extension. Lesson #3: get someone's name and extension. We gave him two days and called him back. He was out of the office. We went on vacation for a week, still had no service on our return and called him again. He must have called in sick, another person in his department told us.
Before going on vacation, I contacted some local ISP's to see if they could get us back online faster than earthlink. They told me it would take two weeks and $200 for setup. I declined. This act may have lead to more problems. When an isp checks for dsl, pac-bell puts some sort of hold on your line.
So now I'm on hold again, waiting for someone who says they'll help. I talked to one person already (after 45 min), and they quickly transferred me to a "senior technician." Total hold time today: 54 minutes. Update: the superior transferred me back to the "press one for sales", "press two for technical support" queue when you first dial into earthlink. Estimated hold time: 38 minutes. I'm hanging up now. Earthlink sucks.
My earthlink dsl connection has been down for three weeks now.
About a month ago, my wife signed us up for sprint/ion service. The service was supposed to be installed in early August with faster upload and download speeds while keeping earthlink as our isp. About a week before a tech was supposed to install the new equipment, Sprint cancelled the order. Someone forgot to tell pac-bell, who proceeded to disconnect our dsl connection on our primary phone line.
It took three calls (minimum hold time: 1 hour) for earthlink to figure out what the problem was. The originally opened a trouble ticket with pac bell and told me to call back in a week. Lesson #1: front line techs are idiots (i think vipergts has pointed this out before). Because there was no problem with my phone line, there was no need to issue a ticket. They simply needed to contact pac-bell and have the line reconnected. Unfortunately, it was impossible to find someone who could actually do that.
The techincian who originally discovered the cause of the problem told me he would call me back. He never did. Lesson #2: Earthlink tech support does not call you back. Days without service turned into weeks. I was able to throw together a system with a modem and internet connection sharing so I could check email, but web surfing was torture. I spent my time playing max payne, tony hawk 2, and blue shift.
Eventually my wife contacted someone in sales (they had the shortest hold times) to help us out. He seemed like he was the guy to get it done. He called technical support supervisors and people who deal with pac-bell. We got his extension. Lesson #3: get someone's name and extension. We gave him two days and called him back. He was out of the office. We went on vacation for a week, still had no service on our return and called him again. He must have called in sick, another person in his department told us.
Before going on vacation, I contacted some local ISP's to see if they could get us back online faster than earthlink. They told me it would take two weeks and $200 for setup. I declined. This act may have lead to more problems. When an isp checks for dsl, pac-bell puts some sort of hold on your line.
So now I'm on hold again, waiting for someone who says they'll help. I talked to one person already (after 45 min), and they quickly transferred me to a "senior technician." Total hold time today: 54 minutes. Update: the superior transferred me back to the "press one for sales", "press two for technical support" queue when you first dial into earthlink. Estimated hold time: 38 minutes. I'm hanging up now. Earthlink sucks.
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