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January 07, 2005

Continuing Saga....Earth Un-Linked

I am still battling with Earthlink to a) release my line so I can get DSL from a reputable provider and b)refund erroneous charges to the tune of $665.00 on my credit card. This whole scenario has been such an ordeal, but I have learned so much about the DSL process.

Aside from the grossly negligient way Earthlink has handled my account, I have discovered there are so many more reasons why it is not the best choice for DSL. Here's a (mostly) unbiased review of Earthlink DSL.

Reason #1: It's more expensive. Verizon DSL is $29.95/month and they give you a wireless router so that you can hook up all computers in the home. Earthlink is $39.95/month, you have to buy your own wireless router and there is an additional charge for each additional computer which uses the line.

Reason#2: Earthlink is not actually a DSL provider. It hires Covad to provide service for it's customers. This effectively makes Earthlink middle management which is not effective at all. Any technical issues must go through Earthlink, to Covad, back to Earthlink, and finally to you etc. etc. ad infinitum. Since we all know the quality of customer service at one of these mammoth corporations is dubious at best, imagine having to sift and wade through the myriad of representatives at TWO companies to handle a situation. Covad still must communicate with the company that owns the telephone line (in my case Verizon) so that makes THREE companies involved in something as simple as canceling an account.

Reason #3: They just suck.

So I think I've finally got a start on squaring things away. After marathon phone calls teleconferencing myself, Covad, and Earthlink we think we've figured out Earthlink's error and a disconnect order has been issued. I should have a free line by early next week. After calling my credit card company and teleconferencing Earthlink, I've disputed the charges on my account and earthlink has promised to have a refund issued in 3 business days. Upon receipt of this refund, I will rescind my dispute.

This whole process has taken around 4 months, and 20 hours worth of phone calls.

Do you think I should I send Earthlink and invoice?

Posted by mermu at January 7, 2005 02:52 PM

Comments

Posted by: Patrick at January 10, 2005 11:21 PM

Posted by: Kathleen at January 9, 2005 10:19 AM

Posted by: Mom at January 8, 2005 01:12 AM

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