I signed up to transfer my Earthlink dial up service to dsl on April 14. The instructions they sent did not work. So far, despite almost daily calls to tech support and about 70 hours online with them, I still have not had one minute of dsl service!
Every time I call I go through the same basic troubleshooting routine and we still end up in the same place: for some reason they cannot get their server to recognize my user name and password. About every three weeks they decide to blame the phone company again, and send someone out to check my phone lines, even though the individual techs have told me that the problem is clearly with Earthlink.
I would have given up long ago BUT customer service says someone from tech support has to sign off that the problem can't be fixed in order for me to cancel my year long contract, and of course I cannot reach anyone in tech support that will admit to having that authority. Apparently there is no such thing as a supervisor or manager in either department that can help to resolve this issue, since every time I have asked to transfer to one my call has been disconnected.
During this process, I was sent a replacement modem, and tech asked me to keep both modems until the problem was resolved. (Half of each was inoperable when I received it, and we have had to switch out parts several times.) They also assured me that until the dsl service was working I could continue to use my unlimited dial up at no charge. Not only have I already been billed for the extra modem, but today I received a bill for the dsl service AND the maximum charge for dial up as well.
After reading the other usacomplaints.com on Earthlink I realize that they will bill me for my entire contract (and hound me with collections) no matter whether I ever get service or not. I'm at my wits' end!
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