EarthLink
Satellite internet service

I have been using Earthlink's satellite service that uses DirectWay equipment for over 4 years. The old modems, DW4000 units, are no longer available as they were replaced first by the DW 6000 modems and then the DW7000 ones. My DW4000 has been failing intermittently for several weeks. I have spent over 4 hours talking to tech support people at Earthlink and they keep asking the same questions to which my answers are apparently not being recorded by the tech support personnel. They have done everything they can to avoid replacing my defective modem, having me go through endless diagnostics, re-install the software, disconnect cables, etc., which I have done. Now in spite of a USB hardware device failure error messages the last tech insisted that it was due to a virus and that I needed to add the latest service pack from Microsoft and if I refused while then the problem was the bad customer and not the bad tech support. My only recourse is to terminate my account with Earthlink and start a new account with DirectWay to get service and support.

Bruce

Prunedale, CA.

Company: EarthLink
Country: USA

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