Tuesday, June 07, 2005

Earthlink hates me

Irate consumer below - feel free to skip if you don't want to hear ranting:

In March, with my shiny new computer, I got to choose six months of free dial-up access from either AOL or Earthlink. I've had AOL and not been impressed, so I picked Earthlink and I continue to be unimpressed. My problem with Earthlink is that I get randomly disconnected in the middle of surfing, sometimes after 30 seconds, sometimes after 90 minutes. I've gone through about 15 different remedies that they have suggested and nothing has worked. I started off emailing them, called once and finally started chat sessions. They keep asking me to do the same things and I have to tell them that I have already tried that. Finally towards the end of May, a rep tells me he will escalate the issue to his engineers. On June 2nd, I chat to inquire about the escalation and the rep tells me she will reescalate since it is still happening. Yesterday, after the 72 hours she told me to wait, I chat again to find out the status, at which point I am told that I need a ticket number, which was never given to me. She gives me another thing to try and says that will fix the problem (it didn't - big surprise). This evening, I chat for the seventh time to check on my problem and am told there was never any escalation put in. I ask for a supervisor who tells me he will escalate the issue. I ask him for the ticket number and he tells me "no ticket number is generated for these escalations"!

This is driving me insane, one "brush off" at a time. I have a number for Complaints (404-815-0770), which I will be using on Thursday - the day the supervisor assured me the problem would be resolved. The reason they offer you 6 months free is to get you to keep their service after your trial period. If this ISP is not even good enough for me to use when it is free, why would I pay for it?

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