Company information:
EarthLink
United States
earthlink.net
On June 6th, I switched from AT&T to Earthlink home phone service. It was the WORST decision I have ever made. I am so frustrated with them I could scream, and I have no one to turn to because there is no one to complain to. Here is my story.
On June 6th, I signed up for phone service. I quickly received my new modem and instructions on how to set it up. Everything was fine, my service was up and I figured that was the end of it, WRONG!! As I was talking to people on the phone, they were telling me that there was an echo on the line. This proceeded to happen for about a week before I called and complained. As usually, I got bounced around from person to person, everyone telling me that someone else can help me. I am not exaggerating, once I called and got bounced around 6 times and was on the phone for almost an house (most of it on hold being bounced around, and telling my story over and over). I have told my story to so many people, I could scream.
Anyway, they did finally manage to fix it for a short time (maybe a week) and the problem started to happen again. I threatened to cancel, but they told me they were going to charge me the cancellation fee of $145. I explained that I shouldn't have to pay for crappy service, but they didn't agree. Everyone kept telling me "I will try ... and you monitor it for 24 hrs. and call us back".
Finally, the last straw. They were supposed to send out a technician to help. He got in touch with me and told me coming out would do no good, that he would have to go to the home office and fix the problem there. Then, I get a call he locked his keys in the van and he couldn't help me. This was a Friday so I lived with bad phone service all weekend.
I then called and told Earthlink it still didn't work right and the echo was worse than ever. They informed me that Covad had switched the lines (or whatever terminology they use) and the echo was gone. Well, it was mostly gone, but still there a bit. But, they messed up my line when they did that, and I now have no ring on my phone when someone calls me and when I call someone, someone else's phone number comes up on the caller Id of the person I am calling (I tested it on my own cell phone and sure enough a different number other than mine comes up). I called tonight and they are now telling me they cannot fix it until day after tomorrow. I spoke with a supervisor and she can't even help me.
So, here I am, 2 months later paying for crappy phone service, now I cannot receive calls at home and no one will help me.
I try to complain, but no one wants to hear it. There is no "complain department", and I don't know where to even go get help. I have even given them terrible reviews and explained my story on their surveys, say their service is horrible and still no response. I have had Earthlink for many, many years and never had a problem until about a year ago. Now that I have switched the phone service, it is a nightmare, HELP!!
