Earthlink — Total incompetence
I was supposed to have been connected on EarthLink's True Voice phone service on October 10. The equipment they sent did not work. They agreed to send me new equipment in 5 to 7 days. Keep in mind, EarthLink had already switched my phone service so that would have left me without service for the 5 to 7 days. When I protested they agreed to send the equipment overnight if I paid the $39.95 shipping charges. What choice did I have? What a joke. The customer pays because the company sent faulty equipment.
The new equipment arrived in two days and all of the proper lights lit up. I installed it, went through all of the steps and no dial tone. I called customer service. After a long wait on hold I was connected to customer service rep who took me through a few steps to no avail. He transferred me to India. After about 30 minutes the new customer rep said (I think) that a level 3 technician would work on the problem and call me in 2 to 48 hours.
I was never called, so I called again. I gave them the repair order number but they asked me the same questions again, and then again. The problems was not solved. I was given another repair order number and a promise it would be fixed in 24 hours and someone would call.
Again, no fix, no call. I called to canceled the service. The rep assured me that he would have the problem resolved within 24 hours. One more day goes by and no fix, no call. I called again. Same thing all over again.
During this time I found a link to EarthLink's CEO's email. I have written him twice detailing my experience and frustration. Like all EarthLink employees I never heard from him either. Now I see that their dedication to the customer starts at the top.
I have spent more than 4 hours on the phone (my cell phone) with their service department with no resolution. It is not bad enough that they are incompetent, they don't speak a language that I understand either. All I want at this point is to be rid of their total incompetence and back with the regular old phone service.
Fair warning to anyone who is considering EarthLink for Internet phone service. Forget it!!!