Complain about a product or service

Earthlink Tech Support

Earthlink • Tech Support • Cancellation disputes • Billing problems • "Free" trial • Other offers • DSL cancellation • DSL installation • DSL speed • Mailstation

Boon of Los Angeles (3/30/04):
I have had the same static IP for the last 3 years and all of a sudden on Thursday March 25 @2.30am, I lost my DSL connection. When I call tech support (In India) on the same morning at 8am, they made me do the normal rookie stuffs like rebooting the modem and rebooting the PC. They said wait for a few hours. so I did. Call back around 6pm the same day. They made me do the same thing all over again assuming that the problem is on my end.

On Friday, March 26, they made me repeat the same thing as Thursday until they finally agreed to open up a Trouble Ticket. So I contacted them on the earthlink trouble ticket 575578 and they said the engineers are working on it. So TRON group called me on Saturday at 4pm. What they did was disabled my Static IP to see if I am able to get my DSL connection. Yup. I was able to but with no static IP. So we played the Activate and Deactivate game with the Static IP all day on Sunday and Monday March 29.

Believe it or not they actually closed the previous ticket without solving the problem. So they opened another Trouble Ticket 576525. On late Monday night, the guy from TRON thinks it might be my static ip been shared by someone else. He recommend that I get a new static IP to fix the problem. So he told me to contact customer service today, Tuesday March 30. So I did. It's funny -- I called the customer Service to request a new IP. They put me through a phone call of HELL by transferring me from one person to about 15 person. I basically spoke to the people in India (useless) to Philippines (tried to help) to the US. The verdict. they gave me my same IP and still not fix the problem. They are basically pulling my leg each time I call them.

I have spent over at least 14 solid hours of phone call and chat with their tech support and it's not going anywhere.

Derrick of Chula Vista CA (3/2/04):
In the past 3 months we have not been able to use our internet service on several occasions for extended periods of time. Earthlink has tried to fix the problem on each occasion. The problem would be corrected and then would fail again. Each time, Earthlink would come up with some sort of excuse as to why the problem was happening. Eventually, it got to the point where we decided to cancel. This is where Earthlink showed their true colors.

Earthlink refused to wave the early termination fee for something that wasn't my fault. Instead, they wanted to offer me a credit towards next month service. This made no sense because I couldn't use the service now and I didn't want to try and use it in the next month. When I asked if they could count my credit towards the early termination fee, they said they couldn't do that. They could only give credits towards services, not fees. This by far was the worst excuse or explanation I have heard in my life.

Patricia of Anaheim CA (2/10/04):
I switched from Earthlink Dial-up to Earthlink DSL in December of 2003. I had no problems as a dial-up customer and as a DSL customer I had one month of good service then in mid January I was unable to stay connected to the Internet for more than 10 minutes. I was constantly dropped and watched the diagnostics load endlessly. I called for support,BTW it is almost impossible to reach a human thru their phone menus. I did reach someone and I tried all the remedies that they suggested but nothing worked. I Emailed for support and I chatted online with the support representatives and they all gave me the same scripted responses for the problem but nothing fixed it.

I finally gave up and cancelled. I paid the early termination fee just to get rid of them and end the aggravation. I cancelled Earthlink at the end of January. It has been 2 weeks and Earthlink has still has not cleared my line and until they do so I am unable to get a new DSL service provider. I have called them twice about this situation and they promise to correct it but I still cannot get service with my new provider who checks the line daily to see if they are off it yet.

I have spent several thousands of dollars on Analysis Software and data feeds to support my investing activities. I have purchased a subscription to an online Options analysis database. I have not been able to use any of these things for a month and there is no end in sight.