Earthlink DSL Complaint

After being a loyal customer of...

Reviewed by Shawn
Complaint

After being a loyal customer of Mindspring dial-up for 10 years I made the mistake of switching 10 months ago to DSL - and it was the worst experience ever! I had problems from the beginning signal dropping, restarting several times a day. I called many times since Sept and spent HOURS on the phone with customer service. Every time I had to go through the same checklist; I switched the modem, I switched the cords, I power cycled over and over but it was never right. Finally, in June, DSL went down for 10 days. That is when they told me - 10 MONTHS AFTER I HAD STARTED SERVICE - my connection problems were because I was more than 16,000 feet from the “loop” and could not handle the 1.5 M speed so they would downgrade me to 786. Had they done this at the beginning of signing up I would have given the lower speed a chance to see if it would work. But at this point I was unwilling to waste any more time on this service so I gave up and switched to cable. I asked they waive my early termination fee since I never got reliable service for which I had been charged. Three separate calls and many more hours on the phone, after promising not to charge me the early termination fee (but not keeping those promises and charging me) it was not until I said I was filing a complaint with the Better Business Bureau did they credit the fee back to my credit card. I will NEVER return to Earthlink. They do not care about their customers. BUYER BEWARE - STAY AWAY!

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