Warning about Earthlink's "DSL-Phone-Home" program

Dear Sirs,

This is what I felt I had to send to all my friends and associates - about Earthlink's "DSL-Phone-Home" program. In the 3rd paragraph from the bottom I've noted what authorities I've tried to bring in on this. For now, out of local authorities' jurisdiction, I can only offer a WARNING re Earthlink's "DSL-Phone-Home" program.

Earthlink is Definitely out - for me. And after the first frustrating event, which I called "phone Hell" (and getting over my anger), I wanted to think it was just the sales people for that one program. However, my compassion was pre-mature. Please Take the following as a warning if/when looking around for email or phone systems. $65/mo may sound like a good deal -- but it's not unless you don't care about the phone. Before offering suggestions, please note what I have tried and found out. After that, suggestions are welcome - I'll keep them on hand in case anyone checks in for those later. And my phone number is also below.

I tried every way I could think of to get Earthlink 'on-board' (offering to promote them, etc, thinking, "well, it's just those contractors they hired, it's not Earthlink..."). That was because of their reputation for being good folks in general, and Earth-Link is a fine set of words if you're into ecology, peace, etc. But all I could talk to or chat with were contractors (techs and sales reps) who, well, wouldn't dare rock their own little boat to get my message to where it would make a difference for them, let alone me. I thought.

I found, last week, that one can not have Earthlink DSL with Quest Phone or any other landline phone (although Quest, ATT, or Bell can, since they have the landline systems) - so here we learn the nature of 'Voice OverIP' phone systems.

Finally, I Tried to check in on getting a deal on ELnk Cable (and go back to Quest for phone), but the techs were critically inaccurate about the Firewall for Cable - they claimed it was as secure, without software, as DSL is. I believed that (say, duh, Chris) - until a Comcast Tech told me that, no, they use 3 different McAffee programs, and there is NO inherent Firewall in Cable internet equipment. That's not to say one shouldn't have one anyway.

I Did get to use that DSL for downloading large utility program files, but who knows how many phone calls I've missed.

The Earthlink DSL-PHONE service is atrocious to say the least. Now I know why they call it "DSLPhoneHome". The list of problems with ELnkDSLPhone include: (1) my finding out about the installation AFTER they installed the new phone connection - I'm not kidding, they emailed a notice to "my Earthlink" email, but (2) I didn't get the Earthlink kit until the same afternoon of the morning they installed the line! This is not to mention no information was sent on all the very different changes to the phone/line, like (3) 10digit calling only (so I naturally wondered why I only heard hissing when I tried to call anyone that first day until I called the operator, then Earthlink to find out), (4) CallForwarding on & off via internet only; (5) I could no longer go online to get my AOL email via the AOL software, (6) voicemail could take a call w/out any ring indication (until I went on-line and turned it off, where ALL adjustable settings are adjusted); (7) callwaiting occassionally sends callers to a message saying "...subscriber has chosen to not accept calls at this time...;" (8) CallWaitingCallerID gives wrong and wrongly timed info (17 hours off, but at least that much is consistant); (9) sometimes the phone doesn't ring with an incoming call, although may leave a message on the phone machine; (10) when a call is dropped, and usually did whenever put on hold by a tech, I get an immediate beeping tone - the same excruciatingly loud one that other phone companies use only when you're phone is off the hook for a minute or two)

And found out that the WA Utilities & Transportation Commission or Attorney General/Consumer Affairs has no jurisdiction over them (EarthLink's VoiceOverIP phone service is considered Internet even though it's telephone service). I'm sending in a complaint form to the AAG anyway - eventually they will be the ones to put out official warnings, which might influence things for the better. Maybe something can be helped by my sending a copy of this to some local newspapers - so I am. I also checked out complaints.com and my query for "Earthlink Phone" brought up 295 entries, "Earthlink DSL Phone" brought up 40 (by those who emailed reports to them).

And I found out that it takes 6 to 9 days to get ones Quest landline phone re-installed - (all that paperwork, and those line switches are hard to find, eh?). And if I cancel Earthlink service before then, I have to get a brand new phone number! No kidding. And well, there's a $150 late cancellation fee to Earthlink if you go over the 30 day trial period. That's where I want to slap myself for not knowing about the Quest re-install - and wasting my time trying to bring Earthlink around.

So, if you want to PhoneHome - I recommend you go with ET before trying ELink - at least you'll know when you're not communicating with people on the planet.

-Chris Pringer

Body-Mind Integration Therapies

Seattle, 206-286-0899