EarthLink Customer Support

EarthLink has started blocking e-mail from ranges of ip addresses, and

I have been unable to contact any of my clients with EarthLink e-mail

accounts. For 14 days I have been trying to resolve the issue, but so

far Earthlink has not responded to e-mails, phone calls or letters -

not even acknowledged that they received them. My clients are upset

with me, and I am verging on going postal with EarthLink. This is

absolutely the worst ISP customer support that I have ever dealt with

( and I have dealt with quite a few. A recent Verizon order had me

cussing and fuming a couple of times, but it was a breeze compared to

EarthLink). I would certainly think twice about switching to

EarthLink.

Here is a copy of a letter that I sent to their headquarters:

On the 3rd I switched to a fibre service at our offices. Since that

time I have been unable to send e-mail to any of my EarthLink clients.

I had issues with other ISPs, but they were all resolved within a day.

I have sent numerous e-mails to Earthlink at

Email User, Email User, and

Email User (which was bounced by your mail server).

I have called (888) 356-7726 and left messages.

I have started chat sessions on www.earhtlink.net where I was refered

to the above addresses and phone numbers - potentially starting an

endless cycle.

I have posted on EarthLink forums.

What I have NOT gotten is any response.

My clients expect answers from me, and I want to give them to them,

but I can not because EarthLink will not talk to me. If I knew it was

going to take 2 hrs, or 2 days, or even 2 weeks, then I could make

arraignments to deal with it.

There is no excuse for not sending out status e-mails from your

problem tracking system, or, perhaps, having an on-line

tracking/status system.

..don