Complaints.com

From: Message Author
Date: Sunday, 08-Jul-07 15:24:09 CDT

Business Info

Earthlink.net

Earthlink sporadically blocks my use of my email account to send out

articles and photographs to multiple recipients. I have now been 48

hours waiting for this problem to be fixed, with no response. I can

never reach the Earthlink department responsible. Calling tech support

is extremely frustrating and time consuming, and has not resolved the

problem this time, nor did it when it occurred previously. Normal hold

times can easily be half an hour before speaking to a tech, and the tech

who answers usually can't understand the problem, and the problem

continues. I've been bounced from tech to tech as many as seven times

in one, hour-long call, with no resolution at the end. My old ISP sold

my account to Earthlink and I've been their customer now for over a

decade, but being a longterm customer gets you nothing at Earthlink.

Their tech support system just gets worse and worse. There are a couple

of competent high-level techs, but it takes multiple calls, being

bounced from person to person, and cumulatively hours on hold to find

one. And still the problem goes unresolved at the end. The company

refuses to provide an email address (and they're an email service

provider!), I assume because they don't want to hear directly from

customers with problems.