Earthlink DSL - charged $ 50 for moving service from one location to another

Complaints.com received the following business reply on July 21, 2002:

From:

RE: RE: Earthlink (KMM23191529V80015L0KM)

Dear David, The Internet Service Agreement, at http://www.earthlink.net/about/policies/dsl/ , contains all of the agreements, terms and conditions of service. Please note under Section 8: "You acknowledge that this is a fixed-location service for one personal computer only. Moving to another location will require the service to be reprovisioned at the new location. This may result in substantial interruption of the Service and will result in fees associated with cancellation and setting up a new account. Early termination charges will apply even if the cancellation is for reasons of a move to another location." Because the telephone company imposes charges every time service is closed and reactivated, we pass these charges along to you. I am sorry if you overlooked this section when you were reading and agreeing to the terms in the Agreement. Thank you,

Marie W.

Electronic Support

EarthLink, Inc.

The #1 Provider of the Real Internet

CSR ID#: 12

Case ID 12256529

Complaints.com received the following consumer message on July 16, 2002:

From: David Giese [Email User]

RE: Earthlink DSL - charged $ 50 for moving service from one location to another

I recently signed up for Earthlink DSL and was very happy with my service. I recently decided to move and called them to find out what I would need to do. I was told I would be charged $50 to move my service. When I asked why, I was told it was in the terms of service agreement.

When I stated that if anything like that was in the service agreement, it was very unclear. The representative placed me on hold for 5 minutes or more while she searched the service agreement for that section.

If it took a trained representative who knew what she was looking for over 5 minutes to find it, how are customers supposed to know about it on their own?

Dave Giese

1631 67th St. N. #342

St. Petersburg, FL 33710

Email User