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 Review by CO_Chris 
UPDATED: 33 days ago
member for 8.2 years, 3851 visits, last login: 1 days ago
 Pearland,Brazoria,TX
 $41 per month
 about 30 days
 "Are they still around in Houston?"
 "no good points?"
 "Cable rocks"
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I no longer use Elink.
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 Review by Mark910
UPDATED: 47 days ago
member for 7.5 years, 3552 visits, last login: a few hours ago
Dayton,Montgomery,OH
$41 per month
about 8 days
"Better speed for sharing with family."
"None so far."
"Very satisfied, works well with networking. Keeps my wife happy."
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2/24/2004
Well no more price matching so I switched to EL cable thru Time Warner. Good so far. 26.95 for 6 mo. then 41.95. Not a bad deal.Plus it is more than TWICE as fast as my DSL was.
2/24/05 Service is still good. Very few down times. Download speed was increased to 5000/384. Could use an upgrad on the upload, but no biggie. Still happy with the change to cable.
11/04/2005
Service still good and dependable.Got a 6 mo. price break down to 29.95.
2/25/2006
Still have Earthlink Cable service. ADDED TrueVoice Unlimited digital phone service. 24.99 per month, 15.00 cheaper than SBC with same features PLUS unlimited Long Distance. Good service so far. Easy number port, easy setup.
The only thing I don't care for is that you have to dial area code with all out-going calls.
Earthlink finally fixed the area code inconvenience. That makes things much easier. NOW if I can get a reduction on the internet service , things will be great.
09/30/2007 Called Earthlink and got a temporary price reduction from 41.95 to 29.95 for 6 months. Not much as I wanted but still saves 60.00 so it was worth the phone call. Everything else is still good. I did get the area wide speed increase to 7000/512. That was nice.
9/23/09 Still up and running. Very dependable. Sometimes the TrueVoice has a hiccup but still stable.
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 Review by thndr143
UPDATED: 86 days ago
member for 6.6 years, 525 visits, last login: 1 days ago
Cleveland,Oswego,NY
$29 per month (12 month contract)
about 2 days
"Cheap,Fast"
"It is'nt FIOS"
"Beats DSL and Dial-up"
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Earthlink Broadband (AKA Road Runner) works perfect. enough said.
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 Review by whizkid3
UPDATED: 148 days ago
member for 7.7 years, 2267 visits, last login: a few hours ago
Rego Park,Queens,NY
$45 per month (12 month contract)
about 6 days
"Decent connection - 4774k/360k (5000/500 advertised) - No outages"
"email set up (MS Outlook) was a pain; slowly increasing fee"
"Good value for those in NYC that can't get OOL or FIOS"
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Earthlink Cable Internet Service is a bi-directional DOCSIS HFC (hybrid fiber-coax) system, piggy-backed on Time-Warner Cable. This service is available throughout NYC, Long Island, and other states. The Earthlink Cable service is available at locations where your cable provider is either Time Warner, Bright House Networks or Comcast. (They also provide dial-up and DSL.) Time Warner is the only cable service available in my neighborhood in Queens, New York. (In addition to Earthlink, there are other companies that you can order service that is piggy-backed onto Time Warner.) A few blocks away, Optimum Online is available. Because it is dependent on which company provides your cable service, there seems to be no overlap (you don't have a choice). You can check out reported speeds in this area on the following map:
»/gmaps/dslr?c=···ce=11374
Getting Earthlink installed was a piece of cake. I don't have cable television (using DirecTV for my television service), however, there was a line going to my home. I signed up for a year, getting the first six months for $29.95 per month, after which it jumps to $41.95 per month. A contract is not necessary, but you will not get the $29.95 per month / six month discount. Earthlink bills me on a month-to-month basis, charging my credit card.
When I signed up for Earthlink service, the tech was here in six days. Unfortunately, he came earlier than scheduled. I was hoping to be here, instead my wife was around. I already had a cable drop into my office, which is the one that was used. The cable was in good conditon, so I had no problems with it. Normally, I request the drop be replaced. The tech set the connection up in about 12 minutes flat; and didn't even bother to clean up after himself, leaving empty wrappers on the floor. (At least, from the 12 minutes he took to set it up, he appeared to know what he was doing.) He provided an install disk, but didn't open the package nor stick the disk in any of my machines. Thank god for that. I would have needed to uninstall that crap. He didn't connect my firewall/router (ZyXel P334), or network, but rather connected the cable modem to the coax cable, and supplied the Cat5 network cable to one of our PCs. This was not the way I would have done it, and would have made sure the cable went through my firewall. Good thing my PC was running ZoneAlarm, as in the three hours between when it was connected and I came home from work, I had already gotten a number of 'hits' reported by ZoneAlarm. As the PC the tech connected was already configured for DHCP, he probably simply rebooted it, and the connection was up and running. I promply disconnected the PC, and put the firewall in place. I have the firewall set to clone the MAC address of the PC that was registered when the install took place.
One thing that irked me was even though I already had a Toshiba PCX1100U cable modem that I own, Earthlink & TimeWarner insisted on supplying their own, which I had to pay a nominal deposit on. ($15 I think.) I debated this with them for some time, to no avail. They supplied a Toshiba PCX-2600. Granted, it is better than the 1100, but I would rather own my own hardware.
As far as speed goes (data rate), I believe Earthlink sets caps into the cable modem of 5Mbps downstream, and 500kbps upstream. (I have not checked the internal settings of the cable modem yet. You can pay more, $72.95 per month, to get your cap up to 8.0Mbps down. (I don't know what the upstream speed is.) IMHO, it is obviously NOT worth the price, considering OOL is handing out 10Mbps down / 1Mbps up for $49.95 per month or less, around the block. I was immediately getting 4660kbps down / 360kbps up without any tweaking. (My machines were already tweaked for OOL.) After running the dslreports tweak test, and some others, there were no changes required, indicating that I was already tweaked. Hopefully, FIOS will hit the neighborhood forcing TimeWarner/Earthlink to boost their capped speeds for the same price, or forcing me to switch to FIOS. I was getting 9.5Mbps downstream and 950kbps upstream from OOL after tweaking, during slow (nighttime) periods. My ping latency to the CMTS (cable modem termination system) is consistently below 10ms, averaging about 9ms. I believe most users in this area are very happy with the data-rate provided by Earthlink Cable Internet Service, although it is not the fastest cable modem service in the country (OOL).
Earthlink provides dynamic IPs, using DHCP. I have not yet verified how often your IP address changes. (On OOL it rarely changed at all.) While a static IP may be desirable, I have had no adverse affects using their DHCP service. All traffic is exhanged using standard TCP/IP and DOCSIS protocols; PPPoE is not used. I have not experienced any problems with their DHCP and DNS services.
Regarding service, especially technical support, users have mixed reviews. I ahve not used any telephone support, and can not rate it, although it is probably as bad as most. I used their on-line troubleshooting service to attempt to set up my email with MS Outlook 2003. Unfortunately, they didn't have instructions for the 2003 version, and the ones they had for the previous version of Outlook really sucked. I had to screw around with it for hours, especially in setting up one of my 5 email addresses. (I believe Earthlink provides up to ten email addresses at no additional cost.) Eventually, I got it working, but have no idea what did the trick.
I have not yet had any outages, nor have I noticed any reduced performance in inclement weather (and we've had a lot). I am using Vonage for my telephone service, with one phone number and one fax number. It runs over the Earthlink Cable Internet service. On occasion, my called parties and I have noticed some 'choppy-ness' during our phone conversations. Most of the time, however, it is crystal clear. I am not sure if this was due to a slowdown on my network, between my firewall and the CMTS, or network congestion further upstream.
Services that are included with Earthlink are email, news server, and web support. Since the install, the email service has been excellent for me. I am using five (of a possible 10) email addresses. You can easily change your email addresses, passwords, and adjust other features, on-line. Earthlink is providing a spam-filter, and numerous other security software that comes free with the service. I have not installed nor tested any of them, preferring to go with my own mix of software. I have not evaluated their news servers, nor any of their other services, besides the connection, and their email services. I have rarely used any of their on-line support features, other than adjusting my email account parameters.
In summary, I think that if you have no other choice for cable internet service, you can't go wrong with Earthlink. Although I could have also gotten the service directly through Time Warner, I prefer not dealing with cable television services. The speed in comparison to other cable service providers, is maybe in the top ten in the country. The cost is definitely worth it for the value provided. So far the Earthlink system uptime has been perfect - 100%.
Update: its been four years. Earthlink here, is under the control of Time-Warner. Their fees have risen up to $45 per month. This has not made me happy. On the other hand, I have not had a system outage the entire time. Perfect uptime - 100%.
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 Review by sonofjay
UPDATED: 177 days ago
member for 8.4 years, 3806 visits, last login: a few hours ago
North Attleboro,Bristol,MA
$46 per month
"Smooth Transaction, Quick, Friendly Sales Reps"
"none"
"Great value for the money compared to Comcast"
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05/16/09 - Earthlink Cable is great as ever. Only issue encountered over the past year was Comcast technicians disconnecting the cable line on the utility pole because. Happened twice when my neighbors moved out. I do not have Comcast TV service (have DirecTV) and only have the cable drop for internet. Instead of filtering the line they just cut the cable. One of the many reasons I will never have Comcast for television is because of issues like this.
Outside of these Comcast related issues, Earthlink has been excellent. Price has remained the same since Aug 2003. Would recommend them to anyone in MA or NH area.
03/22/08 - Earthlink Cable is rock solid. No issue with email or connection. Had to purchase a new modem as my 5 year old owned modem was acting up. 50 bucks later and back in business. No longer use Earthlink Cable DNS servers due to their redirection changes, now use opendns and it works great. Use EL Cable forr VOIP and Video OnDemand movie/tv show viewing as well normal broadband stuff. Every month Earthlink Cable saves paying Comcast their non CATV penalty saving $15 every month.Can't beat that. An awesome ISP for those that can get it and who that do not want to use Comcast for TV.
03/08/07 - Earthlink Cable service has been excellent. Price hasn't changed since Aug 03 going on 4 years now! Only have had to call in 1 time in 4 years to troubleshoot my line, turned out to be an aging modem and I purchased a new one and its been great since. Have also received the same upgrades; speed increases and "powerboost" that Comcast subscribers get too (albeit usually a few weeks to months later). Earthlink Cable is $17 cheaper than Comcast HSI. For those that want quality HSI but do not want to subscribe to TV from Comcast, this service can't be beat!
Certainly, in MA/NH/ME Earthlink Cable is a great way to get the HSI. Certainly recommend it.
08/02/03 - Just received a rate increase notification going from $41.95 to $45.95. Service has been great (email, connections, dns, etc). I'm not thrilled about the price increase but its still better than the 58 bucks the thieves at Comcast are trying to get for the same service and they include yet another poorly done email name change/migration. Still glad to be with EL but time will tell on the ever increasing rates that seem to be synonymous with cable internet
12/12/02 - Had been with Mediaone/ATT/Comcast since 2000 and have endured price increase after price increase. Over a year ago I drop their Cable TV service for the much better PQ and price of DirecTV.
Today I have dumped ATT/Comcast completely after finding out about another 20% increase to my bill solely because I did not subscribe to their cable TV services. These monopolistic, anti-competive actions lead me to look for alternatives.
EarthLink was a breeze to switch to, the service rep was friendly and so far the speeds I have experienced have been the same or better. The response times from the from the mail and DNS servers has been great and I cannot complain one bit. EarthLink also has official tech support who post on DSLR frequently (unlike ATT who have reprimanded techs and just fired another this week (good luck Tink!). All of this great service for less money and few head aches.
If you switch before 12/31/02 you get the first month free and $41.95 thereafter. A GREAT deal in my opinion. I highly recommend this as an great alternative!
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 Review by Vathral
UPDATED: 205 days ago
member for 7.2 years, 3786 visits, last login: a few hours ago
New York,New York,NY
$45 per month
about 1 days
"Great Speeds, Great Service, Console Friendly"
"None Yet"
"Great Cable service for the price"
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It was a Friday afternoon and I was able to convince my parents to get cable. On Saturday I called through Time Warner to order cable internet. All went well. Time Warner transferred me to Earthlink and I was talking to the representative. He offered me to have some one install it or self-installation. I went for the self-install since its so easy. They offered to mail it and it would take a day or two but I was anxious and decided I should pick it up downtown. 10 minutes subway ride and I got my package no problem. Went back home and after I got the cables attached and everything, one hour later my modem was blinking and was online right away.
A few minutes after I was online I was not satisfied with what I saw. I was geting 1070/370. I'm supposed to get 2000/384 sooo I went to this site and tweaked the connection a bit. Now I'm getting constant 2100/364. Love using it for my Playstation 2 and PC games. Now I set up a wireless network and have 2 comps connected to it.
Update 04/17/09 : No issues still. Great latency still and low VOIP price due to their discount. Still hoping on FIOS though.
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Review by Nilkilla
Posted: 222 days ago
member for 8.5 years, 106 visits, last login: 222 days ago
Orlando,Orange,FL
Contract price not specified.
"steadier and stronger than the bright house cable i was using with the same hardware"
"i have had the occaisional disconnect"
"for $20 less per month 6Mb vs 7MB definately better than BH"
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i have BH lite for several months but it was going back to $30 per month and the upgrade was $20 more, so they have a special for $30 p/m 6Mbit Earthlink cable...hmm and same cable lines and don'e even need to switch the modem? okay i'm in.
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 Review by natedj
UPDATED: 239 days ago
member for 8.4 years, 4478 visits, last login: a few hours ago
Columbia,Richland,SC
$42 per month
"Speed"
"Time Warners unwillingness to solve issues"
"Great under optimal conditions - TW unwillingness to solve issues"
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Earthlink log
Time Warner Cable 8037445646
Earthlink log
Time Warner Cable 8037445646
Bellsouth DSL has been good to me as it introduced me to the broadband environment, only a few lost connections, and it works. It’s nothing to brag about … nothing to complain about. But I can’t help but notice all the Ads, emails and friends using other broadband ISP’s, and getting 2-3 times the download speeds as myself for practically the same cost … even cheaper.
So canceling Bellsouth DSL was not an easy thing for me to do after six years, and it’s not because I’m emotionally tied to my email address. For me to get the ($32.00) DSL price I have with Bellsouth (1.5 D/L & 256 U/L), I had to get the full service landline package that included a basic line and various add-ons to a tune of $40+ monthly, so coupled with the DSL bill, the absolute lowest my Bellsouth bill would be is $80+ After all the taxes and fees and premiums were added. Bellsouth was also my Local-long distance, long distance & international call carrier (they make the bundle stuff look so attractive) so it was clear that they had all five fingers wrapped around my neck. I tried giving up only the DSL and getting another broadband ISP but that would break the Bellsouth fellowship and the discounts I was getting from having bundled services would be revoked. I even thought about giving up the Bellsouth landline but that would automatically mean giving up the DSL which I cannot have, so I had to stay put. No matter which way I try to work it with other Broadband ISP’s, the math never worked out in my favor.
May 5, 2006
I stumbled onto an EarthLink offer, 5mb download & 384 upload for $29.95 a month, but then goes up to $41.95 after the intro period. The speeds sounds good but the math didn’t, because I’ll still have to pay Bellsouth for a landline in addition to the EarthLink internet ... But wait, EarthLink has a bundle offer which includes the Speeds mentioned and Home phone service (VOIP) unlimited long distance and international calling for a fraction of Bellsouth’s price, all for $39.95 intro price and $59.95 thereafter. Wow, the speeds would be better and the math works, better and cheaper all around … VOIP here I come. I placed the order with EarthLink via online sales chat and per the conversation, my broadband would be connected within 2-3 days and the phone service would take about 3-4 weeks, cool, it’s good they let me know all this up front so I’ll know what to expect.
May 10, 2006
The install.
The guys came to the house and per the telephone call with him, he seemed like a rookie. I was at the job at the time so my wife called me up and told me they were there. I spoke to the installer over the phone because he wanted to know where my cable line was and where I wanted my Broadband jack to be. I told him to install it in my computer room; upon entering the room he said “you already have a broadband network sir …. Why do you want this one? For a second there I thought that he was going to talk me out of getting EarthLink cable. He didn’t recognize that my existing service was DSL but to avoid a winded explanation, I told him that I’ll be able to use VOIP more economically with my new service. Later my wife informed me that he was unable to access the utility pole and therefore did not do the install. He said I’ll have to call the power company (since the pole that the cable lines are attached to belongs to them) and request that they clear away all the brush that has grown up around it, so they can access the pole and install the cable lines. So I called the power company and they came out …. They came out twice because they really didn’t see a problem. Then the guy from the power company called me an explained that they will only clear foliage if its affecting the power lines which is clearly not the case here, and he suspect that the Time Warner Cable installers where just trying to get out of a little manual labor. So I’m back to square one again … I called up Time Warner to reschedule a second try at installing my cable.
The day before my second scheduled installation, I got an email from earthlink congratulating me of my new install and beckoning me to comment on my new service. The nerve of those people, No, I shouldn’t say that, I should calm down and call them in a civilized manner, with any luck someone with half a brain might answer the phone and who knows, I might even be helped. So I dialed Earthlink and explained the ordeal. I could not get a answer as to why I got that email but I was told to ignore it and wait for my installer.
May 16, 2006
Earthlink came out to the house (second visit) to install my high-speed connection. The lady from Time Warner Cable said the same thing that the other guys said about the cable pole in the back yard being buried by the brush. She said that there was no possible way for her to get down there. She also said that she would do what she could, and that her boss is coming to do the rest. Later on, the lady left. She says that they could not get back there. They will contact the building owner behind us and get back in touch with us, if all else fails, they have to get their bucket truck for the job. She said that everything inside is already connected, but that she could not leave the modem with us. When the guys come back which will be whenever they call us (another day), they will bring the modem back to us. She gave us the Earthlink kit and my wife signed a paper, that she gave me a copy of. It is just a paper saying that they came out along with the price that will be on the next statement balance -29.95.
May 21, 2006
I received a call from Earthlink asking me if I would like to proceed in setting up my true voice account. I told the representative that I would like to have my high speed connected before I have my true voice connected. I then gave her a brief history of my installation woes. She then informed me that the reason for her calling relates to an issue of me canceling my high-speed installation. Apparently, the Time Warner installation crew incorrectly informed Earthlink of my willingness to cancel their service, which was very contrary to my wishes. They noted on their file that I had lost interest and wished to cancel. So now, I have to inform Earthlink, and their installers to proceed with my installation as had planned. This installation was supposed to take two to three days to complete. I am now going on my third week without service. The rep said that she will remove the cancellation and reorder the service so all I have to do is wait for earthlink to call me to schedule a time to come out to my place again …maybe the third time will be the charm.
May 24, 2006
Three days has gone by, still no sign of earthlink / Time Warner install crew, no calls, no emails no nothing. So I took it upon myself to call them and verify that my service was not cancelled and that I’m still in queue for an installation. Well the rep I spoke with at Earthlink said that my service was cancelled (still). I was in traffic, on my cell phone at the time of the call and was trying to refrain from easing my fingers through the phone and trying to grasp at someone’s neck. I felt like yelling and crying at the same time. I began to stutter … trying to find the right words, so that whatever was going to come out of my mouth won’t make the rep hang up on me. But the rep interjected; he said that he was going to reinstate the order for service (which I thought was already done last time I called) the conversation ended by him saying that Time Warner will be contacting me to set up a time to come out …. Dejavu. I said ok. Hung up with him and promptly call Time Warner to test the waters. They had me on file and claimed that they tried to contact me but was unsuccessful, yeah right! At any rate, they said that they’ll come out on Wednesday 31st so if I don’t slit my own wrist before then I’ll live to see what kind of monkey wrench will be thrown in the mix.
May 31, 2006
Well you guessed it, today was a No-show. Maybe they are trying to wear me out hoping I’ll lose interest. I’m motivated, I’m dedicated, and I’m a pest. Even though I know it’s after hours I called to see what kind of Cinderella story they are going to try to pawn off on me. So I called Earthlink and spoke to Christine. I gave her the abbreviated version of this saga and in the middle of this, a rep from Earthlink called me on my other line. So I figured the somebody is batting for me over there, so with a phone stuck in each ear, I was trying to get some answers, to no avail, nevertheless one rep promised to call back then hung up while the other rep transferred me to TWC to reschedule yet another installation. So I’m talking to this Time Warner guy and he is kind of puzzled how I’ve been overlooked for my installation even though his computer shows that what I’m saying is right, then my phone rings again, its Brian the guy from Earthlink who promised to call back, this guy should be employee of the month, anyway, I wasn’t willing to do the “phone in each ear” dog and pony show this time, so I put one phone on speaker and had the Earthlink rep eavesdrop on the dialogue I had with the TWC rep. The TWC rep stated that he will look into the matter and call me back with an update as to why the tech did not show up and when I’ll get a installer to come by again, I don’t know how true this is, after all if been lied to once or twice… no make that three or four time already, but lucky for me I had Brian as a witness who made note of the conversation and He too said he will follow up on the status of my install.
June 6, 2006
Well, I feel like I’m at the stage when you know there’s no Santa clause, but deep down on the inside you wish that the big white beard guy would show up with all the goodies you had on your Christmas list …. Well, I my case just the cable installation. That’s all I ask, I’m not asking for free service, I’m willing to pay for their broadband service so hurry up already, I just want somebody to take my money.
Anyway, I was at work and my wife called, she said that the Tech looked at my computer and said that we don’t have enough ram to handle broadband. (Funny we have DSL broadband current at the house now)
My stress-Ohmmeter shot through the roof, I figured that he’s just saying that to my wife because she doesn’t know better and he can leave without getting my service hooked up. I felt my body becoming tense and I started stuttering as I squeezed the phone into the side of my face, I think I need to have that treated or something. Anyway, I took a deep breath, the calm before the storm, and I ask her to let me speak to the tech. He came on the phone and startle rambling about my computer being insufficient and that it won’t handle the broadband effectively. I ask him what are the requirements, he said 128 MB of ram and I only have 100 MB. I said no, what you’re looking at is 1 gig of ram, eight times your minimum requirements. He said no, it says here 100 ….. then he pause ….then he began to back pedal, uhh …oh…ohm okay, I’ve never seen a computer with that much ram before, that’s my first time seeing a gig of ram. At that point I knew that I had to be there for the install. I left the job and raced home only to find him outside at the crime scene, yes, the same spot where the pole is located, looking up at it. I introduced myself and clued him in on my ongoing saga. He rattled off some possible plans of attack, access from property in the back, or bucket truck, and then said he’ll have to call his supervisor. He used his two way Nextel so I was privileged with hearing the conversation. Well to make a long story short (too late right) his supervisor, remembered the address and the problem, why shouldn’t he, he’s been here twice before. His supervisor mention the same things they discussed before, but he never followed up on it, basically my problem was swept under the rug with hopes of it going away. The tech told me that they’ll have to access the property behind me, which was always locked or get the Power Company to clear the overgrown foliage, which they have said no to earlier on, and he left my house after that. So I had to take matters into my hands. Later that evening after I came home from work, I fired up the chain saw, grabbed the loppers, gloves and jacket for skin protection and hopped over my back fence like cable starved addict looking for a fix. Yes, I trespassed and butchered the natural greenery behind my property. About an hour later, a nine foot wide path was cleared to the pole. I called Earthlink again the next day. Went through the painful foreplay of navigating through the menus, phone #, mother’s maiden name, last four social security digits …..Blab blab bla. Then got them to reschedule yet another install. June 12th.
June 12, 2006
Well a guy from Time Warner Cable (a third party installer hired by Time Warner) came out to my house yesterday. He said that TWC are in the progress of updating lines / equipment and they have a lot going on right now. He got the His ladder from the truck and connected my line to the pole, mission accomplished in no time flat. Then he came in the house installed the modem and I was up and running. The speeds are the fastest I've ever seen. There was no actual configuring, he just connected the wires waited about 30 seconds for it to detect and I was online. He also left an envelope with the Earthlink kit which had some literature and an installation CD; he said that in installation CD was not a necessity. I will not be installing it on my PC.
This guy was not a Time Warner employee and he is all familiar with how they treat their customers. He apologized to me for having to do all the brush clearing myself, but he said they are like that (time Warner) They expect a trouble free installation so they won't have to break a sweat, anything outside of that and the install will be swept under the rug ... if they don't cancel your order altogether.
I called Bellsouth a few hours later and cancelled my DSL service. I told them the reason for leaving and they offered my (3) free months of service to stay, but I declined. Then I was told that the DSL will be disconnected with 24 hours.
Hopefully I can get the Phone service without any hiccups now that the cable has been installed.
I will stay with TWC up until something better comes along.... My quest is to have fast cheap and reliable Phone and internet connection, even though it is a rare, or even impossible for that combination (fast, cheap and reliable) I'm remaining optimistic
Aug. 27, 2007
Wow that was a fast year. I got an IM from "System" asking me I if have any updates to my review. Not knowing what they were talking about, I followed the link and reread my Time Warner review. Oh that review ... that was a stressful time of my life, you can tell by my typos and sentence structure that I was under some stress. Some might not know it, but I titled the review with TWC phone number because I grew tired of loosing it, and since this site is my home page I figured why not.
I've had absolutely no problems from my broadband service from EarthLink (which is actually through TWC). My VOIP from EarthLink was a billing nightmare. I signed up for the service May 5th 2006 and on July 27th 2007 I finally got my billing straight with them. I would post a brief summary of the events that led up to this day, let me gather my thoughts.
My VOIP started online with a sales chat, and it turned out to be my saving grace.
Wait, I think I still have a copy of it.. Hold on.
….and paste!
Thank you for choosing our secure EarthLink Sales chat. All agents are currently assisting other customers. Thank you for your patience. You are number '1' of '1' customers in line. Your estimated wait is '0' minutes and '4' seconds.
Hello and welcome to EarthLink’s secure live Sales chat. You are chatting with Andy P.
Andy P.: Hello. How can I help you today?
Nate: I'm considering moving to EarthLink from Bellsouth
Andy P.: Great, I can help you with that.
Andy P.: Which of our services are you interested in?
Nate: My zip code is 29210, what’s available in that area
Andy P.: To do a check for service I will need your full name, phone number and complete physical address at that location.
Nate: ***** BACKSPACE, DELETE, BACKSPACE, DELETE, HIGHLIGHT DELETE. *****
Andy P.: Thank you.
Andy P.: One moment while I get that information for you.
Andy P.: I am showing that you are serviceable for our High Speed DSL service.
Andy P.: I am showing that you are serviceable for our High Speed Cable Internet.
Nate: which is cheaper?
Andy P.: DSL.
Andy P.: This is a best effort technology with speeds up to 1.5mb on the download and up to 128kb on the upload.
Andy P.: Right now I can save you $99 by waiving the fee for equipment and activation. You then get the first 6 months of your contract for only $19.95/ mo. and the remaining 6 months are just $39.95 each.
Nate: hmmmm, I have 1.5 d/load now with 256 u/load for 32.99
Nate: what are the cable prices/speed
Andy P.: You can get Cable Internet and Home Phone Service for a cheaper rate as a result of a promotion going on.
Andy P.: The price is $39.95 for six months/$59.95 per month thereafter, with a one time set up charge of $29.95. Which includes:
Andy P.: Cable Internet Service: 6 months @ 29.95; $41.95 per month thereafter
Andy P.: true Voice Unlimited: 6 months @ $10; $18 per month thereafter
Andy P.: You get unlimited local and long distance calling.
Nate: what speeds does the cable service offer?
Andy P.: This is a best effort technology with speeds up to 5.0mb on the download and up to 384kb on the upload.
Andy P.: You can also keep the same number that you have now.
Nate: will I have to cancel Bellsouth before you guys get the ball rolling on this
Andy P.: No you can do that once our service is up and running so that there is no Downtime.
Nate: But I have my phone and DSL active with Bellsouth now, if I'm using the same number won't there be a little down time
Andy P.: The installer for the Cable Service will give you a call in 72 hours from the time you place the order.
Nate: Great, I think I want to get started on it
Andy P.: Then you can disconnect your DSL accordingly so there is negligible downtime and then for True Voice setup you can discontinue your regular telephone line once our service is installed.
Andy P.: Would you like me to get this order started for you?
Nate: Yes
That was the first page of the (3) page dialogue I had with the rep. first bill was no surprise, but when my second bill came it was $23 + and I’m suppose to be on a $10 promo plan, even after the promo it suppose to be $18 thereafter. Me thinks it was just a glitch of the computer, nothing a little phone call won’t fix. I dial the numbers on the speaker phone and began checking email while listening to hold music.
The rep came on and I told him my quandary. There was a pause, he then said “what is your phone number again” I repeated it to him. He started to rap away at his keyboard like he was playing a piece from Beethoven. Me thinks … this can’t be good. I had my heart set on getting an apology and terminating the call as quick as possible, but still silence.
Then he cleared his throat and said we don’t have the price in the system. I said that it was a promotion that I signed up for two months ago, my first bill was right but my second bill was not. He said “sorry but our computers doesn’t say that.
I asked, “What promotion is EarthLink running for Tru- Voice? He said $17.95 promo and 23.95 thereafter. At that time I became silent, seems like the fecal matter is getting closer and closer to the fan. I told him that I signed up under a different promo and it should be honored …. I’ve even got the sales chat to prove it. He called my bluff. He said fax or email it to him … so I emailed it while keeping him on the line. Upon receiving it he put me on hold, then came back saying they’re fixing the problem and they are going to override the system to correct the billing. It’s funny, when I get a wrong bill (in their favor) it accidentally happens, but to fix it (in my favor), a system has to be overridden, clearance has to be gotten, management has to sign off and all that after a being on hold for 30 minutes, Nevertheless about 45 mins after the initial call it was handled.
The Third Bill
Bill #3 - $23.95. Okay let me reason this out, even if I was signed up for the new promo plan my bill should be $17.95 not $23.95. Here we go again 1800 EarthLink. Got a lady this time, I catch her up with the soap opera – she pulls up my fill and sees that I’m not a pathological liar – she corrects billing. I ask her to please see to it that I get the current bill next month. She said that there is no way that can be done, she said I’ll have to call in every month and get it corrected manually. I couldn’t believe that, but accepted and prepared myself for next month.
This song and dance was played every month until the last month of my promo period.
Even though it was my last month on the promo, if I choose to stick with EarthLink, I would have to call EarthLink every month for the rest of my life because even my non-promo price is non-existent. I had a choice to make, either succumb to the new pricing or cancel service. I made the last call to have my bill corrected and to cancel, but the rep offered me a (3) month credit so I won’t have to call in again in three months … I did the honest thing and declined it because I knew I was going to cancel …. Which I did. – stupid move.
Next month after cancellation
Bill $23.95 – WHYYYYYYYyyyyyyy! I’ve returned the box, the wires, the hardware, all on my dime, haven’t used the service and the number has already been ported to um uhh, I’m ashamed to say it, the company the was named Sunrocket … yeah I know how to pick em’. Anyway why the bill ??? I called Billing, they claim that the bill will be adjusted after receipt of hardware (which they already have) go figure.
So I ignored it, maybe it will go away, besides I’ve already cancelled. (I should have gotten the three month credit.)
Third month After Cancellation
Same bill came with late charges. Then I started thinking, If I were to pay this bill not because I owe it, but because it will be like buying sanity, great idea, you can’t put a price on sanity. Me writes check – Bill paid. – another stupid move
Fourth month After Cancellation
Another bill - $2.31
$1.00 for not have electronic billing
$1.00 for requesting a paper bill
$0.31 misc
The reason I don’t have electronic billing is because I’m not a customer, but even if I was, doesn’t that $2.00 charge look like double dipping to you ? non-electronic means paper bill, why two separate charges? They just would not quit. My shredder happened to be hungry that day, so I fed it .. I just can’t be bothered.
Fifth month After Cancellation
July 27, 2007
Another bill came, double what last months total. Divorcing EarthLink Tru-Voice is not easy, its been months since we parted and now I guess I’m paying alimony. I made the final call to clear up this mess and I must have caught the right guy this time because he started back tracking when all this chaos started. He brought my balance to naught and then he almost want to bet me that the bills never show up again.
So ends my EarthLink saga. I would hate for anyone to waste any portion of there life dealing with this.
TWsc 866-892-7201
1877-599-8333
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 Review by gigahurtz
UPDATED: 249 days ago
member for 8 years, 2384 visits, last login: a few hours ago
Palm Coast,Flagler,FL
$41 per month
about 4 days
"Excellent speeds, features galore - 6 months for $30!"
"Nothing really - more upstream would be great!"
"Overall i'm 100% happy - i'm glad I made the switch from DSL"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
++UPDATE: 3/4/2009
I was recently notified of a DSL deal of $27.95 a month for 6.0 Xtreme package through AT&T. I was tempted to switch but decided to call Earthlink (Brighthouse) first prior to doing so. They gave me a $29.95 price again for 6 months along with a direct line to request another 6 months promotion when this one is up. That is quality customer service (on Brighthouse and Earthlink) and I'm happy I stuck with them.
Service has been flawless. Everything just works.
++UPDATE: 5/13/2008
So I made the switch away from Earthlink and to RoadRunner and then eventually to FastAccess DSL again and regret it. I recently switched BACK to Earthlink and I'm very happy I did. Friendly service, great rate for the first 6 months and reliable service. I originally switched away because of a discounted rate from RoadRunner but will stick with Earthlink.
Solid service, couldn't be happier.
++UPDATE: 1/13/2006
I have been using my cable connection on a daily basis and haven't witnessed one bit of down time. I must say that I regret my comment on "my FastAccess connection being more stable". Although my DSL connection was stable, this connection has been flawless since my first problems with the installation. I couldn't ask for more from my internet connection. Fast speeds (even during peak times) and 6mbps+ late nights and early mornings.
I ended up adding Cable TV to my package and got more of a discount on my bill. I have recommended cable to many of my friends and couldn't be happier. Go Brighthouse and Go Earthlink!
++UPDATE: 12/12/2005
Still a solid connection. I don't think i've had any down time whatsoever. The connection is very quick (even during peak hours) and even faster in late night- usually about 6Mbps (on 5Mbps account). I love my connection so much that i've decided to switch to VoIP.
If you can get Earthlink High Speed Cable- get it!
++UPDATE: 9/17/2005
Our connection has been somewhat stable - however I must admit that it hasn't been as stable as my FastAccess DSL connection in this area. We are seriously considering switching to Bellsouth's 6.0Mbps package when it comes out in October. I have received another $20 credit on our bill ($9.99 for first three months so far) due to a major slow down in our area in the past couple of days. Turns out they were upgrading (which I found out on my own) and not one technician on the phone informed me of this. It did end up getting better (I believe it was an upgrade in the Tampa Bay area). Either way, customer support is very poor:
Earthlink rep sent me an e-mail to test my connection to see how "fast" I got it. This rep was very misinformed and I could not believe she was actually a customer service rep to begin with. No offense to her but she was not knowledgable whatsoever. She was like a lost puppy. Her final answer to me was: "Maybe it'll be better tomorrow, lets hope so." Again, she never mentioned an upgrade of any type.
I'm not encouraging anyone to stay away as each area has different experiences - I would suggest testing the waters before you commit to anything.
++ORIGINAL REVIEW: 6/25/2005
Service has been good for first couple of hours. I will post updates every few months. I have switched from DSL to Earthlink Cable and so far i'm happy. Installation was HELL (Brighthouse).
Timeline
Thursday, 6/16
Installer from Brighthouse arrives to install service. Service doesn't work and says that "tap needs to be serviced, it's backwards". Says that he will have someone out the next day to fix it.
Friday, 6/17
No one arrives - I call and i'm told we're scheduled for Monday.
Monday, 6/20
No one arrives - i'm told that our appt. is for Tuesday.
Tuesday, 6/21
No one arrives - i'm told that our appt is for Wednesday.
Wednesday, 6/22
Very frustrated, spoke with a supervisor about the headache and assured me that it would get resolved. Carlos in Orlando gave me his direct line and told me to call with any problems on Thursday. Someone checks the tap and it's fine but still no service.
Thursday, 6/23
Call Carlos and told him of frustrations. Was given a credit on account. Scheduled appt. for Saturday, 6/25 to have line looked at. Was asked if i'd like to be called if the technician can come earlier - I said yes and gave my phone #.
Exchanged modem with another one at local office (Brighthouse) - does not resolve problem. I also change my appt. from Saturday to Friday 1 to 4PM. My girlfriend and I both work together so we both took time away from work to wait for technician at home. I came back to work while GF was at home. Missed a call on cell phone at 3:30 stating that technician had word to "call beforehand". They didn't receive an answer so I must now reschedule. I call up furiously and reschedule for Sunday from 10AM to 1PM.
Saturday, 6/24
Receive phone call asking how our "service" has been from corporate headquarters. Gave them an earful and was told that we had an appt. on Sunday 6/26 from 10AM to 1PM and that they would follow up.
Sunday, 6/25
12:30pm - Called Brigthouse to confirm appt and turns out we were down at 1PM to 4PM. Spoke to supervisor again and was "apoligized" too and told we would have someone out right away.
1:35PM - Technician arrives. Checks a few things and fines a bad connection at end of wire outside the house. Replaced and up and running
THE END.
I was very unhappy with the installation but do not blame Earthlink for this.
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Review by sunebird
Posted: 267 days ago
member for 6.9 years, 178 visits, last login: a few hours ago
Newport,Carteret,NC
$49 per month
"Excellent speed"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
|
No problems ever with earthlink
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