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Review by gypsysmurf 
Posted: 2 years ago
member for 6.3 years, 11 visits, last login: 2 years ago
 Nashville,Davidson,TN
 Business customer
 $85 per month
 about 3 days
 AT&T
 "Price/performance"
 "Complete lack of service"
 "Stay away"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
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My business in Nashville, TN had Earthlink DSL for quite a while. They were charging us well over $100 just because we were a business. Then, I discovered Earthwave.net.
They offered slightly better speed at a lower cost, with a free DSL modem, so I bit. We were up and running pretty easily with the kit they sent. I did have an issue in the first week or so, had to call them, left a message, heard back the same day, and got it working.
Well, when we didn't have issues, it ran fine. However, things took a major turn for the worse. I had a major problem where I lost internet and it didn't come back for hours. I did everything I could on my end without luck, so I gave them a call. I rely on my internet connection to run my registers and cross reference at work, so it's a necessity.
Unfortunately, I didn't hear back still several hours later, so I installed and signed up for a trial of dial-up internet (And no human should ever have to do this after experiencing broadband). I got one register running, so that's all I cared about.
THE NEXT DAY I hear back from their customer service, I describe my situation, tell him I've restarted the modem, etc...and he says he'll have to forward it on and they'll call me back. So they call me back, this time with Covad DSL also on the line (apparently they're really the ones running my DSL lines). They can't figure out the problem either, and tell me they'll have to call Bellsouth, who owned the routers closest to my location.
I NEVER HEARD BACK after that. Not at all.
I decided I'd give Bellsouth DSL a try since they're the ones who own the equipment closest to me. I called Earthwave to cancel my service, of course getting an answering machine. I leave my message that I'm cancelling, and figure I'm done with it. That was 4 months ago, and they've billed me every month since then. I've called numerous times, and nobody ever calls me back.
I hope if you think you want to try this company out, just try reaching them on the phone. Tell them you're a current customer and you need support, or that you are a customer that wants to cancel. See how quick they get back to you - if EVER.
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Review by juanjo1
Posted: 4.6 years ago
member for 4.6 years, 0 visits, last login: 4.6 years ago
Gaithersburg,Montgomery,MD
Business customer
$69 per month (month by month)
about 30 days
"Service is stable"
"Installation coordination was horrible!!! Also, sales rep. was VERY misleading!"
"If other service available, will switch!"
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I contacted initially contacted Earthwave because of their ratings and availability in the area...however, the sales rep. would quote one thing but it would turn out to be wrong! Also, covad, the installer of the DSL line was horrible with respect to coordinating with Earthwave as to when will equipment be installed. Tech support is ALMOST never available!!!
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Review by absolutkt
Posted: 4.8 years ago
member for 4.8 years, 1 visits, last login: 4.8 years ago
Washington,District Of Columbia,DC
$81 per month (12 month contract)
Verizon
"very few"
"worst customer service ever"
"dont use"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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We were first attracted to Earthwaves claim to offer such a high speed for such a low price, and ordered their 6000/768 for 79.00 using their website. Our service was set up with no problems, but our connection proved to be extremely unstable. (We could only get about 20 minutes of uptime each day, if we were lucky). After trying to reach customer support through email and phone for one month, we were about to give up on our service. Finally we reached a technician who informed us that this is a very common problem and we need to downgrade our package to 1.5/384, which is being advertised on their website for 67.00. (a price which seems awefully high for the connection speed) Being upset that Earthwave knew they were providing us with unstable internet, I asked if they could discontinue our service with them. They said no, not without a 350 disconnection fee, and we were stuck with a connection that we didnt agree with in the beginning of our contract. That was in october, and they are still charging us for our initial dsl package. We have been trying to contact their billing department scince October, and they simply do not respond. Not to email, not to phone (which they never answer) not to anything. I am at my wits end, and am thinking about reporting them to the FTC.
Followup comments:  gypsysmurf
join:2003-07-23
Nashville, TN
| Same problem with their billing I'm having the same problem, and have billed every month since I've tried to cancel them. I've forwarded my negative review to them in hopes that'll help them cancel my account and quit trying to steal my money.
I'm going to be reporting them to anyone I can, and recommend you do the same. | |
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Earthwave
