Rather than create a new post, I will copy from and paste from my posts at a difference website. Please understand these were in response to a question "How are you doing with your Earthlink DSL?"

Here goes (lightly edited — errors exist):

Yep. And it's all Phil's fault.

When we were exchanging information regarding his new high-speed DSL service, I dimly remembered that in order to get Earthlink high speed, you needed a dedicated line. They had four programs, including a high speed IDSL that would give you the same upload speed as download speed. So, I thought, now is the time for me to see what Earthlink offers now.

Wow! On my second line, I could get all the way up to 3.0Mbps at the same price!

Just to verify, I called DSL tech services an spoke with one of them Filipino ladies who quickly confirmed that I could. I requested that she check with upper tier tech to be certain because I was currently running about 450-600kbps and I had HomeNetworking. Once again, the answer was "Yes."

So, I started down the path to what I thought would be Hog Heaven, but has turned out to be Hell on Earth.

The journey begins around 1 PM of 2 February.

First, I called (I could have gone on line, but I like to hear the soothing and assuring words right from the horse's mouth. This time, it seems, I was talking to the other end of the horse.)

The task at hand: Transfer my DSL from the line I was told I should not even be receiving DSL on to the other line, approved for 3.0 by their techs. This was entered, with a stop date of 2/7/05, so I can get some stuff done with DSL connection to finalize mail modifications.

Then, I called HomeNetworking, (my service was entered on 25 Feb 2002) because a different tech told me that the modem and router were no longer supported and I needed a new router, one that would work through e-net or wireless, and an addressable modem and router so I could turn hard-coded MacPoET off in the modem and to deselect wireless for the router if it would interfere with other equipment.

I explained this to that woman and she put me on hold for about 20 minutes and returned to advise me that she could not send out the new equipment because there was not a "place" on any online form to check off such a request. She could cancel HN from her site, then I would have to go online and place a new order. She could not take an order for new service, and she did not think to transfer me to the sales department for HN so I could explain what I was doing and enter a new order.

As we spoke, the synch light went off on the router, HN now being terminated, and I hung up, identified the e-net cables from the Ti book and the 8600 and located in the rats nest of wires under my desk the telephone line leading from a splitter, leading from a splitter, and connected both phone and e-net and...was not able to make connection.

After about 45 minutes on hold, another tech advised me that install their complete software package but I declined, advising him that I would consider doing that after I was able to connect, because, Please, how did he think I could install the software I had to download without being able to go on line. >FLASH!<

"If you do not have MacPoET, you will have to wait for a CD to be sent to you and that should arrive in about 7-10 days." Ah! A search of all partitions revealed that at some time I HAD downloaded MacPoET's installer and had it moved to the desktop. A quick install and re-boot and we were ready to go.

He walked me through the TCP/IP setting and I established a connection. All is good.

The following Wednesday, the third day after the cut-off was supposed to happen...it did. So, I reverted to Dial-up.

In the meantime, two days I had entered the order for transfer, I was advised there would be $99.95 DSL fee that would be rebated after I received the modem and submitted a coupon, and there also would be a $50.00 service fee for moving my service.

After a phone call to advise them what they could do with their charges and that when the Amex bill arrived, I would contest the charges because I was notified ex post facto, this had not been explained to me, and it was too late to go back.

But let us return to Halcyon day I made first Earth contact. I did go on line and enter the new order for HomeNetworking, working my way from page to page, and when it came to Additional Computer, I clicked Yes, and that brought up an option of in same room or different room. I clicked different, and a charge of $99.95 appeared. I left the window, and called HN sales and was advised that was so I could connect to my electrical circuit.

Now, the service that I just terminated connected through my phone lines, so if I wanted to use the Book in another room, I used the $39.95 connector and made a settings change and I was on.

So sorry. This not work that way. After a few more questions, the woman could tell I was not pleased at learning of this change, so she transferred me to a tech. (By this time, I have spoken to roughly 5% of the population of the Philippines.) The tech advised me that that was not correct: In order to use the computer in another room, I needed TWO of these $99.95 devices, confirm the fear I expressed to the chic about "How this stuff gonna get TO the electric circuit? Through the router connection because they had a footnote advising you to NOT plug the router into any device other than a wall socket. Ah! (A favorite Filipino term, it turns out) that is why you need two...one for your computer in and one for an e-net converter to electric plug out.

I went back and passed on the connection. You see, the tech told me that HN was HN, and if I wanted to use my OLD equipment, I could still use the phone line. I found out later that he was full of Mrs. Marcos' shoe scrapings.

[And, by the way, just between us, if you go to Earthlinky's equipment page, surely you will find that $99.95 device and you can order when you like. For fun, I clicked on the link, that took me to Amazon, recognizing my cookie, welcoming me, and advising that this was a Linksys product and THEIR cut-rate price was $79.95, a $20.00 savings. Ah ha — missed a screwing by Earthy.]

I scrolled down the page and there was a link for Specifications (floating around the usual Amazon recommendations of other things you can buy, ads, reviews, etc.).

Hmmmmm.........this requires a software installation and they do not support Mac anything. A quick call to Linksys confirms this. So, no matter which course I would have taken, I would have been screwed, blewed and tattooed

I finished my order. All is well.

Now, I go back to the mail and there is a link leading to current status. I published that jpg earlier. My order had been placed 12/27/2099.

There were two radio buttons for HN. Both showed the same thing: I had cancelled HN effective 2/25/2005.

Now begins the long journey into the labyrnthine world of various sales and support areas of Earthy's F-pino telephone numbers, departments, hours on hold and almost each time being booted up the line because someone cannot understand American.

I have a HN order. I don't have a HN order. I was billed for early termination of HN (another $99.95), and again I had to work my way back through the channels and explain to them that since I had HN since 2002, I was starting my 4th year, and the early termination did not apply. We will credit your account. Pardon me lady, but Bull**** — you will credit my Amex card.

Two days later, a credit is e-mailed, showing credit to the card.

TIME OUT

You must understand that we are only half-way through the Golgothan walk, this trail of tear and frustration, that led to my ultimate choice. Read on, Doc.

TIME IN

To cut things short, I was told to disregard whatever was on the now four progress screens. Everything was in process.

In the meantime, I am getting warnings that I am exceeding my free time and will be billed for each additional hour over the maximum, which I found out was 10 hours, no matter their constant screwing around.

Well, by Heaven, the modem changed the flickering dsl light from blinking orange to blinking green. Something wonderful is about to happen. Like in the movie 2001. I was notified by the revised new DSL screen that the service order to trurn ON the service was entered on the 14th, my new modem was UPSed on the 15th, and my service would be hot on the 16th. However, on the afternoon of the 15th, it DID go hot. No connection.

More time waiting for service. Since your service is not supposed to start until tomorrow, we cannot help you. Call back.

I did. Tried for a few hours (yes HOURS) to get the modem to synch. No go. A Higher Being, working in the Vendor Relations division would have to help me, here is your trouble ticket, and I will transfer you now. The line went dead.

A while later, after feeding the cats, hitting my head with a hammer (because compared to what I was going through, that felt much better), snarling at Carolyn over the phone during the interim, I was able to connect to what is called "Vendor Relations," which used to mean Highest Tier DSL Tech department. It is now around 11:00 PM.

Miracle of miracles! An obviously American guy answers the phone. Omaha, Nebraska. Cool. Easy. No translation required. The trouble ticked freed me from Filipino bondage!

They do not work with BellSought: Covad is the provider. He will call me in about two hours. If I don't answer the phone, leave a message. I certainly will. Next morning...no message. Has this Filipino thing become a scourge of the land of Earthy?

-to be continued due to size restrictions-

PAGE TWO

Not so. Early call (not so early...8 AM, but this time I am speaking to...praise the Lord...a guy in Texas. He will enter a trouble ticket with Covad and I am to call back in 4 hours for a status report. Cool. Five hours later, I call back...but Sean advises me that dude got busy and placed the order about two hours later...please call back in another hour or so..."Covad gets irritated if we bug them too soon." I explained that he hadn't seen irritated yet until he spent the past week or so with me.

Called back. Sean advises me they reset the card, reprovisioned the line (I love that word: I heard it so many times in both male and female sing-song voices beginning on the second that I think I will have it tattooed on my forehead...backwards...so's I can read it every time I look in the mirror). A tech visit was the next thing. My modem, dsl lights now blinking, reads dead.

Yesterday, Tech arrives. Neat guy. Looks like a smaller Wilford Brimley. He's a Mac guy to boot! Has 8 of them, all the way back to the 128. However, he has to use a PC to communicate with Covad online.

Pops the phone off the kitchen wall (I had moved the modem, attached a splitter, moved the Ti book...everything was ready for Covad guy).

Attached a filter to the split and BANG! All lights green. Hmmmmm.....the tech guy said don't filter the phone.

He logs on, enters a report, and all is well in the world.

Until he snaps the phone line into the jack. No service.

Ah! He says. You have a two-line phone! I always have. He jerry-riggs a short line, which results in the lines being switched. That won't work. Well, the problem with the line from the internal part of the phone to the jack is that the front pair are on line 1 and the back pair are on line 2 and no standard filters will filter the back pair so you are going to have to find a 2-line DSL filter.

He leaves, his job done, I go to Radio Shack and $18.00 later, the modem is synching. (Now, no one, including the senior dsl guys, ever asked about the possibility of a 2-line phone. More later.)

The new modem arrives, but I do not open it. I was told that the ENI Speedstream 5660 DSL modem was a fine piece of equipment and would work until my addressable modem would arrive. Too much to mess with. Back across the seas. This time, using OS X 10.3.5 partition, Isel and I began a three hour trek into the Twilight Zone. I Gave up, said farewell, and unpacked the new Zyxel modem. Neat looking device!

Now back on 8600. Can't get ACT light up and cannot connect. Go to Quick Start card. On the front side, which has a couple of pictures showing how to connect filter and stuff, in small print: "If you are using a two-line phone, you must purchase and use a dual-line microfilter to supplement your DSL kit."

Done that.

Carefully following all instructions, which require that after all synch lights are lit, you need to open your browser and enter the address "https://172.16.0.254/setup.html" and a service window from the modem, accessed over the Ethernet and TCP/IP Ethernet/DHCP setting, will allow you to enter you e-mail address, password, and connect. Went to bed at 1 AM, unconnected.

This morning, I call that distant land and young man say: Tun all off, then turn all on please. I do. Now, trash your AppleTalk preferences (Wait! Where does AppleTalk come in? Never used it before. No instructions to use it.) and your TCP/IP preferences. Open AppleTalk and set for Ethernet. Open TCP/IP and set for E-net and DHCP. Now open browser and enter JUST 172.16.0.254. How about what the instructions say? Forget them. I do. Up pops the window. Go to settings. Enter information. Click "Connect" and we are now going to my start-up page. Amaging! Five minutes!

More later.

BACK TO HOME NETWORKING

On Thursday, I called again, going through a few more of my friends (by now, I have spoken to 47% of the entire population) and I get really smart cookie. Logical. Takes long time searching trail. Finds two sets of files. Seems I do not have HN order, in spite of the fact that one of those windows has changed to say that I do. Entered on 2.2.2005.

Seems that when the cancel order was performed by woman I was on phone with, it takes three or four days for that to propagate (another word frequently used and may join "provisioned" on my forehead). So, when I went to enter new order the same day, though that order was accepted, someone had canceled it and even though the screens are supposed to be updated every two hours, the one showing I have active order is wrong. Please wait 5 days and reorder. On line.

Thank you. Razor cuts to my wrist. Feel so much better that dealing with Earthy.

Now, back to DSL.

I speak with America again, and the SUPER TECH runs a tracer. Hmmmm...... I am 17,000 feet from the switching station, paced in "safe" mode" and set for 384kbps.

Through the blinding tears, I run my own speed tests, plus those from what he says is the best speed test site ever because you can choose from servers across the country and even in the Bahamas. But I told him that I tried also to download large files from Adobe and from Apple, and the average speed was....84kbps!

Sorry, dude, that's all your gonna get.

Suddenly, the Earthlink page that for three days while I was making up my mind what to do, glowing reported I could receive everything except cable now advises DSL in not available at any speed over the telephone line!

I insisted on speaking with an American when I called billing issues and spoke with a lady in North Carolina and have a special direct line I am going to call Monday to terminate everything but Dial-up Light (at $9.95 a month, until I can advise the world about other mail addresses (though I WILL miss the superior Brightmail).

I called Comcast (after confirming my address could receive 4.0Mbps) and spoke with Tashika. It took a total of 10 minutes to establish a code, add to my account, and the self-install modem will be shipped on Monday (or I can go buy a modem from any electronics store - they do charge $3.00 a month for the modem, but I am under NO CONTRACT).

I get the first three months for $19.95, then $42.95 (as opposed to the $39.00 I have been paying), and, by the way, this includes your MP3 player. I don't really need that. Oh, but it's free...it is an iPOD, with an address to download a large number of free music until the end of March. Are you familiar with iPODS? What's the drive size? It's the small one...24MB...but it's your to keep. No charge.

Did I mention "hog heaven?"

All along, all those top level guys praised their cable when I mentioned I thought I was going to change. Not one of them was using Earthlink Cable or DSL.

Nuff said.

So, Doc, that's part of Big Picture. There are two million stories in the Big County. This has been one of them.

Oh...by the way. When you reboot, you have to turn AppleTalk off. Then turn it back on again. I know. It just took me a half-hour trying to reconnect after a freeze.

Lloyd

PS

I'm not spending any time editing this. But just to add:

Originally, the DSL guy (in 2000) put a filter right to the modem. Later, the HN tech (then American) said "Oh no!" Move the filter to the splitter and let the line run through the splitter.

The email regarding DSL information I received, after the cut-off order, stated that NO filter should be on the DSL line.

One of those special guys said that I was probably losing 20% speed by having that filter. So my 450-600Kbps would have jumped, and had I know all about this trip, I never would have changed. But as the DSL guy told me today, "With cable, you'll never look back!"
_____________________

Followed by:


-to be continued due to size restrictions-

PAGE THREE

(Hey...you wanted complaints, huh?)

Anyway, back to Earthlink.

Friday noon. Threats of dire consequences for canceling. Oh yeah? I don't give up that easy. Here goes:

(First, I did attach the new modem and had a freeze on Sunday. Upon re-boot, I was advised that my InternetConfig files had been lost and I should re-enter all of the information - which I really seldom use, but there are some programs that require it - or try to restore from a back-up. Since I had turned off automatic back-up, what I had from before in one of the back-up partitions would do. Copied the program (nothing wrong with it, though) and replaced the preferences. Then, tried to copy the System folder to another partition. No go. CopyAgent needed a missing InternetConfig Lib file. Since these files are generally "captured" in an extension, and I could not copy with extensions on, I rebooted with extension off. Copied the IC extension, re-booted...no go. So, back to Extensions off, and I replaced the entire Extensions folder. Booted. Fine! Oops. Freeze. Ran TTPro and EVERY partition had Volume Structure problems, and there were a large number of files that needed bundle bit or date corrections. Then, defragged, which took hours, but three partitions, including the boot partition, had lots of fragmented files. The start-up partition had 47 fragmented files and over 500 free fragments. I had already cleaned everything up last week. Then I was having problems with the partition that holds the VM, along with some programs that I seldom use and won't fit into the Applications partition, but acts as storage for Outlook files. This partition had not been backed up for a few months. Not on the schedule. Is now.

The partition would not load.

It would attempt to, but the Mac wanted to initialize it. A 15 GIG partition.

Now, for those who poo-poo DiskWarrior

After a palm-sweating 45 minutes, DW rebuilt the Directory, showing both new and old files, with a minimal file loss but one of those "serious warnings," installed the new directory and saved the partition.

Anyway.

Friday. 17:12 EST. Spoke with Filipino. I want American. Transferred to Anna, North Carolina. Review my problem. She agreed. You need help. Gave me "PRIORITY CALL-BACK NUMBER" with Option #2. Call on Monday. You'll reach an American.

Saturday. Glass of vine in hand, sitting at table waiting for Carolyn to deliver steak for dinner...call from perky-sounding young lass from Earthlink. I have time for 5 minute review. She advises me that they understand there have been problems with the Filipino service, but all it will take is a little time for them to become familiar with terms, etc. I commented that it would take about another generation and excused myself.

Monday. First, print a copy of my long(er) post for reference.

8:36 AM: Call number for American Woman (or Man). Filipino voice. Asked to be transferred to America. Sorry. Cannot do. I have to call regular Earthlink number..

8:52 AM: Rech Filipino. Transfers me to America. Weak voice answers phone. Are you in America? Yes. Where? Texas. How far are you from Dallas? Downstate, in San Antonio service center. Okay. Now, this is going to be very long, very complex, covering Home Networking and DSL, screw-up in orders. Incorrect technical information. Credits. Adjustments. Other matters. "Can you handle this, or would you like to transfer me to someone up the line?"

Famous last words: I can handle it.

9:41: I am going to have to transfer you.......(you twerpbutt little twit!)

9:44: American Woman Sami answers. (Heavy southern accent. I thought women named/spelled "Sami" came from New York or Miami Beach.)

10:36: Sami agrees. Will cancel all charges except that the early termination fee will have to be credited when the modem is returned. Would mail R/A today. Will convert your account to $9.95 dial-up and you will still have all of your mail services (which is all I care about anyway). Bingity-bang. Over. Finished Finis.

Sami really wanted off that line, but she did mention they have tech services in India. How do you reach them, I asked. Seems it's done by call zones, routed by the computers managing their phones. Guess if you live in, maybe, Hoboken you get to speak to India.

Already set up for cable. Downloaded manual. Modem, kit, printed manual, iPod being sent today. Billing starts on 25th. Already have code number for first log-on. Going to get a nice, new hard splitter and have new line ready for modem arrival.

Whatever cable may hold for me, it will be light-years ahead of what Earthlink can offer.

And that's it.
_________________

Yep, that's it. So much for Earthlink's "Customer Service" when you have to ask a question more complex than how to do something really simple.

Be careful out there!

Lloyd
.

Hello Lloyd
Good to see you online again !!!

I've had a cable modem for five years now and LOVE IT !!! Except for the rare brief outage I've had NO SIGNIFICANT PROBLEMS. The speed is AWESOME compared to my old dial up.
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