Earthlink and Sprint -> Unacknolwedgement of Problems - Bye Bye to Both of Them

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Over the last year or so I've had several go rounds with Sprint and
Earthlink
regarding intermittent loss of DSL service.

They always are careful to have us chek our Wireless router, our
computer
and the phone line and these things always check out OK.

Later our lost Internet connection mysteriously returns and works OK
for a while
without any explanation from either Sprint or Earthlink about what was
wrong.

Well, I think I've had enough of this.

It is obvious that they have some sort of systemic problems regarding
their
network infrastructure and apparently they have some misguided
corporate idea
that sweeping the problem under the rug, and having ever-so-polite
Indians at a call center pretend to help out is somehow going to keep
everyone happy.
Earthlink's widely proclaimed spam blocking tools are equally
incompetent
and not worth discussing here.

Well, I'm here to say that this sort of mass deception might buy some
time
for the foolish corporate strategists who designed this policy but will
inevitably lead to corporate ruin - just as the misguided design
polices and failure to change the status quo at GM and Ford have
gradually undermined these once great companies to their present state.

Many thousands of others must be experiencing similar problems,
see the following, from Dave C. - my experiences are almost exactly
similar.

Repost of message showing similar network problems
(and similar customer "service" (sic) responses follows:

Dave C.       Dec 23 2003, 5:30 pm     show options
Newsgroups: comp.dcom.modems.cable
this author
Date: Tue, 23 Dec 2003 17:30:31 -0500
Local: Tues,Dec 23 2003 5:30 pm
Subject: Re: Earhthlink: 502 Permission Denied occurng Intermittently
Reply to Author | Forward | Print | Individual Message | Show original
| Report Abuse

....

I was a Earthlink DSL customer.  I would frequently get 502 permission
denied, service restricted to Earthlink Member networks error codes
trying
to access the earthlink news server with my Earthlink DSL connection.
I
would call Earthlink or "chat" Earthlink, and I was always asked if I
was
connecting to the Internet using some other ISP.  My response was
always
that Earthlink was my ONLY ISP.  That happened for a few months
intermittently, and then that particular problem seemed to solve
itself.
But the last few months I was using Earthlink DSL, I would lose
INTERNET
connectivity entirely.  Symptom was always the same.  Modem would have
three
steady green lights, but no web page would load, and I couldn't ping
any
address.  I was always told to turn off my modem and restart my
computer and
(of course) this never helped.  I was also always told by Earthlink
that
there was no problem with their network and that the problem must be on
my
end.  But I did notice a pattern where if I didn't REPORT the dead
connection, the dead connection would continue indefinitely.  On the
other
hand, if I reported the problem, I would be told that there WAS NO
PROBLEM,
and then the problem would mysteriously disappear within an hour or
two.
(!)  It was getting to the point where I would have a dead DSL
connection
for at least 12 hours every other week.  I eliminated all my own
equipment
by trying a different DSL modem and hooking up a different computer to
it.
It was NOT on MY END.  The last straw was when my Earthlink DSL
connection
went dead for three days straight, and THIS TIME ONLY Earthlink
admitted
that the problem was on their end.  But when Earthlink reported that
the
problem was fixed, I (of course) still had a dead connection.  Around
that
same time, I learned that Comcast had finally begun to offer cable
modem
service in my area.  So I'm paying more money for Comcast now, just to
get
rid of Earthlink.  Cable modem can be up to twice as fast as DSL, but
with
DSL you don't have to put up with service slowdowns like I frequently
experience around 7PM or so on the Comcast cable modem connection.  So
if
both were equally reliable, I couldn't say that one is a better deal
than
the other.  But I can say with 100% certainty that Comcast cable modem
is
more reliable than Earthlink DSL.  -Dave
End of Repost


I hope people at both Earthlink and Sprint see this in the
hope that they will come to realize that this kind of corporate
strategy will not work in the long run.

Jim Pannozzi



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