We've had Earthlink DSL and phone for about two years and everything was fine until the start of December. In the past we had noticed transient drop-outs in our DSL whenever there was a heavy rain but as the dropouts became more persistent we started to call Earthlink Customer Support.
Each call could take from 5 to 7 hours. They never had any record of the previous call even though the issue was not resolved. The Customer Support reps could do nothing for you until you had performed all the steps in their script each time.
After a month, we were able to persuade them that the phone line was at fault and a technician was sent to confirm this. A follow-up visit from a phone company tech fixed the line, but our problems still persisted. Finally, someone at Earthlink said, "Didn't you check our website? We've had problems with the NIDs in your area for weeks."
The best offer we had from them was to give us a credit towards our next month's bill. We won't get that credit because we cancelled our contract last week, switched to Sonic and couldn't be happier.
