Complaint Review: Earthlink True Voice

Recent re-assigned to FL, I contacted Earthlink to provide high speed internet. I saw they also now have phone service (True Voice). I requested an install for Nov 3, 2006 to go with my house closing date. They started to charge me from the day I called. After 2 hours of explaining I should not be charged for service I could not use and the date I requested should be the start date, I finally was credit those charges. Something simple was difficult to explain to an Indian Call Center.

When I did move in and install the True Voice equipment, it did not work. The sub contracted service provided by Bright house was working great. Earthlink does not install, they just mail you the equipment.
After spending 25 to 35 minutes to get a hold of a live body from India, I was asked many security question, then transferred to rep that would assist me.

Another 20 to 35 minutes. That rep then would state I needed to talk to the first person again. Long story short, this went on for 2 weeks. No department was authorized to ship new equipment out. They thought the other depart was responsible. Tech Service and Customer Service.

Once I had the right equipment, the phone service was so poor quality; Family asked me not to call back, until I got a new phone service. The feedback would hurt. Along with the echo, choppy clarity.

I spend a month asking for help to correct the service, I finally got someone to tell me the problem. My lxx and lxn lines were crossed. I asked to correct that, he couldn't, I would have to fix it myself. by disconnecting the service and reprogramming it through a series of calls to a phone computer and then reconnecting. I didn't make sense to me, how can you call someone if your service is disconnected? So, I said I would like to cancel service.

I am now being billed for service not received and they refuse to refund me my cell phone calls to their so called service line overseas.

This internet service is not the company it was 2years ago. They take your monthly fees and provide very little in return. If you provide a good product, then you don't need a large customer service staff. And the hold lines do not need to be 35 minutes to talk to some one.

To make things worse, I refuse to pay $106. Since the service they offer was not provided. I responded with a dispute letter and they came back with a collection company. I first ever! This hurts me and my perfect credit.

PLEASE, DO NOT USE THIS COMPANY. STAND UP AND SAY "NO" TO BAD SERVICE. I switched to Verizon and very happy now.

Michael
Wesley Chapel, Florida
U.S.A.