My battle with Earthlink

[Derek Trotter]

Last week I looked around earthink's site and found an email address for 
media relations.  I wrote a note there explaining what was going on and 
the trouble I've had getting their support staff to acknowledge there 
was a problem. Monday I got a phone number that is answered by people 
somewhere in North America.  I've exchanged emails with and called one 
of their support people over here.  Here's what I got from him in his 
last note.

I have a customer attempting a solution to the same problem I will let 
you know how it turns out.

This doesn't encourage me that they're getting other customers to do 
troubleshooting for them, but at least they're admitting there is a 
problem and I'm not the only one dealing with it.

On 03/02/2013 06:59 PM, Jason Spatafore wrote:
> Derek,
>
> Did you get to the root cause of this issue? I didn't see further 
> response and was curious to the result.
>
> Group,
>
> Sorry if you consider this spam. :(
>
>
> On 02/24/2013 12:29 PM, Derek Trotter wrote:
>> The earthlink tech support guy I talked to on Friday mentioned a 2nd 
>> tier support person he would talk to about my problem.  I asked him 
>> how do I get in touch with one of these 2nd tier guys.  He said he 
>> wasn't allowed to give me that information.  Tomorrow the AT&T guy is 
>> supposed to come back.  I'll see what I can get out of him.
>>
>> On 02/24/2013 11:10 AM, Michael Butash wrote:
>>> I was looking around to see if others have figured out if earthlink 
>>> was using sandvine's, and found this:
>>>
>>> https://secure.dslreports.com/forum/r25660160-General-Sudden-Degradation-of-Services 
>>>
>>>
>>> "You described earlier the symptoms of a DSLAM or Shelf card that is 
>>> throwing errors or possibly just going/gone bad. Ask support (Level 
>>> 3 aka TRON) to check the DSL card that you are on for any issues and 
>>> possibly remove your provisioning and rebuild the circuit on another 
>>> pin on the card or another card. You have to keep on top of the TRON 
>>> Team (Level 3 Support) as they are the only ones that can get a 
>>> truck rolled to your location."
>>>
>>> It's either flaky hardware (your modem or their wiring/dslams), or 
>>> qos tail-dropping your "undesirable" traffic.  Talk to this mythical 
>>> "tron" entity.  I don't use dsl so I don't know it's quirky 
>>> mannerisms when it unravels.
>>>
>>> -mb
>>>
>>>
>>> On 02/23/2013 06:31 PM, Derek Trotter wrote:
>>>> The more I think about it, the more I think you're right.  I did some
>>>> usenet harvesting using encrypted connections and had no problem.  If
>>>> only I could call earthlink and get in touch with someone in this
>>>> country.  I'm guessing they don't tell their overseas tech support 
>>>> very
>>>> much.
>>>>
>>>> On 02/23/2013 05:28 PM, Jason Spatafore wrote:
>>>>> This is a classic example of QoS usage.
>>>>>
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>>
>> -- 
>> "I get my copy of the daily paper, look at the obituaries page, and if I’m not there, I carry on as usual."
>>
>> Patrick Moore
>>
>>
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>
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-- 
"I get my copy of the daily paper, look at the obituaries page, and if I’m not there, I carry on as usual."

Patrick Moore

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