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ISP tech support problem

by nondaj / June 5, 2004 4:02 PM PDT

WinXP Pro
IE browser
Outlook Express - email

History of Problem:
when signed on tech put in wrong phone no.
for 3 months never was charged a fee
was cut off service one day
when called for reason why cut off from service was told had not paid bill
said I had never received a bill
supervisor finally discovered the ISP error and
said since it was their error would not charge for
the 3 months of service but established a new
was again cut off service later on and new tech said service had been disabled
explained the above situation and another supervisor said need not have a new account, disabled new account and put back original username account.
later on was again cut off and had to go through the whole situation over again.
yesterday again was cut off and simply went around and around in circles with billing and tech service ending up with neither one being able to tell me why my account keeps getting disabled nor could they explain the error message of "username and password not recognized on this domain". A supervisor was also unable to give any explanantion. All could barely speak English so made the whole situation even more frustrating.

To who does one appeal in such a situation and can one never get an English speaking person in these ISP offices? Do I have to again be on the hunt for a new ISP? Refuse to go back to AOL. Have been referred by friends to NetZero and Earthlink. Has anyone had any experience with either to recommend same?

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Re:ISP tech support problem
by Art / June 5, 2004 5:19 PM PDT

I have netzero for over a year now..not bad. It use to be pretty fast but the last 2-3 months, it has gotten slower (maybe too many customers). I have been think about earthlink but I just didn't want to cough up that extra 10 bucks, hehe.

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Re:ISP tech support problem
by Mark G / June 5, 2004 10:06 PM PDT

i was on earthlink for while was ok

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Re:ISP tech support problem
by R. Proffitt Forum moderator / June 5, 2004 10:11 PM PDT

This may sound terrible, but having not paid for the service, it's tough to complain when they stop providing it.

You'll have to call in and sit on the phone to straighten it out. Or go with cable, other...


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'Most of your question sounds ''personal''!
by Cursorcowboy / June 6, 2004 1:09 AM PDT

I've been a user of Mindspring (Earthlink) eight years or more -- now using Roadrunner cable through them -- and very seldom have I needed to jump on their a..

Usually the situation happens when they've made major software/site changes and fail to fully notify users -- such as the latest of quarantining e-mail messages since they think it contained a virus -- and I needed to educate them a little, like I don't need their help.

For service or technical, I cannot complain -- zero.

Bill Gaston

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Re:'Most of your question sounds ''personal''!
by nondaj / June 6, 2004 7:06 AM PDT

Thanks so much Bill for your response - gives me encouragement to try Earthlink. And thanks to rest of responders re suggestions how to handle the situation. Will give one more try on phone to see if I can get an English speaking supervisor and see if they can tell me why I get cut off as being disabled when in reality I am not.

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Re:Re:'Most of your question sounds ''personal''!
by Coryphaeus / June 6, 2004 8:09 AM PDT

Insist on talking to someone in corporate. Pitch a fit if necessary. Then when you are ready to move, tell corporate why they are losing you.

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