We're losing our home

[JWBear]

Originally Posted by wendybeth

Lol! Do you have any idea how weird it is for me to see a guy who knows how to put a kitchen together in the first place, let alone be (and rightly so) excited about that?

So, whatcha making for your first real meal in your new casa?

I don't know yet. Maybe pasta something.

[Kevy Baby]

Pasta a la fromage

[JWBear]

Ongoing DSL saga....

apparently Earthlink can't provide DSL to this area. No one told me that a week and a half ago when I put in my order to move the service. I just found out today after over an hour on the phone with their installation department.

I signed up for Verizon DSL. (It's cheaper anyway...) However, my old DSL modem is not compatible with Verizon's service, so they are sending me one. They say I should have my service working by the 5th.

So.... I'm stuck with dial-up until then. <<sigh>>

I hate moving.

[Kevy Baby]

I can empathize with the plight. The last time we moved (7-1/2 years ago), we would get a group of possibilities (we were looking for a house or condo). The first thing I did was look up the address to see if I could get DSL. If DSL was not available, that location was eliminated.

I'm surprised you can get DSL from Verizon but not Earthlink - must be a contractual issue.

Are you keeping your Earthlink address somehow? I am still paying Earthlink way too much and I am thinking about switching (unless Earthlink agrees to lower my rate). However, I would like to be able to keep my Earthlink (well, Mindspring) addy.

[JWBear]

Yes, I downgraded my Earthlink account. I would get rid of it completely, but I have too many things that I use those email addresses for. It would be a major pain in the a$$ to change them all.

[Kevy Baby]

How much are you paying for the minimal Earthlink? I am probably going to do the same thing.

[JWBear]

Originally Posted by Kevy Baby

How much are you paying for the minimal Earthlink? I am probably going to do the same thing.

I'm embarrassed to say that I forgot to ask.... (I wasn't in a happy place by that time.)

[JWBear]

We still don’t have DSL (see above). The Modem kit never arrived.

I called Verizon today from work. There were two numbers, one for Customer Service and one for Tech Support. The CS number had a wait time of 45 minutes to an hour, so I called the TS one.

The TS guy said that there is a problem with my order, and that is why the modem didn’t ship. He said that I need to talk to Billing, and transferred me. After a long wait, I spoke to a Billing Rep. She was sympathetic, but told me that they have nothing to do with shipping modem kits, and that she couldn’t even pull up my records until TS had finalized my order. She said she would transfer me to someone who could help.

I was on hold for about 10 minutes when a recorded voice came on to tell me I was number 147 in line, and the wit would be 45 minutes – She connected me to Customer Service….

I hung up and called Tech Support again. I got another guy who, as soon as I told him what I was calling about, said “I’ll connect you”. Another wait on hold – then “This is _____ in Billing, how may I assist you. !!!!!!

I shares my sad tale with her. She was also sympathetic, and also told me she couldn’t help. She put me on hold for Customer Service again.

Another call to Tech Support. I got a woman this time. She gave me the same line about contacting Billing. I told her that I had talked to Billing TWICE now, and they can’t help me.

I asked to speak to her supervisor. She told me no. She told me that since my account wasn’t finalized, I couldn’t speak to a supervisor!

I hung up the phone on her.

By this time I was steaming. So, I Googled the phone number for Verizon corporate headquarters. I found a number for the CEO’s office in NYC and called. I spoke to the secretary of the CEO of Verizon – I actually got through!

I explained what had happened. She was very nice, and transferred me to someone with a title like “Executive Manager for Sales and Customer Service” (I forgot her exact title). I explained the whole thing to her. She apologized, and said she would look in to it and give me a call back. Less than an hour later, she called! She told me that she found the problem with my order and fixed it. My modem kit would be sent the next day. She also said she would call me tomorrow to confirm it had been sent.

It pays to go to the top!

[wendybeth]

WTG!!!! After such an incredible and totally unacceptable runaround I hope corporate gets all over their asses.

[katiesue]

I kept all my earthlink addy's by going through time warner cable. I pay a little more than the roadrunner rates but I get to keep all the addy's.

Way to go to the top. Although being a former Assistant to the Chairman people like you were a pain in my bahooty. But I would do the same thing, try to get them to someone who could help. If they went to all the trouble to find you the least you can do is help them out if you can.