Introduction
“EarthLink is different from many top Internet providers in that it doesn’t own and operate many of the networks it uses for service. Instead, the provider uses the established copper and fiber networks of other providers, such as AT&T, CenturyLink, Frontier and Verizon.
As a result, EarthLink has the largest customer reach of any wired internet provider, available to around two thirds of US households. Satellite internet provided by Viasat or 5G wireless home internet may also be available through EarthLink in select areas.
Piggybacking on other providers allows EarthLink to boast high availability and a variety of speeds, but that approach also leads to higher pricing.
Shop around and you’ll find that EarthLink’s internet costs are higher than most ISPs, but give the company credit for transparent pricing and favorable service terms, such as unlimited data and a commitment not to throttle anyone’s connection.” 1David Anders - CNET
Our Experience
I am often asked for my recommendation for the best Internet service provider, from family, friends, sole proprietors, and from owners of small to medium businesses. The two most commonly heard complaints center around customer service and cost.
The past two years have been fraught with nightmarish experiences with several well known Internet service providers. There were epic failures in customer service, technical sabotage, outright lies and theft. But none of these apply to EarthLink Internet.
From a customer service perspective, EarthLink is like a breath of fresh air. While customer complaints regarding EarthLink can be found sprinkled about the Internet, my actual experience with EarthLink’s customer service was quite acceptable. Did everybody have the answer to every question I asked? No. But the most important thing is that every person went out of their way to connect me with someone else who might have the answer I required. Did it take time? Yes. But it was worth it. At least it was for me. Every conversation was polite and professional.
EarthLink has chosen to take on a massively complex undertaking. EarthLink stands in the gap between several major Broadband Internet providers, and those looking for Internet connectivity for themselves, their families, and/or businesses. EarthLink’s representatives are very knowledgeable regarding every service their providers offer, and EarthLink provides support for each one. EarthLink matches people to available Internet services all across the United States.
Hiccups and Other Notables
Every once in a while, when the sun, moon and stars align in a certain way, something rare and dubious occurs. A mistake, an error, a faux pas, an irritating piece of something amiss. An unavoidable something.
My experience with EarthLink began with a phone call to discuss EarthLinks Broadband Internet service for my home. The call went very well. The representative informed me of the plans, details and pricing. All of the information that I received was consistent with everything that I had studied prior to the call. After consulting with my boss, (the wife), I called EarthLink back and signed up for a 300 Mbps fiber Internet plan. My installation appointment was arranged and confirmed during the call, and we eagerly awaited the appointment.
The Verizon representative showed up on time, and immediately began work on the installation. This involved checking the ONT-Demarc located on the side of my house, and checking the fiber cable connection at a nearby junction box. In my case, unfortunately, the installation required a return trip by the Verizon technician, but when he completed his work, and the EarthLink provided router was plugged in, every network connected device in my home, had symmetrical Internet speeds of over 300 Mbps up and down. We were ecstatic! At this point, I can sincerely recommend EarthLink to most people, but not everyone.
For the vast majority of those seeking Broadband Internet service, EarthLink is an exceptional choice. If you can rid your mind of the horrible customer service experiences you’ve received from other providers, and patiently work with, and through, the various layers of a finely tuned customer service infrastructure, then it’s very likely that you will have a rewarding experience. Remember, EarthLink stands in the gap between you and the less finely tuned customer service resources that you may have had to deal with yourself in the past, saving you a ton of needless aggravation.
EarthLink is not without its blemishes.
One current EarthLink policy may be a deal breaker for some. Unlike providers like Comcast Xfinity, Verizon, Charter Spectrum, AT&T and Mediacom, EarthLink does not offer its customers an option to “bring your own router”, insisting that customers lease EarthLink’s routers as an addition to their package. This decision is not likely to affect most of EarthLink’s customers. But for a significant number of other perspective customers, with special requirements within their homes, this is a real issue, as there are numerous compatible routers that can meet their needs, but can’t be used due to EarthLink’s policy.
This is a difficult issue to ignore, as one of the complaints that I often hear from people who don’t understand the complexities of EarthLink’s efforts to provide near trouble free service, is that they are more expensive than other providers. This misconception of EarthLink’s value could be almost totally undone if EarthLink allowed its customers to experience a monthly savings of about $15.00 by allowing them to use a compatible router they already own.
Still, I give EarthLink high praise for their excellent Broadband Internet plans and stellar customer service. If you are looking for an uncommonly good experience, give EarthLink a try.