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post #1 of 10 (permalink) Old 05-18-2005, 12:24 PM Thread Starter
 
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Earthlink web hosting sucks

I am livid with Earthlink web hosting. Here is an example of another big corporation that is very efficient in taking your money every month, but if you need some help or have questions then you end up spending a week on hold. And after you finally get though to a human being, that doesnít even guarantee that your problem will be solved. But thatís nothing.

On top of having crappy customer service, they are way overpriced now, so many other hosting companies offering the same services for half the price. But Iím lazy and moving a website is a pain, so I stayed with Earthlink for a year and half until a friend of mine started a web hosting company a month ago. I rather support someone I know, rather than supporting a big corporation, so I decided to move my website.

So 3 days before Earthlink was going to automatically deduct money from my credit card for another month of hosting, which happens on the 16th of every month, I placed a call to cancel services with them. My call was placed on Saturday May 14. The customer service person said I would receive domain release instructions within 24-72 hours via e-mail. I was concerned about it taking so long, but he assured me it was unusually within 24-48 hours. Once I received the e-mail I would have to go and redirect the domain name towards the new server. They would be pulling the plug on my website at midnight on Sunday (16th), but I was confident that I could have the domain redirected by then. My files were already loaded on to the new server so I was just waiting for the domain release e-mail. And even if my website was down for a few hours, or even half a day, that was OK with me.

I got on the computer Sunday morning and to my surprise, my website was already down. The browser showed an error, page not found, and by that evening it would change to domain not found.

On Monday morning I called Earthlink. I still had not received the domain release from them. My website had been down now for more than 24 hours. I was pretty angry, but trying to explain the issue calmly to the customer service lady that my website was prematurely taken down and I still didnít receive an n e-mail from them. Basically, my biggest beef was if you are going to drag your feet and not send the domain release to your customer, then donít pull the plug on their website. I was getting no where with her and I had to go to work. This was unacceptable and I was fuming

I was too busy to call again, and wait on hold for 30 minutes. I kept checking my e-mail all day Monday and all day Tuesday. Nothing.

After work at 6PM on Tuesday (May 17) still no domain release and more than 72 after I had called to cancel service, I called Earthlink again, this time I was super-furious. The customer service lady claimed it was send out to me already and double checked my e-mail address. I told her I did not receive it. She said, are you sure, are you are checking the correct e-mail? Yes, itís the same address I receive my Earthlink billing statements every month.

The she says, Iíll put another request though for you, you should receive the domain release in about 24-48 hours. I turned beat red and Iím pretty sure there was steam coming out my ears. I said I am not getting off the phone until I receive the domain release. I have been without a website now for 3 days and you want me to wait two more days? The domain name is mine, I bought it, and I want access to it immediately.

She put me on hold again, when she came back to the phone she said please check your e-mail. I refreshed my screen and there it was, the domain release.

So why did I have to wait at all? Why wasnít this e-mail generated after I hung up the phone after I just canceled my web hosting services. Who the hell are these big companies and why do they not understand that it doesnít matter if your website is big or small, you want the thing up ASAP.

At 6:30PM last night I redirected my domain name towards the new servers and in less then 30 minutes my website was up. http://www.excessivelocity.com lives again.

And this was not an isolated situation, Brianís company website was also hosted by Earthlink, he moved his website two weeks ago it took 4 days for him to receive his domain release, for crying out loud.

Earthink Web Hosting sucks!
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post #2 of 10 (permalink) Old 05-18-2005, 12:27 PM
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earithlink blows a big one... sucks ya had to go thru all that. I hate all the big companies i.e. Earthlink, SBC etc.... never had good support.
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post #3 of 10 (permalink) Old 05-18-2005, 12:29 PM
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Welcome to my life.

Replace all occurances of the word Earthlink in your post with one of the following: SBC, Verizon, Sprint, AT&T, Comcast, Dell, etc, and your post will continue to be true.

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post #4 of 10 (permalink) Old 05-18-2005, 12:39 PM Thread Starter
 
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So why do we put up with it?

Should we report these companies to the BBB?
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post #5 of 10 (permalink) Old 05-18-2005, 12:41 PM
BSB > WSBK > MotoGP
 
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While were at it we should overthrow the governement too. These companies are too big to bother with, I just take my money to the ones that can get it right and hopefully some day the others will financially implode...

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post #6 of 10 (permalink) Old 05-18-2005, 12:42 PM
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Why do you need a domain release? Who did you buy the domain through? for instance if your with network solutions all you need to do is go in and change the dns, it will populate in 24 to 48 hours, nothing needed from earthlink. or did you buy the domain through earthlink?




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post #7 of 10 (permalink) Old 05-18-2005, 01:06 PM
BSB > WSBK > MotoGP
 
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Earthlink shows as the technical contact for that domain, but Anna is the admin contact. Depending on how the billing contact is, she might have been able to change the record herself, unless she didn't have access to the email address that was listed in there.

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post #8 of 10 (permalink) Old 05-18-2005, 01:32 PM
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Quote:
Originally Posted by shadrach
Earthlink shows as the technical contact for that domain, but Anna is the admin contact. Depending on how the billing contact is, she might have been able to change the record herself, unless she didn't have access to the email address that was listed in there.
Looks like its hosted through carpathia.com, you should be able to update the DNS there, unless its earthlink using them to batch process DNS's.




HDTony.... Damn glad to meet you!

Government's view of the economy could be summed up in a few short phrases: If it moves, tax it. If it keeps moving, regulate it. And if it stops moving, subsidize it.

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post #9 of 10 (permalink) Old 05-18-2005, 02:55 PM Thread Starter
 
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Quote:
Originally Posted by HDTony
Looks like its hosted through carpathia.com.
My domain is now re-directed to carpathia (since last night). They own the servers but I rent my server space from yourhosters.com. Carpathia doesnít deal with small websites like mine, my friend bought server space from them and rents it out cheap. Still cheaper than any other place I've tried. Plus the company I work for, the website is hosted by carpethia, and I'm in charge of that.

With Earthstink, I had no control over my domain name since I bought the domain from them.

Last edited by VIVID1; 05-18-2005 at 03:11 PM.
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post #10 of 10 (permalink) Old 05-18-2005, 02:58 PM Thread Starter
 
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Quote:
Originally Posted by shadrach
Earthlink shows as the technical contact for that domain, but Anna is the admin contact. Depending on how the billing contact is, she might have been able to change the record herself, unless she didn't have access to the email address that was listed in there.
if Earthstink is still showing up for that account is because I didn't have time yesterday to update all my account info yet.
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