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
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!