Phosphorus and Lime
A Developer's Broadsheet
This blog has been deprecated. Please visit my new blog at klenwell.com/press.
Friday, February 09, 2007
Earthlink Downgraded to Sell
This response to my support request a couple days ago utterly ignores the details of my report and shows me nothing but polite contempt. Take that back. Assuming I use IE: utter contempt.
Dear Tom,
Thank you for contacting us.
Please accept our sincere apologies for the inconvenience caused to you.
We understand that you are experiencing a slow Wi-Fi connection and are unable to browse any web sites except Google. You would like to know how to get these issues resolved.
To resolve these issues, we suggest you follow all the instructions given below:
If you use Internet Explorer, please reset its settings by following the steps below:
1. Open Internet Explorer, click on Tools, click on Internet Options.
2. On the General tab, under Temporary Internet Files, please click
Delete Cookies.
3. When asked if you are sure, please click Yes.
4. Still in the Temporary Internet Files area, please click Delete
Files.
In the box that pops up, please put a check in Delete All Offline
Content, and click OK.
5. Click Settings to the right of Delete Files.
6. Set the Amount of disk space to use: to 10 MB
7. Click OK
8. Click the Programs tab.
9. Click the Reset Web Settings button towards the bottom
Uncheck the Reset Homepage box if you want to keep your current
Homepage.
10. Click Yes, Click OK
11. Click on the Advanced tab, Click on the Restore Defaults button at the bottom.
12. Click on the Security tab, select the globe that says Internet.
13. Click on the Default Level button at the bottom of the page.
14. In the same way select all other icons next to the globe (Internet), one at a time and click on the corresponding 'Default Level' buttons.
15. Click Apply.
16. Click OK.
If you follow the above steps, you will be able to reset the settings of Internet Explorer.
Also, please disable the proxy server in Internet Explorer by following the steps given below:
1. Open Internet Explorer.
2. Click on Tools again and select Internet Options.
3. Click on the Connections tab.
4. Select the radio box next to Never dial a connection (if it is not grayed out).
5. Click on the LAN Settings button and UNCHECK all boxes except the one next to 'Automatically detect settings'.
6. Click OK.
7. Click Apply.
8. Click OK.
If you follow the above steps, you will be able to disable any proxy options that may have been enabled.
Please follow all the instructions provided in the link below:
http://kb.earthlink.net/case.asp?article=187618
However, if the issue still persists, it will require active troubleshooting that can only be accomplished by working with someone in real time.
In order to help you as efficiently as possible, we recommend that you contact Technical Support by phone on 877.Wifi-Help (877.943-4435).
As you can understand, email medium has its own limitations in that it cannot be interactive and active step-by-step troubleshooting is not possible via email. For this reason we are asking you to contact us in real time. Email/Chat support for EarthLink Wi-Fi is currently unavailable.
We can understand it could be frustrating if a technical issue does not get resolved quickly. Due to the nature of the issue and its complexity, it is not possible to assist you via email, and we are asking you to contact in real time.
We apologize for any inconvenience. Your patience and understanding are highly commendable.
Rodriguez K 4141
EarthLink Electronic Customer Support
EarthLink, Inc.
Case ID 79827574
Thank you for contacting us.
Please accept our sincere apologies for the inconvenience caused to you.
We understand that you are experiencing a slow Wi-Fi connection and are unable to browse any web sites except Google. You would like to know how to get these issues resolved.
To resolve these issues, we suggest you follow all the instructions given below:
If you use Internet Explorer, please reset its settings by following the steps below:
1. Open Internet Explorer, click on Tools, click on Internet Options.
2. On the General tab, under Temporary Internet Files, please click
Delete Cookies.
3. When asked if you are sure, please click Yes.
4. Still in the Temporary Internet Files area, please click Delete
Files.
In the box that pops up, please put a check in Delete All Offline
Content, and click OK.
5. Click Settings to the right of Delete Files.
6. Set the Amount of disk space to use: to 10 MB
7. Click OK
8. Click the Programs tab.
9. Click the Reset Web Settings button towards the bottom
Uncheck the Reset Homepage box if you want to keep your current
Homepage.
10. Click Yes, Click OK
11. Click on the Advanced tab, Click on the Restore Defaults button at the bottom.
12. Click on the Security tab, select the globe that says Internet.
13. Click on the Default Level button at the bottom of the page.
14. In the same way select all other icons next to the globe (Internet), one at a time and click on the corresponding 'Default Level' buttons.
15. Click Apply.
16. Click OK.
If you follow the above steps, you will be able to reset the settings of Internet Explorer.
Also, please disable the proxy server in Internet Explorer by following the steps given below:
1. Open Internet Explorer.
2. Click on Tools again and select Internet Options.
3. Click on the Connections tab.
4. Select the radio box next to Never dial a connection (if it is not grayed out).
5. Click on the LAN Settings button and UNCHECK all boxes except the one next to 'Automatically detect settings'.
6. Click OK.
7. Click Apply.
8. Click OK.
If you follow the above steps, you will be able to disable any proxy options that may have been enabled.
Please follow all the instructions provided in the link below:
http://kb.earthlink.net/case.asp?article=187618
However, if the issue still persists, it will require active troubleshooting that can only be accomplished by working with someone in real time.
In order to help you as efficiently as possible, we recommend that you contact Technical Support by phone on 877.Wifi-Help (877.943-4435).
As you can understand, email medium has its own limitations in that it cannot be interactive and active step-by-step troubleshooting is not possible via email. For this reason we are asking you to contact us in real time. Email/Chat support for EarthLink Wi-Fi is currently unavailable.
We can understand it could be frustrating if a technical issue does not get resolved quickly. Due to the nature of the issue and its complexity, it is not possible to assist you via email, and we are asking you to contact in real time.
We apologize for any inconvenience. Your patience and understanding are highly commendable.
Rodriguez K 4141
EarthLink Electronic Customer Support
EarthLink, Inc.
Case ID 79827574
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