Monday, May 4, 2020

Who's On First - 2020 style

This is copy/paste of an actual online chat I had with EarthLink today (May 4, 2020). It reads like a comedy routine:


 at 12:37, May 4:
Thank you for choosing to EarthLink. An agent will be with you shortly.

 at 12:37, May 4:
You can manage your account using our MyEarthLink app now available for Android (Google Play) and iOS (Apple App Store).

You are now chatting with Frank A.
Frank A at 12:37, May 4:
Thank you for contacting EarthLink Sales Chat. This is Frank, who do I have the pleasure of speaking with?

gingerbranson@gmail.com at 12:37, May 4:
Virginia Branson

gingerbranson@gmail.com at 12:37, May 4:
That info is on this screen I sent you

Frank A at 12:38, May 4:
Hi Virginia, Thank you for contacting EarthLink Sales Chat. This is Frank, who do I have the pleasure of speaking with?

gingerbranson@gmail.comat 12:38, May 4:
I haven't moved from this spot. I'm still Virginia

Frank A at 12:38, May 4:
Sorry for the above text

gingerbranson@gmail.comat 12:38, May 4:
I have tried every way I can think of to cancel my installation scheduled for May 15. Since last week, I have been on hold (according to the minutes on my phone) for a total of over 4 hours. If this is your idea of "service", I don't need it!

gingerbranson@gmail.comat 12:39, May 4:
The cable line from the street is down, due to a storm in early April. AT&T came out and said it is a Spectrum cable and they can't touch it.

gingerbranson@gmail.com at 12:40, May 4:
So until I get Spectrum out to put the cable back up, I can't have internet (except for this Verizon hot spot). If Spectrum comes out tomorrow to repair the line, they can just install their modem while they're here.

gingerbranson@gmail.com at 12:41, May 4:
Hopefully, their service is better than yours!

Frank A at 12:42, May 4:
I apologize for the inconvenience caused to you

Frank A at 12:42, May 4:
Can you help me out with your EarthLink email address or account number?

gingerbranson@gmail.com at 12:42, May 4:
gingerbranson@gmail.com and my closest sibling lives in Argo

Frank A at 12:43, May 4:
Alright

Frank A at 12:43, May 4:
Can you help me out with your cell phone number which is linked to your EarthLink account?

gingerbranson@gmail.com at 12:44, May 4:
205-305-8888

Frank A at 12:45, May 4:
Thank you so much

Frank A at 12:45, May 4:
To best assist you with this regard i will go ahead and transfer this chat to our dedicated department, please stay connected while i transfer this chat.

gingerbranson@gmail.com at 12:45, May 4:
ok

Info at 12:45, May 4:
Please wait while your chat is transferred to the appropriate group.

                                                    Info at 12:45, May 4:
You can manage your account using our MyEarthLink app now available for Android (Google Play) and iOS (Apple App Store).

You are now chatting with John M.
gingerbranson@gmail.com at 12:45, May 4:
Hi John

John M at 12:46, May 4:
Hi

gingerbranson@gmail.com at 12:46, May 4:
Can you read my texts? Or do I need to start over?

John M at 12:46, May 4:

Let me check it

gingerbranson@gmail.com at 12:49, May 4:
My original installation was April 28. Nobody showed up. I called on April 29 and was told my installation would be May 4. Then I got an email that my installation would be May 15. And nobody addressed the original issue that the internet line is down in my yard due to a storm on April 12. I FINALLY got AT&T to come out last week to at least put the cable line back up. They said it is a Charter/Spectrum cable, and they can't touch it. Spectrum is coming tomorrow to put the cable back up, and I am going to ask them for their modem while they're here.

gingerbranson@gmail.com at 12:50, May 4:
That's making a VERY long story VERY VERY short.

John M at 12:50, May 4:
Okay

John M at 12:52, May 4:
Modem will provided by the installation tech.

gingerbranson@gmail.com at 12:52, May 4:
I hope so. I've asked them

John M at 12:52, May 4:
It is a different modem designed for your connection

gingerbranson@gmail.com at 12:52, May 4:
What are you talking about?
You don't work for Spectrum

John M at 12:53, May 4:
It is about modem


gingerbranson@gmail.com at 12:53, May 4:
Let me repeat and be VERY CLEAR: I am cancelling my Earthlink account.
I want nothing to do with AT&T.
Or Earthlink who puts me on hold for hours on end

John M at 12:55, May 4:
What city does your nearest sibling live in?

gingerbranson@gmail.com at 12:55, May 4:
Argo. He hasn't moved in the last 10 minutes

gingerbranson@gmail.com at 13:04, May 4:
It's not YOUR fault. I know and I'm sorry for the rant, but now I just want to cancel my installation

John M at 13:04, May 4:
That's Unfortunate to hear that you want to terminate your account with us. It is not possible to inactivate the account via Chat. However, I will provide complete information on how to inactivate the account in detail.Please contact our EarthLink's Customer Service Phone Support team, they are the only authorized team to make changes on your account.  EarthLink's Customer Service Phone Support team can be reached on Mon-Sun between 9 a.m - 6 p.m. Eastern Time, at 1-888-EarthLink (888-327-8454).Once you contact our phone support team, they will respect your decision and make changes to your account as per your wish to do the needful.

gingerbranson@gmail.com at 13:04, May 4:
I would love to do that too, and have tried twice on Friday and twice already today.

gingerbranson@gmail.com at 13:05, May 4:
That line is just an "on hold" line you for the information. I am able to verify your account.

John M at 12:56, May 4:
Hyperlink Internet service is provided by Earthlink with the help of  AT & T

gingerbranson@gmail.com at 12:56, May 4:
Thank goodness Verizon gives me unlimited data on my hot spot.

gingerbranson@gmail.com at 12:57, May 4:
I know

gingerbranson@gmail.com at 12:57, May 4:
Except neither of them provides ANYTHING apparently

John M at 12:57, May 4:
I suggest you to check the performance and then decide

gingerbranson@gmail.com at 12:58, May 4:
I would LOVE to, but I've been trying to do just that since April 15
And I still haven't had the opportunity to check the performance.

John M at 12:59, May 4:
Okay

gingerbranson@gmail.com at 12:59, May 4:
Other than the one AT&T technician who told me he can't help me.

John M at 13:01, May 4:
okay

gingerbranson@gmail.com at 13:01, May 4:
I had Uverse before the line went down. They also are AT&T. Their customer service sent out a new modem to solve the line down issue. Then when that one didn't work either, because the line was down, they wanted to send me yet ANOTHER modem! Good GRIEF

John M at 13:01, May 4:
I can understand how you must be feeling right now

gingerbranson@gmail.com at 13:02, May 4:
I originally called EarthLink because I didn't know it was AT&T. :(
"A rose by any other name..."

gingerbranson@gmail.com at 13:04, May 4:
It's not YOUR fault. I know and I'm sorry for the rant, but now I just want to cancel my installation

John M at 13:04, May 4:
That's Unfortunate to hear that you want to terminate your account with us. It is not possible to inactivate the account via Chat. However, I will provide complete information on how to inactivate the account in detail.Please contact our EarthLink's Customer Service Phone Support team, they are the only authorized team to make changes on your account.  EarthLink's Customer Service Phone Support team can be reached on Mon-Sun between 9 a.m - 6 p.m. Eastern Time, at 1-888-EarthLink (888-327-8454).Once you contact our phone support team, they will respect your decision and make changes to your account as per your wish to do the needful.


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