...but you have to ask for it to get it
I received a "Happy Anniversary" e-mail today from my ISP (Earthlink). I didn't realize it had been that long, but we've been Earthlink DSL customers now for 3 years. There was a link to a special anniversary page on Earthlink's web site, which I took a look at, and then started checking out other pages on Earthlink's web site.
When we signed up for Earthlink DSL, there was only one type of service - 1.5 Mbps download / 384 kbps upload speed at a price of $49.95 per month. We've been paying the $49.95 per month for the entire 3 years we've had the service.
We just paid the bill for our Earthlink DSL service, so I was interested in looking at their pages to see what new DSL customers were being offered, what equipment was provided, and at what price. What I found there was... odd.
Earthlink is now offering 2 tiers of DSL service:
EarthLink High Speed DSL Internet: 3.0 Mbps download / 128 kbps upload at a price of $39.95 per month.
EarthLink Basic High Speed Internet: 384 kbps download / 128 kbps upload at a price of $39.95 per month.
Some questions immediately came to mind:
Why is Earthlink still charging me $49.95 per month for my DSL service?
Why hasn't my DSL service been upgraded to tbe 3.0 Mbps download speed?
Why is Earthlink charging the same $39.95 per month for both the 3.0 Mbps service and the 384 kbps service?
Why hasn't Earthlink notified me of the price and service changes?
For some strange reason, Earthlink appears to feel it is necessary for me to call and tell them that 1) I'd like to pay less on my DSL bill, and 2) I'd like to have higher speed DSL service for no extra cost.
I did a search on Google to see if anyone had noted how long the new service tiers and pricing price have been in effect. I did find threads at dslreports.com from November and December, so maybe it hasn't been that long.
I called Earthlink's customer service this morning to see about getting my bill lowered to $39.95 per month and get our DSL service upgraded to the 3.0 Mbps speed. When I explained what I was calling about, I was told that I needed to be transferred to a senior (level 2?) customer service rep.
After explaining what I saw on Earthlink's web site, the senior rep immediately agreed to change my account so it would be billed at $39.95 per month. She then told me that there was an offer available for "special customers" that I qualified for (although I have no idea what qualified me for this offer) - I would be charged $34.95 per month for 12 months, then $39.95 per month thereafter.
I asked for my service to be upgraded to the 3.0 Mbps service. I verified this would still be at the price of $34.95 per month. I asked if a technician needed to come out and make sure the phone lines could handle the speed, and was told that it was not necessary - that Earthlink could and would do everything from their end.
The call went very smoothly - I got everything I asked for without having to threaten to cancel my account. (It's supposed to take a few days for service upgrade to be performed, so I haven't seen any DSL speed increase yet.)
I've been very satisfied with Earthlink's DSL service - we wouldn't still be with them if we weren't. But I do find it very disappointing that I had to call Earthlink at all. And I'm still puzzled at how Earthlink can offer both 3.0 Mbps and 384 kbps DSL service for the same $39.95 per month price tag with a straight face.