You have my deepest sympathies, and no envy whatsoever. Been there – still doing that. Seriously though.
Pardon me if I make some assumptions here about what you’ve done and not done – it makes the overall methodology go more smoothly.
First of, take names, numbers, times, dates and so forth.
For every single person you talk with, get their name (or as much as they’ll give up), and their geographical location (which Earthlink office), and make a point of telling them that you’ve been getting very frustrated by your inability to get a solution to the problem.
Just the simple act of taking names, locations and such, and making a point of it emphasizes the importance of this problem to the person at the other end of the phone. There are proactive, responsible and responsive people at Earthlink (and every other place) – I’ve spoken with them and gotten results -but it wasn’t always easy to find such a person.
Second – if you feel as though you are not getting results from any particular person, ask to speak with their supervisor – again – taking notes on names, locations, organizational position, etc. And make sure they know this as well.
Third – Do this along with the first two – GET A TICKET NUMBER, and make sure that every person you talk to is referencing that ticket number, and has logged the fact in that ticket that they have tried (and failed) to help you. Bring this up with every supervisor you speak with.
I fully understand that this all is a pain. But given the history of the problem you’ve cited, this is what it will take to get action. If – after speaking with one or two supervisors on this, ask to talk to THEIR supervisor. If they balk or refuse – note that as well.
This is what used to be called a “Pearl Harbor file” – meaning that when things went very wrong, you know how and where to place blame. But the point here is to make it clear to Earthlink management (or whomever) that YOU have exercised due diligence and you expect them to do the same.
Sad to say, but I’ve met many people whose primary objective seemed to be to make me (and my problem) go away and leave them alone.