EarthLink Network ELNK Wraps Your Fish Message Board

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Technology Stocks : EarthLink Network ELNK Wraps Your Fish

ELNK 5.630

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Mar 8 4:00 PM EST

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To: PeterR1700 who wrote (84)	6/16/1997 6:20:00 PM
From: Garry Betty	of 220

Dear PeterR1700, Over the past three days, EarthLink experienced a number of unusual routing problems. These problems were intermittent and manifested themselves with connection problems for customers who live from the midwest, eastcoast and the southeast who used PoP's maintained by UUNET. Our technical support call volume, as you can imagine, doubled in two days and one quick fix was to use PoP's managed by PSiNet or to use EarthLink's PoP's in Southern California. Our normal volume of on line hours is around 250,000 poer day. Despite these problems EarthLink still provided more than 230,000 hours of on line service per day to its customers over the past three days. As I write this, the problem has been identified and by working very closely with the UUNET engineers, has been fixed. EarthLink did not have a system wide outage. I apologize to the gentlemen who posted here and for the problems he encountered using our service. Had he chosen to call into customer support, they would have given him a alternative number to call and this would have been pretty much transparent. Because of the critical nature of our service to our customers, I think that it demonstrates the value in our approach to providing service to our customers. If EarthLink had had only one network either UUNET or our own, many more customers would have been inconvenienced. By having access to more than one network we eliminated this critical single point of failure and was able to continue to provide services to most of our customer base. This was definantly not the case when AOL had their router problems or for even that matter Netcom. cgb

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