For those of you who haven't been following my travels, I began my new role in Atlanta last week as head of EarthLink's Value Added Services group. It's been a dizzying first week, meeting many (but not all – there are 1700 employees at ELNK) of my new colleagues.
First impressions: ELNKers are super-smart, and there is a real "can-do" culture here. The attitude seems to stem from the company's more than 10 year history providing internet service in all sorts of difficult and extreme conditions.
There is an entrepreneurial zeal here which I find very energizing — and not surprising in a place that was a commercial first-mover in many innovations, ranging from total access plans http://www.earthlink.net/software/main/ (from dialup to broadband to BPL (broadband-over-powerlines) to the first protection tools to include anti-phishing and anti-scam sniffing technology. http://www.earthlink.net/software/pcc/
Now, with such exciting new opportunities as line-powered voice and MuniWIFI the company is well positioned at the intersection of communications, technology and services. This "Total Communications Company" strategy is what brought me here, and I am very happy to be part of the team. Our role is to expand the range and value of the services we can provide to our customers beyond the very significant levels these businesses already are at. It's going to be a very exciting time.
In the next couple of weeks I'll be traveling a lot, meeting folks around the country who are on my team and in the company. I'm very excited about the road ahead and looking forward to working with and getting to know everyone.
Craig Forman's Blog 
congratulations craig…they’re lucky to have you! and, good luck with the move to atlanta…
Thanks Don. And FeedBurner is lucky to have you! And I know great things are ahead!
Hey Craig – How’s it going? Tuesday sure was an interesting night. It’s really going to be interesting to see how James Webb fits in with the left wing of his party. I’ve read “Born Fightin.” It’s really good.
Anyway, best to Cecile and Eliot. And Beat Yale!
Steve
As an Earthlink customer generally satisfied with your service, I’d like to ask your opinion about an impasse I find myself in. Two of us have separate accounts in one house, using zyxel modems, and our DSL service has been out or very slow for a month. We’ve done the whole route, two service techs have come to the house and say the zyxel modems need to be replaced with Broadxent modems. Customer Service refuses to make the switch. We even received a “new” actually refurbished zyxel, which also did not work. The tech brought a Broadxent which worked perfectly. Customer service says our modems can only be replaced with zyxel. They are rejecting their own service tech’s recommendation and cancelled the order he placed. We have no choice but to leave Earthlink, unless you can suggest an option.
Thank you for being a loyal customer and sorry to hear about your problems. Our customer service folks are trying hard to help you, Marjorie, and are working on this before and after you posted this note. I am hopeful we will get things resolved to your satisfaction.
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