Here is a copy of the transcript of a support chat. I started asking for assistance in May 2006 this transcript is from October 22, 2006. As you will see the service rep is giving me scripted answers and thus 'friendly' but I leave again with no resolution. I am just one person so Earthlink can just walk all over me. Welcome to Earthlink LiveChat. Your chat session will begin shortly. Not at home and you want to read your email? With EarthLink Web Mail you can check your email from any computer with an internet connection! 'Sherman G.' says: Thank you for contacting EarthLink LiveChat, how may I help you today? thecablefamily@earthlink.net: Is the Urchin software working yet? It has only been since May 2006 that it has not been working & I continue to NOT hearing that any progress is being made on the issue!! Sherman G.: I will be glad to assist you. Sherman G.: Are you referring to the Urchin reports for your free web space or you have hosted a domain through EarthLink? thecablefamily@earthlink.net: My free web space. I would not currently feel that Earthlink would be able to provide consistent reliable service for a domain. Sherman G.: I am afraid to say that EarthLink is in process of updating the Urchin database due to which the Urchin server is currently down and you are experiencing issues with the Urchin servers. Sherman G.: EarthLink is updating the Urchin server so that you can have more features in Urchin. Sherman G.: Once the server is updated, you will be able to access the Urchin server successfully again. thecablefamily@earthlink.net: I have been unable to use this service since May. Is there any time table in place for the completion of the update > Sherman G.: I am not sure of the exact time period however I am sure it will be fixed very soon as our Engineers are already working on this issue to update it as soon as possible. Sherman G.: Your co-operation in this regard is greatly appreciated. thecablefamily@earthlink.net: So. I should just wait. Sherman G.: Yes. I really appreciate your patience and understanding. Sherman G.: Do you have anymore queries for me? thecablefamily@earthlink.net: It is unfortunate that the individual consumer seems to have no choice be to tolerate poor service or in this chance no service. I appreciate your personal assistance and will forward our chat log to a public forum to see if 'Earthlink' can be encouraged to prioritize or at least respond to customer problems. And perhaps follow up with the progress or lack of progress in a more timely fashion. that's it...Is my complaint a big deal. Not in the grand scheme of life but it just adds unnecessarily to a persons daily stress. I hope I life to see a day when one person matters.