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From Dial-Up to Dominance: EarthLink’s Unlikely Broadband Revolution and a Virginia Homecoming
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Remember the screech of dial-up? EarthLink was a king then. But can a company synonymous with that bygone era thrive in today’s high-speed broadband world? The answer, surprisingly, is a resounding yes. And it’s all thanks to a strategic pivot and a CEO who hasn’t forgotten his roots.
The EarthLink Renaissance: A Story of Growth and Reinvention
When Glenn Goad and his partners took over EarthLink in December 2018, the company was facing a bleak future.A decade of decline had left it stagnant, with no clear path forward. “There was no growth. There was no strategy,” Goad recalls. But Goad, a Wise County, Virginia native, saw potential where others saw obsolescence.
Fast forward 24 quarters, and EarthLink is experiencing a remarkable turnaround. Revenue and net income are expanding, fueled by a unique business model and a commitment to serving underserved markets. But the most compelling part of this story is Goad’s decision to bring some of that growth back home.
Bringing Jobs Home: EarthLink’s Norton Call Center
In August 2024, EarthLink opened its only U.S.-based call center in Norton, Virginia, a town in the heart of Southwest Virginia. The new, 28,000-square-foot facility currently employs about 100 people, with plans to expand to 285 jobs, including customer support and sales positions. This isn’t just a business decision; it’s a personal mission for Goad.
“we looked at a bunch of places, and as a CEO and a shareholder in this company, I have to do the right things for this company first,” Goad explains. “I can’t put all of our employees at risk because I want to go do something in wise County. And we looked at a bunch of places in the state of Virginia, [which] partnered with us to put the facility there.”
The impact of EarthLink’s presence in Norton is notable. Duane Miller, executive director of the LENOWISCO Planning District, calls it a “game-changer” for the region.”If Glen Goad was not from Southwest Virginia, EarthLink would not have been on our radar, and we would not have been on EarthLink’s radar,” Miller says. “It’s been a perfect example of just not forgetting yoru roots, and taking care of your hometown.”
Expert Tip: When considering a business location, don’t underestimate the value of local talent and community support. A strong connection to the region can be a powerful asset.
From Coal Ponies to Broadband: Goad’s Southwest Virginia Story
Goad’s connection to Southwest virginia runs deep. Growing up in Wise County, he learned the value of hard work and resilience from his uncle, R.O. Goad, who became a father figure after Goad lost his father at a young age.
“Back in the days when they used to use ponies to pull the mining cars thru the mines, he used to raise ponies and swap them out with all these mine owners,” Goad remembers.”He was never a coal operator, but he always had businesses around the coal industry. so I got to be side by side with him from a little kid. And he taught me a lot on business acumen, and I give him a lot of credit for how my mind probably works today.”
After serving in the Air Force and gaining experience in the hotel industry, Goad found his niche in the telecommunications sector. He built a accomplished career helping consumers and
EarthLink’s Broadband Comeback: An Expert Weighs In
Time.news sits down with Sarah Chen, a telecommunications industry analyst, to discuss EarthLink’s surprising resurgence in the broadband market and its impact on underserved communities.
Time.news: Sarah, thanks for joining us. EarthLink, a name many associate with dial-up, is making headlines again. What’s driving this comeback?
Sarah chen: Its a engaging story of strategic reinvention. When Glenn Goad took over in 2018, EarthLink was essentially stagnant. [1] He recognized the potential in serving underserved markets and has executed a remarkable turnaround. The focus on broadband in areas lacking high-speed internet access is key.
Time.news: the article highlights EarthLink’s new call center in Norton, Virginia. What’s the importance of this move?
Sarah Chen: it’s multi-faceted. Firstly, it’s a smart business decision. The article mentions that the state of Virginia partnered with EarthLink to make the Norton facility a reality. [1] Strategic financial incentives like this can make a location very attractive. Secondly, it demonstrates Goad’s commitment to Southwest Virginia and his understanding of the value of local talent.bringing jobs back to a region that needs them has huge potential economical impacts as shared in the article by Duane Miller, executive director of the LENOWISCO Planning District.
Time.news: So, this isn’t just about rural broadband access; it’s also about economic growth
Sarah Chen: precisely. Addressing the digital divide requires more than just laying fiber. It’s about creating opportunities and investing in communities. EarthLink’s norton call center, aiming for 285 jobs, is a meaningful contribution to the local economy. [1] That’s a game-changer for a town like Norton.
Time.news: Glenn Goad’s background growing up in Wise County, Virginia, seems to play a crucial role.How important is that local connection?
Sarah Chen: It’s invaluable. As Duane Miller points out, goad’s roots in Southwest Virginia put the region on EarthLink’s radar. [1] He understands the needs and challenges of the community firsthand. That personal connection fosters trust and allows EarthLink to tailor its services effectively. It also highlights the importance of leadership with a genuine connection to the communities they serve.
Time.news: The article also mentions Goad’s uncle, R.O. Goad, and his influence on Goad’s business acumen.How does this background inform EarthLink’s strategy?
Sarah Chen: it speaks to a practical, hands-on approach to business. Goad learned about resilience and resourcefulness from his uncle, values that are essential for navigating the challenges of the internet service provider (ISP) market, especially in underserved areas. He saw an chance in a forgotten area and is taking the business lessons he learned to revive those areas.
Time.news: What lessons can other businesses learn from EarthLink’s broadband revolution?
Sarah Chen: Several. First, don’t underestimate the potential of underserved markets. Second, prioritize building strong relationships with local communities and tapping into local talent.And moast importantly, leverage your leadership’s connection to an area to make real change. a strong connection to a place like southwestern Virginia helps when expanding your call center, which may need access to employees from outside of the region. Earthlink’s story really demonstrates that with the right strategy, and a commitment to community, even a company with roots in a bygone era can thrive.