Complaints

This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  Earthlink, LLC

  80-02 Kew Gardens Road Kew Gardens, NY 11415

• 

  EarthLink Business Solutions

  124 W Tombigbee St Florence, AL 35630-5422

• 

  Deltacom Communications, Inc.

  503 Lamar Street Greenwood, MS 38930

• 

  One Communications

  PO Box 711879 Cincinnati, OH 45271

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order WiFi. They told me ***** for the order and they will ship to me. Took longer than they said. Then when I get the box and set it up. They say I need to pay another 96 dollars to activate. They never disclosed that when ordering. I would never have agreed to get the services if I knew that.

  

  Business Response

  Date: 07/17/2025

  07/17/2025
  ***** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he ordered ************ and was told the charge was $39.95 for the order. The consumer received the device and set it up. It is further stated that he needed to pay another $96 to activate. The consumer states that he would never agree for that and is seeking a refund of $135.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry for any confusion or misunderstanding related to the account. As per the records, the consumer was informed that it was a month to month charge and needs to be activated in ten days. We are sorry to know that the consumer decided to cancel the account. As requested the account is inactivated as of 07/16/2025. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. As a special consideration the charge of $39.95 has been refunded. The refund will reflect in the credit card statement in up to three days. The consumer has only paid $39.95 so we are unable to refund $135 as stated by the consumer. A return label has been sent to the contact email address on file. The consumer must use this return label to send back the device within 30 days of inactivation to avoid unreturned hardware fee of up to $400. We would like to assure all our consumers that we take feedbacks positively and would imply it positively to help improve our services. The confirmation number for this response is 678097698854.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was lied to what Earhlink would do for me compared to **** already in place for me. They cost me more money to get a Mesh Extender to make their product work better. They will charge me $250 to discontinue my service before the 12 month committment they roped me into. They lied to me 5 years ago stating they had fiber and did not offer it where I was living at the time. Now they are using **** fiber lines but stated they are better than them but did not state this when they were selling me the service. There should be a required try out time without fees when they are selling you the service! Very Frustrated and woud like nothing to do with Earthlink Ever Again!! I would like them to cancel my service without charging me an eartly termination fee or refund me for the mesh extender system I needed to buy to make the system work. The technician said he did not have any on his truck and never carried any for Earthlink.

  

  Business Response

  Date: 07/14/2025

  07/14/2025
  ******* ****** BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she was lied to as to what EarthLink would do as compared to AT&T already in place. It is stated that it cost her more money to get Mesh Extender for the service to work. It is mentioned that she was lied to 5 years ago stating that the service was fiber and did not offer it where she was living at that time. It is stated that she will be charged $250 to discontinue the service before 12 month commitment. The consumer wants to cancel the service without Early termination Fee or refund for the Mesh extender she needed to buy to make the system work.
  
  On reviewing the account we see that the service was set up for high speed internet access. There are certain orders that are not completely fiber optic and it has a combination of copper wiring as well as fiber optic. In such cases the fiber optic cable is installed up to the *** box, pole and central office and not always till the consumers premises. We are sorry for any confusion or misunderstanding that may have happened at the point of sale.While EarthLink partners with AT&T only for installation, billing and support is handled by EarthLink. EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We are sorry to know that the consumer did not get the desired service and decided to cancel the account.
  
  The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. As designed by the system the account was charged an Early Termination Fee of $200. The actual charge was $184 due to the modem fee credit balance of $16. Based on the situation we have refunded $184. As a courtesy we have also refunded the first month invoice charge of $58.95 that was applied on 07/10/2025. The total refund is $242.95. The refund will reflect in the credit card statement in up to three days. On further review we see that the consumer contacted our support team to reactivate the account. The account has been reactivated. As per the line test the modem is in sync Uptime 3D 7H 59M 37S with 1 device connected over Ethernet and 10 with Wi-Fi with good speed. The confirmation number for this response is 204075853.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I just want to say that Earthlink did not contact me to state that they were going to accept the cancellation with no fee, but did send an email stating my internet was cancelled today without warning and also charged me the total fee of $242.95 which in their letter they said as a refund  but ended up being a charge.  Seeing this I called and stated that I did not want to be wiithout internet today and they reinstated the service.  

  I feel this company lacks Customer Satisfaction and Communication!  I will keep this service for the year and then cancel where I won't get charged and lied to.  

  I do not want to be without internet and if they want to satisfy me they need to talk to me and work it out.  Meanwhile I will reluctantly maintain my service with Earthlink.

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July first I was supposed to have my service canceled and set up new service on the first. Earthlink has yet to release my port after 10 days and has done nothing to resolve the issue in forms of contact when I have constantly asked to speak to any department spending 2 weeks of my time to get this resolved

  

  Business Response

  Date: 07/11/2025

  Date: - 07-11-2025
  ******* ******* BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states EarthLink was supposed to cancel his services on July 1, 2025, as he was switching to another provider. The consumer states that its been over 10 days the lines are not yet released.  The consumer has also disputed the Early Termination Fee of $215. The consumer is seeking a resolution from EarthLink in this regard.  
  
  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service. The ***************** comes with a one-year contract with an Early Termination fee of $200 (taxes will be applicable).   As per the EarthLink policy, if the account is canceled within the first year of service at any given location, the consumer is liable to pay the Early Termination Fee.  The Early Termination Fee is levied on the location where the service was installed. So, when a consumer cancels the service within the one-year contract for that given location then the consumer is liable to pay the Early Termination Fee. This term commitment is applicable to all the Hyperlink customers.  However, in order to bring this matter to a close we have refunded the Early Termination Fee of $215. It may take up to 3 business days for this refund transaction to complete. 
  
  In regard to cancelation and line release issue, as per our records we had already canceled the consumers EarthLink account as of July 1, 2025.  As per the policy, the time period to release the line is 7 to 10 days after the inactivation of the account. Upon receiving the consumers complain we immediately escalated this issue to our vendor AT&T team.  We have confirmed from AT&T that the consumers line has been released.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation number for this response is *********.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  *************************************

  Customer Answer

  Date: 07/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started using this service a few months ago and now I am unhappy with it. I reached out to them yesterday to cancel my service. But now, they have gotten distant since then. Any help with this issue will be appreciated.

  

  Business Response

  Date: 07/10/2025

  07/10/2025
  ***** ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he is using the service since a few months ago and is unhappy with it. The consumer states that he called to cancel and is seeking assistance.
  
  On reviewing the account we see that the service was set up for high speed Internet access. EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We are sorry to know that the consumer is not happy with the service and decided to cancel the account. Our Executive team contacted the consumer and as requested the account is inactivated as of 07/10/2025. The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), Based on the situation the Early Termination Fee of $200 has been waived. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services.  The confirmation number for this response is 204068031.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They turned my service off and cost me my job I realized email and text messages saying it was due on the 7th but it was turned off at midnight and they don't allow anyone to get an extension or payment arrangement

  

  Business Response

  Date: 07/07/2025

  Date: - 07-07-2025
  ******** ******** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  In the complaint, the consumer states that EarthLink turned her service`s off due to nonpayment.  The consumer states that she works from home,so this is impacting her ability to do her job. The consumer states that EarthLink sent her emails and text messages reminding her to make a payment.  The consumer states the message reminded her that if payment is not made on time, then her account would get inactivated by 7th July.  The consumer states that her account got inactivated at midnight. The consumer states that EarthLink is not providing extension to make payment or to make payment arrangement.
  
  We apologize for the inconvenience caused to the consumer. On reviewing the account, we see that the service was signed up for high-speed HyperLink internet access.  HyperLink accounts do not qualify for non-automated payments.  The consumer needs to have a valid credit/debit card on file at all times.  EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy, If customer provides ********************** with a valid credit or debit card, he/she agrees to maintain valid and current credit or debit card information with EarthLink at all times.
  
  As per our records consumers billing cycle is the 25th of each month.  Every month the bill is generated on 25th and a ***** period of around 10 days was given to the customer to make the payment.  The bill which got generated on June 25, 2025, for $149.12 was rejected by the card on file.  EarthLink systems are automated, so when a payment was not received during the ***** ************* The account got inactivated automatically on July 7, 2025, at 12 am, that is midnight July 6, 2025.  This system is applicable to all our customers.  However, as a courtesy we have reactivated the account this time and have put an extension date of July 11, 2025. The service will completely resume within 24 to 48 hours. Furthermore, we have waived the reactivation fee of $25. We would like to inform the consumer that the payment extension would be given only once in 90 days.  Please note if the consumer does not make the payment of $149.12 by July 11, 2025, the consumers account would again get inactivated.  We would then not be able to extend the date or activate the account and also the consumer would be liable for additional charges. The confirmation number for this response is 204064689.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earthlink set up a wifi system on my property under false pretenses. I thought that I had hired Xfinity to fix my existing Xfinity wifi service. The Earthlink representative did not present herself as working for Earthlink, but acted as if she worked for *******. Earthlink has charged me for the installation and for monthly payments for services I did not agree to. Please see that attached letter for the full explanation.

  

  Business Response

  Date: 07/09/2025

  07/09/2025
  Wakana *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that on 03/14/2025 the internet service was unexpectedly disrupted and searched for customer service for Xfinity. She thought she had hired Xfinity to fix her existing service but ended up with EarthLink. It is mentioned that the EarthLink representative charged for installation and monthly payments for service she did not agree to. It is further stated that she did not knowingly agree to subscribe to EarthLink Services. The consumer is seeking a refund of $167.55 and cancellation of account.
  
  We would like to apologize for any confusion or misunderstanding that may have happened at the point of sale. On reviewing the account we see that the service was set up for high speed internet access on 03/13/2025.  ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. The account was active and therefore billed. It appears that the consumer assumed it was Xfinity technician but unknowingly got signed up for EarthLink. As per the records the invoice charge of $73.80 for 03/19/2025 and 04/19/2025 were disputed with the bank but it was closed in favor of EarthLink. Due to this dispute, the account got inactivated in the system. The account was under a term commitment and as per the policy, upon inactivation, the consumer got billed Early Termination Fee of $200 plus tax of $22.22. The un-returned hardware fee is $300 plus tax of $18. This total charge of $540.22 has been removed. The consumer has been refunded $93.75 on 06/17/2025. The remaining balance of $73.80 is refunded by check. The check refund processing time is 4-5 weeks. The account has been completely refunded a total of $167.55.The current status of the account is inactive. The confirmation number for this response is 204067153.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earthlink mislead me into believing that they had their own infrastructure fiber internet but used contractors to maintain their fiber internet. I asked them if it was Frontier fiber internet and they said that they only use Frontier Technicians for contract Maintenace. ******** is the absolute worst internet provider in this country with no rating over 1 star. If they were honest, which they are not, then I would have never paid for their horrible Frontier internet. Even the Frontier Technician admitted that the infrastructure and internet was Frontier! Our internet never was reliable and do to EarthLink misleading me, it caused harm to my marriage because my wife told me I better not get Frontier Internet! Earthlink is nothing but a ***************** that is very Unethical. I should have never been charged a $200 cancelation fee due to their misleading lies? How on earth does the BBB have this unethical company with a A+ rating??? I even looked up theri BBB rating before paying Earthlink for internet.

  

  Business Response

  Date: 07/07/2025

  07/07/2025
  ****** C ****** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that EarthLink made them believe that they had their own infrastructure and used contractors to maintain the internet. The consumer states that ******** has 1 star rating and they would never pay for the ***************** The consumer states that the service was never reliable. It is further stated that they should have never been charged $200 cancellation fee. The consumer is seeking a refund of $200.
  
  On reviewing the account we see that the service was set up for high speed internet access. We are sorry for any confusion or misunderstanding that may have happened at the point of sale.While EarthLink partners with ******** only for installation, billing and support is handled by EarthLink. EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We are sorry to know that the consumer did not get the desired service and decided to cancel the account. As requested the account is inactive as of 06/26/2025. The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. The service is partnered with ******** and there is a two year contract with an Early Termination Fee of $600. As designed by the system upon inactivation, the account was charged an Early Termination Fee of $600. Based on the situation, we are making an exception to the standard policy and refunding the amount of $649.50 including tax. The refund will reflect in the credit card statement in up to three days. The current status of the account is inactive. The confirmation number for this response is 204060798.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** C ******

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used EarthLink internet services for a few months up until may of 2025 and today July 2 2025 EarthLink took ****** dollars from my account. I returned their equipment and cancelled their services both in may of 2025 and they refuse to remove my account information and billed me triple for services I havent used In 2 mobtgst

  

  Business Response

  Date: 07/03/2025

  Date: - 07-03-2025
  ********* ********* BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that she had used EarthLink internet services for few months till May of 2025.  The consumer states that she noticed that on July 2, 2025, EarthLink took $310 from her account. The consumer states that in the month of May 2025, she had canceled the service and also returned the modem back to EarthLink.  The consumer states that despite of that, EarthLink billed her triple the monthly bill amount for the service that she did not use for the last two months.
  
  On reviewing the account, we see that the consumer had signed up for a HyperLink internet service for $74.62 a month.The ***************** comes with a one-year contract with an Early Termination fee up to $200.  The EarthLink policy states, if the account is canceled or gets inactivated within the first year of service, the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our Hyperlink customers. 
  
  On further reviewing the account, we did not find any records of consumer calling in the month of May 2025 requesting to cancel the service.  Since the account was still active, a monthly internet bill was generated on June 2, 2025, for $74.62.This bill payment was rejected by the consumers card on file.  The consumers account was therefore inactivated automatically by our system on June 21, 2025, after the payment grace ****** was over.  On inactivation of the account,the consumer was billed the Early Termination Fee as the account was still under a contract.  Therefore, the consumer was charged a total bill of $304.91 which consisted of the monthly bill for June 2025 and the Early Termination Fee along with taxes.  Therefore, the consumer is not liable for any refund as the charges are legitimate.  We would like to inform the consumer that on inactivation of the account on June 21, 2025, a return label was automatically generated by our system and was mailed out to the consumer.
  
  Lastly, we would like to inform the consumer, that we have not received the modem.  We would therefore request the consumer to provide us the tracking details of the modem as soon as possible.  Otherwise, the consumer would be charged a non-return item fee of $300.   The consumer could send this information via email at my below contact email address, or she could also reach our customer support directly on ************** or have a live chat on ************************************************* confirmation number for this response remains the same 204059556.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23547910
  
  I am rejecting this response because: I was not notified if a early termination fee THUS IS A PREPAID SERVICE  NO CREDIT CHECK OR ANYTHING IT WAS A  SIMPLE PAY AS YOU GO PLAN AS IT WAS EXPLAINED TO ME BY REPRESENTATIVES BEFORE I PAID FOR MY SERVICES. Now all these termination fees and etc are coming about, these are lies so they wouldnt have to refund my money they stole out of my account. They sent me a tracking number so they can track the package because the same one they sent me I sent back with their merchandise its no reason to keep equipment I cant use or need
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 07/08/2025

  Date: - 07-08-2025
  ********* ********* BBB Rebuttal #********
  EarthLink Acct # ********
  Acct status:  Inactive

  
  
  In the complaint, the consumer states that she is rejecting the response, as she was not informed about the Early Termination Fee.  The consumer states that the sales representative informed her that its a prepaid service with no credit check. The consumer states that she would therefore like to be refunded the charges.  The consumer states that she has sent the modem back with the EarthLink return label on it.The consumer would like EarthLink to track the modem return status with the same tracking number they have sent to her. The consumer is seeking a resolution from EarthLink in this regard. 
  
  
  We apologize for the inconvenience caused to the consumer.  We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. Upon receiving the consumers complain in regard to not informing the consumer about the contract. We accordingly escalated this complain to the sales team.  The sales team worked on it and they have confirmed that the consumer was informed about the contract on call. The sales agent had sent a text note on the same call which had the terms and condition of the services.  We would also like to inform the consumer that when the customers connect to the ******************** for the first time, the terms and condition are accepted by the customers to access the ********************.  Therefore, the consumer is liable to pay the $230.29 with taxes the Early Termination Fee for breaking the contract.
  
  
  As per our record, the consumer disputed $304.91 with her bank which was made to EarthLink on July 2, 2025. This bill of $304.91 consisted of monthly bill along with the Early Termination fee. The consumer therefore owed EarthLink $304.91. However, in order to bring this matter to a close, we have decided that the chargeback dispute amount would be raised in favor of the consumer. We have accordingly escalated the issue to the concerned team to have the chargeback done in favor of the consumer. Please allow up to ********************************************************************** case if the consumer still faces any issues relating to it, she could contact me at my below contact email ********** regard to modem return, we would like to inform the consumer that as per tracking id ******************.  The modem has not been returned to EarthLink. We would therefore advise the consumer to check the *** website or visit the place from where she had shipped the modem and inquire about the return shipment.  If the modem is not returned in a timely manner the consumer would be charged a fee for not returning the modem. The confirmation number for this response remains the same 204059556. 
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 6/11/2025 I call to place a order to receive internet service on my home and I explain that I live on a forest land where the satellite signal is very low or nothing but the person who attended me told me its ok 60/% of our customers live near you so he changed me $39.95 to process and send me a router when I receive the router in order to turn on my service they charge me $65.99 6/17/2025 during 2 days via phone they try to connect my service but signal was very poor so I told them to cancel my service because not working in my area and they said they only return my $65.99 because the $39.95 was to cover all the process finally on 6/21/2025 I receive only $49.77 and I call customer service to know why they dont send me my money back $65.99 and they say because they charge me the time I use the service but I never use it they use the time trying to make it work in my area where I live, so thats why I am very frustrated and upset because from the first call with them they laying when they say they service work ok in my area and its not true plus they told me they will refund my $65.99 which is not true also and every time I call to speak to a manager they always say manager is not available because he attending a meeting so is why I decided to fill a complaint this company is taking our money with lying please help me to stop this fraud

  

  Business Response

  Date: 06/27/2025

  06/27/2025
  ***************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that on 06/11/2025 she called to place an order for internet service and she explained that she lives on a forest area where the signal is very low. It is stated that she was charged $39.95 to send the router and then $65.99 to start the service. The consumer states that the signal was very poor so she told to cancel the service. It is further stated that she was told that $65.99 will be returned but she received $49.77 for unused data. The consumer is seeking a refund of $56.17.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that may have happened at the point of sale. The initial payment at sign up is the processing fee and must be paid before the equipment is sent to the consumers house. We are sorry to know that the consumer did not get the desired service and decided to cancel the account. As requested the account is inactive as of 06/18/2025. The consumer has sent back the device. Based on the situation a refund of $56.17 has been processed. The refund will reflect in the credit card statement in up to three days. We would like to inform our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 676604369525.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 06/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against EarthLink regarding a serious misrepresentation of the internet service I purchased from ******* 2023, I signed up for what was explicitly advertised and sold to me as fiber internet through EarthLink. I chose this service based on the promise of faster and more reliable speeds that fiber internet provides, and I have been paying for that level of service since the account was opened.However, in 2025, it was brought to my attentionby a technician during a service issuethat I have been receiving copper (DSL) internet, not fiber, for the entire duration of my contract. This means I have been overpaying for a service I never actually received for approximately two years.I consider this not only false advertising but also a breach of trust and poor business practice. Despite contacting EarthLink customer service, I have not received a satisfactory explanation or resolution, such as a refund or service correction.I am requesting the BBB's assistance in addressing the following:A full investigation into EarthLink's service sales practices.A retroactive refund or credit for the difference between copper and fiber service from 2023 to present.Confirmation of a full release from any contractual obligations without penalties.I appreciate your attention to this matter and look forward to a prompt and fair resolution.

  

  Business Response

  Date: 06/25/2025

  Date: - 06-25-2025
  ****** ****** BBB # ********
  EarthLink Account # ********
  Acct status: Closing as of 06-30-2025
  
  In the complaint, the consumer states that EarthLink has misrepresented her about the internet service that she had signed up in 2023.  The consumer states that she was offered the internet service stating that it was a fiber internet service. The consumer states that lately, it was brought to her attention by a technician during a service issue, that she has been receiving copper (DSL) internet, not fiber, for the entire duration of her contract.  The consumer complaint that she has been overpaying for a service that she never actually received for approximately two years. The consumer has mentioned her dissatisfaction with EarthLink in this regard. The consumer in her final resolution would like to have a refund for the service that she did not receive. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for all the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer was offered a high-speed HyperLink internet access.  In regard to the complaint about this service not being fiber optic. We would like to inform the consumer that the Internet line from the ************** to the consumers ***/Junction box is Fiber line and from the *** box to the consumers house is copper line.  Therefore, a high-speed internet of approximate 12 Mb was possible.  If it would have been a complete copper line, then this speed would not have been possible.  If the service provided to the consumer would not have been a Fiber optic service, the Fiber optic box itself would have not worked in providing the consumer the internet service.  Furthermore, at the time of signup, the consumer was made aware of the speed and price for which she had signed up for. 
  
  In regard to refund request, as per the policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date.  Lastly, we would like to apologize for the misunderstanding that was created by the agent who provided this information to the consumer. We have accordingly escalated this issue to the concerned team and appropriate action will be taken.  As per our record the consumers account is in closing for June 30, 2025, with no cancelation fee after inactivation of the account.   It takes 7 to 10 days for the line to be released from the date of inactivation of the account.  The confirmation number for this response is 204045701.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************