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

  
• 

  One Communications

  5727 old Boonville hwy Evansville, IN 47715

• 

  ITC Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  One Communication

  7150 Windsor Dr Ste 4 Suite 4 Allentown, PA 18106-9328

• 

  Earthlink, LLC

  80-02 Kew Gardens Road Kew Gardens, NY 11415

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:01/08/2025

  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.

  I paid $55.94 and Eathlink is saying I used 100gbs worth of H3733353532**303434H and now I&#**;m out for the month when the payment I made was on 1/6/2025. I don&#**;t use the H3733353532**303434H for anything other than tv so I don&#**;t understand how I am out of gbs already.

  

  Business Response

  Date: 01/09/2025

  Date: - 01-09-2025
  ******* ***** BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the complaint, the consumer states that she paid $55.94 for a 100 Gb internet plan to EarthLink. The consumer states that she is out of data despite of paying the bill on January 6, 2025.   The consumer states she would like to know how the data has been used up so quickly. The consumer is looking for a response from EarthLink in this regard.   
  
  We apologize for the inconvenience caused to the consumer.  We would like to inform the consumer that measuring data usage is a complex calculation.   Data usage is only measured in terms of what kind of website or internet application the consumers are accessing. Maximum data is consumed when the internet is used for gaming, watching online movies,reels and videos.  Other reason for high data usage could be found when there is more than one device connected to the internet.    We would like to educate the consumer that the Wireless Home internet service is not preferred by consumers who have high usage.  We would also advise the consumer to please secure their internet connection.  Please note that in order to save data, the consumer while not using the internet should not leave the router ON while sleeping or away from home.
  
  On reviewing the consumers account,we found that the consumers billing cycle is the 6th of each month. As per our records the consumers data usage as of June 6, 2025, is ***** GB data used out of 100 GB data.  The consumer still has around 88 GB left as of 6th January 2025.  We would advise the consumer to once refresh the internet and check their usage once again.  Incase if the consumer is still getting a message of full data used up, then they could contact our technical team at ************* between 9 am to 7 Pm. Eastern, 7 days a week.  The confirmation number for this response is 593577683253.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:01/07/2025

  Type:Billing 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.

  This complaint is about a deceptive and exploitative business practice by Earthlink **** I have been exploited by Earthlink Internet services division and seeking a resolution.I'm a recent Earthlink client since the past four months until my service was suddenly cancelled in the midnight hour of January 5th 2025. I am a retired senior citizen on fixed income who chose Earthlink to provide me with a basic internet service plan at the cost of $70.89 per month.On December 24th 2024, just before I traveled for the Christmas holiday, I received an email message that I have a past due balance of $70.89. Since most companies closed for Christmas, I called on the day after Christmas and arrange to pay the past due amount of $70.89 during the first weekend of January 2025. I informed the **************** *** that my social security direct deposit funds would likely be available in my Bank account during the weekend of January 3rd. 2025. I had already provided my **** Debit Card to Earthlink **** The customer service was very polite and helpful. She agreed to my payment agreement. During the same weekend when Earthlink was supposed to charge my one month past due payment of $70.89, they surprisingly chose to charge my debit card on file the amount of $270.89. Worst of all, Earthlink forced cancel my account completely to trigger a termination fee of $200.00. This is practically a exploitative business model that must be addressed publicly. IMAPCTS:The impacts of Earthlink's actions are severe and unnecessary. For instance, my daughter who works from home has had her work disrupted during the snowstorm in most parts of ***. Our family has been impacted in many ways. Earthlink has actually violated the spirit and letter of the agreement I made with them. EarthLink must reverse all penalty/forced termination charges of $200 and restore my internet services immediately without delay.

  

  Business Response

  Date: 01/08/2025

  Date: - 1-08-2025
  Flint ***** ******* BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer has mentioned his dissatisfaction with EarthLink. The consumer has requested to reverse all penalty charges.  The consumer would like EarthLink to restore his internet services as soon as possible. The consumer would like EarthLink to cease on force termination fee.  The consumer would also like Earthlink customer service to improve on their communication to clients regarding payment arrangements, while they confirm in writing to customers what are the terms of a payment agreement. The consumer states that Earthlink must be more professional in following up on any terms of agreement, while they implement reasonable steps such as 'suspending services' of customers instead of the exploitative rush to terminate a client's service to reap 'Termination fees'.  The consumer is seeking a resolution from EarthLink in this regard.
  
  We sincerely apologize for the inconvenience caused to the consumer. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services. 
  
  On reviewing the consumers account, we see that the service was signed up for high-speed HyperLink internet access. The EarthLink service prices are based on a model that includes the use of automated form of payment. As per the policy, If consumer provides EarthLink with a valid credit or debit card, he/she agrees to maintain a valid and current credit or debit card information with EarthLink at all times.  The EarthLink system is designed in such a way that after the ***** period of making a payment gets over the account gets inactivated automatically.  Before the inactivation of the account, a payment reminder is sent to the consumers contact email address.  This programmed system is followed for all the EarthLink consumers. 
  
  As per our payment records, the consumers billing cycle was the 16th of each month. The consumer was paying $70.89 per month for the internet. On viewing our record, we see that the bill which got generate on December 16, 2024, for $70.89 was not made on time. Due to this delay in payment, the account got inactivated automatically on January 4, 2025, and the internet line also got permanently released. The service was under a term commitment of one year. As per the policy (***************************************), if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. The consumer was therefore liable to pay the Early termination fee of $200, as well as the outstanding balance amount of $ 70.89. 
  
  We do see that the consumer later on January 6, 2025, did make this payment. However, we would like to inform the consumer that the internet line is permanently released.  The consumer has to therefore setup a new service with an installation fee. The time period to install the service would be the same as a new signup. If the consumer decides not to continue the service with EarthLink, then the consumer would not be liable to get a refund of the Early termination fee.  We have decided that as a courtesy we will reverse or refund the Early Termination Fee once the new service is installed for the consumer. The consumer has to therefore decide and call us immediately to sign up for the new service. The consumer could contact our Sales team directly at ************.The working hour through the week is between 10 Am to 7 Pm EST.   The confirmation number for this response is 203662812.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 01/09/2025

   
  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. I will call the new service Telephone number ************ to request the new service as directed.
  

  Additionally, I am contacting the CEO of Earthlink, Mr. ***** **** regarding the need to improve customer services at ********************. Particularly on how user's payment arrangements are documented and followed up to Earthlink clients. 

  The forced triggering of termination Eartlink's customers' ******************** services accounts generating a charge of $200 per customer also needs to be addressed by upper management at Earthlink.  

  
  Sincerely,
  
  Flint ***** *******

• Initial Complaint

  Date:01/06/2025

  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 started service 6 months ago. After the third statement I notice a service fee for something I did not want, ******** for $9.95 per month.On my account portal there is a place to change the plan and I chose to cancel. I received the following month's statement with the same charge. I went online and again cancelled and saved the option. This happened three times. The online chat told me to call. I did and they cancelled the current month but could not credit the previous months.They have a clear function on their portal to change and cancel options, yet they do not work!Attached is the screen shot of showing how to cancel which I did three times.

  

  Business Response

  Date: 01/09/2025

  01/09/2025
  ***** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she started the service six months ago and after the third statement she saw a service fee for something she did not want. The service was ******** for $9.95 per month. It is mentioned that she went online to cancel the subscription and saved it three times. The online chat told to call. It is further stated that when she called the **************** was cancelled but they could not credit for the previous months. The consumer is disputing $29.85.
  
  We would to apologize for any confusion or misunderstandings related to online cancellation of ****************** This appears to be an isolated issue and we are not aware why it did not work online. As per the records the subscription of Easy Tech has been cancelled as of 01/06/2025. The consumer was given a one month credit of $9.95. As per our policy, all charges are considered valid unless disputed within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old.  As customer appreciation an additional credit of two months charge of $9.95 has been applied.The credit will be adjusted in the next three invoices starting from 02/04/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 203665074.
  
  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:
  *************************************
  

• Initial Complaint

  Date:01/06/2025

  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 purchased wireless internet services through EarthLink commencing with activation on 12/27/24. The connectivity was poor from day one. I contacted customer support approximately seven times with no resolution. I was told when I purchased the plan that it would work in my area. I paid a total of over $140 including a processing/handling fee and first month of service. I used approximately 38 of 100 GB of data, though it never worked. They will only refund me $24.76 of the $65.20 monthly fee. At the very least I should be reimbursed $40.41 for prorated amount of data not used. I feel as though I should get a full refund for services that never worked though I was told they would. This was made clear to them from the very beginning. They should have a record of my multiple contacts with support.

  

  Business Response

  Date: 01/08/2025

  Date: - 1-08-2025
  ***** K **** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that he signed up for EarthLink Wireless internet service.  The consumer states that he canceled the service as he had connectivity issue since day one. The consumer states that he requested a refund for the prorate data used.  The consumer states that he used 38 Gb our of 100 Gb and was only offered a refund for $24.76 of the $65.20 monthly fee. The consumer states that he should be offered $40.41 instead of $24.76.  The consumer states that since his service did not work, he feels he should be refunded the entire amount that he had paid to EarthLink.  The consume is seeking a resolution from EarthLink in this regard. 
  
  We sincerely apologize for the inconvenience caused to the consumer in regard to the internet issue.  The Wireless Home Internet service works wirelessly and is connected to one of the cell towers at the consumers location. Therefore, there is a possibility of connection/speed variation due to certain factors that are beyond the control of EarthLink.  The Service speed may vary depending on location, line quality, inside wiring, Internet traffic,and other factors beyond the control of EarthLink.  We would like to assure all our consumers that EarthLink always strives for a better customer experience. We are sorry to know that the consumer did not get the desired connection.
  
  In order to bring this matter to a close as per the consumer request we are placing a refund of $40.41. Please allow up to 3 business days for this refund transaction to complete.  Incase if the consumer has any query in regard to this refund he could contact us by phone, at ************ (9am to 10 pm ET 7 days a week).  The confirmation for this response is ************.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 01/08/2025

   
  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:01/03/2025

  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.

  When shopping around for an internet company for my home, the salesman at ******** assured me that signing on with this company, I would be provided with fast fiber optic Internet, as well as receiving a $200 **** gift card for the initial signing up. Its been 6 months now and 8 phone calls into EarthLink customer service to not only complain about the slow internet I am receiving from EarthLink but also to question why I still have not received my $200 **** sign on promotion gift card. I am Given multiple excuses from EarthLink customer service on why my ********************** is running slow as well as multiple excuses why I have not yet received the **** gift card. I recently just found out that earthlink never installed fiber optic Internet at my home! I have been paying for fiber optic Internet for six months, and I have not been receiving Fiber optic!! I now I am so frustrated with paying for something I have not been receiving that I want to cancel my services with EarthLink. However, Im told that there is a cancellation fee. There should be no reason for me to receive a cancellation fee of $200 when earthlike never sent me the promotion gift card of $200 and Ive been paying for service that I have not been receiving! I would Very grateful if the BBB could step in and help me in this situation. Thank you ****** *******

  

  Business Response

  Date: 01/07/2025

  Date: - 1-07-2025
  ****** ******* BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint, the consumer states she was assured by the sales representative a gift card of $200 after she signs up for a high-speed fiber internet service with EarthLink.  The consumer complaint that its almost 6 months now and she has not received the gift card that was promised at the time of signup. The consumer states that now she has found out that EarthLink never installed the fiber optic Internet at her home. The consumer states that she would therefore now like to cancel the service due to low internet performance.  The consumer states that she was informed that if she cancels the service, she would be charged a $200 as a cancelation fee.  The consumer would therefore like EarthLink to look into this matter and help resolve her issue.
  
  We apologize for the inconvenience caused to the consumer.  In the previous response we did explain the consumer that she was offered 300 Mbps high speed HyperLink internet service.  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 300 Mb was possible. If it would have been a complete copper line, then this high 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.   Furthermore, we do see that the consumer did call up in regard to slow speed issue in the month of September 2024. As per our record on September 16, 2024, the consumer worked with our tech support and speed test was done by the consumer. On doing the speed test it was around 300 Mbps speed. At that time the speed was good, and the consumer gave a green flag for that.  However, after this call there were no contacts made in regard to slow speed issue in the month of October or November month.  Therefore, we would advise the consumer to do a speed test and accordingly they could reach our technical support. 
  
  In regard to the complaint where consumer claims to have not received the link for Gift card, we accordingly escalated this issue again to our concerned team.  We did inform in the previous response that we received a reply from the concern team stating that as per their record, an email with a gift card link was sent to the consumer on December 16, 2024.  It showed it was delivered to the consumers contact email address.  We did advise the consumer to check their spam folder, or she could also check other devices if she has setup her mailbox on one or more devices.  Since the consumer claims that she has not received the link for the Gift card.  Therefore, our concerned team will be resending an email which will contain the email link for the Gift card by end of the day today or by tomorrow.  In case if the consumer still claims to have not received the Gift card link, she could directly contact the concerned department at *************. The working hours are between Monday to Friday from 10 am to 6 pm EST. They will accordingly provide assistance in regard to gift card issue.
  
  Lastly as stated in the previous response that the ***************** comes with a term commitment. As per the policy, if the account gets canceled or inactivated within the term commitment of service the consumer is liable to pay an Early Termination Fee.  Incase if the consumer faces any technical issue or billing, she could reach our customer support directly on ************** or have a live chat on *********************************************. The confirmation number for this response remains the same 203618591.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:01/03/2025

  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.

  On 12/23/2024 I called earthlink to get internet installed at my home. On their website The promotion was that two hundred dollar mastercard along with free installation and activation with new service When I was on.The phone with a lady I said are u going to give me the promo on your website she stated no because I waived the activation i then looked back on their web page and seen the as the lady lied to me and I don't want your internet installed if you do not give me the 200 Mastercard and activation like it's states and reprimand the liar. The lady just blew me off didn't say sorry Saud can we credit your monthly bill no.i want as stated I enclosed the ad

  

  Business Response

  Date: 01/10/2025

  01/11/2025
  ******* ******-BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she called EarthLink on 12/23/2024 to get internet installed at home.  On the website there was a promotion for $200 master card along with free installation and activation.  It is mentioned that on the phone, she was informed that she will not get the promotion because the activation fee was waived.  The consumer states that she does not want the internet installed if she does not get $200 Mastercard and activation. The consumer is seeking a response.
  
  We are sorry for any miscommunication that may have happened and any inconvenience caused.  EarthLink is offering up to $200 gift cards to qualifying customers depending on the speed of the service.  We have escalated the screen shot sent for $200 Master Gift card and free installation to our mangement team for verification. The consumer had signed up for the service on 12/23/2024 and the account is inactive as of 01/02/2025.  We thank the consumer for reporting it to us and would like to inform our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. The confirmation number for this response is 203663838.
  
  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: 01/11/2025

   
  Complaint: 22765651
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/14/2025

  01/14/2025
  ******* ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she is rejecting the response but there is no reason mentioned.
  
  In the previous response it was stated that EarthLink is offering up to $200 Gift card to qualifying customers depending on the speed of the service. It is given as $100 after 60 days and $100 after 120 days of good standing service. The screen shot of the promo offering up to $200 Gift card and free installation provided by the consumer was escalated to our Executive team. It has been informed that it was a time bound offer which has expired since then. As customer appreciation, the consumer was offered free installation and billing adjustment which was declined. The current status of the account is inactive as of 01/02/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take every opportunity to improve our services. The confirmation number for this response is 203677780.
  
  EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service 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.

  Suddenly I am unable to login to my account. And unable to receive support except from unhelpful chatbot

  

  Business Response

  Date: 01/09/2025

  Date: - 1-09-2025
  ****** ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint, the consumer states that he is having issues login into his EarthLink account.  The consumer has mentioned his difficulties reaching anyone at EarthLink.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We sincerely apologize for the inconvenience caused to the consumer, while he was trying to resolve his tech issue and had difficulties reaching the tech support. Upon receiving this complaint, we immediately escalated it to the concerned team. We received a ***ly from them stating that the consumer had already received a call back from EarthLink.  The consumer stated that on this call he was helped with changing his password.  The consumer further stated that he is not sure whether his login issue has been resolved. The concerned team *** accordingly offered to resolve the consumers tech issue.  The consumer declined stating that the EarthLink *** who had helped him with his issue has given him a contact number to reach him when he would have any difficulties in getting into his EarthLink account.
  
  Incase if the consumer has any technical or billing issues, they could reach us at *************. The hours of operation are Monday to Friday between 10 am to 8 pm Est. We appreciate the consumers business, and we will continue to serve the consumer. The confirmation number for this response is 202149891.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising 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 had been using EarthLink as my internet provider for four months. I had switched because my electric utility service provider, ***, said that EarthLink was cheaper than the internet provider i had at the time. On the fourth month of having them as my provider, I wasn't going to be able to pay my bill until after it was due, and i chatted with a cs agent about EarthLink possibly having a payment plan i could do to keep my service on. The cs agent told me that were no plans i could get because my account was closing. So, i found another internet provider. Next thing i know, on January 1, EarthLink charges me $306.13. That was taken from my rent money. I contacted EarthLink customer service using chat, and the agent told me i needed to call, and they weren't open until the next day. i called the next day, and the agent said i was on a plan that included a 12 month contract, and the $306.13 was a $200 early cancelation fee plus $91 for a month of service that i didn't pay, and taxes and fees. The cs agent continued by telling me there was nothing they could do about reimbursing me. I felt strongly that EarthLink was in the wrong in that I had not received a bill for the $306.13, and i had been told by the agent i contacted before via chat that my account was being closed. I insisted on talking to the current ** agent's supervisor, The supervisor, ********** got on the phone with me, i explained what had occurred and what i wanted, and she said she was authorized to refund me, and to send the chat transcript to her via email (i was given an email address to send it to), and that she would call me back in 24 hours at the same time we had talked that day. I sent the transcript, but the supervisor did not call back.

  

  Business Response

  Date: 01/10/2025

  01/10/2025
  Zhea *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she has been using the internet provider for four months. It is stated that she switched because the electric utility provider *** said that EarthLink was cheaper than the service she had at that time. It is mentioned that on the 4th month she was not going to be able to pay until after it was due and she chatted with an agent about a payment plan to keep the service. It is stated that she found another internet provider and on 01/01/2025, EarthLink charged $306.13. It is further stated that it was taken from her rent money and did not receive the bill for it. The consumer was informed that it was $200 for Early cancellation plus $91 for the month of service she did not pay for and taxes. The consumer is disputing the charge of $306.13.
  
  On reviewing the account we see that the service was signed up for high speed HyperLink internet access. We are sorry for any misunderstanding that may have happened and the inconvenience caused. As per the records the charge of $91.13 for the invoice dated 12/07/2024 was rejected. When the account goes inactive for non-payment on the due date we have a process to suspend the service to allow time to make the payment without fully disconnecting the service. The billing process is automated and the account got inactivated in the system for non payment. The service is under a term commitment of one year. As per the policy,if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. The charge of $91.13 was the monthly invoice charge. The consumer initiated a chargeback and disputed the charge of $306.13 with the bank. This chargeback was closed by the bank in favor of EarthLink.Despite the policy, as a courtesy, we are refuding the Early Termination fee of $200 along with the tax in the total amount of $215.00. The refund will reflect in the credit card statement in up to three days. The current status of the account is inactive as of 12/18/2024. There are two types of modems that AT&T would like to be returned. BGW210 and BGW320. The only locations that will accept these modems are ************ Print and Ship and The *** Store. The consumer can drop it at the nearest store to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T. The confirmation number for this response is 203667849.
  
  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: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business regarding complaint ID ******** and find the resolution satisfactory. However, a full refund would have been greatly appreciated and would have demonstrated a higher standard of customer service.
  
  Sincerely,
  Zhea *******
  
  

• Initial Complaint

  Date:01/02/2025

  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.

  canceled service after two months for bad service. charged me a early termination fee of $********* understanding was there was no contract. did not sign a contract. internet web said no contract. i was trying to get a better internet service. i switched from ***** Service was as bad so i canceled.

  

  Business Response

  Date: 01/07/2025

  Date: - 1-07-2025
  ******* ******* BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that due to bad service he had canceled the EarthLink services after two months.  The consumer states that after canceling the account he was charged an Early Termination Fee of $214.60. The consumer states that he was not aware of the contract as he claimed that he did not sign up for a contract.  The consumer states that he was trying to get a better service, so had switched from AT&T to EarthLink.  The consumer in the final resolution would like to EarthLink to refund the Early Termination Fee.
  
  We sincerely apologize for the inconvenience caused to the consumer. On reviewing the consumers account, we see that the service was signed up for high-speed HyperLink internet service. The ***************** comes with a term commitment of one year. As per the policy,if the account gets cancelled or inactivated within the first year of service,the consumer is liable to pay an Early Termination Fee of up to $200. On reviewing our records, the consumers account was inactivated as per the consumers request placed on December 30. 2024, despite of the account still being under a one-year commitment. Therefore, the consumer was billed $214.60 with taxes for breaking the commitment, so the amount billed to the consumer is a legitimate bill.  
  
  Furthermore, 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.  There could be a possibility of misunderstanding that may have happened at the point of sale. We have accordingly escalated the issue to the sales team and appropriate action will be taken.  However, in order to bring this matter to close in exception to the standard policy we are refunding the Early Termination Fee of $214.16. Please allow up to 3 business days for this refund transaction to complete.  The confirmation number for this response is 203659799.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:12/31/2024

  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 missed my payment by a few days so my account was closed. I have made a payment and paid to have my service reactivated but no one will answer the phone nor will they answer the chat option. My service is still disconnected with no way to have it turned back on since no one is answering any communication options with the company.

  

  Business Response

  Date: 01/08/2025

  01/08/2025
  **** ******-BBB # ******** 
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she missed the payments by a few days so the account was closed.  It is stated that she made the payment to have the service reactivated but no one answered the phone or the chat option.  It is further stated that the service is disconnected with no way to turn it back on.  The consumer has disputed the charge of $308.69.  
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access.  We are sorry to know that the consumer experienced difficulties while trying to contact our customer service division.  As per the records the charge of $73.68 for the invoice dated 12/13/2024 was rejected for the reason previous reject.  This was a system rejection as EarthLink does not continue to bill invalid credit card information.  As per the policy, If you provided EarthLink with a valid credit or debit card, you agree to maintain valid and current credit or debit card information with EarthLink at all times. When the account goes inactive for non-payment on the due date we have a process to suspend the service to allow time to make the payment without fully disconnecting the service.  The account is under a term committment and if the account is inactive within the term period, the consumer is liable to pay an Early Termination Fee.  The consumer paid $308.68 on 12/31/2024.  This includes the past due charge of $73.68, Early Termination Fee of $210.00 with tax and reactivation fee of $25.00.  In an effort to resolve this issue we are making an exception to the standard policy.  A refund in the amount of $235.00 has been processed.  The refund will reflect in the credit card statement in up to three days.  The current status of the account is inactive and there will be no further billing.  We would like to inform our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. The confirmation number for this response is 203660702.
  
  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:
  *************************************