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

  
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  One Communications

  5727 old Boonville hwy Evansville, IN 47715

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  ITC Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

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  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

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  Deltacom Long Distance Service

  245 W Airport Blvd Ste A Pensacola, FL 32505-2254

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:12/31/2024

  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 signed up with Earthlink 10 month ago and had had problem the whole 10 months. I've called about the slow speeds when I pay for 1 gig. I found they have me under a business account, I'm not a **********************. They sent a technician out yesterday named ****** and he found the the initial installation was not done properly and that the OUTSIDE wires were faulty. He had to replace the lines and said my download and upload speeds was only 25 over 140 which is nowhere near what I'm paying for. I called them upset and told them they need to credit me. They stated the technician works for ATT and they've been giving me what I'm paying for. Their 3rd party vendor is not my issue is not a player in this issue, the issue is I never got what I was paying for. He had to replace my wires because internet was not getting to my house and I work from home. I expected this issue be handled correctly and 10 months worth of partial credit which is fair. They lied and stated they did an investigation so I called the technician back and they did not pull ANY REPORT FROM HIM as he had not finished for the day yet. It seems she just waited an hour to call me back. I'm disgusted because the agent had an attitude when I told them the situation. It seems they are trained that way and trained to not give a supervisor when asked. I have asked for a supervisor numerous times with no avail. I'm tired. This needs to be fixed asap!

  

  Business Response

  Date: 01/07/2025

  Date: - 1-07-2025
  ******* ***** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint, the consumer states that she had slow speed issue since last 10 months.  The consumer states that there was a technician sent to her place.  The consumer states that the technician informed her that due to faulty wires she was having slow speed issue.  The consumer has therefore requested a credit for all those months. The consumer has mentioned his dissatisfaction with EarthLink as he was refused to speak to a supervisor. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the negative interaction that the consumer had with us. 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.
  
  We are sorry to know that the consumer was facing a slow connectivity issue.  On reviewing the account, we see that the consumer was offered a high-speed HyperLink internet access.  As per EarthLink policy EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. The Service speed may vary depending on location,line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .   Such factors may be the type of connection between a consumers Internet connected device and modem, the number and types of devices being used, and simultaneous usage by multiple users. Consequently, EarthLink does not guarantee the performance of the services on an end-to-end basis.  We do see that in the past the consumer was offered credits.  The consumers billing cycle is the 9th of each month and paying $106.10 a month. As per our records the consumer was offered $30 credit in the month of February,then in the March month the complete bill was waived. In the month of May we offered $65.10 credit, then $45 in June and July $15.  In total we offered a total credit of around $300 in the past.  However, as a courtesy we are placing a recurring credit of $15 for the next 6 months. The recurring credit for $15 would be levied on the bills which will get generated between January 9th, 2025, to June 9th, 2025.  Regular billing will resume from July 9th, 2025, for $106.10 a month.  The confirmation number for this response is 203660056.
  

   

  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:12/28/2024

  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 spoke with a service representative on the phone about getting internet service for my home address. I was told it was billed up front and that the cellular service would be unlimited. They told me the first 300 gigs of data usage would be at their maximum speed. After that, the download speed would be reduced. I confirmed many times with the service representative that the plan I was starting was unlimited. There was no mention of any other constraints to service. I started service on 12-6-24. On 12-12-24, I came home to find that we had no internet service. I called Earthlink and was told my service had been discontinued because of high usage. I was told we had used about 250 gigs of data up to the time our service was terminated. This is less than the 300 Gigs of usage at the high speed rate. I asked for a refund since I was told multiple times this was unlimited data usage. A refund was denied. I later saw I received an email in the morning of December 12th stating my service would be discontinued.Besides the fact that this is outright fraud, we had no notice of this termination. As such, we were without internet for a week until we could get our old service restored. I would like a refund, an apology, and the company to be truthful with future customers about their service.

  

  Business Response

  Date: 01/08/2025

  01/08/2025
  **** Grape-BBB # ********
  Acct # ******** and ********
  Acct status: Both Inactive
  
  The consumer states that he spoke with the representative about getting internet service at his home address.  It is stated that he was told that it was billed up front and the service would be unlimited.  It is mentioned that he was told the first 300 GB data would be at the max speed and after that the speed would be reduced.  The consumer states that he started the service on 12/06/2024 and on 12/12/2024 he had no service.  When he contacted EarthLink he was told that the service was disconnected due to high usage.  It is further stated that he asked for a refund as he was told multiple times that the service was unlimited but it was denied.  The consumer is seeking a refund, an apology and to be truthful with future customers.
  
  We are sorry for any miscommunication that may have happened at the point of sale and any inconvenience caused. On reviewing the account we see that the service was signed up for Wireless Home Internet.  The initial payment of $79.95 at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house.  We are sorry to know that the consumer decided to cancel the account as it did not align with the expectations of unlimited data.  The consumer gets unlimited speed up to 300 GB. If the consumer hits 300 GB, the speed will throttle but the consumers can continue to use the service with unlimited data till the next bill cycle date.   Both the accounts are inactive and the devices have been returned.  As per the records the consumer has exhausted all the data.  There is no unused data to provide a refund. Based on the situation we are providing a refund of $84.35 for both the accounts.  The total refund is 168.70.  The refund will reflect in the credit card statement in up to three days.  The feedback is appreciated and we will take this opportunity to improve our staff and services.   Well also pass along the feedback as a training opportunity for our team to better assist in the future.  The confirmation number for this response is 593576896810.
  
  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:
  *************************************
  
  

• Initial Complaint

  Date:12/27/2024

  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 uses **** for their network server, well about a month ago they (****) has been removing all copper wires and replacing them with fiber optic. **** replaced my network and my internet service. Therefore I don't have Earthlink but the day **** came through my neighborhood, I called Earthlink about the change over but interesting that their customers service center is in ************ and none of their people understood the issue. They ignored everything to this day except me to pay for a service I haven't had in over a month.

  

  Business Response

  Date: 01/07/2025

  01/07/2025
  ****** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that EarthLink uses AT&T for their network and about a month ago AT&T has been removing the copper wires and replacing them with fiber optic. It is stated that AT&T replaced his network and internet service and therefore does not have EarthLink. It is further stated that he called EarthLink about the change but the service center did not understand the issue. The consumer states that he is expected to pay for the service that he does not have for over a month.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. The infrastructure is provided by AT&T but billing and technical support is provided by EarthLink. Changing of copper wires and replacing it with fiber optic does not cancel the account with **********************. The account was active and therefore billed. The billing process is automated and subscription based. EarthLink does not track usage and there is no way of knowing that the service was not used. The consumer needs to contact EarthLink to make changes to the account. The charge of $59.70 invoiced on 11/18/2024 was rejected and the account was inactivated for non payment. The account has an outstanding balance of $59.70. As a courtesy we are waiving the charge of $59.70. The account is inactive as of 11/29/2024. The confirmation number for this response is 203659120.
  
  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: 01/07/2025

   
  Complaint: 22738490
  
  I am rejecting this response because:

  I did call Earthlink several times related the cancelation but the call was transferred to their service phone center in ************ and none of their people understand what I was saying. SO, I reject their comment because if they search their phone logs they would see i did call. SO THEREFORE I DID WHAT WAS REQUIRED TO CANCEL MY SUBSCRIPTION BUT THEIR customer service had no understanding of what was being stated so therefore I don't care what earthlink says they can basically stuff it where the sun don't shine. I  have phone records as proof. If we go to court they will loose and I countersue for millions for the fact of inadequate customer service especially since it's in ************ where the people do not speak American English. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/07/2025

  01/07/2025
  ****** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he is rejecting the offer because he called EarthLink and was transferred to a phone service center in ************ and none of them understood what he was saying. It is stated that he did what was required to cancel the subscription but the customer service had no understanding of what was being said.
  
  In the previous response it was stated that changing of copper wires and replacing it with fiber optic does not cancel the account with **********************. The consumer needs to contact us to make changes to the account. The charge of $59.70 invoiced on 11/18/2024 was rejected and the account was inactivated for non payment. The balance of $59.70 has been waived and the account is inactive as of 11/29/2024. We apologize for any confusion or misunderstanding related to the account cancellation. The feedback is appreciated and we will take this opportunity to improve our staff and services. Well also pass along the feedback as a training opportunity for our team to better assist in the future. The confirmation number for this response is 203660255.
  
  Please accept our apologies.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:12/19/2024

  Type:Order 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 filing a complaint against EarthLink internet company for several reasons. First , When signing up for this companys internet I was told fiber optic high speed internet was being installed at my home. However, They never installed fiber optic internet at my home and I have been paying this company monthly for fiber optic. The internet they have been providing me with is extremely slow, in fact slower than my previous internet provider that I was paying much less a month for. Second, when the EarthLink technician came to my home to install this fiber optic internet , they sprayed red paint on the ground infront of my home (they said they needed to dig into the ground) however they never did any digging and almost 4 months later the red paint still cant be removed in-front of my home leaving us now to hire a power wash cleaning company to get up the red spray paint. Third, also upon signing up for EarthLink internet I was told I would receive a $200 **** prepaid gift card as a promotion, no gift card was ever sent to me and I have called EarthLink 7 times now about this, and every time I am told I will receive it soon. 4 months later and still no gift card. Now currently I am trying to cancel the services with this company because of their non-performance and breach of contract , they want to charge me a $200 cancellation fee! That is absurd considering they never provided me with the internet service I requested and have been paying for monthly, I have to also hire a power wash company to clean the red spray paint off my property from the EarthLink technician they sent to my home , and lastly, EarthLink never fallowed through with sending me the promotional gift card of $200 as promised! I am asking the BBB to kindly step in and help me in this unnerving situation. Thank you, ****** *******

  

  Business Response

  Date: 12/20/2024

  Date: - 12-20-2024
  ****** ******* BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  
  In the complaint, the consumer states that the internet service that she has signed up with EarthLink is not a Fiber Optic service.  The consumer complaint about slow internet service.    The consumer states that she had to hire a power wash company to clean the red spray paint off her property which the installer had spray at the time of installation.  The consumer complaint about not receiving a Gift card that was promised at the time of signup.  The consumer states that she would now like to cancel the service due to low performance. The consumer states that however she was told that 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 all the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer was offered 300 Mbps 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 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 if there is still an issue, 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 to our concerned team. We received a reply stating that as per their record, an email with a gift card link was sent to the consumer on December 16, 2024, and it shows it was delivered.  We would therefore advise the consumer to check their spam folder, or she could also check other devices if she has setup her mailbox on more than one device.   In case if the consumer still claims to have not received the Gift card link, she could contact me on my below contact email address or could contact the concerned department directly 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, we would like to inform the consumer, 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 can reach our customer support directly on ************** or have a live chat on *********************************************. The confirmation number for this response is 203618591.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:12/11/2024

  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.

  I was offered a $25 credit to my future payments IF I reactivated my account with **********************. I reactivated the account, and when I called back asking for the future $25 credit to be applied, they stated that the person who offered the $25 credit was not able to honor the credit. I asked to speak with a Supervisor/Manager (4th request in the past two weeks), and they continue to state that a Manager is never present, therefore unable to speak with me.

  

  Business Response

  Date: 12/12/2024

  12/12/2024
  ***** ******* -BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that he was offered a credit of $25 on future payments if he reactivated the account with **********************. It is stated that he reactivated the account and called back for $25 credit to be applied. It is stated that he was informed that the credit could not be honored.
  
  On reviewing the account we see that the service is 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 offered a one time discount of $25. The consumer asked for $43 credit on next invoices for two-three months bills but he was told that it could not be honored. As customer appreciation a refund of $25 has been processed. The refund will reflect in the credit card statement in up to three days. The current status of the account is active. The confirmation number for this response is SDP 631430.
  
  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: 12/12/2024

   
  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:12/10/2024

  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.

  I signed up with earthlink as they advertised Fibre connection. I work from home and am on Zoom calls all day. I kept getting dropped. Earthlink tech support determined the upload speed they offered 8mbps was not fast enough. I had no other choice but to get a new provider. Earthlink wants to charge me $200 for cancelation fee.

  

  Business Response

  Date: 12/11/2024

  12/11/2024
  ****** ********-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he signed up with EarthLink as they advertised Fiber connection. It is stated that he works from home on zoom calls all day and keeps getting dropped. It is further stated that the EarthLink tech support determined the upload speed of 8 MBPS was not fast enough. The consumer states that he had no choice but to get another provider. The consumer is disputing $200 cancellation fee.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. We would like to inform 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. We are sorry to know that the consumer decided to cancel the service due to speed issue. The account is inactive as of 12/10/2024. 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. As designed by the system upon inactivation, the consumer was charged $200 as Early Termination Fee. Based on the situation we are refunding the Early Termination Fee of $200 along with tax in the total amount of $216.50. The refund will reflect in the credit card statement in up to 3 days. The confirmation number for this response is 203595252.
  
  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:12/10/2024

  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.

  After several months of slow speeds and low data caps, my neighborhood is finally applicable for Fiber internet from a more well known company. As Im attempting to have my internet changed from EarthLink to my new provider, its now being alleged by EarthLink that I have a yearly contract. Section 10.1 of the term of service state an annual fee will occur if I have a term contract service. The customer service team and myself were unable to find any record of a term contract, and I was told its more of a verbal contract. By the end of the calls I was told the only method of verifying a binding agreement would be for a manager to review the phone call recording, of which I would not be allowed to listen to. If it were the case this was never relayed to me and the manager claiming to review the call recording simply didnt or was less than honest, what kind of recourse is expected? I pay $75 monthly for 30mbps. If Im expected to pay an early termination fee, I expect the details of my account to be plainly available, not based on the hope that EarthLink representatives never make mistakes or are dishonest. This is not a criticism of EarthLink employees, this is a formal request for evidence that my account applies to the terms of service detailed in section 10.1. Im not requesting any refund for the subpar internet service, as I knew I would have to deal with it until better options were available in my area. I only ask not to be subject to the term fees, when theres been zero indication of the proposed 12 month annual plan of which Im being told is the reason I need to pay an early termination fee. Most especially because it is the case that Im currently offering EarthLink to provide evidence of such an agreement I made, and am essentially being told trust us it happened. I will immediately disconnect the modem, and no longer be using any EarthLink services.

  

  Business Response

  Date: 12/11/2024

  Date: - 12-11-2024
  **** ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that after several months of slow speed and low data cap, finally Fiber internet is available from a well know company.  The consumer states that he is attempting to switch his services to this other provider.  The consumer states that he was informed that there would be an Early Termination fee as his current service is under a contract.  The consumer states that he has not accepted or was informed about a contract. The consumer states that at the time of signup he was not informed about the contract on call.  The consumer has placed a formal request for evidence that his account applies to the terms of services.  The consumer in the final resolution would like EarthLink to disconnect his services without an Early Termination Fee.
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer had signed up for HyperLink internet access. The ***************** comes with a one-year contract with an Early Termination fee up to $200.   The EarthLink policy states, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our ********* customers. When the customers connect to the ******************** for the first time, the terms and condition are accepted by the customers to access the ********************. After the signup a welcome email is also sent to the consumers contact email address which mentions the terms of contract for this service. We apologize in case for some unforeseen reasons the consumer did not receive the email containing the terms and condition of the service.  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.
  
  We would like to inform the consumer that since the ***************** comes with a contract and the consumer wishes to cancel the service within the contract.  The consumer would be liable to pay the Early Termination Fee.  However, in order to bring this matter to a close, based on the situation and in exception to the standard policy we have decided to waive or refund this amount.  We would like to inform the consumer that in order to waive the Early Termination Fee, the account needs to be first inactivated immediately.  Since the consumer wises to take care of the Early Termination Fee, we have inactivated the account as of today. It takes 7 to 10 days for the line to be released from the date of inactivation of the account.   Incase if the consumer gets charged for the Early Termination fee, then we will refund the amount of $162.89 or if it is showing as an outstanding balance, we will waive it. For the refund transaction to complete it might take 3 to 5 business days from the time the amount is posted to EarthLinks account.  The confirmation number for this response is *********. We would advise the consumer to not dispute any charges, otherwise the refund would be stopped.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  ********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22669086
  
  I did in fact receive the welcome email, of which there is zero mention of my account having a term contract. I reviewed all the record on my account both online and in the app, yet there is zero mention of my account having a term contract. I did agree to the Earthlink user agreement, which states only 'if' you have a term contract will you be obligated to pay early termination fee. When I called the customer service line again it was re-iterated to me by three different representatives, two of which were managers, that there is absolutely no record of any term contract for my account. I'm glad you'll be refunding the early termination fee within three business days, but these business practices are malicious at best, if not blatantly dishonest. No further action required. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/12/2024

  Date: - 12-12-2024
  **** ****** BBB Rebuttal #********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that the welcome email did not mention about the contract.  The consumer states that he reviewed all the records on his account both online and in the app, yet there is zero mention of his account having a term contract. The consumer states that he did agree to the Earthlink user agreement,which states only 'if' he has a term contract he will be obligated to pay early termination fee. The consumer has mentioned his dissatisfaction in regard to it and stated that no further action is required as the Early Termination fee is being refunded.
  
  We would like to thank the consumer for their feedback and appreciate the opportunity to review the details.  Thus, helping us to improve our 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 our services. We would like to inform the consumer that the refund from our side has been processed for $162.89.  Please allow up to 3 business days for this refund transaction to complete. The confirmation number for this response is 203595267.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:12/10/2024

  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 acquired internet service from Earthlink in April of 2024, there was no discussion of a contract. And I do not see anything in my emails from them about a contract. I did attach screen shot of their terms of agreement but the full terms are here: **************************************************************************** My lease it up at the end of this year so I called to have my service moved to my new address in the same state; *****, they do not offer the same fiber optic service at my new address, so I needed to cancel the service. I am then told about a $150 termination fee. I requested to see this fee in writing and was told there is no policy in writing, I said than what determines the amount. She said it could change so they don't put in in writing and she guided me to the page that shows the internet service agreement. This does not show how they determine the cost of the cancellation and whether I was in a one year contract? They do not state that they offer contracts and if they do what the duration is. It's just $150 and that's it. I have to accept that because the representative said so. The area I am moving to is not serviced by Earthlink, how is that my penalty? I was also told I did not have to return the equipment that it is mine to keep or do what I want with it. I find that hard to believe and I would rather return it somewhere rather than it being wasteful. And their terms of agreement state charges for NOT returning the equipment. I need clarification on this. My cancellation confirmation is *********, to which I was told I will owe $150 for early termination when they do not service my new address and also that I do not need to return any equipment. I would like to not be charge the $150 and get in writing that I own the equipment or they can come and pick it up as they do not have retail locations. Their terms state costs of NOT returning equipment.

  

  Business Response

  Date: 12/11/2024

  Date: - 12-11-2024
  ******* ****** BBB # ********
  EarthLink Acct # ********
  Acct status: closing as of December 31, 2024
  
  
  In the complaint, the consumer states that she signed up with EarthLink in April 2024.  The consumer states that she was not informed about a contract that comes with the internet service.  The consumer has mentioned the link for the EarthLink internet service agreement.  The consumer states that now she has decided to move to a new location in the same state,however EarthLink would not provide services in the new location.  The consumer states that despite of it,EarthLink is charging her an Early Termination fee of $150 for breaking the current contract.  The consumer states that she requested for a policy in writing which mentions about the Early Termination fee.  The consumer states that she does not want to be charged the non-return equipment charge.  The consumer would therefore like to know whether she needs to return the equipment, and she would like to know in writing.  The consumer in her final resolution would like EarthLink to cancel her services without an Early Termination fee as she was not informed about it.
  
  We apologize for the inconvenience caused to the consumer and we are sorry to know that due to certain technical circumstances, the ***************** could not be provided at the new location.  The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control.  According to our records, the consumers old ***************** was still under a one-year term commitment.   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 at that given location then the consumer is liable to pay the Early Termination Fee. This term commitment is applicable to all the ********* customers. When the customers connect to the ******************** for the first time, the terms and condition are accepted by the customers to access the ********************.  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. We apologize for any 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 a close, based on the situation and in exception to the standard policy we have decided to waive the Early Termination fee.  However, in order to waive the Early Termination Fee, the account needs to be inactivated immediately.  As per our records the consumer had contacted EarthLink to cancel the account and has set the account under closing date as of December 31, 2024.  In this case once the account gets inactivated the consumer would be billed for the Early Termination fee on December 31, 2024.  We would request the consumer to contact us on December 31, 2024, to waive this fee or incase if the consumer gets charged, we will refund this amount. The confirmation number for this resolution would be 203594770.
  
  Lastly, in regard to returning the modem, we would like to inform the consumer that incase if his modem is of either of these models, number BGW210 or BGW320.  The consumer could drop them at the nearest location at ***** or *** stores. For *****, the only locations that will accept these returns are called ***** Office Print and *********** and for ***, the only locations that will accept these returns are called The *** Store. In order to check the nearest location, the consumer could visit these two sites which are given below. 
  ******************************************;
  *********************************************************;
  We would like to inform the consumer that the modem does not need a return label, as ***** and *** know what to do with the modems and will return them to AT&T.  The consumer needs to note the modem serial number as this information would allow him to track the shipping of the modem.  In case the consumer does not have either of the above two modem models then these modems do not need to be returned, and the consumer could discard them. 
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.  The confirmation number for this response is 203594770.
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  *************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 12/11/2024

   
  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 would also like to note the model I have in my possession is BGW320-505 which according to EarthLinks response does not need to be returned. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/09/2024

  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.

  I paid for service and internet and thwn was told I had to pay extra when the device came a few days later for service

  

  Business Response

  Date: 12/10/2024

  12/10/2024
  ******* *******-BBB # ********
  EarthLink Acct # ******** WHI
  Acct status: Active
  
  The consumer states that she paid for the service and internet and was told to pay extra when the device came a few days later. The consumer is disputing the charge of $87.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We apologize for any misunderstanding that may have happened. 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. To start the service the consumer must pay the first month invoice. As per the records the account has an outstanding balance of $94.90. We are unable to make a billing adjustment on the account with an outstanding balance. EarthLink will consider a credit or refund once the outstanding balance is paid. The consumer can contact EarthLink at ************** for assistance regarding this matter. The confirmation number for this response is SDP 631114.
  
  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: 12/10/2024

  I am not satisfied I was told that it was one fee not two fees i want a full refund o don't have internet I want my refund back asap O am disabled vet with cancer, 

  

  Business Response

  Date: 12/12/2024

  12/12/2024
  ******* *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In additional comments the consumer states that she was told it will be one fee and not two. The consumer states that she wants full refund and dont have internet. It is also mentioned that she is a disabled vet.
  
  In the previous response it was stated that the service was signed up for Wireless Home Internet. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers ******** start the service the consumer must pay the first month invoice. We were not able to make billing adjustments due to the outstanding balance on the account. The consumer was told to clear the outstanding balance so that we can consider a credit or a refund. Based on the situation the account is inactivated as of 12/12/2024. A return label has been sent to get back the device. 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 $200. The consumer can contact us on ************** to mark the return process as complete and the charge of $79.95 will be refunded. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is SDP 631283.
  
  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:12/09/2024

  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.

  Ive had NO service from day one! Ive tried to get in touch with them, and phone hangs up every time! There still charging me for two months now!

  

  Business Response

  Date: 12/10/2024

  Date: - 12-10-2024
  ******* ***** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that she did not have services from day one. The consumer has mentioned her difficulties reaching EarthLink in regard to resolving her tech issue. The consumer states despite of it she has been charged for the services for the past two months.  The consumer seeking a response from EarthLink in this regard.
  
  
  We apologize for the inconvenience caused to the consumer.  On viewing our records, we do see that the consumer had signed up for Wireless Home Internet service for an internet plan of 100 ******* a month. The consumer had paid us $79.95 initially at the time of signup. This payment is for the processing and handling fee.  As per EarthLink Wireless Home Internet policy, the processing & handling fee is non-refundable.  We would like to inform the consumer that a non-refundable Processing & Handling Fee is charged at the point of sale, so therefore this amount is not refundable.  Later the consumer received the router and got her services activated.  After the service was activated, the consumer got the monthly internet data charged.
  
  Upon receiving this complaint about connection issue, we escalated it to the concerned department.  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.  As per EarthLink policy, EarthLink makes no guarantee as to the continuous availability of the Service or any specific feature(s) of the Service.   The internet connection may vary depending on location,line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink.  We are sorry to know that the consumer did not get the desired connection. As per our concerned department there was 210 ******* used up for last month. The concerned team has decided to inactivate the consumers account as there would be internet issues at the consumers location.  In order to bring this matter to a close, we have inactivated the account today and also placed a refund for $105.95. This is the amount that the consumer had paid to EarthLink for the internet data for two months. Please allow up to 3 business days for this refund transaction to complete. We have emailed a return label to the consumers contact email address.  We would like to inform the consumer that she will have 30 days to return the router. If fail to do so, the consumer will be billed a Non-Return Hardware fee of $400. Incase if the consumer still has any queries in regard to billing, they could reach our Wireless Home Internet department at ************* between 9 am to 7 Pm.Eastern, 7 days a week.  confirmation for this response is SDP # ******.
  
  
  
  Respectfully
  Roiden
  EarthLink ******************************************************************************************************************************************************************************************************* Agreement:
  ***************************************