Complaints

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

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• 

  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

• 

  One Communication

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

• 

  Deltacom Communications, Inc.

  2829 Lakeland Dr., Ste 1110 Jackson, MS 39208

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:12/08/2024

  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 signed up for earth links Internet service before sending a payment. They guaranteed me a minimum of 25 MB per second up to 100 MB per second so I paid $279 for the first month of Internet service and the connection fee I was only getting .67 MB per second For the first 30 days. I called and complained that I could not do any work on the Internet because it was too slow, they commented back and said that theres damage lines and they will be fixed anytime now. Please hang in there and do not cancel so I remain with them After the second month. I called back and said Im still only getting .67 ***** per second and they have no tickets to make any repairs and werent gonna make any repairs so I canceled the cancellation date was the date that I would be renewing for the next month of $97 for the hundred bites per second that they dont even give me Earthling on the phone agreed that I owed no money and to please send back the equipment and they sent me a self addressed stand envelope. Meanwhile, for the next three weeks every single day they were attempting to take out $97 out of my account after Ive already canceled the service. I called them and told them that they are trying to take money out and Ive canceled. They said we are sorry. We will take you off the automatic payment service today. They called me and told me I owe another $97 because I waited until the day that it was going to renew which is totally wrong. The last employee I spoke with told me I owe nothing but now they wanna tell me I owe money again. This company does nothing but steal money from people. They guaranteed me service of 25 MB per second minimum and cannot even come close to that but yet wanna charge me For high-speed Internet, which they cannot provide. The sales **** do nothing but lie and get your credit card number so they can start billing you and then dont care whether youre getting the megabytes per second promise or not. This is fraud. Its also theft by deception.

  

  Business Response

  Date: 12/09/2024

  Date: - 12-9-2024
  **** ****** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that while signing up with EarthLink he was assured that he will get a speed of 25 Mbps to 100 Mbps.  The consumer states that after making the payment and using the service, he found out that he was only getting a speed of .67 Mbps.  The consumer states he contacted EarthLink in regard to it and was informed that it was due to damaged line. The consumer states that he was informed that the line would be repaired, so the consumer kept the service for the month.  However later the service did not improve, and the customer canceled the service. The consumer states that he was sent a return label to send the equipment back. The consumer states that he was billed for the service despite of the service not working up to the **** that was promised to him.  The consumer in the final resolution would like EarthLink to not to charge his card the last bill as the services did not work as per the speed promised.
  
  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 vendor sales team and appropriate action will be taken.   On viewing our records, we do see that the consumer had signed up for Wireless Home Internet service for an internet plan of 300 ******* 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.  In regard to speed issue, we do see that the consumer had used up around 16 GB data for the month.  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 Service speed 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 and got his services canceled.  It could be possible that consumer could be using the internet at peak hours, so the speed might have deteriorated at that period. 
  
  In regard to consumers billing issue, the consumers billing cycle was the 29th of each month and the consumer had called up on the next day to get his services canceled.  The consumers account was canceled as of November 30, 2024.  However, on the previous day November 29, 2024, the bill was generated, so therefore the consumer was billed $95.95.  This is the bill which is due on the consumers account. In order to bring this matter to a close, we have decided to waive this outstanding balance of $95.95.  Incase if consumer claims that last bill was charged or the bill was not waived then the consumer could contact us, and we will accordingly refund/waive the amount. We would advise the consumer to contact us at ************** between 9:00 a.m. to 10:00 p.m. Eastern, 7 days a week. Lastly, we would request the consumer not to dispute the previous charges paid to us, as there would be issues in refunding or waiving the last bill amount.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.  The confirmation number for this response is SDP 630907. 
  
  
  
  Respectfully
  Roiden
  EarthLink ********************************************************************************************************************************************************************************************************************************** Agreement:
  *************************************

• Initial Complaint

  Date:12/07/2024

  Type:Product 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.

  Cancelled account because services not working. was not aware had to set up equipment at property. which is not available. and cannot even use the services or would have never got if they explained that was the procedure during purchase. cancelled account as of 12/7 and asked for a refund as could not use the services as they did not inform correctly during purchase and they stated i had outstanding balance and dont see why as december **** started 12/7. requesting full refund of Paid 11/8 - $55.80 and Paid 11/5 - $79.95. and no further charges and nothing outstanding. equipment mailed back today.unopened and not even used.

  

  Business Response

  Date: 12/09/2024

  12/09/2024
  ******** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she cancelled the service because it was not working and she was not aware that she had to set up the equipment. The consumer states that she cancelled the account as of 12/07/2024 and asked for a refund. It is stated that the equipment has been mailed back unopened and not used. The consumer is seeking a refund with no further charge.
  
  We apologize for any misinformation that may have happened at the point of sale. On reviewing the account we see that the service was signed up for Wireless Home Internet. We are sorry to know that the consumer decided to cancel the service. As requested the account is inactive as of 12/07/2024. Based on the situation a refund in the amount of $191.87 has been processed. The refund will reflect in the credit card statement in up to three days. The equipment has already been sent back. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our staff and services. The confirmation number for this response is SDP ******.
  
  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: 12/12/2024

   
  Complaint: 22654161
  
  I am rejecting this response because: per their agreement to refund all the funds, there is still a remaining $56.12 that was not refunded. Please issue refund for the $56.12. Thank you. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/13/2024

  12/13/2024
  ******** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she is rejecting the response because there is a remaining balance of $56.12 that was not refunded. The consumer is seeking a refund of $56.12.
  
  In the previous response it was mentioned that the consumer requested to cancel the account as she was not aware that she had to set up the equipment and was not able to use the service. The account is inactive as of 12/07/2024. The consumer was provided a refund of $191.87. An additional refund of the remaining charge of $56.12 is processed. The refund will reflect in the credit card statement in up to three days. We would like to assure all the consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 631592.
  
  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:
  *************************************

  Customer Answer

  Date: 12/16/2024

   
  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:12/06/2024

  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.

  We have had earthlink for 20+ years. We no longer use the email @************************** and we have tried canceling for MONTHS. The charge used to be 5.95 now it's ***** and we aren't using any of their services. We did not change our password, yet it's changed. We did not change the phone # associated with the account, yet they can't find it. So basically we've been unable to cancel due to them being unable to "verify" our account. But we have the email address we are no longer using and the bank account information they are charging. That should be sufficient for them to "verify" and cancel. This is a racket and they are manipulating long time users with their deceptive practices with not being able to cancel.

  

  Business Response

  Date: 12/10/2024

  Date: - 12-10-2024
  ********* ********* BBB # ******** 
  EarthLink Acct # *******
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that they have been with EarthLink for more than 20 years. The consumer has mentioned their difficulties getting their email service canceled as they were unable to verify the account.  The consumer in the final resolution would like EarthLink to cancel their services and requested to stop billing them. 
  
  
  We apologize for the inconvenience caused to the consumer. We want to help resolve any issues the consumer has mentioned.  However, we were not able to locate the account with the information provided in the BBB complaint.  Without EarthLink account information, it is impossible to determine which account in our database is the correct one.  We accordingly had sent an email to the consumer requesting for EarthLink account detail. We also did contact the consumer via phone and spoke to the consumers husband. We were able to finally pull an account with the complete EarthLink email address given by the consumer on phone. However, while trying to verify the account the owner of the account was unreachable via phone.  We would like to educate the consumer that in order to protect our EarthLink customers account,verifying the account with proper verification process is mandatory.  This ensures that no fraudulent activity is performed on our EarthLink customers account. We do understand the customers frustration while they were trying to get their account verified.   ******* times it does happen that a customer might not be able to complete the verification process due to account not being updated with proper information like the contact phone number or email address could be an old one.  Also, the card on file might not have been updated with the new bank account number. In this case we would advise our customers to check their old bank statement to find the old credit card or bank account number or may check other email addresses which they might have given in the past as a contact email address.
  
  In order to resolve the consumers issue,we tried multiple times to reach the owner of the account via phone. Finally,the consumer reached us via her contact email address.  We were able to get the account verified.  We have accordingly inactivated the account as per the consumers request. The account is set for closing as of end of billing cycle that is December 13, 2024. We would like to inform the consumer that once the account gets inactivated,she will not be able to access her mailboxes. The sender who will send her an email will get a message that this mailbox does not exist. So, while her mailbox is still active, we would advise her to please let her contacts know about it and also her financial institutions.
  
  In regard to disputing the bills,we would like to inform the consumer that as per EarthLink policy the consumer has 30 days to dispute any charges.  In order to bring this matter to a close and keeping in mind the 30 days EarthLink dispute policy of any charges. We are refunding $13.95 which is the last bill that was charged to the account on November 15, 2024.  Please allow up to 3 weeks for this refund transaction to complete. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.  The account is inactive and there would be no further billing on the account. The confirmation number for this response is 203589786.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 12/10/2024

   
  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:12/02/2024

  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.

  received box for internet it was a self install services never did work asked for all my money back and Eartlink refused

  

  Business Response

  Date: 12/03/2024

  Date: - 12-3-2024
  ***** ******* BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that she signed up with EarthLink for internet service The consumer states that she hooked up the internet box as it was a self-service setup, but it did not work.  The consumer states that however she was declined a full refund from EarthLink.   The consumer would therefore like EarthLink to look into her matter and accordingly provide her a full refund.
  
  On reviewing the account, we see that the service was set up for Wireless Home Internet service. The Wireless Home Internet service works wirelessly and is connected to one of the cell towers at the consumers location. It requires a clear view to have a better internet connection as it works like cell phone technology.  As per EarthLink policy, EarthLink makes no guarantee as to the continuous availability of the Service or any specific feature(s) of the Service.   We are sorry to know that the consumer did not get the desired connection.  We would also like to inform the consumer that as per EarthLink Wireless Home Internet policy, the processing & handling fee of $79.95 is not 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.
  
  However, as an exception and looking at the situation of the internet connection, we have decided to provide a full refund of the bills that the consumer paid to us. The total refund the consumer would receive is $135.90 which also includes the process and handling fee.  Please allow up to 3 business days for this refund transaction to complete. The confirmation for this response is SDP # ******.
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:11/29/2024

  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 spoke with multiple employees and was promised by each one that I would have a minimum of 25 mbps download and 25 mbps upload speeds on their unlimited plan. Not only did I never get higher than 4 mbps, but in less than a week I was kicked down to standard speeds bc I was out of my unlimited high speed. I was promised a supervisor would call me back that day its almost 2 months later and I havent received a single call back to explain to me why I was charged almost $200 for absolutely nothing!

  

  Business Response

  Date: 12/02/2024

  12/02/2024
  ***** *******-BBB # ********
  EarthLink Acct # ******** WHI
  Acct status: Inactive
  
  The consumer states that she was promised a minimum of 25 MBPS speed on unlimited plan but she never got higher than 4 MBPS speed. It is stated that a call back from Supervisor was promised but it is two months and has not received a single call. The consumer states that she has not received any call to explain why she was charged $200 for nothing. The consumer is seeking a refund.
  
  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. This is a non-refundable fee. To start the service the consumer must pay the first month bill. We are sorry to know that the consumer decided to cancel the account as it did not align with the speed expectations. The account is inactive as of 10/19/2024. As per the records the consumer has exhausted all the data. There is no unused data to provide a refund. The consumer has sent back the device. As customer appreciation we are refunding the processing and handling fee of $79.95. It may take up to 2-3 business days for the refund to reflect in the credit card statement depending on the financial institution. The device has been returned. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback positively to help improve our staff and services. The confirmation number for this response is SDP 629867.
  
  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:11/29/2024

  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 saw a fraudulent ad on ******** that EarthLink now has fiber optic so I called them and they said they do have it and it was only going to be $40 free insulation and **** installed it and then he told me its not fiber optics and next day they stole $80 out of my savings account I called them and they refused to close the account or give me money back even the bank called them then they called me and said they were keeping the $40 and refund the $80 and no early fee termination and now they are keeping the money and charging me a termination fee! This is fraud

  

  Business Response

  Date: 12/02/2024

  Date: - 12-2-2024
  ******* ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that she saw a fraudulent ad on ******** stating that Earthlink now has fiber optic.  The consumer states that she was informed that the installation would be free. The consumer states that AT&T installed the service and after installation she claimed to have been charged $80 for the internet service. The consumer states that there was no Early Termination fee mentioned to her and now she is being informed that there would be Early Termination fee if the service canceled.  The consumer has therefore mentioned her dissatisfaction in regard to being provided wrong information about the product sold to her.  The consumer states that she was refunded the entire charges except the installation fee of $39.95.  The consumer in her final resolution would therefore like EarthLink to provide her the $39.95 installation fee as she was misinformed about the product.
  
  
  We apologize to the consumer for the miscommunication that had happened between her and the AT&T representative.  We would like to inform the consumer that AT&T is one of our vendors through whom we use their lines to provide internet service.  The reason for appointing the installer from AT&T is that they are well verse with the lines which are laid out in the consumers area. We do not want to lay out extra lines thus eliminating excess wires hanging around at every location.  So therefore,EarthLink has tied up with the phone companies who have laid out their lines in that particular area.  We would like to inform the consumer that once the installation is completed, the billing part and the internet service are provided by EarthLink along with the technical support. Even the contract, which is bounded, is between the consumer and EarthLink and not AT&T. Furthermore, in regards the complaint about this service not being fiber. 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 18 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.  
  
  
  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 and which is not a new concept as it was applicable from the time ***************** was first introduced. 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. However, despite of it we waived the consumer`s Early Termination Fee of $200.  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.     
  
  
  In order to bring this matter to a close, based on the situation and in exception to the standard policy we are refunding the installation fee of $39.95.  Please allow up to 3 days for this refund transaction to complete. The current status of the account is inactive as of 11/22/2024. There will be no further billing, and it may take 7-10 days for the lines to release. The confirmation number for this response is 203568477.
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:11/27/2024

  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.

  18 days ago I started service with you, and was told I was going to have unlimited service for a month for $79. After 17 days the service had slowed to the point our devices were not loading. I made the call and were told we had to pay more money for more gigs. We insisted we wanted our money back because we feel we were lied to about it being unlimited. We were refused that. We would like the $79 we paid and a postage paid box to send your modem back to your company.

  

  Business Response

  Date: 11/27/2024

  Date: - 11-27-2024
  *** ******* BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that 18 days ago he had signed up for a wireless internet service with EarthLink.  The consumer states that after 17 days the service had slowed down to a point where their devices were not loading.  The consumer states that he contacted EarthLink and was told to purchase more data for the service to work.  The consumer states that he insisted on getting his money back because he feels that he was lied about the service being unlimited.  The consumer states that they were refused any refund.  The consumer therefore in the resolution would like EarthLink to refund the $79.95 and also send a box with a paid label to return the router back.   
  
  
  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 vendor sales team and appropriate action will be taken.   On viewing our records, we do see that the consumer had signed up for Wireless Home Internet service for an internet plan of 300 ******* 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. 
  
  
  We would like to educate the consumer that this wireless home internet service is an unlimited browsing service.  That is even after the 300 ******* is over, the consumer is still able to browse the net but with a slow speed. Looking at the situation and in order to bring this matter to a close EarthLink has decided to refund the $79.95. Please allow up to 3 business days for this refund transaction to complete. The account is inactive and there would be no further billing unless the consumer does not return the router. We would also like to inform the consumer that in regard to returning the router EarthLink does not send a box,but we do send a return paid label.  We have emailed the return label to the consumers contact email address.  We would like to inform the consumer that he will have 30 days to return their 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 Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:11/25/2024

  Type:Product 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 have contacted Earthlink on September 21, October 30, November 6, November 8, November 10, November 15 2024 to ask where the gift is they promised me for signing up. I get the same scripted answer, "its been escalated to gift card department and someone will contact you."

  

  Business Response

  Date: 11/26/2024

  11/26/2024
  ******* ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she contacted EarthLink on September 21, October 30, November 6, ******* 2024 to ask for the gift card that was promised at sign up. It is stated that she is getting the same answer that it has been escalated to the gift card department and someone will contact. The consumer is seeking a gift card as promised.
  
  We are sorry for any miscommunication that may have happened and any inconvenience caused. On reviewing the account we see that the service was signed up for high speed HyperLink internet access.EarthLink is offering gift cards to qualifying customers depending on the speed of the service. The gift card is sent after 90 days of service with zero balance on the account. This matter was escalated and as informed by the Executive team,an email has been sent to the registered email address by the Rewards team on 11/01/2024. The consumer needs to check the inbox and spam/ junk folder for the email and follow the instructions in the email from EarthLink Rewards to get the gift card. The confirmation number for this response is 203556185.
  
  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: 11/29/2024

   
  Complaint: 22597699
  
  I am rejecting this response because:
  I have not received an email from the business on or after 11/01/24. 

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

  

  Business Response

  Date: 12/02/2024

  12/02/2024
  ******* ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she is rejecting the response because she has not received any email from the business on or after 11/01/2024.
  
  In the previous response it was stated that the account was signed up for high speed HyperLink internet access. EarthLink is offering gift cards to qualifying customers depending on the speed of the service with zero balance after 90 days of service. An email was sent from EarthLink Rewards on 11/01/2024. The consumer needs to follow the instructions in the email to get the Gift card. As per the records we see that the consumer has opened the email on 11/29/2024. We contacted the consumer and she mentioned that she has found the email and has mailed it back this morning. The Gift card would be mailed to the customer within five working days. The consumer can contact me directly at the email address given below for any concerns regarding this matter. The confirmation number for this response is 203568315.
  
  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:
  *************************************

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22597699
  
  I am rejecting this response because I have not received the gift card and it has been over 5 days. It is an e-gift card and should have received it by now.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/10/2024

  12/10/2024
  ******* ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she is rejecting the response because she has not received the gift card and it has been over 5 days. It is stated that it is an e-gift card and she should have received it by now.
  
  In the previous response the consumer was informed that the account was set up for high speed HyperLink internet access. EarthLink is offering gift cards to qualifying customers depending on the speed of the service with zero balance on the account after 90 days of the service. The consumer was sent an email from rewards on 11/01/2024. The consumer needs to follow the instructions in the email from EarthLink Rewards to get the gift card. The email was opened on 11/29/2024 and sent back on 12/02/2024. The e-gift card was sent and received by the consumer. We request the consumer to contact EarthLink Rewards at ********** for further assistance with the card. We would like to assure all the consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 203593366.
  
  We apologize for any inconvenience that may have been caused while dealing with this issue.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 12/14/2024

   
  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:11/25/2024

  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.

  Each year I am hassled with my account changing from annual pay to monthly pay. Each year I am cheated and charged several months and refused to get it refunded when I catch it, before returning to annual pay. The chat and phone support is very poor. The service in general is not great as the email website is slow without a way to resolve. It is getting to the point that I should consider a free provider. But would love to keep the address as I have had it for 20+years. Could you help me establish annual payment plan and refund the overage due to taking me off the plan. I dont wan to go through this each year.

  

  Business Response

  Date: 11/26/2024

  Date - 11/26/2024
  **** ***** BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  
  In the complaint, the consumer states that each year he has hassle of his account getting changed from ************** to a month-to-month service.  The consumer states that he has been cheated as after his prepay gets over he gets charged on a month-to-month basis.  The consumer has mentioned his dissatisfaction with EarthLink as his billing issue is not resolved by EarthLink reps.  The consumer has requested EarthLink to renew his prepay service.  The consumer states that he does not want to contact EarthLink each year to prepay the services.  The consumer is seeking a refund for the extra charges that he has been charged for month-to-month basis. The consumer is seeking a resolution from EarthLink in this regard.
  
  
  ** apologize for any inconvenience caused to the consumer while he was trying to resolve his prepay billing issue with EarthLink reps. ** would like to inform the consumer that the option to prepay online has been removed by EarthLink. Therefore, the consumer needs to contact each year in the last month before the prepay expires to renew the prepay service.   This decision has been taken to avoid customers from falling prey due to online fraudulent activities. The consumer therefore has to call up every year to renew the prepay service otherwise they would be charged on a month-to-month basis after the prepay gets over.   The only way that the consumer could prepay or renew their prepay plan is by calling our customer support on ************** or contact our live chat on *************************************************;
  
  

  In regard to consumer complaining about getting charged on a month-to-month basis after the prepay gets expired.  ** would like to inform the consumer that in order to keep the emails working the account is kept active even after the prepay expires, despite of consumer not calling to renew the prepay plan on time.  As per our record the consumer`s yearly email plan is for $47.40 for the year.  The consumer gets a $1 discount each month by paying for a year.  The consumers monthly plan is $4.95 but after prepaying the consumer gets a $1 discount, so the plan is $3.95 a month.  ** do see that the consumer did not contact EarthLink before the prepay plan expires to renew the account.  The consumer was therefore billed $4.95 for the month of October and November billing cycle.  The consumer was charged extra $1 for both these months. Looking at how long the consumer has been with us we are refunding the $2 which the consumer was charged extra.  Please allow 3 business days for this refund transaction to complete.   ** do see that the consumer had called up EarthLink on November 25, 2024, to renew the account and as per the consumer request the account has been renewed for the year. The consumer is aware of it and we would request the consumer that they need to call up each year to renew the account. Otherwise, the consumer would be charged on a month-to-month basis and they would not be refunded the difference of the discounted amount.  ** really appreciate the consumers business and we will continue to serve him. The confirmation number for this response is 203555121.
  
  
  
  
  Respectfully
  Roiden
  EarthLink ************************************************************************************************************************************************************************************************* Agreement:
  *************************************

• Initial Complaint

  Date:11/23/2024

  Type:Order 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.

  Harrasment and treat, collection agency calling me and demand payment, when service was cancelled. According to them, I signed a contract or by opening an account by phone or online with earthlink I am bound or agree to early termination fee of $197.When I requested their service I never signed a contract, and never was informed of the early termination fee by email, or by mail, this company once you cancel the service for whatever reason, they pull the termination fee to their advantage, anybody can cancel at anytime the service. Bad business practices I see now the huge number of complaints they got, this bussiness should be abolish for bad practices in case they continue harrassing me I will take legal actions and they going to pay me.

  

  Business Response

  Date: 11/25/2024

  Date - 11/25/2024
  ****** ******* BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint, the consumer has complained about receiving threatening calls from collection agency in regard to payment due.  The consumer states that according to EarthLink his account was under a contract and breaking it would incur him on Early Termination fee.  The consumer states that when he requested for a service he never signed up for a contract.The consumer states that he was not informed about the contract via email or by mail.  The consumer states that upon canceling the service, EarthLink billed him the Early Termination fee. The consumer states that as per him this service could be canceled anytime without an Early Termination Fee.  The consumer has mentioned his dissatisfaction with EarthLink in regard to getting billed for the Early Termination fee.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We apologize for the inconvenience caused to the consumer.  On reviewing the account, we see that the consumer had signed up for HyperLink internet service.   The ***************** comes with a term commitment. As per the policy, if the account gets cancelled or inactivated within the term commitment the consumer is liable to pay an Early Termination Fee of up to $200 and with a first 30 days of remorse period. These 30 days are given to the consumer to test and use the services as a trial and accordingly make their decision to keep the services. If the consumer decides to cancel the service within the first 30 days of the remorse period, the consumer is not 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 ********************. The consumer could also visit our EarthLink website to know the Terms and conditions of the services that he had signed for at **********************************************************************************; Since the consumer canceled the service out of the remorse period, the consumer was liable to pay the Early Termination fee of $197.75 for the remaining contract period. However, this bill payment was rejected by the consumers card on file.   The consumers account was therefore sent to collections team due to non-payment of this outstanding balance.
  
  
  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 this amount and remove the consumers account from collections.  Please allow up to 45 days for this collection process to complete.  In case the consumer gets a call from the collection team, he could give this confirmation number SDP # ****** as proof of his collection amount being waived.  The account is inactive and there will be no further billing.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.   The confirmation number for this response is SDP # ******.
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 11/26/2024

   
  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,
  
  ****** *******