Complaints

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

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  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  One Communications

  5727 old Boonville hwy Evansville, IN 47715

• 

  Deltacom Long Distance Service

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

• 

  Earthlink, LLC

  80-02 Kew Gardens Road Kew Gardens, NY 11415

• 

  Earthlink

  1 Federal St, Bldg 111-3 West Entrance Springfield, MA 01105

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:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer for 29 years. They increased my monthly fee without my authorization. I am unable to cancel or talk to a customer service representative. I want to cancel my account and there's no way to do it. The text Chat said I needed to call a number, but I sat on hold for over 30 minutes and no one answered the call. There should be a way to cancel the account from my customer portal but there isn't. I don't want their service anymore if they can increase my monthly fee to any amount without my authorization. Help me get my money back and cancel my account with them.

  

  Business Response

  Date: 06/24/2025

  06/24/2025
  ***** ********-BBB # ********
  EarthLink Acct # *******
  Acct status: Active
  
  The consumer states that she has been a customer for 29 years and the monthly fee was increased without authorization. It is stated that she is unable to cancel or talk to customer service representative.The text chat said she needed to call a number but she was on hold for 30 minutes and no one answered the call. The consumer states that she does not want the service if the price is increased to any amount without authorization. The consumer is seeking a refund of $13.95 and wants to cancel the account.
  
  On reviewing the account we see that the service is active for Premium email. We are sorry for the hold time and continue our efforts to reduce it. EarthLink does not accept cancellations via Email or online submissions. It is very important that we can verify a cancellation request is authentic. Unfortunately, email headers can be forged in a way to impersonate an individual who may not wish to have their account inactivated. In order to reduce any unintended service interruptions we prefer to limit avenues of cancellation to Telephone.
  
  EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving reliability of our service. The price increase communication was shared with all the consumers via the monthly invoice email in April 2024. The consumer was given a credit of $3 for 12 months which was accepted. After the credit term ended regular billing started.Considering the long time association with EarthLink we are offering a price plan of $6.95 plus Admin and support fee of $1 in the total amount of $7.95 per month. We contacted the consumer and she has agreed to switch to $7.95 monthly plan. Based on the situation we have switched the price plan. The new plan will be effective from 07/11/2025. As per the policy EarthLink does not grant refunds or credits for any prior use including partial use during the last month prior to cancellation. As customer appreciation we have refunded the charge of $13.95. 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 204041541.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to file a grievance against EarthLink. Should I go into detail here?

  

  Business Response

  Date: 06/23/2025

  Date: - 06-23-2025
  ******* A ******** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states she wants to file a grievance against EarthLink. The consumer has asked BBB whether she could put her issue details here.
  
  We apologize for any grievance the consumer has with EarthLink.  Upon knowing this, we accordingly tried to reach the consumer via phone as well as by email.  The consumer was not available on phone, so we left a voicemail.  We have not received any reply by the consumer via email too. 
  
  In order to resolve their issue,the consumer could contact me via my email. They could also contact via phone, on the phone number that they received the call yesterday.  That phone number is our Executive relation department contact number. The working hours are Monday to Friday between 10 Am to 6 Pm EST. They could also reach our Wireless Home Internet department at ************* between 9 am to 7 Pm. Eastern, 7 days a week. The confirmation number for this response is 676346640856.   
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Earthlink regarding a persistent issue with my paid email account and the companys complete failure to provide adequate customer support or resolution.Despite being a paying customer, I have not been able to access my Earthlink account or receive emails since June 7, 2025. When I contacted Earthlink support, I received no meaningful help or resolution, only generic replies and runarounds via chat. This is completely unacceptable for a paid service.This is not the first time this has happened. I previously filed a similar complaint around November 2023, when the exact same issue occurred. At that time, Earthlink also failed to deliver support or a lasting fix. It took the intervention of the Better Business Bureau to get EarthLink to resolve the problem in January 2024.Earthlink has committed to providing continuous access to a functioning email service in exchange for a monthly subscription fee of $18.97. They have failed to uphold their end of this agreement. I have paid consistently for a service that I am not receiving, and Earthlink has made no real attempt to resolve the issue, despite my repeated efforts to reach out. Multiple chat and voice conversations just lead to: We will resolve the problem within 24 hrs. There is no response, no follow up after that. Needless to say, this substandard, actually absent service is ************** asking for immediate intervention from the Better Business Bureau to compel Earthlink to fully restore my email service without further delay. Time is of the essence, as many of my Business Connections unfortunately still depend on this email.

  

  Business Response

  Date: 06/24/2025

  Date: - 06-24-2025
  ********** **** BBB # ********
  EarthLink Account # *******
  Acct status: Active
  
  In the complaint, the consumer states that she has been facing email issue since June 7, 2025.  She states that she is unable to receive or send emails. The consumer states that she had faced the same issue in the past too.   The consumer has mentioned her dissatisfaction with EarthLink as she claims that despite speaking to multiple tech support, her issue remains unresolved. The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconvenience caused to the consumer. As per the consumers issue, we accordingly escalated this issue to our Tier 3 tech support team. On reviewing the account, we see that the Tier3 tech support have been trying to reach the consumer by phone since last Friday. However, we are unable to reach the consumer till date. We would therefore advise the consumer to directly contact our Tier3 tech support. Their contact number to reach them directly would be ************* followed by pin for this month would be 5913. Their working hours are between 10 am to 6 pm EST. The confirmation number for this response is 204038466.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to respectfully appeal the restriction placed on my LinkedIn account ********************** I attempted to log in recently and discovered my access has been limited, which I believe may have been due to an unintentional misunderstanding or technical error . I have submitted the ** card details for verifying my identity, but my account still cannot be logged in. I don't understand.This account is crucial to me. It's my only ******** account, holding connections that are invaluable. I'm ready to correct any mistakes and comply with ********'s policies. Your help in reinstating my account would mean a lot to me.

  

  Business Response

  Date: 06/24/2025

  06/24/2025
  Daisy He-BBB # ********
  EarthLink Acct # None
  
  In the complaint it is stated that she is writing to respectfully appeal the restrictions placed on the LinkedIn account. It is stated that she attempted to login and discovered that the access has been limited which may be due to unintentional misunderstanding or technical error. It is further stated that she has submitted the ** card for verifying the details but still cannot log in. The consumer states that she is willing to comply with ******** policies and is seeking help in reinstating the account.
  
  On reviewing the database we see that there is no account registered in our system by the name address and phone number provided. EarthLink is an Internet service provider and offers a variety of internet services, from fiber internet to satellite internet to wireless home internet. EarthLink does not have access to ******** accounts. We request the complainant to contact ******** for further assistance in this matter. We are sorry for any confusion or misunderstanding caused. The confirmation number for this response is 676348384269.
  
  Please accept our sincere apology for any inconvenience this has caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:06/17/2025

  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 being charged a $200 early termination fee by EarthLink, even though I was never informed of any contract or cancellation policy when I signed up for service. I did not sign or receive any agreement stating that an early termination fee would apply.A few months ago, I spoke with an EarthLink representative who clearly stated there would be no cancellation charge and that I was free to cancel at any time. He promised to send a letter confirming this, but the letter was never sent. When I followed up, I was told again that it would be sent, but it never arrived. I also asked the representative to provide proof of any contract or signed agreement, and he failed to do so.I remained with EarthLink longer than I wanted to only because I was looking for a better price and more reliable service. Now, despite everything I was told and promised, Im being told I owe $200 which is unjustified, misleading, and wrong.This is a deceptive business practice, and I am formally disputing this fee. EarthLink should not be allowed to charge customers hidden fees based on terms that were never disclosed or agreed upon.

  

  Business Response

  Date: 06/18/2025

  Date: - 06-18-2025
  ******** ****** BBB # ********
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states she is being billed a $200 early termination fee by EarthLink, even though she was never informed of any contract or cancelation policy when she signed up for service. The consumer states that she did not sign or receive any agreement stating that an early termination fee would apply.  The consumer states that she contacted EarthLink to cancel the service. She was informed that she would be charged $200 as her services were under a contract. The consumer states that she remained with EarthLink longer as she was looking for a better price and more reliable service.   The consumer has mentioned her dissatisfaction with EarthLink in this regard and would like EarthLink to look into this matter.
  
  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 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.  
  
  We would like to inform the consumer that at the time of signup our Sales representatives are trained to give out all the information related to the product. Upon receiving the consumers complain in regard to not informing the consumer about the contract.We accordingly escalated this complain to the sales team.  The sales team worked on it, and they have confirmed that the consumer was informed about the contract on call. The sales agent had sent a text note on the same call which had the terms and condition of the services.  The consumer did read the contract part too.  We would also like to inform the consumer that when the customers connect to the ******************** for the first time, the terms and condition are accepted by the customers to access the ********************.  Therefore, the consumer is liable to pay the $200 cancelation fee for breaking the contract.
  
  As per the consumer request we have canceled the account as of today. The consumers account has an outstanding balance of $218.18 cancelation fee with taxes.  It takes 7 to 10 days for the line to be released from the date of inactivation of the account.  The confirmation number for this response is 204033966.
  
  Lastly, in regard to returning the modem, we would like to inform the consumer that incase if her 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 ************ 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 her 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. 
  
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I wanted to do a complaint on EarthLink. EarthLink is with **** and I constantly call customer service with ********************** to let them know. **** keeps with my service. They block all my equipment that I cant use it. Could you please help me with this issue? Thank you

  

  Business Response

  Date: 06/17/2025

  06/17/2025
  ******* ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she has EarthLink internet and calls customer service to let them know that AT&T keeps the service and they block all equipment's and she cannot use it. The consumer is seeking a resolution.
  
  On reviewing the account we see that the service is set up for high speed internet service with best effort 45 MBPS. The service is provided by EarthLink using AT&T infrastructure. The billing and technical support is provided by EarthLink. As pr the records we see that the line is in sync with uptime- 19H 52M 29S having 21 device on wireless. The consumer is getting 45 MBPS speed. The consumer is getting the speed that she has registered for.
  
  The consumer has too many devices connected that can easily be the cause of the issue. Having too many devices connected can lead to slower speeds and decreased reliability. This is because all the devices share the bandwidth and when many devices are active simultaneously they compete for the same signal. The available bandwidth is divided among all connected devices. This may result in signal congestion and can cause interruption in service. It is not just the number of connected devices but how actively they are using the internet that matters. Devices actively downloading or uploading will consume more bandwidth than devices that are idle. Physical obstructions can also weaken the signals and compound the problems caused by bandwidth sharing. The consumer needs to prioritize the device connectivity to ensure they get the desired bandwidth and be able to use the service effectively. 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. The current status of the account is active. The confirmation number for this response is 204032656.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EarthLink is charging me for services I did not utilize after I called them to cancel. I have reach out to them to get it resolved and I encountered with rude supervisors and representatives. They have been charging me additional fees and send threats of sending me to a collection agency. These unethical practices and policies need to be investigated. I am not the first consumer that has complained about this practice. If I call to have services cancelled I expect to have services cancelled.

  

  Business Response

  Date: 06/16/2025

  Date - 06/16/2025
  ***** He BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that she had cancelled her internet services with EarthLink and had not utilized the services.   The consumer states that despite of it, Earthlink billed her for the services. The consumer states the now she is receiving notices of sending her account to collection agencies. The consumer has mentioned her dissatisfaction with EarthLink, in regard to the negative interaction that she had with EarthLink representatives.  The consumer in her final resolution would like EarthLink to cancel her account and waive her last bill.
  
  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 a better customer experience and takes every opportunity to improve its staff and services.  On reviewing the account, we see that the consumer had signed up for HyperLink internet service. The consumers billing cycle was the 26th of each month.  The bill which got generated on May 26, 2025,for $47.95 was rejected by the consumers payment card on file. Due to this payment rejection, the account got inactivated on June 7, 2025.  As per our records the consumer had contacted EarthLink on June 2, 2025, that is after the bill was generated.  Therefore, the consumer was liable to pay this last bill of $47.95 which was generated on May 26, 2025.  
  
  However, in order to bring this matter to a close, as a courtesy as per the consumers request we have waived the last bill.  The account is inactive and there is zero outstanding balance on the account.  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 204029424.
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted earthlink on may 24th paid 79.95$ for ******************* of the router. Was told I would have 10 days from when i received the router to pay the ***** as to make sure the service was adequate. I received router on may 29th and I obviousily was lied too and I had to pay the ***** tp activate the router. So I paid the *****. The connection wasnt very good and I went with anothet internet company. So I called and cancelled the service on June 4th. When I asked for a refund, I was told I used 204 GB out of the 300 GB which in the app, u can clearly see in the attachment that it is 58 GB. I was told to email the proof to the ascalations **** which I did and never got a response back. I called earthlink again today June 12th and was told I couldnt get any refund back so I asked to speak with a supervisor. I was told I would get a call back which I told them I wanted to speak with a supervisor now because ***** ever gets back with you. This company is intentionally lying to people to get them to sign up then when they sign up, they lie and try to wiggle their way out of a refund when I only had the service 5 days. People are getting tired of spending their hard earned money for something and being lied too over and over again. I would like a refund of the ***** I spent when service wasnt even good and I had to cancel after only 5 days.

  

  Business Response

  Date: 06/13/2025

  06/13/2025
  ****** ***** - BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that on 05/24/2025 an amount of $79.95 was paid for shipping and handling of the router. It is stated that they would have ten days to pay $99.95 when the router is received and activate it. It is mentioned that the charge of $99.95 was paid but the connection was not good so the account was cancelled and they went with another Company. It is further stated that the account was cancelled but the refund was declined. The consumer is seeking a refund of $99.95.
  
  We would like to apologize for any misunderstanding that may have happened. On reviewing the account we see that the service was signed up for Wireless Home Internet. The initial payment at sign up is the processing fee and must be paid before the equipment is sent to the consumers house. We are sorry to know that the service did not align with the consumers expectation and cancelled the account. Based on the situation a refund of $100.95 has been processed. Please allow up to three days for the refund process to complete. A return label has been sent to the email address on file. The consumer must use the return label to send back the device within 30 days of inactivation to avoid un-returned hardware fee of $400. The current status of the account is inactive as of 06/04/2025. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is ************.
  
  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:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Earthlink email address is: ************************************ I have been an Earthlink customer since the 2000's. I suddenly cannot log into my Earthlink account. It does not allow me to reset my password. When I chat with Earthlink, I am told they cannot verify my account. How can they not verify my account when they charge me $15.03 monthly. The chat told me to call 1-888-Earthlink. I have called that number repeatedly and always get disconnected. I have sent emails to the Earthlink ***************** ***** *** - *********************************** ******* ******** ******************************** ***** ******* ************************************ Not one executive has gotten back to me. I've tried to dispute the charge with *************** but cannot get through to speak to a human. Attached is the current charge from Earthlink. Earthlink is charging me $15.03 a month for an email account I cannot access. Their customer service department nor their corporate office will not help me.

  

  Business Response

  Date: 06/09/2025

  Date - 06/09/2025
  **** ****** BBB # ********
  EarthLink Acct # *******
  Acct status: Active
  
  
  In the complaint, the consumer states that her Earthlink email address is ************************************************************* and she is unable to login into her Earthlink account. The consumer states that she is having difficulties resetting her password as she is not able to verify her account.  The consumer has mentioned her difficulties reaching anyone at EarthLink in regard to resolving her email issue.  The consumer is therefore seeking a resolution from EarthLink in this regard.
  
  
  We sincerely apologize for the inconvenience caused to the consumer, while she was trying to resolve her tech issue. Upon receiving this complaint, we immediately escalated it to the concerned team. We received a reply from them stating that there was a call back made to the consumer.  The consumers issue has been finally resolved on that call. The confirmation number for this response is *********.  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************