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

  
• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

• 

  EarthLink Business Solutions

  124 W Tombigbee St Florence, AL 35630-5422

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:05/18/2025

  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.

  On may 9th 2025 I paid $83.95 for my Earthlink router and $65.65 to activate a month of what they told me was unlimited service on May 14th. Today, on May 18th, I received an email telling me I've used almost all of my "unlimited" service and my internet is about to be cut off. 4 days after paying $130 to get this set up. I called Earthlink customer support and they just tried to upsell me to a more expensive plan, refused to give me a refund, and took no accountability for lying to me about the plan i was tricked into purchasing. This company is a scam and I need my money back

  

  Business Response

  Date: 05/19/2025

  Date - 05/19/2025
  Talon ***** BBB # ********
  EarthLink Acct # ******** 
  Acct status: Inactive
  
  
  In the complaint, the consumer states that at the time of signup on May 14, 2025, he was informed that the service was unlimited.  The consumer states that he had paid $83.95 for the router and $65.65 to activate the service for the month. The consumer states that on May 18, 2025, he received a message from EarthLink stating that his internet data is used up.  The consumer has mentioned his dissatisfaction with EarthLink as he claims that he was lied about the service being unlimited. The consumer states that he called up EarthLink and was offered an expensive plan.  The consumer states that he was denied a refund. He would therefore like EarthLink to look into this matter as he was lied about the service being unlimited.
  
  We apologize for the misunderstanding that happened at time of signup in regard to the unlimited data browsing.  We would like to educate the consumer that this wireless home internet service is an unlimited browsing service.  That is even after the 100 ******* is over, the consumer is still able to browse the net, but with a slow speed.  The consumer had paid us $83.95 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 his services activated.  After the service was activated, the consumer got the monthly internet data charged for $******** per our record the consumer has used up the entire data of 100 Gb for the month.  The consumer was therefore denied a refund.
  
  However, in an effort to resolve this issue and since its a case of misunderstanding. We will make an exception to the standard policy and refund the entire amount which the consumer paid to us.  For now, have decided to refund $65.65.Please allow up to 3 business days for this refund transaction to complete.  We have also decided that once the consumer returns the router back to EarthLink, we would refund the remaining amount of $83.95 processing and handling fee. For this the consumer needs to contact us after a week when he returns the router.    The account is inactive and there would be no further billing unless the consumer does not return the router.  We have also 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.    The confirmation number for this response is 625981390893.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *******, ** | 30328 
  ************************************
  EarthLink Online Service Agreement:
  ***************************************

  Customer Answer

  Date: 05/19/2025

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

• Initial Complaint

  Date:05/16/2025

  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.

  About three months after I started up service with EarthLink wireless Internet, I started having continuous problems day after day they gave me no solutions ************* many documented calls. Except for the call that was not documented on March 20 when I canceled my service due to working from home and having constant problems andnon-functioning Internet that was detriment to the continuation of my **************** May 16, I looked at my bank statement and I was charged for $101.40 on March 24 same price on April 24. Today I called to figure out why I was still being charged come to find out my service was never canceled. They have no record of me calling in on March 20. It must have magically disappeared! I will be sending the router back to them. They are refusing to refund me $202.80 which I am owed that was deducted from my bank account on March 24 and April 24 that was not authorized. I have found another source of Internet And have receipts confirming when that new service started. Also, as you can see an images attached to this complaint that prices went up without notice.

  

  Business Response

  Date: 05/19/2025

  Date - 05/19/2025
  ******** ***** BBB # ********
  EarthLink Acct # ******** 
  Acct status: Inactive
  
  
  In the complaint, the consumer states that after three months of using the EarthLink Wireless internet service, she started having continuous internet problems day after day. She stated that EarthLink gave her no solutions that worked, even after calling couple of times. The consumer states that due to internet issue she contacted EarthLink on March 20, 2025, to get her services canceled. The consumer states that it was affecting her work, as she was working from home.  The consumer states that on May 16, 2025, she looked at her bank statement. She found that she was charged for $101.40 and also the previous month i.e. March 24, 2025.  The consumer states that she contacted EarthLink on May 16, 2025. She found out that the service was never canceled,as there was no document mentioning that she had contacted on March 20, 2025,to cancel the service.  She stated that she will be sending the router back to EarthLink. The consumer states that despite of canceling the service in March, EarthLink is refusing to refund the two months charges.   The consumer has therefore requested EarthLink to look into this matter and accordingly refund her the two months charges.
  
  We apologize for the inconvenience caused to the consumer in regard to her internet connection issue. We would like to inform the consumer that; 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.  We are sorry to know that the consumer disconnected their services due to technical issue. 
  
  On viewing our records, we do see that the consumer had signed up for Wireless Home Internet service for an internet plan of 300 ******* cap a month.  As per our records there were no notes of consumer calling on March 20, 2025, to cancel the service.  According to our records, the consumer was still using the internet service after March 20, 2025.  The consumers billing cycle was the 23rd of each month.  So, during the period of March 23, 2025, to April 22, 2025, the consumer used up ****** GB out of 300 GB.  Then from April 23, 2025, to May 2025,the consumer used up ****** GB out of 300 GB. The consumer is therefore not eligible for any refund as consumer has utilized the internet data for these two months. 
  
  However, in order to bring this matter to a close, as a courtesy we have placed a refund of $70.20. Please allow up to 3 business days for this refund transaction to complete.  The account is inactive and there would be no further charges, unless the consumer does not return the router. The confirmation for this response is 625981368922. 
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:05/15/2025

  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 recently relocated and needed reliable internet for my remote IT work. Due to apartment restrictions, I opted for Earthlinks wireless plan after a *** assured me their 300GB/month service would support my work, gaming, and devices with high speeds (hundreds of Mbps). I paid $79.95 to start and $100.80 for the first month.However, actual speeds were consistently between 5Mbps download and less than 1Mbps upload, occasionally reaching 1819Mbps down and 13 up. Despite following all troubleshooting steps and contacting support multiple times, there was little to no improvement.On 5/15/25, I switched to a new provider offering 10x the speed at half the cost. When I called Earthlink to cancel and request a refund, I was offered only $30conditional on continuing service for the rest of the month. I declined and canceled immediately.I feel misled and taken advantage of. Despite multiple attempts to resolve the issue, I was told I might get up to 25 Mbps, which is not what I was promised. This poor service impacted my job and finances during an already costly move. Im requesting a refund greater than the $30 offered, as others in similar situations have received. I hope this reaches someone at Earthlink who can resolve this fairly.

  

  Business Response

  Date: 05/16/2025

  05/16/2025
  ****** ********-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she recently re-located and needed a reliable internet for remote IT to work. Due to apartment restrictions she opted for EarthLinks wireless plan after it was assured that 300 GB per month would support gaming and devices with high speed internet. It is stated that an amount of $79.95 was paid to start and another $100.80 for the first month. It is stated that the speed was consistently between 5 MBPS download and less than 1 MBPS upload. It is mentioned that there was no improvement even after troubleshooting multiple times. The consumer states she was offered $30 but she declined and cancelled. The consumer is seeking a refund to resolve this issue.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We apologize for any miscommunication that may have happened at the point of sale. We are sorry to know that the consumer decided to cancel the account as it did not align with her expectations. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. To start the service the consumer must pay the first month bill. As per the records the account is inactive as of 05/15/2025. Based on the situation, a refund in the amount of $85.80 for unused data has been processed. The refund will reflect in the credit card statement in up to three days. A return label has been sent to the email address on file. The consumer must use the return label and send back the device to ********************** within 30 days of inactivation to avoid un-returned hardware fee of up to $400. Once the device is sent the consumer can contact me directly or EarthLink at ************ from 9.00 am to ***** pm to mark the return as complete. When the return shipment process begins the charge of $79.95 will be refunded. 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 625744062288.
  
  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:05/13/2025

  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.

  EarthLink has been charging my credit card **************** for about two years now I have called many times and they said they cant stop charging my credit card because I dont have an account , I called **************** they shut off me credit card and you shoot me a new account and a new card and EarthLink some how got my new card number and starting charging my new account, I called ********************** they said they cant stop charging my new account and since I dont have a account link, I cant stop it. I talk to a fraud department. and called **************** and shut off my card and ordered a new card and whats your new account number an ********************** charged me again on my new account I called and said theres they cant stop charging my car cause I dont have an account

  

  Business Response

  Date: 05/14/2025

  Date - 05/14/2025
  *** ***** BBB # ********
  EarthLink Acct Status - Inactivated
  
  
  
  In the complaint, the consumer states that since last two years, he is getting charged by EarthLink despite of not having an account.  The consumer states that he tried stopping the charges by speaking to his bank and EarthLink.However, the consumer claims that he is still getting charged on his Credit card.  The consumer in the resolution would like EarthLink to stop this fraudulent charge and has requested a refund.
  
  On reviewing the account, we see that an account is not setup under customers name with **********************. There is a possibility that the card was used fraudulently. Since the consumer is unaware of how this account was originated, it points to a larger issue beyond EarthLinks control. In the event of fraudulent accounts ********************** is a victim as well as the consumer. EarthLink is unable to accept liability for any fraud claims, so therefore decline any refund in this matter. Any restitution must be sought from the banking or credit institution. We have accordingly inactivated the account as of today May 14, 2025.  There would be no further charges on the card. Any reimbursement must be sought from the banking or credit institution. 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 consumer's complaint is 203969355.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently signed up with Earthlink for internet service, shortly after I entered into a 12 month contract, I canceled to go with another provider. I was charged an early termination fee, which was expected. I asked for a written receipt, statement or final bill showing the amount charged for canceling the service. I spoke with 3 different people on this matter on two different days, each time I was told they cannot fulfill my request. One of them told me I can login to their website or app and find it there. However, within the hour of cancelation, my account must've been completely deleted; I could login in, but not as a customer, only as a "future" customer, my only options were to view and sign up for services. All I need is a statement with my name, address, date of early termination, and the amount i was charged.

  

  Business Response

  Date: 05/13/2025

  05/13/2025
  ***** ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she recently signed up with EarthLink and entered a 12 month contract. The consumer canceled the account to go with another provider and was charged an Early Termination Fee of $200. It is mentioned that she asked for a written receipt or a final bill showing the amount that was charged for canceling the service but she was told that she can login to the web site to view it. It is stated that the account is deleted after cancellation. The consumer is seeking a statement showing the name, address, date of Early Termination and the amount that she was charged.
  
  On reviewing the account we see that the service was signed up for high speed Internet access. We are sorry to know that the consumer decided to cancel the account. As requested the account was canceled as of 05/06/2025. The account was under a term commitment and as per the policy the consumer was charged an Early Termination Fee of $200. The invoices are generated and automatically sent by the system to the registered email address. We have re-send a copy of the invoice showing the name, address, date of Early Termination fee and the amount that was charged by snail mail. We have waived the snail mail fee of $3.  It may take up to 7 days to receive the invoice by mail.  There was a credit balance of the modem fee of $14.95 and tax of $1.05 so the effective charge was $184 invoiced on 05/06/2025. EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 203967196.
  
  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: 05/18/2025

   
  Complaint: 23321435
  
  I am rejecting this response because:

  By the response from Earthlink, it seems they were "re-sending" an email with a statement, and sending the same via snail mail. 

  I never received the first emailed statement, so I'm not surprised that I did not receive the second one either  - and I did check my spam folder! I did receive several other emails from Earthlink, so they do have my correct email address!

  Also, as I mentioned, I spoke with 3 different people, not once did any of them mention emailing anything to me, nor did they offer to send the requested statement to my physical address, for a $3 fee or without. In fact, I was told by all of them that, this is something they couldn't do! The system wouldn't allow it.

  I find their response odd, if they are so willing to satisfy my requests, then why did they let it escalate to this point?

  As of now, I have still received absolutely nothing from Earthlink!! 

  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/19/2025

  05/19/2025
  ***** ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she is rejecting the response because as stated EarthLink was re-sending the email with a statement and the same via snail mail. The consumer states that she has not received the first or the second email. It is mentioned that she spoke with three different people and not one of them mentioned emailing anything or sending the statement to her address. It is further stated that she has still received nothing from EarthLink.
  
  In the previous response it was stated that the service was signed up for high speed Internet access. As requested the account was canceled as of 05/06/2025. It was mentioned that the invoices are generated and sent by the system to the registered email address. This email goes out on the day the action occurs. We are sorry if the consumer did not receive it for any unknown reason.  Email copy of the invoice was not re-send.  We had requested a snail mail copy of the invoice to be sent on 05/13/2025. This would be out in transit on 05/14/2025. The consumer needs to allow up to 7 business days to receive it. The consumer needs to wait for a few more days. EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused while dealing with this issue. EarthLink takes feedback's positively and well pass along the feedback as a training opportunity for our team to better assist in the future.
  
  The confirmation number for this response is 203979381.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made repeated attempts to cancel an account with ********************** last year and I am now receiving notices that there is an amount due. Heres the detail:Called to cancel in June, ************************************************* July, 2024. I called to cancel again in July and was billed again in August. They stopped billing me in September 2024.I was out the ** for several months and returned recently to find a collection notice. I tried to call today to resolved the matter and was passed onto seven different agents who told me that I need to email *************************************************** for executive resolution, explain the issue and include my social security number. This account was closed and I have provided them with all my contact info. A request for social security number sounds like a scam. I also thought it was odd that they stated that they dont have my mailing address on file when theyve already sent me a notice in the mail. I would like a credit made to my account, verification that it was closed last year and any negative reports (if any) on my credit report removed. I seriously spoke to seven different people, was given a different number to call and when I called that number, they told me I was reaching out to the wrong contact.

  

  Business Response

  Date: 05/13/2025

  Date - 05/13/2025
  ***** ****** BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  
  In the complaint, the consumer states that she made repeated attempts to cancel her account with ********************** last year and now she is receiving notices that there is an amount due. The consumer states that she was out of US for several months and returned recently.The consumer states that she received collection notice. The consumer has mentioned her dissatisfaction with EarthLink as her issue was not resolved even after multiple attempts.  The consumer states that she does not want her credit score to go bad. The consumer has therefore requested EarthLink to look into this matter and accordingly resolve her issue.
  
  We apologize for the inconvenience caused to the consumer. On viewing the consumers account, we do see that the account was sent to collections due to nonpayment for two months. The total amount which is outstanding on the account is $41.90. Therefore, the consumer received a collection notice. However, we do see that the consumer has been with us for a long time. So, as a courtesy and in order to bring this matter to a close, we have decided to completely waive the $41.90 outstanding balance. Please allow up to 45 days for this account to be removed from collections. Lastly, let me inform the consumer that the credit rating will not be affected as EarthLink does not report to credit bureaus.  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 203966835.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted EarthLink for internet and was told false information about the internet I was purchasing. I was told I would be getting unlimited data with download speeds up to 300 mbs. I also explained to the gentleman everything I use and need the internet for. He said this plan would be great for what I need. I purchased Earlink internet expecting it to deliver what it was told over the phone. I received my equipment and set it up, took forever just to connect. Once it was up I connected one device to **********************. I couldn't even open a web page because the internet was so terrible. I called EarthLink the next day for a refund for the service and service fee for the equipment. I explained I was told misinformation and wanted a full refund because the service doesn't work. I am supposed to get a refund for the service, but they refuse to refund the processing fee. I shouldn't have to be out money on a service that they knew wouldn't work in my area.

  

  Business Response

  Date: 05/12/2025

  05/12/2025
  ****** *******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she contacted EarthLink for internet and got false information. It is stated that she was told she would get unlimited data and download speed of up to 300 MBPS. It is mentioned that she received the equipment and it took forever to connect and once connected it could not even open a web page. The consumer states that the next day she called for a refund because the service does not work. The consumer states that she was refused refund of the processing fee. The consumer is seeking a refund of $79.95 because the service did not work.
  
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that may have happened at the point of sale. We are sorry to know that the consumer did not get the desired service and decided to cancel the account. The consumer has sent back the device. As requested the account is inactive as of 05/07/2025. Based on the situation a refund of $79.95 has been processed. The refund will reflect in the credit card statement in up to three days. We would like to inform our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 625484607160.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  ************************************** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 05/12/2025

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

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I signed up for Earthlink Internet on 9/17/2024, I was told by their CSR that my Internet would be $49.95 per month, and that I would also be eligible for the gift card that they were offering at the time. I have yet to receive my gift card. I have contacted EarthLink customer support, and have been told that a supervisor will contact me. It's been over the two days that they offered as a timeframe, and nobody has contacted me. I contacted EarthLink customer support again on 5/6/2025, and still have not heard back. They keep telling me a supervisor will be in touch, but nobody every reaches out. I will cancel my service due to breach of contract if I don't get this resolved shortly.

  

  Business Response

  Date: 05/07/2025

  Date: - 5-07-2025
  ******* ***** BBB # ********
  EarthLink Account # ********
  Acct status: Active
  
  In the complaint the consumer states that he had signed up for EarthLink services on September 17, 2024. The consumer states that he was promised a gift card for signing up with EarthLink.  However, the consumer claims that he has not received the gift card till date. The consumer states that he had recently contacted Earthlink on May ******, and requested a call from a supervisor in regard to it.  The consumer states that it been two days and has not received a call from the supervisor.  The consumer states that they have not yet received the Gift Card.  The consumer has therefore requested EarthLink to look into his matter and accordingly resolved his issue.

  
  As per our records, we do see that the consumer was eligible to get 2 Gift cards of $100 each.  Due to system error the Gift card link was not sent to the consumer.  We apologize for the inconveniences caused to the consumer in this regard.  We immediately escalated the issue to the concerned department.  We received a reply,that the issue was already been escalated by the supervisor from whom the consumer was supposed to receive a callback. The supervisor was waiting for a confirmation from the concerned department,so as to assure the consumer that this time the Gift card would be definitely sent to him. The concerned department are expertizing the process of sending the Gift card to the consumer.  The consumer would receive the $200 Gift card link within 24 to *************************************************************** the BBB complaint.  The confirmation number for this response is 203955827.  In case if consumer still has any issues, the consumer could contact me at my below contact email address.
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began an account with ********************, who subcontracts out through **************, so actually my equipment is **** broadband with the name of Earthlink attached and EarthLink collects the money. I got the account for the sole reason of my security system every night between 11 PM and 4 PM. My security system shuts down. No movemeny, animals, cars or people or ************** is picked up. Nothing is recorded. I have tangible proof. This is not acceptable and I called Earthlink to close my account after 6 weeks. They told me I had a one year contract. Ive never met with anyone. Ive never physically signed a contract. I only had a phone conversation with a Representative from another Country.. I want my Earthlink account closed. It is a scam and in the area that I live in, itsnot even strong enough to provide adequate service to keep me secure in the night if something should happen to me or my health or welfare Earthlink is going to be responsible because they are unable to provide the service that I am paying for I do not recommend this company any set of circumstances and once again I want to reiterate, no one mentioned a ********************* fact, I was speaking initially with someone fromanother country I can tell that they farm their business out to other countries probably so that they can make more profit but beyond any doubt nobody mentioned a contract I want my account closed immediately. It does not support my security company. It does not support this portion of the county and my life is at risk because of Earthlink. I do not respect dishonesty fix it close my account without penalty. I did not sign a contract for a year. In addition, my initial bill was $24.25 and in now in the $70.00 I I will be reporting this to the *** and *** department of justice the *** any ***** who would be interested in the fact that you are breaking thelaw if you do not close my account rebate my money and fix this mess.Once again, my well-being is at risk!

  

  Business Response

  Date: 05/07/2025

  05/07/2025
  Mrs ****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she started an account with ********************** that subcontracts through AT&T. It is stated that she got the account with the sole reason of her security system. It is mentioned that every night the security system shuts down between 11 pm and 4 pm. The consumer states that this is not acceptable and she contacted EarthLink to close the account after 6 weeks. The consumer states that she was told that she had a one year contract. The consumer states that she has never physically signed a contract and only had phone conversation with a representative. It is further stated that the initial price was $24.25 and it is now $70.00. The consumer wants the EarthLink account closed as she is unable to get the service she is paying for and her life is at risk.
  
  On reviewing the account we see that the service was set up for high speed HyperLink internet access. We are sorry for any misunderstanding or misinformation that may have happened at the point of sale. The service is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. The amount of the Early Termination Fee, or the method such fee is calculated,are included in your Term Plan and vary from plan to plan. By establishing an account, ordering, and/or using the service the consumer is bound by the service Agreement. The Service Agreement is available online to all the consumers at *************************************. The agreement copy is sent to the consumers via email.
  
  We are sorry to know that the consumer decided to cancel the account due to technical issues related to security system shutting down every night. As requested the account is inactive as of 05/07/2025. The initial charge was $59.10 and the last charge was $77.71 due to value added EarthLink **************** Based on the situation we are making an exception to the standard policy. The Early Termination Fee of $200 has been waived. We have refunded the charge of $77.71 invoiced on 04/26/2025. The refund will reflect in the bank statement in up to three days. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services.  The confirmation number for this response is 203955095.
  
  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: 05/13/2025

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

• Initial Complaint

  Date:05/05/2025

  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 signed up home Internet with EarthLink in April 23rd , according to the agent on the phone, there will be ***** monthly and since story fee including the first month *****.This amount was paid on the phone and they said the router will be sent, once receive u will need to activate it.Upon received oh the device, I called their support and they said I will need to make $66.12 payment for the service because the $***** payment does not count.With my kids without internet for their assignment, I make the payment through the phone.They said it will take about 45mins for service to come. After 12 hours called them again they said it will take 48 hours and that they will credit the account for the list days. We did not have Internet until 28th .Five days later 2nd I got a notification that my line is disconnected because I do not have any data .I attempt to called their customer service the agent u talk with said they can only help between 9am to 9pm Monday to Friday. As in now I still did not have Internet service.I am therefore requesting a full refund of amount I paid to them $146.07 and cancellation of this service .

  

  Business Response

  Date: 05/05/2025

  Date: - 5-05-2025
  **** ****** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  In the complaint, the consumer states they had signed up on April 23, 2025, for EarthLink internet service by paying $79.95. The consumer states that he was informed that there would be a monthly fee of $49.95.  The consumer states that upon receiving the device, he called the support, and they said he will need to make $66.12 payment for the service because the $79.95 payment does not count. The consumer complain that the service was not activated until April 28, 2025.  The consumer states that his services were disconnected on May 2, 2025, as his internet data was used up.  The consumer states that he tried to contact the concerned department on Friday but was not able to reach them as he had called up after their working hours. The consumer states that the concerned department only works from Monday to Friday, so had to be without internet till Monday.  The consumer states that he would therefore like to cancel his services and get a full refund as he was not given a complete information about the service.
  
  We would like to inform the consumer that at the time of signup our Sales ***resentatives 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. 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 for $66.12.  After the service was activated, the consumer got the monthly internet data charged for $66.12. As per our record the consumer has used up the entire data of 100 Gb for the month.  The consumer was therefore not eligible for any refund as consumer has utilized the complete data for the month. 
  
  In regard to consumers refund request for $79.95 which the consumer paid at the time of signup.  We would like to inform the consumer that 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. 
  
  However, as an exception for the misunderstanding between the sales *** and the consumer, we have decided to provide a refund of $66.12. Please allow 3 to 5 days for this refund transaction to complete. We have also decided that once the consumer returns the router back to EarthLink,we would refund the $79.95 processing and handling fee.  For this the consumer needs to contact us after a week when he returns the router.  The account is inactive and there would be no further billing unless the consumer does not return the router.  We have also 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.  In case if consumer has a query in regard to this account, the consumer could contact me at my below contact email address.  The confirmation for this response is 625141171077. 
  
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 05/05/2025

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