Complaints

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

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  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  One Communications

  5727 old Boonville hwy Evansville, IN 47715

• 

  ITC Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

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:07/13/2023

  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.

  Earthlink is engaging with deceptive sales practices. On july 8th, I signed up for earthlink's 45mbps service but during appointment, **** technician came up saying, it will be **** not earthling. I did not sign up for **** and nothing has been told until day of appt.Requesting 69.99$ initiation fee refunded and waive any cancellation.I am also requesting damage of 5000$ for wasted effort in signing up effort involved.

  

  Business Response

  Date: 07/14/2023

  Date: -07-14-2023
  ***************************** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  In the complaint, the consumer states that EarthLink is engaging in deceptive sales practices. The consumer states that he had signed up for EarthLink services. But during the appointment, the AT&T technician informed him that the service will be of AT&T, not EarthLink.  The consumer states that he did not agree to sign up with AT&T and so, therefore,requested to cancel his services without a cancellation fee. The consumer has requested a refund of the installation fee that he paid to EarthLink.  The consumer has also requested compensation for the wasted effort in signing up with EarthLink.
  
  We apologize to the consumer for the miscommunication that had happened between him 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. We are sorry that the consumer felt the need to cancel the service. We do see that the consumer contacted EarthLink on July 13,2023, and accordingly, the consumers account has been canceled. The consumer is not liable to pay the cancellation fee as the service was never installed.We have also refunded the installation fee of $79.95.  Please allow up to 3 business days for this refund transaction to complete.  The confirmation number for this response is 202231634.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328
  ****************************
  EarthLink ************** Agreement:
  *************************************

• Initial Complaint

  Date:07/10/2023

  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 have been an Earthlink webmail customer for more than ************************************************************************************************** with malicious emails demanding payment for some fictitious elicit activities. I cannot block the address because they are sending it to my email address from my email address. I first reported it to Earthlink in Oct. 2022 and it is now July 2023 and the problem has only escalated. With each phone call to their support desk they say they are "escalating" the issue but I never hear back and the issues just keep getting more serious.

  

  Business Response

  Date: 07/11/2023

  Date: - 07-11-2023
  ***************************** BBB # ******** 
  EarthLink Webhosting Acct # *******
  Acct status: Active
  
  In the complaint, the consumer states that she has been an EarthLink customer for more than 20 years.  The consumer states that last year her email address was hijacked by scammers who are inundating her with malicious emails demanding payment for some fictitious elicit activities. The consumer states that she had contacted EarthLink however her issue still remained unresolved. The consumer has therefore requested EarthLink to look into this matter.
  
  We apologize for all the inconvenience caused to the consumer and the issue was accordingly escalated to our Webhosting tier3 tech.  The Webhosting tier3 tech then escalated this issue to the concerned investigation department.  We have received a confirmation from the concerned department that the consumers issue has been resolved.   They have also sent an email to the consumer informing them that the issue has been resolved.  In case the consumer still faces the issue in the near future they could directly contact the concerned department via the same email.  
  
  We would advise the consumer to run a full Anti-virus/Anti-Malware scan with the latest updates on all the PCs/Network Devices to verify no infections are installed.  Additional information on this extortion campaign can be located at **************************************************************************************** *****************************************************************************************************; Do not use the previous passwords.  It is important to change the password again after running an anti-virus scan even if the customer has just changed their password.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.  In case the consumer has any technical or billing issues they could contact our ********************* directly at *************. Their working hours are Monday to Friday between 10 am to 6 pm EST.   The confirmation number for this response is 202221484.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ************************************************************************************
  ****************************
  EarthLink ************** Agreement:
  *************************************

• Initial Complaint

  Date:07/09/2023

  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.

   
  Complaint: 20294874
  
  I am rejecting this response because Im still being charged for services o was told when starting services I could change my services but instead I was told I can not, I said I was on a budget and I receive the *** program I want a lower package that I can afford When I signed up there where other packages when I called I was told no that I can not change my package that was also discussed when I was told I signed a two year contract! So there is no two year contract why would I be told that? To scare me so I keep paying and I dont cancel the services, I was charged $60.00 you refund me $21.00 and you took the *** payment of $30.00 
  
  Sincerely,
  
  ************************* charging me! They refuse to down grade my services so I can afford it but they refuse to send a copy of the two year agreement that is now a one year agreement! I have never been so up set with a company in ny life for how Im treated and lied to and for customer service to threaten me and lie to me! I am looking for another provider and I will be contacting the *** program! You cant charge for services that are not being used and you cant lie about a legal contract that was never signed! Im so unhappy! I dont recommend EarthLink I want the contract I signed the two year contract and the one year contract! I am going to speak with an attorney threatening me and lieing to me cant be legal refusing to change my services and taking payment for services not being given and taking payment from a government program cant be legal

  

  Business Response

  Date: 07/10/2023

  07/10/2023
  *************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she had service for 3 months. Each month she was overcharged for extra service and had to call and remove it. It is mentioned that a refund for the extra services was refused. The consumer states that she is on ACP program so she is on a budget. The consumer states that she was signed for a two year contract and when requested it was refused to be sent to her. The consumer states that she was threatened with $400 if she closes the service. The consumer contacted next day and she was informed that the contract is for one year.  The consumer states that she is looking for another provider as she was charged for the service that was not being used and a lie about the legal contract that was never signed. The consumer wants a copy of the contract.
  
  We would like to apologize for any confusion or misunderstandings related to the account. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. The extra service was Easy Tech and Norton Security Program. The services are added upon approval from the consumers. The consumer gets 30 days free to try the service. If cancelled within 30 days then there is no additional charge. The billing process is automated and the charges get applied on the bill cycle date. EarthLink does not track usage and there is no way of knowing that the service was not used. As customer appreciation we are refunding the charge applied for Easy Tech and Norton Security program in the total amount of $21.94. The refund will reflect in the credit card statement in up to 3 days.
  
  The service is under a term commitment of one year. As per the policy,if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. The agreement copy is sent to the consumers via email. A copy of the agreement is available to all the consumers online at www.earthlink.net/tcs. There is no signed document of the agreement. The consumer agrees to be bound by the online service agreement by establishing an account and using the service. The current status of the account is active. We would like to assure all our consumers that EarthLink always strives for better customer experience. The confirmation number for this response is 202219926.
  
  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:
  *************************************

  

  Business Response

  Date: 07/12/2023

  07/12/2023
  *************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the rebuttal the consumer states that she is rejecting the offer because she is being charged for the service and was told when she signed up that she could change the service but cannot. The consumer states that she is on a budget and received the *** program benefit. The consumer wants a lower package so that she can afford. It is further stated that she was told it is a two year contract and there is no two year contract then why she was told that. The consumer states that she was charged $60 and was refunded $21 and *** payment of $30 was taken.
  
  In the previous response it was stated that the service is active for high speed HyperLink internet access. The added service was Easy Tech and Norton Security Program with 30 days free trial. As customer appreciation the charge for Easy Tech and Norton Security Program in the total amount of $21.94 was refunded.
  
  The service is under a term commitment of one year. We apologize for any miscommunication or misunderstanding that *** have happened. A copy of the agreement is available to all the consumers online at www.earthlink.net/tcs. As per the policy,EarthLink Internet Services are not available in all areas and EarthLink cannot guarantee that the Service can be provisioned to your address, even if it has accepted your order. Because of the complex nature of Service, availability and the underlying infrastructure, it *** not be possible to provide the Service to everyone. Unfortunately,we do not see the availability to downgrade the service at this location.
  
  After installation the billing began from 05/09/2023. The charge was $39.16 with *** benefit of $30. The next invoice charge generated on 06/09/2023 was $61.10. Out of this the value added service charge of $21.94 for Easy Tech and Norton Security Program was refunded. The remainder charge was $54.95 for internet service, $12.95 for the equipment, and tax of $2.70. The effective charge was $39.16 after *** benefit of $30. In an effort to resolve this issue we are processing a credit of $10 per month for the next ten months. Regular billing will resume once the credit expires. EarthLink makes all reasonable efforts to provide high quality service with award winning support. We are sorry for the negative impact and would like to assure all our consumers that we take feedback like this positively and would ******** positively to help improve our staff and services. The confirmation number for this response is 202225873.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  980 ******************** | *******, ** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 07/12/2023

   
  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:07/06/2023

  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.

   
  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,
  
  ***********************************

  

  Business Response

  Date: 07/07/2023

  Date:- 07-07-2023
  *********************************** - BBB # ******** 
  EarthLink Acct # ********
  Acct Status: Inactive
  
  In the complaint, the consumer states that they got their services canceled as EarthLinks internet service was not reliable. The consumer states that they had issues in getting their internet service reinstated in time and so,therefore, switched their services to another internet provider.  The consumer states that this is the reason they were disputing the cancelation fee of $175 which EarthLink had charged after they had inactivated the account. The consumer has also requested compensation for the internet downtime. The consumer is seeking a resolution from EarthLink in this regard. 
  
  We apologize for the technical difficulties the consumer experienced with the service. EarthLink always strives for a better customer experience. We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high-quality service. In regard to the downtime which the consumer was facing, we did offer the downtime credit which would be adjusted in the next coming bill.  However, the consumer declined that offer.  According to EarthLink records since the time of signup, the consumer had called up in the month of April for a speed upgrade and then directly called up this month for an internet issue. As per EarthLink policy, EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. The Service may vary depending on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink . 
  
  As per the consumers issue, our technical team escalated this to our vendor back-end team. We did offer the soonest available tech dispatched that was available for July 7, 2023, between 4 pm to 8 pm EST. However, the consumer declined this tech visit and got the services canceled on July 6, 2023. We would like to inform the consumer that the ***************** comes with a term commitment of one year. As per the policy, if the account gets canceled or inactivated within the first year of service, the consumer is liable to pay an Early Termination Fee of up to $200. On reviewing our records, the consumers account was inactivated as per the consumers request placed on July 6, 2023,despite the account still being under a one-year commitment. Therefore, the consumer was billed $175 for the remaining term commitment and so the amount billed to the consumer is a legitimate bill. However, as a courtesy and in order to bring this matter to a close we are placing a refund of $75 which may include taxes.  Please allow up to 3 business days for this refund transaction to reflect on the consumers bank account.  The account is inactive with zero balance and there would be no further billing. The confirmation number for this response is 202211484.
  
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:07/05/2023

  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.

  On May 13th I ordered internet service from EarthLink. Paid $75-$80 on same date. As of today 7-5-2023 I still have NO INTERNET!!!! I've have called twice to cancel and get money back. Both times insured that I would have it at next installation date. Both times technician couldn't do his job because there is no box in my alley. Was told on July 5th I would have everything needed and hooked up. I called today and installation date changed again to July 11th. I'm done and want money back.

  

  Business Response

  Date: 07/06/2023

  07/06/2023
  *************************-BBB # ********
  EarthLink Acct #********
  Acct status:Inactive
  
  The consumer states that she ordered internet service on 05/13/2023 and paid $75-$80 on the same day. It is mentioned that as of today there is still no internet access. It is further stated that she called twice to cancel and get the money back. It is mentioned that both times the technician was not able to do the job as there is no box in the alley. The consumer states that she called today and the installation date changed to 07/11/2023. The consumer wants to cancel and get the money back.
  
  We would like to apologize for any inconvenience caused. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The initial payment at sign up is the activation fee and must be paid before the equipment is sent to the consumers home. Initially the installation was scheduled for 05/18/2023 but the consumer contacted and wanted to reschedule to get a later time slot. The technicians have also reported no access due to which the installation could not be completed. We are sorry to know that the consumer would like to cancel the account. As requested we are inactivating the service as of 07/06/2023. The installation fee of $79.95 has been refunded. The refund will reflect in the credit card statement in up to 3 days. The current status of the account is inactive and there will be no further billing. The confirmation number for this response is 202209716.
  
  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:06/26/2023

  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 is calling to demand that payment be made 1 month ahead of the scheduled due date of my payment each month. According to their billing, the due date is the 15th of next month. Like this, they called today to threaten to shut off my internet by the 29th if I do not pay it by that date. But interestingly, their system shows a due date of 15 Feb ****. So, therefore, why are they threatening people when the bill is not due until next month and why are they even billing a month ahead? All my other bills come in 2 weeks before the due date including ALL my utility bills. The only bill that comes in exactly one month before the due date is EARTHLINK. Because the end of the month is two weeks from the due date that is when I pay the bill.

  

  Business Response

  Date: 06/27/2023

  Date:- 06-27-2023
  *********************** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  In the complaint, the consumer states that EarthLink is charging him one month ahead.  The consumer states that the last payment made by him was on June 14, 2023. The consumer states that however, EarthLink is threatening him that his services would be shut down on June 29, 2023. The consumer is seeking a resolution from EarthLink in this regard.
  
  On reviewing the account, we see that the service was signed up for high-speed HyperLink internet service. As per EarthLink policy, once the service is installed, the consumer gets charged for their internet services in advance. So,when a consumer signs up for a new ****************** the consumer initially gets charged towards installation fee of $79.95 which may include taxes.  This amount is paid to the installer to personally visit the consumers premises to install their services. Once the installation is completed then the consumer is charged for the internet service. Also, in the welcome letter sent via email, the consumers are informed about getting charged in advance for the internet service.  This advance payment policy is levied on all EarthLink customers.
  
  We would like to inform the consumer that the internet monthly bills are charged once a month depending on their billing cycle date.  The consumers billing cycle is the 17th of each month and so every month the consumer would be billed on this date.   As per our records, the last payment that we received was on May 19, 2023.  The bill which got generated on May 17, 2023, was paid to EarthLink on May 19, 2023, for $70.55.  According to our records, we have not received any payment made on June 14, 2023.  We would request the consumer to kindly check their bank statement.  In case the consumer has verified with their financial institution that the payment was made to EarthLink on June 14, 2023, for $70.55, then the consumer needs to fax us a copy of their bank statement to EarthLink at ************ to cross-verify the transaction. We would then accordingly make the adjustment on their EarthLink account, once the transaction is verified by our concerned department. 
  
  As per our records, the bill which got generated on June 17, 2023, for $70.55 has not been paid till date.  Due to this,there is an outstanding balance of $70.55 on the account and the account is in closing for June 29, 2023.   We would like to inform the consumer that the EarthLink system is designed in such a way that after the grace ****** of making a payment gets over the account gets inactivated automatically.  This programmed system is followed by all EarthLink consumers.  We would advise the consumer to make the balance payment of the internet service on time to avoid any service interruption and billing charges.  For now, we have extended the closing date from June 29, 2023, to July 5, 2023. We would request the consumer kindly make the payment before the closing date to avoid any service interruption.  We appreciate the consumers business, and we will continue to serve the consumer.The confirmation for this response is 202183411.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  

  Business Response

  Date: 01/30/2024

  Date: - 01-30-2024
  *********************** BBB # ********
  EarthLink Acct # ********
  Acct status:  Active
  
  In the complaint, the consumer states that EarthLink is charging him one month ahead.  The consumer states that the last payment made by him was on June 14, 2023.  The consumer states that however, EarthLink is threatening him that his services will be shut down on June 29, 2023.  The consumer is seeking a resolution from EarthLink in this regard.
  
  On reviewing the account, we see that this complaint was already been resolved in June 2023.  In the response, we mentioned that the service was signed up for high-speed HyperLink internet service. As per EarthLink policy, once the service is installed, the consumer gets charged for their internet services in advance. So,when a consumer signs up for a new ****************** the consumer initially gets charged towards installation fee of $79.95 which may include taxes.  This amount is paid to the installer to personally visit the consumers premises to install their services. Once the installation is completed then the consumer is charged for the internet service. Also, in the welcome letter sent via email, the consumers are informed about getting charged in advance for the internet service.  This advance payment policy is levied on all EarthLink customers.
  
  We would like to inform the consumer that the internet monthly bills are charged once a month depending on their billing cycle date.  The consumers billing cycle is the 17th of each month, so every month the consumer would be billed on this date.   As per our records, the last payment that we received was on May 19, 2023.  The bill,which was generated on May 17, 2023, was paid to EarthLink on May 19, 2023, for $70.55.  According to our records, we have not received any payment made on June 14, 2023.  We would request the consumer to kindly check their bank statement.  In case the consumer has verified with their financial institution that the payment was made to EarthLink on June 14, 2023, for $70.55, then the consumer needs to fax us a copy of their bank statement to EarthLink at ************ to cross-verify the transaction. We would then accordingly adjust their EarthLink account, once the transaction is verified by our concerned department. 
  
  As per our records, the bill which got generated on June 17, 2023, for $70.55 has not been paid to date. Due to this, there is an outstanding balance of $70.55 on the account and the account is in closing for June 29, 2023.  We would like to inform the consumer that the EarthLink system is designed in such a way that after the grace ****** of making a payment is over the account gets inactivated automatically.  This programmed system is followed by all EarthLink consumers.  We would advise the consumer to make the balance payment for the internet service on time to avoid any service interruption and billing charges. For now, we have extended the closing date from June 29, 2023, to July 5, 2023. We would request the consumer kindly make the payment before the closing date to avoid any service interruption. 
  
  We do see after this response was sent; we received the payment from the consumer on June 27, 2023. Accordingly, the account was current and active.  If the consumer still has any queries in regard to billing, he could contact our customer support at ************** or contact our live chat on this link *********************************************************** hours of operation are Sunday to Saturday between 10 am to 6 pm EST.  We appreciate the consumers business, and we will continue to serve the consumer. The confirmation for this response is 202740882.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ***************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 20241272
  
  I am rejecting this response because:

  Since they claim that the Bill is the 17th of each month which means that I have that have at least 2 weeks before the payment is due. Therefore Earthlink is LYING!!!!!!!!! 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/21/2023

  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.

  My domain, stationreporter.net is registered with earthlink. on 6/14/2023 I sent therm em my check for25.00 to keep my domain. They are calling daily.

  

  Business Response

  Date: 06/22/2023

  Date: - 06/22/2023
  ******************************* BBB # ******** 
  EarthLink Acct # *******
  Acct status: Inactive
  
  
  In the complaint, the consumer states that the domain stationreporter.net is registered with EarthLink.  The consumer states that on 6/14/2023 she had sent a check to EarthLink in the amount of $25 towards the domain payment. The consumer states that despite it she is getting calls every day from EarthLink for a payment due reminder. The consumer wishes to give up her ownership of the domain stationreporter.net.  The consumer states that she is aware that someone might claim this domain.  The consumer has requested EarthLink to stop calling her in regard to payment reminders.
  
  We apologize for all the inconvenience caused to the consumer. As per our records,we have received the consumers check and the payment has been updated on our system on June 21, 2023, for $25.  We would like to inform the consumer that it takes up to 10 days for the check to be updated on our EarthLink account. Therefore, the consumer was receiving a payment-due reminder call from EarthLink.
  
  In regard to the cancellation request placed by the consumer, we are sorry to know that the consumer, wishes to cancel her domain account.   We accordingly escalated this issue to our domain department.  The domain department tried to reach the consumer via phone but was not able to reach the consumer.  So therefore, the account has been inactivated today as per the consumers request.  As a courtesy we have placed a check refund of $25 and the consumer should receive the check within 21 days.  The account is inactive and there would be no further billing. Please accept our apologies for any inconvenience that *** have been caused in bringing this matter to a close.  The confirmation number for this response is 202169589.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/21/2023

  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.

  We moved into our new home this past Friday 06/16/2023. I contacted earth link before this and they had sent the router to our new home. I still do not have internet service and had to switch to ******** They said a tower was down and I was passed around to multiple people. The man I spoke to was so rude that the people installing our security camera commented on how rude the man was. I am a fully 100 percent disable combat veteran. We have four children and we are now out almost 200 dollars because they said we used half or out data.... we never had internet. I will be telling every person I know they are not military friendly. This has been the most DISGUSTING EXPERIENCE I have ever had with a company and that is saying something. My wife will be posting this to all of her social media as well.

  

  Business Response

  Date: 06/23/2023

  06/23/2023
  ***********************-BBB #********
  EarthLink Acct # ********
  Acct status:Inactive
  
  The consumer states that they moved to a new home on 06/16/2023. He contacted EarthLink and they sent a router to the new home. The consumer states that they still do not have internet service and had to switch to Comcast.The consumer states that they are almost $200 out as they were told they used half of the data. The consumer states that he is fully 100 percent disable combat veteran and the customer service was very rude. The consumer is seeking a refund.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet. We are sorry to know that the service was cancelled due to technical issues and no internet. As stated by the technical team there was an issue with the signal strength. Our technical team has contacted the consumer but since the consumer decided to cancel the account necessary action was taken. The account is inactive as of 06/23/2023. A refund of $79.95 and $100.95 has been requested for this account. A return label has been sent to get back the device. The router must be returned within 30 days to avoid unreturned hardware fee of $200. A complete refund will be applied after the router has been returned. The confirmation number for this response is SDP 544606.
  
  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. 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
  980 ******************** | *******, ** | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:06/19/2023

  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 contacted earthlink informing them of death of user and they refunded the balance at the time and told me the account was clossed. Now i just got a bill from them , The customer service person was able to get into the account, How ever they transfer to another department which was unable to get in to his account. Account ************* Account name ********************* . I need the account closed

  

  Business Response

  Date: 06/20/2023

  Date:- 06/20/2023
  ********************* BBB # ******** 
  EarthLink Acct # ******* 
  Acct status: Inactive
  
  In the complaint, the consumer states that they had previously canceled the account as the owner of the account was deceased.  The consumer states despite it they received a bill.  The consumer has mentioned his difficulties trying to get this issue resolved. The consumer in the resolution would like EarthLink to close this account with no further bills.
  
  We apologize for the inconvenience caused to the consumer in this regard.  As per our records, the consumer called up yesterday June 19, 2023, and accordingly, the billing issue was resolved.  The account has been canceled and we assure the consumer that there would be no further billing on the account. Please accept our apologies for any inconvenience that *** have been caused in bringing this matter to a close.  The confirmation number for this response is 202162609.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:06/16/2023

  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.

  On Monday June 12th I set up services with EarthLink by Friday June 16th I was out of data and they're refusing to give me a refund I am demanding a refund for at least my activation fee I feel like I've been ripped off and this is

  

  Business Response

  Date: 06/16/2023

  06/16/2023
  ***************************-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she set up the service on 06/12/2023 and was out of data on 06/16/2023. The consumer is seeking a refund.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. We are sorry to know that the consumer cancelled the account. When the consumer contacted EarthLink she mentioned that she has used the service to watch TV with a Fire Stick. The consumer was explained that the data was consumed due to video transmission. The consumer was informed that the refunds are not granted for used data.The consumer has been sent a return label via email to return the router. The consumer must return the router within 30 days of cancelling to avoid unreturned hardware fee of $200. The current status of the account is inactive as of 06/16/2023. The confirmation number for this response is SDP 543404.
  
  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:
  *************************************