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:04/24/2023

  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.

  As a paying customer for 21 years and at a time when I have paid for the full billing cycle with 17 days forward inside that cycle, I should have been able to erase my credit card information from the earthlink website before I cancelled the service. I was told that this is not possible and by the staff member who cancelled my service and by their supervisor. Question: Is this an acceptable way to address a customers' security concerns for a business that is rated A+ ?

  

  Business Response

  Date: 04/25/2023

  04/25/2023
  *****************************-BBB # ********
  EarthLink Acct #********
  Acct status:Inactive
  
  
  The consumer states that she is a paying customer for 21 years and have paid full billing cycle with 17 days remaining, The consumer states that she should have been able to erase the credit card information from EarthLink website before cancelling the service. It is mentioned that she was told it is not possible. The consumer would like to know if it is an acceptable way to address a consumers security concerns for a business that is rated A+.
  
  
  On reviewing the account we see that the service was active for Premium email. As requested the account is cancelled as of 04/24/2023. We are sorry for any confusion or misunderstanding caused. EarthLink incorporates multiple levels of security to protect our consumers information from our overall network security to Payment Card Industry (PCI)compliance. The payment information is encrypted via a secure page encryption. We also incorporate page encryption when a consumer makes purchase via our Online Store or conducts account maintenance via MyAccount. We do not hold customers credit card information in our systems. It is provided securely to Chase Paymentech at the initial sale or at the time of account updates and they provide us with a Token that is used for future billing needs. We take protection of the consumers payment methods very seriously. Therefore the information remains secure.
  
  
  The payments are collected automatically on the bill cycle date as designed by the system. When the account is cancelled, ********************** issues a confirmation number as proof of cancellation. As per the policy,EarthLink does not ***** refunds or credits for any prior use including partial use during the last month prior to cancellation. If the account is cancelled and mistakenly billed for the service then EarthLink will refund any erroneous charge upon proof of such cancellation. EarthLink service prices are based on a model that includes the use of an automated form of payment. The consumers are unable to remove the payment information using MyAccount website. In exception to our standard procedure we have made necessary arrangements to remove the card information. The current status of the account is inactive and there will be no further billing. The confirmation number for this response is 202007546.
  
  
  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: 04/26/2023

   
  Complaint: 19976129
  
  I am rejecting this response because: I do not understand that BBB would accept that customers cannot cancel a credit card themselves when there is no balance due and in the middle of a service cycle that is paid for.

  Is this not a bad practice that should result in downgrading the rating for such a business.

  Further, the right hand does not seem to be communicating with her team in ************, which handled my call. ******* from the Executive ******************** indicated that I would be sent a check for the refund of unused services.

  If that does not happen, the lack of refund of unused services should be flagged to existing and future customers, and should it not also be a reason to downgrade the rating of earthlink services?

   

  Thank you BBB for looking into this

  
  *****************************

  

  Business Response

  Date: 05/02/2023

  05/02/2023
  *****************************-BBB ID ********
  ********************** Acct # ********
  Acct status: Inactive
  
  
  The consumer states that she does not understand that customers cannot cancel a credit card information themselves when there is no balance due and in the middle of the billing cycle that is paid for. It is further stated that the Executive ******************** indicated that a check would be sent of the unused services. If this does not happen then it should be flagged to existing and future customers.
  
  
  In the previous response it was mentioned that EarthLink incorporates multiple levels of security to protect our consumers information from our overall network security to Payment Card Industry (PCI)compliance. The payment information is encrypted via a secure page encryption. EarthLink does not hold the credit card information in the system. It is provided securely to Chase Paymentech and they provide us with a token that is used for future billing needs. EarthLink prices are based on a model that includes the use of automated form of payment. The consumers can change the card information but cannot remove it. It is more a part of the standard process than an individual decision. As per the policy, EarthLink does not ***** refunds or credits for any prior use including partial use during the last month prior to cancellation. If the account is cancelled and mistakenly billed for the service then EarthLink will refund any erroneous charge upon proof of such cancellation. As customer appreciation a refund check of complete one month charge in the amount of $7.95 has been processed on 04/28/2023. Please allow 4-5 weeks for the consumer to receive the check. The current status of the account is inactive as of 04/24/2023 and there will be no further billing. The confirmation number for this response is 202026525.
  
  
  EarthLink apologizes for any misunderstanding that *** have occurred and for any inconvenience it might have caused.
  
  
  Respectfully
  
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************************************ | 30328  
  [email protected]
  
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:04/18/2023

  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.

  On April 2,2023 at approximately 2:30pm a telephone pole was hit by a drunk drive and broken into 3 pieces. *********** pge where called out to contain the situation. It was determined that the pole was telephone and internet lines so **** and medicom were then dispatched. That night pge replaced the pole and the next morning both **** and medicom were working to repair the lines. I have my internet service through EarthLink which contracts with **** to use their lines to provide services in my area so I knew my line was being worked on. Well they fixed the pole lines but not the one to my house. I continually contacted **** to get updates with no resolve so I called EarthLink on April 7th. They stated I needed to wait until **** was done with the repairs and contact them when it was completed. I finally spoke with **** on April 17th and was advised to call EarthLink and have a technician come out which was done today April 19th by a **** technician because of previous stated contract and line was reconnected to the pole from the house and I now have internet access. I then called EarthLink to have my bill adjusted only to 1) have the representative argue with me that it is scheduled for tomorrow and 2) he only has it reported since April 7th so he can only credit me from then. I requested to speak to a supervisor. When speaking to the supervisor she in turn repeated the same thing that because I had not reported to them I had no service in April 2nd I could not get credit from that date. I explained that **** was notified and it was their lines affected. The supervisor said it did not matter.

  

  Business Response

  Date: 04/19/2023

  Date:- 04/19/2023
  ************************* - BBB # ******** 
  EarthLink **** # ******** 
  **** status: Active
  

  
  In the complaint the consumer states that she had internet connection issues, as a drunkard had broken down a telephone pole on which her line was connected. The consumer states that her services were down from April 2, 2023, till April 19,2023.  The consumer has mentioned her dissatisfaction towards EarthLink as she had encountered difficulties in getting the correct compensation towards the internet downtime. The consumer in her resolution is seeking a correct compensation towards the internet downtime that she had encountered.

  
  
  We apologize for the difficulties the consumer experienced while trying to get her billing issue resolved.  EarthLink always strives for better customer experience. We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support.On reviewing the account, we see that the consumer has high speed HyperLink internet access service with EarthLink and paying $69.68 a month. In order to resolve this billing issue as a courtesy we have decided to provide a full month credit for the downtime the consumer had experienced.  This credit would be applied towards her coming billing cycle. The consumers billing cycle is the 2nd of each month.  The credit would be applied on the bill which would generate on May 2, 2023, for $69.68.  The regular bill would generate from June 2,2023, for $69.68 a month.  The confirmation number for this response is 201991327.
  
  
  

   

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

• Initial Complaint

  Date:04/13/2023

  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.

  I have reached out many times to get Earthlink to correct the billing. I received credit from *** Internet Program gave them the application number and was told it was applied multiple times. That's not the case. The *** program ID is ************. I am owed 4 months of the $30.00 credit for a total $120.00. Please credit the account ASAP. Because once again Earthlink did not complete there job by applying it to the bill in the first place. I have more than 20 texts about this with your company. FIX IT ! ********************* ************************************************** OLD NUMBER: ************ New Number: ************

  

  Business Response

  Date: 04/14/2023

  04/14/2023
  *********************-BBB # ********
  EarthLink Acct # ********
  Acct status: closing
  
  
  The consumer states that they have contacted EarthLink to correct the billing as they have received credit from ACP program. It is mentioned that the application number was given and was told that it was applied. The consumer states that they owe 4 months of $30 in the total amount of $120. The consumer is seeking a credit.
  
  
  We would like to apologize for any misunderstanding or confusion related to the account. On reviewing the account we see that the service is set up for high speed HyperLink internet access. As per the records we do not have notes of the consumer having enrolled for this program with EarthLink. The consumer needs to check out www.earthlink.net/acp and follow the steps on this page to enroll. The consumer needs to fill our the National Verifier form and get an Application ID. The consumer needs to provide the Application ID to ********************** by calling **********. An ACP expert will provide further assistance with ACP enrollment and account status.
  
  
  The customer will still be responsible for any taxes and charges above the $30 benefit. Payments on any remaining balances will need to be fulfilled or the account may get inactivated and the consumer will be de-enrolled from ACP. We see rejections on the card. The charge of $59.39 for the invoice dated 04/04/2023 was rejected and the account was set to close as of 04/15/2023. The consumer has made the payment as of 04/14/2023 and the account is currently active. We thank the consumer for the payment. We request the consumer to provide the Application ID to ********************** and enroll for ACP benefit in future ******** on the account. The confirmation number for this response is 201980019.
  
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  
  Respectfully
  
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************************************ | 30328  
  [email protected]
  
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:04/06/2023

  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 a Network Administrator for about 5 years now and know perfectly how Internet Service Providers work. I just Moved to ******, ** from ********** about 4 Months ago. I contacted EarthLink for their 80mbps Service. THE ****NICIAN THAT WENT TO MY HOUSE STATED THAT THE LINES WERE ACTIVE BUT THE LINES RUNNING UP TO THE APT WERE FAULTY AND NOT WORKING SO THE SERVICE WILL NOT BE ABLE TO BE COMPLETED. He said he was going to cancel the order and no further action was needed. About 2 Weeks later i keep getting calls and text that a technician appt was scheduled and that a tech would be out there to install the equipment. I clicked confirm appt and worked from home that day to wait for the tech. THE **** NEVER SHOWED UP. the time was from 8AM to 5 PM to be assisted. I CALLED AT 8 PM but their message stopped me from getting to a REP ******* that a Tech will be with me today. The tech never showed up, but i kept getting billed. I called about a month ago and they Tell me that the lines have been activated but a **** never gave me a modem for my internet connection. I let them know that a previous tech told me that my apt lines were faulty and they WERE NOT GOING TO BE ABLE to *************** whatsoever in the apt. So they shrugged it off by saying that there is no documentation of that and that a new tech will be having to go. I let them know that my job requires me to be at work every day a 40 minute drive and i needed for the install to be After 4 or on a Saturday they said that they will send in a tech as soon as possible. I just got another charge for SERVICE IM NOT GETTING to my card. I let them know that i need to just not get service since the tech told me its not possible but they want to charge me an ADDITIONAL 200 to break the Supposed Contract for the service i never got. I NEED THIS RESOLVED AND REFUNDED AND CANCELED ASAP.

  

  Business Response

  Date: 04/07/2023

  Date: - 04-07-2023
  ********************************************; BBB # ******** 
  EarthLink Acct # ******** 
  Acct status: Inactive
  
  In the complaint the consumer states that he had signed up for ***************** with EarthLink.  The consumer states that the installer informed him that the line running up to the apartment were faulty and not working and so the service will not be able to be completed. The consumer states that the installer informed him that the order would be cancelled and there would be no further action. The consumer states that 2 weeks later he received a text message and a call stating that the installation would be done. The consumer states that despite of it no one turned up to install the service.  The consumer states a modem was not sent to him.  The consumer states that however he was billed for the service.  The consumer has mentioned his dissatisfaction in this regard.  The consumer in the resolution would like EarthLink to cancel his service without a cancellation fee of $200 and also has requested to refund all the charges.
  
  
  We apologize for the difficulties the consumer experienced while trying to get his services install.EarthLink always strives for better customer experience. We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. On reviewing the account, we see that the consumer was offered high speed HyperLink internet access.  This type of service requires a professional installation and needs the use of high-speed modem that is installed during the technicians visit.  The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control.  
  
  We had escalated the consumers issue to our concerned team.  We have finally received a confirmation from them that the consumer service was installed but the consumer was never connected to the internet.  We apologize for all the inconvenience caused to the consumer. In order to bring this matter to close we have cancelled account as of today and it may take 7 to 10 days for the line to release.  We have also placed a request to refund all the charges which was billed to the consumer till date.  The consumer at the time of sign up was charged $39.95 for the installation.  The first internet bill was charged for $82.90 on February 3, 2023, and respectively for March and April. That is three months of total internet service that was charged is $248.70 and so the total amount with installation refund would be $288.65.The consumer could accordingly cross check with his bank statement.   Please allow up to 3 to 5 business days for this amount to be reflecting on the consumers bank statement.  Also, as a courtesy we would be waiving the Early Termination fee of $200, however incase if the consumer gets charged for it, we will accordingly be refunding this amount.  We would advise the consumer to not to dispute any of these charges with their bank as we would be refunding all these charges to the consumer.  The confirmation number for this response is 201960578.
  

  
  
  Respectfully
  ******
  EarthLink Executive Relations
  EarthLink
  ******************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly sought help from EarthLink to resolve 2 issues. First issue has involved ftp failing to work. I was promised a call back multiple times and was never contacted. Now when I use the Control Panel feature, every file I upload turns to 0 bytes after upload. I contacted EarthLink and was told once again I would be contacted. I have not even received an email from EarthLink for this latest problem as well as the ftp problem. I need these issues resolved and EarthLink is not fixing these issues.

• Initial Complaint

  Date:03/31/2023

  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 opened an account with earthlink on June of 2021 for 99 dollars plus a 10 dollar fee for the box, well behind my back throughout the service I was charged 120 for the first year and 130 for the next 9 months. Apparently they had put on a service that I had specifically asked them not to, because I wanted to pay the 110 a month and that was it. Well I hadn't realized that they did add those services on, because the money just gets automatically taken from my account so I never looked at the bills. When I finally did notice this last month I called up there today and had asked if they could work with me to credit the $210 back into my account or if they would meet me half way and pay a month of my internet. They weren't willing to work with me except giving me 10 dollars off my bill for the next 6 months. I went ahead and canceled my account but I would still like the money back or some sort of investigation into them because I'm sure it's not only me who've they done this to, in fact the gentlemen I spoke with named ***** said that's a compliant they get often...

  

  Business Response

  Date: 04/03/2023

  Date: - 04- 03-2023
  *********************** BBB # ******** 
  EarthLink Acct # ******** 
  Acct status: Inactive
  
  
  In the complaint the consumer states that he was billed for a service that, he did not agree to sign up for. The consumer states that his monthly internet bill should have been $110, however was charged $120 for the first year.  The consumer states that later for the next nine months he was charged $130 a month.  The consumer states that he contacted EarthLink to get this billing issue resolved, however he claimed that he was not provided a satisfactory compensation towards those extra charges. The consumer states that due to this,he had got his services cancelled.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We are sorry to know that the consumer had felt the need to cancel the service due to this billing dispute.  As per our records the consumer had signed up for high-speed Hyperlink internet service along with the EarthLink protect service.  The EarthLink protect service is an additional service provided to our EarthLink consumers on their request. However,there could be a possibility of a miscommunication that might have happened during the signup.  The EarthLink protect service protects the consumers computer from viruses and hackers.  ************ cost $9.95 a month and comes with a 30-day trial period. The consumer has the option to cancel this service within these 30 days trial period without getting billed any further.  Also, we would like to inform the consumer that as per EarthLink policy, all charges are considered valid unless disputed in writing within thirty (30) days of the billing date. Adjustments will not be made for charges that are more than 30 days old.  Therefore, EarthLink had declined any further credits in regard to this billing dispute.   However, in order to bring this matter to close we will make an exception to standard policy and place a refund of $100 as a courtesy.  Please allow up to 3 business days for the refund process to complete.  The confirmation number for this response is 201948268.
  
  
  Lastly in regard to the consumer disputing the price increase that was done after one year, we would like to inform consumer that EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving the reliability of our services.  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
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  *************************************

  Customer Answer

  Date: 04/03/2023

   
  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:03/31/2023

  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.

  On 3/24/23 I canceled my service with EarthLink because for the last 8 months my tv keeps freezing up and that is the only way I could watch tv. I called and canceled. The first person I talk to told me I didnt owe anything because I was canceling before my due date, she offered me another price and better Wi-Fi if I stayed, I said no because it was going on for 8 months. So she canceled my service and told me where to bring the equipment and that my service would be on until 4/3/23, I return the equipment the same day. Later that day I check my bank account and seen a charge of $120.00 from EarthLink. I never authorized a payment to them and they never said anything about it on called them right back I talked to Ms ******** she told me it was a termination fee. I told her I never was told about that and to return my money to my account, she said she couldnt help me so I spoke to supervisor Ms ******** she told me my money would be back in my account in 3 days. I looked yesterday it was not in my account, called back I didnt write his name down he was very apologetic and told me if it wasnt in there by the end of business day to call back today 3/31. I call today they said they were not giving me my money back. I filed a dispute with my bank. They should not ever take money out of someone account without their permission. I never gave permission. Case #********* Thank you *************************

  

  Business Response

  Date: 04/03/2023

  04/03/2023
  *************************- BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she cancelled the service on 03/24/2023 because for the last 8 month the ** was freezing. The consumer states that the first person she spoke to said that she did not owe anything because she was canceling before the due date and also offered better wifi and another price. The consumer states that she declined and cancelled the service. It is further stated that she returned the equipment. Later the consumer was charged $120 which she did not authorize. The consumer called back and was informed that it is the termination fee and a valid charge. The consumer is seeking a refund.
  
  On reviewing the account we see that the service was signed up for high speed HyperLink internet access. We are sorry for the technical issues faced by the consumer with the **. EarthLink provides toll free technical support to its consumers. EarthLink makes all reasonable efforts to provide high quality service with award winning support. In November 2022 the consumer had contacted regarding the increased price plan. At this time the consumer was offered a discount of $10 for 12 months and if cancelled within a year then there would be an Early Termination Fee of $120. Therefore the account was charged $120 as Early Termination Fee. As customer appreciation we are refunding the charge of $120 and closing the account with zero balance. The refund will reflect in the credit card statement in up to 3 days. We request the consumer not to dispute the charge with the bank since it is already refunded. 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:03/29/2023

  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.

  On March 13, 2023, I changed internet services to EarthLink. I was told that $84.90/per month would cover my internet needs based on our normal usage. Within a week, I was told that I was out of data. Most of that time, we didn't even have electricity due to weather conditions. When I called to complain, I was given some additional data coverage. At two weeks (March 28, 2023) the service was turned off and EarthLink demanded more money for additional service. I feel that the company has mislead me and is extorting additional funds until I can acquire a different internet provider. Their practices lack honest and integrity. I would like a full month service for my monthly fee.

  

  Business Response

  Date: 03/30/2023

  Date:- 03/30/2023
  *************************** - BBB # ********
  EarthLink Acct # ********
  Acct status: Active

  
  
  In the complaint the consumer states that they had signed up on March 13, 2023, for EarthLink Wireless internet service. The consumer states that she was offered the service for $84.90 a month stating that it would cover her needs for the month.  The consumer states that within a week her data got over and was told to purchase extra data.  The consumer states that on March 28 her services were turned off.  The consumer has therefore mentioned their dissatisfaction towards EarthLink, as they were misinformed that the internet data would work for a month as per their basic internet requirement.  The consumer in the desired resolution has requested extra data that would last for the month.  The consumer is seeking a resolution from EarthLink in this regard.
  
  
  We sincerely apologize for the miscommunication that might have happened at the time of sale. 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.  On reviewing the account, we see that the consumer had signed up for Wireless Home Internet service with data cap of 100 GB but lately upgraded to 200 GB.  The Wireless Home Internet service comes with a monthly data cap.  Once the data cap limit is over then the consumer has to purchase extra data in order to use the internet service.  We would like to apologize if the consumer was not informed about the same.  
  
  We would like to inform the consumer that data usage plan is only measured in terms of what kind of website or internet application the consumers are accessing.  The internet access is designed in such a way that once the data limit is over then the internet access speed decreases and eventually stops.  The quick data usage also depends on how many devices are using the data at the same time.  It would not be advisable to use this kind of service for gaming or high streaming of videos as they consume huge data amount.  We would request the consumer to please switch off their internet connection once they have finished using the internet service for the day. 
  
  In regard to consumer requesting additional data to use for this month, as a courtesy we will be adding 15 GB extra free data on the consumers account.  We had also arranged a call back from the concern department and we have received a confirmation that the consumers technical issue has been resolved. Incase if the consumer still has issues in regard to the service or billing, they could reach our Wireless Home Internet department at ************* between 9 am to 8 Pm. Eastern, 7 days a week.  The confirmation number for this response is SDP 502365.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  *****************************************************************************************;
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19866731
  
  I am rejecting this response because:Your company deliberately mislead me to a tune of 4x the cost and you say this was just a simple misunderstanding on the part of the sales office. I say is a come-on and you have mislead me and your company was deliberately fraudulent in your transactions!
  
  Sincerely,
  
  ***************************

   

  

  Business Response

  Date: 04/06/2023

  Date:- 04/06/2023
  *************************** - BBB Rebuttal # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the complaint the consumer states that she has rejected the response stating that it was not a miscommunication but a deliberate way of signing her up for the service.  The consumer states that its now costing her four times more than what she had signed up for.  The consumer is seeking a resolution from EarthLink in this regard.
  
  We apologize for the inconvenience caused to the consumer.  We would like to inform the consumer that data usage plan is only measured in terms of what kind of website or internet application the consumers are accessing.  Measuring data usage is a complex calculation and only after the first month of usage a consumer could get an actual idea of what plan would suit their needs.  We would like to inform the consumer that we have followed up with the sales team and appropriate action is being taken.  
  
  Please note that to save data the consumer can stop streaming when not using or not leaving it on while sleeping or away from home. Lastly, we would like to advise the consumer that if they have a high usage of data then they could check for a service with an unlimited data plan. 
  
  Incase if the consumer has any queries in regard to technical or billing, they could reach our Wireless Home Internet department at ************* between 9 am to 8 Pm.Eastern, 7 days a week.  Once again, we would like to apologize for the inconvenience caused to the consumer in this regard.  The confirmation number for this response is SDP 505910.
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19866731
  
  I am rejecting this response because: I am being charged 4x the cost that was originally quoted. I've up the money on this acct and DO NOT plan to modify my behavior to suit their business needs. P.S. I've already limited my usage during this short term interim of 3 weeks. I want the money refunded for the modem and will send it back to EarthLink. I plan to make ******* my NEW wireless provider. If EarthLink has already failed me as a consumer in this short time period; I want nothing to do with their company!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/12/2023

  Date:- 04/07/2023
  *************************** - BBB Rebuttal # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  In the complaint the consumer states that she has rejected the response stating that she was charged four times more than what she was quoted.  The consumer states that she does not plan to upgrade her services as she has already limited her usage in these three weeks.  The consumer has requested a refund against the modem and stated that she would be returning the modem back.  The consumer states that she has planned to make ******* as her new provider.  The consumer is seeking a resolution from EarthLink.
  
  We apologize for the inconvenience caused to the consumer.  We have escalated the issue to our Wireless home internet service department.  They accordingly called up the consumer and got the consumers account cancelled.  As per the consumers request we have placed a refund for $79.95 on the consumers bank account.  Please allow up to 3 to 5 business days for this refund transaction to complete. The confirmation for the refund is 1553390383.  In regard to returning the modem back, a request to send the Return Label has been placed.  Let me inform the consumer that she will have 30 days to return their router. If she fails to do so, the consumer would be billed a Non-Return Hardware fee of $200. The consumer also has the option to mail the router back by herself to EarthLink by post at this EarthLink Mail address.   EarthLink Consumer Returns C/O ******************* EarthLink Consumer Returns, ********************************************************************  The consumer can contact EarthLink on ************ (9am to 10 pm ET 7 days a week) and provide us with the tracking number.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation for this response is SDP 510751.
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | 30328 
  ****************************
  EarthLink ************** Agreement:
  ***************************************

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19866731
  
  I am rejecting this response because: This is a conditional rejection, EarthLink said that they would refund the $70 installation fee for the monitor. I will send back the equipment if I get the money back, I will say the matter is resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/27/2023

  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.

  I previously had email service through Earthlink, it was grandfathered into another company provided by ****. They changed the subscription to a fee based service. They tried to change my rate and they knocked the rate back. My bank issued a new credit card and they charged me $9.99 a month. I cancelled the service. I don&#**;t want this fee issued against my better name.

  

  Business Response

  Date: 03/30/2023

  Date: - 03-30-2023
  ********************* BBB # ******** 
  EarthLink Acct # ******** 
  Acct status: Inactive
  
  
  In the complaint the consumer states that he had an email service with EarthLink and had issues in regard to price increase. The consumer states his credit card company has issued a new credit card as EarthLink was charging $9.90 a month.   The consumer states that he has cancelled the account with EarthLink and so does not want to be billed any more.  The consumer is seeking a resolution from EarthLink in this regard.
  

  
  We are sorry to know that the consumer has cancelled his services with EarthLink.  As per our records the consumer had an email service and was getting charged $4.95 a month.  The consumers billing cycle was the 18th of each month.  The bill which got generated on January 18, 2023, for $4.95 was rejected by the consumers card.  Later another bill which got generated on February 18, 2023, for $4.95 was rejected by the consumers card and so therefore there was a total outstanding balance of $9.90.  The consumer could cross check their bank statement that we have not billed the consumer $9.90 a month.  If there is any discrepancy the consumer could contact us.  Further-more we do see that the consumers account is inactivated with an outstanding balance of $9.90 on the account.This is the final amount that the consumer has to pay to EarthLink.
  

  
  However, in order to bring this matter to close as a courtesy and also that the consumer has been with us for long time, we have decided to waive this outstanding balance of $9.90.  The consumers account is inactive and there would be no further billing on the account. The confirmation number for this response is 201938774.
  
   
  
  
  Respectfully
  
  Roiden
  EarthLink Executive Relations
  EarthLink
  **************************************************************************** | *****
  ****************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:03/24/2023

  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 had Earthlink service for 16 months. They installed the service and were supposed to return to bury the cable line. We periodically lose our service since the technician left the line hanging in trees and it gets effected by the weather. This has also caused the wires inside the cable box to become disconnected. I have called over ten times since the installation, with each phone call taking over two hours to get the repair scheduled. Someone either comes out and looks at the hanging cable line and leaves or no one shows up at all. They then close the ticket saying a tech came out and fixed the line. At this point, I want to cancel my service due to the worst customer service I have ever experienced but they locked me in a 2 year contract. All I am asking is that a tech comes to my house, buries the cable line and repairs the wires that are now completely loose inside the cable box. Besides the inconvenience of all of this, the hanging cable is a safety hazard since you can walk right into it due to its position. It's just about neck high.

  

  Business Response

  Date: 03/29/2023

  03/29/2023
  *****************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  
  The consumer states that the service was installed and the technician was supposed to return to bury the cable. The cable is left hanging in trees causing loss of connection due to weather and the cables inside the box are getting disconnected. It is further stated that someone either comes out and looks at the hanging cable and leaves or no one shows up at all. It is stated that she is locked in a two year contract. The consumer would like the technician to bury the cable line and repair the wires that are now completely loose inside the cable box.
  
  
  On reviewing the account we see that the service is active for high speed HyperLink internet access. The service is provided by EarthLink through the local vendor Brightspeed. We are sorry for the difficulties the consumer *** have experienced with the hanging cables and wires. Due to technical reasons and heavy workload the tech visit for repair is scheduled for 5th April 2023 0800-1700.Our team will be closely monitoring the ************* so that it is completed. EarthLink apologizes for any delay that *** have been caused. The confirmation number for this response is 201934281.
  
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
  
  
  Respectfully
  
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************************************ | 30328  
  [email protected]
  
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 03/30/2023

  I don't find this acceptable since I have waited for one and a half years for the line to be buried and they scheduled ** out for over 2 weeks away, after being contacted numerous times.  I also communicated that I had to physically re-attach the lines inside the cable box by twisting them together with my fingers just to continue to have service at my residence. This technique is not going to hold for very long since the wires are extremely short and barely holding on. They told me on the phone a tech was coming the next day and they never showed up.  Then they argued with my husband insisting that a tech did come out and not only re-attach the cable lines but also buried the cable. We sent them photos to prove that we were telling the truth.  I would think our case would have been prioritized.  

  

  Business Response

  Date: 04/06/2023

  04/06/2023
  *****************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that the cable burying issue is going on for one and a half years and the tech is scheduled two weeks away. It is stated that she was told the techs are coming next day but they never showed up. The consumer states that this is not acceptable. She states that she had to physically re-attach the lines to have service at her residence. The consumer states that her case should have been prioritized.
  
  We sincerely apologize for the inconvenience caused. In the previous response it was stated that the service is provided by EarthLink through the local vendor Brightspeed. We are sorry for the difficulties the consumer *** have experienced with the hanging cables and wires. As scheduled the technician visited the location. However, due to the complexity of the matter it has been further escalated to a contractor to get it fixed. The date assigned is 04/19/2023. EarthLink makes all reasonable efforts to resolve the basic technical problems of its consumers. However, our technical advice and suggestions *** not resolve some hardware or software errors or problems that *** not be correctable or are extremely difficult to resolve. In certain circumstances, it *** be necessary to refer to the vendor for technical support of their products. Our team will continue to monitor this process. EarthLink is committed to recognizing the inconvenience caused. As customer appreciation we are processing a credit of one month charge in the total amount of $69.37. The credit would be adjusted in the next invoice. We would like to apologize for any delay and appreciate the patience shown. The confirmation number for this response is 201952428.  Please accept our apologies.
  
  Respectfully
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************************************ | 30328  
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19849351
  
  I am rejecting this response because: We were home all day and a technician never came to our residence.  Along with burying the cable, which has taken over a hear and a half, it was stated that the wires were disconnected inside the cable box and needed to be repaired. Had a tech come out yesterday, as scheduled, this could have easily been completed, which just confirms that our request has been ignored once again. Also, we have explained what needs to be done regarding burying the cables and numerous techs have come to evaluate the job previously, so they're already aware of what's involved; Yet no one comes back to follow up and do the work. They continually assure us that someone will come to complete the job and keep putting us on the schedule and no one comes. My husband actually called Earthlink yesterday and the representative told him that they didn't come to our house because they were running behind.  They were supposed to call him back today and we still haven't heard from them.  So, now this leads me to believe that they are just outright lying.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/07/2023

  04/07/2023
  *****************-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  
  The consumer states that she is rejecting the response because they were at home and the technician never came. Along with burying the cable which has taken over a year and a half the wires were disconnected inside the cable box. If the tech had come as scheduled then this would have been completed. The consumer states that her request has been ignored once again.
  
  
  In the previous response it was stated that the service is provided by EarthLink through the local vendor Brightspeed. As scheduled the technician visited the location. However, due to the complexity of the matter it was further escalated to a contractor. The date assigned is 04/19/2023.EarthLink makes all reasonable efforts to resolve the basic technical problems of its consumers. However, our technical advice and suggestions *** not resolve some hardware or software errors or problems that *** not be correctable or are extremely difficult to resolve. In certain circumstances, it *** be necessary to refer to the vendor for technical support of their products. Our team will continue to monitor this process. As customer appreciation a credit of one month charge in the total amount of $69.37 has been applied.The credit would be adjusted in the next invoice. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our services. The consumer has brought nothing new to the complaint.  The confirmation number for this response is 201961234.
  
  
  Respectfully
  
  
  *******************
  EarthLink Executive Relations
  EarthLink
  ************************************************************ | 30328  
  [email protected]
  
  
  Online Internet Service Agreement:
  *************************************