Complaints

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

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• 

  Earthlink, LLC

  980 Hammond Dr Suite 400 Atlanta, GA 30328-6161

  
• 

  Deltacom

  7021-C Albert Pick Rd. Greensboro, NC 27409

• 

  Earthlink, LLC

  5 Wall St Burlington, MA 01803

• 

  Earthlink Inc

  650 Smithfield St Fl 8 Pittsburgh, PA 15222

• 

  EarthLink Business Solutions

  124 W Tombigbee St Florence, AL 35630-5422

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 29, 2025 I tried to get a contact telephone # for Xfinity. I found what I thought was a valid website and called the #. The website said it was a xfinity customer service telephone #. I called and got a man that sounded Indian and had trouble understanding me. I called because I needed to change billing info for my auto payment. He took down my credit card # and the security code. Then he kept trying to tell me that he was glad I called because he had a great offer that would cost me less. I became suspicious and told him I wanted to keep my Xfinity plan exactly the same and I wasn't interested. I hung up and checked my **************** card and sure enough, Earthlink had taken out $83.95. I am filing a dispute with them now. Today, (May 1st) I received a box from earthlink. I haven''t opened it. I do not want it and I never agreed to buying anything from them.

  

  Business Response

  Date: 05/02/2025

  05/02/2025
  ***** ******* BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that on 04/29/2025 she tried to get a contact telephone for Xfinity and called the number because she needed to change the billing info for auto payment. The representative took the card number and the security code. It is mentioned that the representative said he had a great offer that would cost less but she wanted to keep the Xfinity plan. It is further stated that she checked the Amex card and EarthLink had charged $83.95. The consumer states that she is filing a dispute. The consumer has received the box from EarthLink but has not opened it and does not want it. The consumer is disputing an amount of $83.95.
  
  We would like to apologize for any confusion or misunderstanding that may have happened at the point of sale. Xfinity is a business partner of EarthLink. On reviewing the account we see that the service was set up for Wireless Home Internet. The initial payment at sign up is the processing and handling fee and must be paid before the equipment is sent to the consumers house. This is a non-refundable fee. To start the service the consumer must pay the first month invoice in advance. We are sorry to know that the consumer decided to cancel the account. As per the records the account is inactive as of 05/02/2025. A return label has been sent. The consumer must use the return label to send back the device within 30 days of inactivation to avoid unreturned hardware fee of $400. Based on the situation the amount of $83.95 has been refunded. The refund will reflect in the credit card statement in up to three days. A complete refund has been processed. We request the consumer to not dispute the charge with the bank and allow the refund process to complete. 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:
  *************************************

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23275333
  
  I am rejecting this response because: Earthlink has not sent me a return label and I have not seen my refund.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/05/2025

  05/05/2025
  ***** ******* BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she is rejecting the response because she has not received the return label and has not seen the refund.
  
  In the previous response it was stated that the service was set up for Wireless Home Internet. The consumer did not want the service. As requested the account was inactivated. A return label was sent and a refund of $83.95 was processed. We see that the return label has been delivered to the email address on file. We request the consumer to check the spam/junk folder for the return label. We have also sent a return label to the email address *********************** The refund of $83.95 was processed and it will show in the bank statement in up to three business days. The consumer needs to check with the bank for the refund. We appreciate the patience shown. The confirmation number for this response is 625140964884.
  
  EarthLink apologizes for any misunderstanding that may have occurred and for any inconvenience it might have caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************
  
  

• Initial Complaint

  Date:05/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/8/25 internet service was installed. After help from the company with identifying an inaccurately labeled password for "connecting" the service; the service was activated. By the next day, whenever the TV was turned on a notification of "Not connected" would display. We called for assistance again and was told to disconnect the modem from the electrical outlet; then reconnect. We did that and that worked BUT...only for a short while. For days thereafter, the same thing happened. We were regularly having to "connect & reconnect" the modem from the power source. This is NOT "the service" we believed we'd purchased. On 4-28-25, JUST 20 days after installation and several attempts at "fixing" the problem, we canceled the...NEVER WORKING EFFECTIVELY... service and were charged $184.00+ (in addition to the initial pre-installation charges that had already been paid to Earthlink!? We're requesting to have (at least) our $185 refunded.

  

  Business Response

  Date: 05/02/2025

  Date: - 05-02-2025
  ** ******* BBB # ********
  EarthLink Acct # ******** 
  Acct status:  Inactive
  
  
  In the complaint, the consumer states that their TV never worked with EarthLink internet connection.  The consumer states that they tried resolving it but remained unresolved.  The consumer states that they therefore got their services canceled.  The consumer states that they were however charged the cancelation fee of $184.15 for canceling the EarthLink services.  The consumer in the resolution would like EarthLink to at least refund the cancelation fee, as their TV connection issue was never resolved.
  
  We apologize for the inconveniences caused to the consumer in regard to technical issue related to her TV connection.The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. The Internet Service depends on location, line quality, inside wiring,Internet traffic, and other factors beyond the control of EarthLink .  We are sorry to know that the consumer disconnected their services due to technical issue. We would like to inform the consumer that the ***************** comes with a one-year contract with an Early Termination fee up to $200.   The EarthLink policy states, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our ********* customers. Since the ***************** comes with a contract and the consumer wishes to cancel the service within the contract.  The consumer would be liable to pay the Early Termination Fee.  Therefore, the consumer was charged $184.15 as Early Termination fee.
  
  However, as an exception to the standard policy, as per the consumers request, we have decided to refund the cancelation of $184.15. The amount is divided into two refund transaction, $175 and $9.15 which totals to $184.15. Please allow up to 3 to 5 business days for this refund transaction to complete. The account is inactive, and it takes 7 to 10 days for the line to be released from the date of inactivation of the account. We would like to inform the consumer that she will have 30 days to return the router.If fail to do so, the consumer will be billed a Non-Return Hardware fee. The confirmation number for this response is *********. In case if consumer has a query in regard to this account, the consumer could contact me at my below contact email address.
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by EarthLink I would receive a refund of $429 upon return of their equipment. I returned the equipment. Despite the tracking information confirming EarthLinks receipt of their property, I have not been refunded my money. I have been getting the same run-around and evasive responses from them regarding my refund, for several weeks now. They continue to evade my texts and calls and have not refunded my money to date. Please help!

  

  Business Response

  Date: 05/22/2025

  05/22/2025
  ***** ******-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that she was told by EarthLink that she would receive a refund of $429 upon return of the equipment. It is stated that she has returned the equipment and has tracking information confirming it. It is further stated that she is getting evasive responses and has not received the refund. The consumer is seeking a refund.
  
  On reviewing the account we see that the service was set up for Wireless Home Internet service. As requested the account was inactivated as of 11/21/2024. The account has been refunded $429 as of 05/14/2025. It takes up to three days for the refund to reflect in the credit card statement. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is ************.
  
  We apologize for any inconvenience that may have been caused to the consumer while dealing with this issue.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  People PC's has sent me a defective monitor and won't do anything about it. The bluetooth feature isn't working and instead of them offering to do something about it they told me to buy a bluetooth adapter.

  

  Business Response

  Date: 04/30/2025

  04/30/2025
  ****** *****-BBB # ********
  EarthLink Acct #: None
  
  In the complaint it is stated that People PCs has sent a defective monitor and the blue tooth feature is not working. It is stated that instead of offering to do something they told to buy a bluetooth adaptor. The complainant is seeking a replacement.
  
  On reviewing the database we are unable to find an account for this consumer. EarthLink is an internet service provider and does not sell or provide monitors. This is not an EarthLink product. We request the complainant to contact the vendor for technical support of their products. The confirmation number for this response is ************.
  
  Please accept our sincere apology for any inconvenience this has caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23265381
  
  I am rejecting this response because: the original complaint was supposed to be against People PCs not earthlink.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/01/2025

  05/01/2025
  ****** *****-BBB # ********
  EarthLink Acct #: None
  
  In the rebuttal it is stated that the response is being rejected because the original complaint was supposed to be against People PCs and not EarthLink.
  
  In the previous response it was stated that we do not have any account registered in our system by the name address and phone number provided. PeoplePC was an internet service provider which is owned by EarthLink. EarthLink offers a variety of internet services, from fiber internet to satellite internet to wireless home internet. Both PeoplePC and EarthLink does not sell or provide monitors. We request the complainant to contact the vendor from where they have received the monitor for further assistance.PeoplePC is not People PCs. We are sorry for any confusion or misunderstanding caused. The confirmation number for this response is 624899211240.
  
  Please accept our apologies for any inconvenience caused.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 05/01/2025

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

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased internet service from Earthlink. I was told this will be fiberoptic and would be a direct connection. They said it would be much faster then my current cable company. The service was connected on 4/21. The wi-fi did not work in the house. I called back on 4/22 and they said they will send a signal extender. It took a few more days for that to arrive. I hooked that up and my download speed was less that half of what is was with the cable company. I called back on Friday 4/25 and asked to cancel the service. It is not working as I was told it would. They said they were going to charge me a $200.00 cancel fee. I am only cancelling because it does not work. They sold me service that does not work. I have spent several hours of my time trying to fix this. This is horrendous customer service. I want everything that I have paid refunded to me. The can send a call tag for their router and extender and I will return their items.

  

  Business Response

  Date: 04/30/2025

  Date: - 04-30-2025
  ******** **** BBB # ******** 
  EarthLink Acct # ********
  Acct status:  Inactive
  
  
  In the complaint, the consumer has mentioned her dissatisfaction with EarthLink in regard to speed issue.  The consumer states that despite of working with EarthLink technicians, her issue remained unresolved. The consumer states that she therefore requested to cancel the service and she was informed that there would be a charge of $200 as cancelation fee. The consumer has therefore requested EarthLink to look into this matter and refund the entire amount as she did not get the expected speed that she was promised. The consumer has requested a shipping label from EarthLink to return the router and extender.
  
  
  We apologize for the inconveniences caused to the consumer in regard to speed issue. The complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control.  The Internet Service depends on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink .  We are sorry to know that the consumer disconnected their services due to speed issue. We would like to inform the consumer that the ***************** comes with a one-year contract with an Early Termination fee up to $200.   The EarthLink policy states, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee. This term commitment is applicable to all our ********* customers. Since the ***************** comes with a contract and the consumer wishes to cancel the service within the contract.  The consumer would be liable to pay the Early Termination Fee. 
  
  However, since the consumer did not get the expected speed that was promised, therefore EarthLink has inactivated the account and waived the cancellation fee of $200.  As an exception to the standard policy, as per the consumers request, we have decided to refund the full total amount of $85.06 paid to us.  The amount is divided into three refund transaction, $15.85, $39.95 and $29.26 which totals to $85.06. Please allow up to 3 to 5 business days for this refund transaction to complete. The account is inactive, and it takes 7 to 10 days for the line to be released from the date of inactivation of the account. We have mailed a return label by post to the consumers contact address.  We would like to inform the consumer that she will have 30 days to return the router and the Wi-Fi extender. If fail to do so, the consumer will be billed a Non-Return Hardware fee. The confirmation number for this response is *********. In case if consumer has a query in regard to this account, the consumer could contact me at my below contact email address. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to a close.
  
  
  
  
  Respectfully
  Roiden 
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Earthlink that indicated my account would be canceled on May4th, 2025. I called and the Agent told me she would transfer me to the ****************************** I did not get connected to the correct department but when I asked the agent I was connected to if my account was going to be canceled he indicated yes. so I asked to speak to a supervisor, the next agent answered and they weren't a supervisor but said the amount was not cancelled. I then asked for an executive since it appears that your company has no idea what it's doing. I had now spent 45 minutes on the phone for nothing. I asked to speak to an executive and a person by the name of ***** from ******* answered. i requested a $40 credit for wasting my time on the phone. The best she could do was $5.00. You would think that since i've been a customer for over ********************************************************************************************************** feel like she was bending over backwards. I don't need your company. Thanks for how you handle a CEO's concern

  

  Business Response

  Date: 04/30/2025

  04/30/2025
  ****** *** *********************** # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that he received an email indicating that the account would be canceled on 05/04/2025. It is stated that the agent told that she would transfer to another department but did not connect to the correct department. It is mentioned that he asked the representative if the account was going to get canceled and he said yes so he asked for a supervisor but the next representative said that the account was not canceled. The consumer states that he spent 45 minutes on the phone and also spoke with an Executive. It is stated that he requested a credit of $40 for wasting time and that he has been a customer for over 20 years but the representative offered $5. The consumer has expressed dissatisfaction and is seeking a billing adjustment.
  
  We would like to apologize for any confusion or misunderstandings related to the account. On reviewing the account we see that the service is active for Premium Email. As per the records the account got canceled accidentally and was restored immediately. When the consumer contacted EarthLink, a credit of $5 was given for the inconvenience caused. We want to thank the consumer for being a loyal consumer for so many years!.  As customer appreciation we are processing an additional credit of $5 for two more months. The credit of $5 will be adjusted with the invoices for the next three months. The current status of the account is active. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services. The confirmation number for this response is 203943405.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23263365
  
  I am rejecting this response because:
  In my opinion I spent 55 minutes on the phone due to yiur company sending out an email indicating my account was deleted.. which youve acknowledged. So after 20 years of being a customer Im only worth $10 for your errors?  As the CEO of a company Im appalled at your offer.  Im asking $40 to resolve this complaint.

  Sincerely,
  
  ****** *** Jr.

  

  Business Response

  Date: 05/01/2025

  05/01/2025
  ****** *** *********************** # ********
  EarthLink Acct # ********
  Acct status: Active
  
  In the rebuttal it is stated that he is rejecting the response because he spent 55 minutes on the phone due to Company sending out an email indicating the account was deleted. It is mentioned that after 20 years of service only $10 for Company errors is appalling. The consumer is asking $40 to resolve this complaint.
  
  In the previous response it was stated that the account is active for Premium email. As per the records, the account was accidentally canceled and restored immediately. The issue was rectified immediately without any loss of service. We would like to inform that EarthLink makes all reasonable efforts to provide high quality service with award winning support. However the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. As customer appreciation a credit of $5 for three months was processed. In an effort to resolve this issue we are making an exception and providing a credit of $5 for eight months. A total credit of $40 has been processed. Regular billing will begin from 01/04/2026. The confirmation number for this response is *********.
  
  We would like to thank the consumer for being a loyal EarthLink subscriber. We apologize for any inconvenience that may have been caused to the consumer while dealing with this issue.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had earthlink email for a long time over 20 years. I have been locked out of my email it says password is incorrect. I've been on hold 3 separate times for over 40 mins and also chose option to get a call back. No call back. Also tried using text Cant reset password because they kept sending verification code to email i don't have access to

  

  Business Response

  Date: 04/24/2025

  04/24/2025
  ******* *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Active
  
  The consumer states that she has EarthLink for over 20 years and has been locked out of the email due to incorrect password. It is stated that she was on hold 3 separate times for over 40 minutes and chose the option to get a call back but did not get a call back. It is further stated that she is unable to use the reset password tool as it sends the verification code to the email for which she does not have access.The consumer is seeking a resolution.
  
  On reviewing the account we see that the service is active for Premium email. This issue was escalated to level 3 technical support. As per the records our technical team contacted the consumer and she was able to change the password and access the email. We are sorry for the hold time and continue our efforts to reduce it. The consumer can contact us for any concerns regarding this matter. The current status of the account is active. The confirmation number for this response is 203932867.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I call Earthlink to get internet services. the tech partly installed it on 04/17/2025 I left the room to get dress and when I enter the room the tech was done .I ask my husband did he leave any paper work or anything ,however he did not.I thought that was strange . When I was online I notices the internet was broadcasting **** online and when I look at the cable modem it had no brand or name. I was very unhappy so I call Earthlink to complain about **** being broadcast online instead of Earthlink The earthlink customer services worker made it known to me that **** installed their line . I was upset and ask why it was not made it known to me at the time i order services . When i went outside i saw their box on the back side of the house and a unburied cable line expose. I was very unhappy because I did not want **** product their line or box on my property. I felt like a scamed senior so I immediately cancelled the service even thou the installment was free. The services was cancelled and off the next day and a ticket was made for ********* to come out today to remove their unwanted lines, and un **** modem box, and the A&T box that I found outside of my home with the expose wire. On 04/18/2025 I saw a man outside my home taking picture with his vehicle park a distant from my home,however he never knock on my door.When i came out side to talk to him . The man told me he was burying the line and I told him The appointment was for the removal of **** boxes and line , however he did not . When I call customer services I got the run around and at other time I was hung up on. A customer services supervisor (worker) told me he will have to contact someone and get back with me on 04/22/ ***** even thou **** suppose to have remove their expose line today ,but they did not.

  

  Business Response

  Date: 04/23/2025

  Date: - 4-23-2025
  Rodney& ****** ****** BBB # ********
  EarthLink Account # ********
  Acct status: Inactive
  
  
  In the complaint the consumer states that they signed up with EarthLink for internet service.   The consumer states that they got their account canceled upon knowing that the line would be of AT&T. The consumer states that they requested to remove the cable lines and boxes around their house.  The consumer has mentioned their difficulties in regard to removing AT&T line and boxes around their house.The consumer has therefore requested EarthLink to look into this matter and accordingly resolve their issue.
  
  We apologize to the consumer for the miscommunication that had happened between them and the AT&T installer.  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.   So therefore,EarthLink has tied up with the phone companies who lay 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.
  
  In regard to removal request of AT&T lines and boxes around their house. We accordingly escalated the consumers issue to the respected vendor department.  We received a reply from them stating that the customer needs to call up this contact number -************* to create ************************ They will accordingly speak to the consumer and take down certain information that they require in regard to removing the cable line and boxes.  There could be a possibility they might place some terms and condition which the consumer has to accept in order to go further with the work order. This is reason we requested the consumer to contact them in order to complete the formalities in creating a MR ************ ticket). In order to resolve their issue, we would request the consumer to kindly get in touch with them as soon as possible. We have also sent an email yesterday to the consumers contact email address, requesting to contact them and getting a MR ************ Ticket number). Once the consumer receives the MR ************ Ticket number) they could forward the ticket number to my contact email address mentioned below.  They also have the option to reply to me back to the email sent yesterday. We will accordingly try our level best to expertise to resolve the consumers issue from vendors end.  The confirmation number for this response is 202231634.
  
  
  
  
  Respectfully
  Roiden
  EarthLink Executive Relations
  EarthLink
  ****************************************
  *********** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had **** internet and accepted a Fiber internet promotion with ****. Paying **** for internet ************** Received a bill from Earthlink for $280.35. Earthlink has never provided service. Why are we being billed by Earthlink?

  

  Business Response

  Date: 04/22/2025

  04/22/2025
  ***** *****-BBB # ********
  EarthLink Acct # ********
  Acct status: Inactive
  
  The consumer states that he had AT&T internet and accepted a fiber internet promotion with AT&T. The consumer states that he pays for AT&T fiber internet and received a bill from EarthLink for $280.35. It is further stated that EarthLink has never provided service and wants to know why he is being billed by EarthLink. The consumer is disputing the charge of $280.35.
  
  We are sorry for any misunderstanding that may have happened. On reviewing the account we see that the service was set 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 account was active and therefore billed. EarthLink does not track usage and there is no way of knowing that the service was not used. As per the records, the charge of $80.35 for the invoice dated 08/13/2025 was rejected and unpaid. Therefore the account went inactive. The account is under a term commitment and as per the policy If you have a Term Plan and your Service is canceled by you or by EarthLink for cause prior to the end of the fixed period in your billing plan and your billing plan includes a fee payable in the event of such termination (an Early Termination Fee), EarthLink will bill you the Early Termination Fee set forth in your billing plan. In an effort to resolve this issue we are making an exception to the standard policy. The Early Termination Fee of $200 and the past due balance of $80.35 has been waived. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take feedback's positively to improve our services.  The confirmation number for this response is *********.
  
  Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
  
  Respectfully
  
  ***** ****
  EarthLink Executive Relations
  EarthLink
  **********************************************************************************; 
  [email protected]
  
  Online Internet Service Agreement:
  *************************************

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need an explanation of why the billing went from ***** to ***** without notification for the 04/02/2025 - 05/01/2025? Why? Also why does my billing sheet show ***** and ***** adding up to ***** which is does not match *****? Why?

  

  Business Response

  Date: 04/21/2025

  Date: - 04-21-2025
  J. ******* *******-******* Ii BBB # ******** 
  EarthLink Acct # ********
  Acct status: Active

  
  
  In the complaint, the consumer would like to know why his bill increased from $55.80 to $*****. The consumer states that he has not received any notification of the bill increase for the period of 04/02/2025 to 05/01/2025. The consumer would like to get a clarification on the billing discrepancy as he received a bill for $44.95 plus $14.95 which consumer states is $64.80 and which does not match *****. The consumer is seeking a resolution and a clarification from EarthLink in this regard.
  
  We would like to apologize for any confusion or misunderstandings related to the consumers billing. On reviewing the account, we see that the service was set up for Wireless Home Internet service for $***** a month. We do see that there was a price increase of $10 done for all EarthLink customers.  We would like to inform the 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. Therefore, the consumers price increased from $55.80 to $***** a month. We apologize incase if the consumer has not received this price increase notification email.  
  
  In regard to billing clarification,we would request the consumer to recheck the invoice. On the invoice the bill amount is $49.95 plus $14.95 plus 90 cents Taxes and Government Fee which totals up to $***** and not $44.95 Plus $14.95. For clarification we have emailed the invoice to the consumer`s contact email address mentioned in the BBB complaint.    We would like to inform the consumer that the price increase is done for all EarthLink customers. So hence forth the consumer will see a price increase of $10.                                                                                                   

  However,for now we have placed a total of three months $10 credit which would be adjusted towards next three months bill.  So, the bill would be $55.80 from $***** for the month of May June and July.  The regular bill with price increase would start from August 2, 2025 for $***** a month.  The confirmation number for this response is ************.
  
  
  
  
  Respectfully
  Roiden  
  EarthLink Executive Relations
  EarthLink
  **************************************************************************************** | 30328 
  ************************************
  EarthLink ************** Agreement:
  ***************************************