Complaints
This profile includes complaints for Earthlink, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 602 total complaints in the last 3 years.
- 256 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/03/2023
Type: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 an internet installation scheduled since December 2022. It has been rescheduled 3 times due to the installer not showing up. I have made every attempt to communicate with them, usually resulting in an 1 hr + hold/ transfer session each time. I have been very specific that we live on acreage and have a loose guard dog so I need a call 30 min or so prior. They have not so much as called me once, I have had to do all the leg work and they have disregarded any consideration to our lives. They subcontract the technicians and never have a solution to figure out why they keep not showing up. They expect someone to miss work for each install date for an entire day 8am to 5pm. They do not follow the installation scheduled order, instead they don't contact anyone, just move it out 1-2 weeks each time. I have spoken to every department and currently have an active email communication with corporate who has mentioned compensation for our troubles but not followed through on even an installation or alternative solution. We have been pushed out yet again to 2/15/23.We live in a rural area where were limited on our internet options that are suitable for our needs. They are aware of this and know that we cannot go with anyone else. That *** be contributing to their lack of consideration, but I don't understand how ANY company can treat anyone like this. Our lives have been put on hold, I'm on the verge of losing my job, and we have experience both a financial and mental strain from this situation. I don't know what my next steps are yet but I figured I would start here. Thank you.
Business Response
Date: 02/06/2023
Date: - 02-06-2023
************************* BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint the consumer states their installation is still pending since December 2022. The consumer states that the installation was rescheduled 3 times due to the installer not showing up. The consumer states that they live in a rural area on an acreage and have a loose guard dog and so they need a call 30-minute prior installation. The consumer states that their installation was always postponed stating that the consumer is not available, despite of them being at home. The consumer has mentioned their dissatisfaction towards EarthLink, as they have encountered difficulties trying to get this issue resolved. The consumer has also requested a compensation towards the delay in getting their services installed.
We sincerely apologize for the inconvenience caused to the consumer due to the delay in getting their services installed. As per the consumers issue we had escalated this to our vendor backend team. The best earliest time that we could reschedule the installation was for February 16, 2023 between 8 am to 5 pm. We have given a special instruction to our installation team, that they would contact the consumer before they could arrive at the consumers premises to install the services. We had also placed a refund of $99.95 on January 18, 2023, in order to compensate for the delay in getting their services installed.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced while trying to get their services installed. The confirmation number for this response is 201799794.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 02/06/2023
Complaint: 19329572
I am rejecting this response because:They still won't resolve the issue by scheduling it sooner. I should be next in line pushing it out two more weeks doesn't resolve the problem. I cannot imagine if other people are also going through this. This is horrible service. A huge strain on our family. I no longer want to do business with EarthLink but I also don't want anybody else to ever have to go through this. Multiple days of missed work accumulate to hundreds of dollars lost for our family. Not to mention I can't run my home business from home without the internet. So there's been over a month of lost wages from that as well. All security cameras on our home run off internet so not being able to get that set up doesn't allow the security that we should have on our home. I have been very flexible and understanding about how the installation process can be fairly unpredictable from address to address. I have done everything that I can to try and communicate with nothing on their end. For EarthLink to allow their subcontracted installers to treat people like this speaks volumes for them as a company. Their customers are nothing but dollar signs. It's absolutely disgusting. At this point it's not even worth asking for compensation because they would refuse to compensate until I installed their internet and I have no desire to do business with them anymore. Though for my troubles I hope that I can at least inform other people to steer clear and maybe with the help of BBB encourage them to change their practices.
Sincerely,
*************************Business Response
Date: 02/08/2023
Date: - 02-08-2023
************************* BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Inactive
In the rebuttal the consumer has mentioned her dissatisfaction towards EarthLink, as no sooner date of installing the service was provided by EarthLink. The consumer has therefore stated that they no longer would like to do business with EarthLink as they cannot wait for a longer time to get the services installed.
We sincerely apologize for the inconvenience caused to the consumer. We would like to assure all our consumers that EarthLink makes all reasonable efforts to provide high quality service with award winning support. Accordingly, as per the consumers issue we had escalated this to our vendor backend team and the best earliest time that we could reschedule the installation was for February 16, 2023, between 8 am to 5 pm. We had also given a special instruction to our installation team, that they would contact the consumer before they could arrive at the consumers premises to install the services. However, we do understand the consumer concern and so as per the consumers request we have inactivated the account as of today. There would be no further charge on the account. As a courtesy we had already refunded all the amount that the consumer had paid to EarthLink.
Lastly, we would like to inform the consumer that the complex nature of the internet service depends upon various factors some of which are beyond EarthLink's control. We are sorry that the consumer did not get the desired connection installed. Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this matter to close. The confirmation number for this response is 201799794.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | ************************************ | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:01/24/2023
Type: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.
Internet connection keeps failing. There has been 7 service calls to my address in 4 Months. Connection still not working correctly and they want 200 Dollars to have me disconnected, so I can get a reliable connection.Business Response
Date: 01/25/2023
01/25/2023
*****************************- BBB # ********
EarthLink Acct # ********
Account status: Inactive
The consumer states that the internet connection keeps failing. It is mentioned that there have been seven service calls and the connection is still not working correctly. The consumer states that there is a fee of $200 to disconnect the service. The consumer is seeking a resolution so that he can get reliable service.
On reviewing the account we see that the service was set up for high speed HyperLink internet access. There are several factors affecting the speed and quality of the internet service. EarthLink makes all reasonable efforts to provide high quality service with award winning support but the complex nature of the internet service depends on various factors like infrastructure, wiring etc. some of which are beyond EarthLinks control. We are sorry to know that the consumer did not get a desirable connection and cancelled the service. The account is inactive as of 01/24/2023 with zero balance. As per the policy, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. The consumer is registered for Affordable Connectivity Program and therefore Early Termination Fee of $200 has not been applied. There will be no further billing. It may take up to 7 to 10 calendar days for the lines to release. The confirmation number for this response is 201772064.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | *******, ** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:01/20/2023
Type: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 in the market to change my internet service. I contacted Earthlink and after being told on the phone, the monthly cost would be $54.95 for 300 Gbps fiber optic service, plus tax, plus $40 installation, I signed up I was also informed it would be a 12 month commitment to get the $54.95 plus tax rate. When I received my bill today, the total was for $82.94. I looked at the bill and found two $9.95 charges I wasn't informed nor did I agree to and $6.95 (per month) for the modem, which again, I was not informed of that there was an additional cost for the modem. I was specifically told "$54.95 plus tax." They did agree to remove the two $9.95 charges per month, but will not remove the monthly modem charge.Business Response
Date: 01/23/2023
Date: - 01-23-2023
*********************** BBB # ********
EarthLink Acct # ********
Acct status: Active
In the complaint the consumer has mentioned his dissatisfaction towards EarthLink, as he was not informed about the modem fee at the time of sign up. The consumer states that he was informed that,he would be charged $54.95 plus taxes, however the bill has increased to $82.94 a month. The consumer states that on viewing his bill, he noticed that there were two charges of $9.95 which he did not agree to sign up for and nor did he authorize. The consumer states that he was not informed about the additional charges for the modem. The consumer states that EarthLink did agree to remove the charges of $9.95 however declined to remove the monthly modem fee of $6.95. The consumer in his desired resolution does not want to be charged a penalty for breaking the 12 months commitment, so that he could find another provider.
As per our records the consumer has signed up for a high-speed ***************** for a monthly fee of $62.44 which included the modem fee plus taxes. We sincerely apologize for the miscommunication that might have happened at the time of signup. The monthly internet fee included the $54.95 plus $6.95 modem fee plus 54 cents taxes. Apart from internet and modem fee there were two services added on the account, Easy tech and EarthLink protect for $9.95 each. Therefore, there was an increase in the bill. According to the consumers request we have cancelled these two additional services Easy tech and EarthLink protect on January 20,2023. There would be no further billing for these two services.
On further reviewing the account we see that the consumers Hyperlink account is under a 12-month commitment. The ***************** comes with a one-year contract with an Early Termination fee up to $200 and a first 30 days of remorse ******. If the consumer decides to cancel the service within the first 30 days of remorse ******, the consumer is not liable to pay the Early Termination fee. However, we do see that the 30 days grace ****** has got over and so if the consumer decides to cancel now, he would be liable to pay the Early Termination fee. The consumers account is kept active.
However,as a courtesy we have refunded $20.50 which the consumer was billed for the Easy tech and EarthLink protect service. Please allow up to 3 days for this refund transaction to complete. Additionally in order to retain the consumer we are placing a recurring credit for 3 months towards the modem fee. The credit start date would be from February 19, 2023, till May 18, 2023, and so the consumer would be billed $54.95 plus taxes for this credit ******. The regular billing would resume from May 19, 2023, for $62.94 a month.
Incase if the consumer would not like to accept the above credit offer and wishes to go ahead with the cancellation, then the consumer could contact us via phone at **************. The hours of operation are between 10 am to 8 pm EST, 7 days a week. We would advise the consumer to please call us before the billing cycle date in order to avoid future charges. We would also like to inform the consumer that he would be liable to pay the Early Termination fee. The confirmation number for this response is 201764456.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 01/24/2023
Complaint: 18869775
I am rejecting this response because:
Sincerely,
***********************I didn't receive the bill with the unauthorized charges (including the modem monthly fee) until well after the 30 day option to cancel was exceeded. Additionally, I was already promised the refund by phone last week that I am now being offered. Which, buy the way has not yet posted on my credit card.
Business Response
Date: 01/25/2023
Date: - 01-25-2023
*********************** BBB Rebuttal # ********
EarthLink Acct # ********
Acct status: Active
In the complaint the consumer has rejected the response stating that, he has received the bill with the unauthorized charges after the 30 days remorse period. The consumer states that last week a refund was promised however its not yet been posted on the Credit card statement. The consumer in his desired resolution would like to waive the modem fee and also get the refund that was promised to him.
We apologize for the delay in the refund process. We would like to inform the consumer that it takes up to 3 working days for the refund transaction to complete. Incase if the consumer does not see this refund within this next two days, then we would request the consumer to fax us the bank statement. The fax number would be **********. We would like to request the consumer to mention their contact details on the fax.
As a courtesy EarthLink has decided to waive the modem fee of $6.95 a month, till the 12 months commitment gets over. Therefore,consumers monthly bill would be lowered from $62.44 to $54.95 plus taxes till the 12 months gets over. The confirmation number for this response is 201764456.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ************************************************************************ | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:01/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Monday December 26th, I reached out to Earthlink to inquire about their internet service. I spoke to a representative, *********************** who informed me they are the only internet service provider in my area and that they do provide unlimited data. I was told there was a 1 time fee for $75+ to get connected. I provided my card info and paid for the service. I was sent a modem a few days later. Upon receipt, I tried to activate my service and was told there is a charge of $80+ to do so. I paid the $80+ and also called customer service to find out why I was being charged again and why my account also states that I only have 50gb per month. I then spoke to a manager that informed me they do not have unlimited service and that they are the only internet provider within my zip code. Less than a week later, I received an email that I've already use half my data. I started calling other companies to see if they service my area which they did. I would like EarthLink to refund my money because they lied about their service and charged me more than once.Business Response
Date: 01/18/2023
01/18/2023
*******************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that on 12/26/2022 she contacted EarthLink to inquire about the internet service. The representative informed they are the only provider and offered unlimited data. The consumer was told a one time fee of $75 to get connected. The consumer provided the card info and paid for the service. The consumer received the modem and activated the service. The consumer was told about the charge of $80 to activate the service and she paid. The consumer contacted to check why it shows that she has only 50 GB per month. The consumer was informed by the manager that the service is not unlimited and it is only 50 GB per month. Within a week the consumer got an email that she has already used half the data. It is further stated that she contacted other companies and found that they do provide service in the area. The consumer is seeking a refund.
On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that *** have happened. The initial payment at sign up is the activation fee and must be paid before the equipment is sent to the consumers home. To start the service the consumer must pay the monthly invoice in advance. As per the records the service was activated on 12/30/2022. The consumer spoke to the supervisor who had informed that the service is not unlimited and also the charges were explained. The account is inactive as of 01/17/2023. Based on the situation the charges are valid. The consumer has been sent a return label at the email address **********************. The router must be returned within 30 days to avoid unreturned hardware fee of $200. 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 confirmation number for this response is SDP 457661.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | *******, ** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:01/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Earthlink internet customer service are rude I called 3 times they hang up on u. Service is disconnected for no reason don't know. I'm still on hold its now 22 minutes. I changed the dates I only get paid monthly im a veteran an this is awful. My wife works from home no internet no paycheck. Unacceptable on phone this long. Past 2 weeks had no internet no credit or nothing from company not even apologized. But u want our money for services. A manager need to train themBusiness Response
Date: 01/18/2023
Date :- 01-18-2023
***************************** BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer has mentioned his dissatisfaction towards EarthLink in regards to his interaction with EarthLink. The consumer states that for no reason their internet is disconnected. The consumer states that he is a veteran and gets paid once a month. The consumer states that the internet was down for two weeks and due to which his wifes work was getting affect as she works from home. The consumer states EarthLink did not offer any credits for the internet down time. The consumer is seeking a resolution from EarthLink in this regard.
We apologize for the negative interaction that the consumer had with us. EarthLink takes feedback like this quite seriously and we will address any failing to the people responsible allowing them to help improve our EarthLink services to more closely align with what our consumers expect.
As per our records, consumers wife ********************************** has already placed the same complaint with the BBB complaint Id ********. We have sent a BBB response to the consumer explaining the reason for the account inactivation and also that they need to pay the $ ***** to get the account reactivated along with the reactivation fee. Incase if the amount is not paid on time the internet line would be released permanently and consumer might not be able get their service reinstated. Please accept my apology on behalf of EarthLink for any difficulties the consumer may have experienced. The confirmation number for this response is 201751201.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:01/17/2023
Type: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.
Past 2 weeks didn't have internet. In the area was wreck an poll down. EarthLink didn't notify customers nor give credit for any issues. Tech came out 3rd week to fix. Now today no internet we changed the due date because I'm the only one working. I work from home, no internet no paycheck for me. U disconnect the internet for no reason. Explain today why internet isn't working.Business Response
Date: 01/18/2023
01/18/2023
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that they did not have internet for past two weeks. It is mentioned that EarthLink did not notify customers nor give credit for any issues. The tech came 3rd week to fix. It is stated that again today there is no internet. The due date was changed and she is the only one working from home and if there is no internet then no pay check. The consumer wants to know why the internet is not working.
On reviewing the account we see that the service was signed up for high speed HyperLink internet access. The charge of $60.59 for the invoice dated 12/10/2022 was rejected. The account was set to close as of 12/21/2022. When the consumer contacted EarthLink the account was reactivated and protected till 12/25/2022. The charge of 12/10/202 was received on 12/27/2022. The consumer changed the bill cycle date from 9th to 28th of every month. Therefore the next invoice was generated on 12/29/2022. The consumer initiated a chargeback and disputed this charge with the bank. This chargeback was closed in favor of the consumer. ******** paid this money back to the consumer. As designed by the system the service gets automatically disconnected due to the reason chargeback. The consumer was given a credit of $14 when she contacted to inform that there was no service for a week. The current outstanding balance after credit is $49.72. *********** has been suspended for non-payment. The consumer must pay the entire balance and the reactivation fee before 01/24/2023. The confirmation number for this response is 201751201.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | *******, ** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:01/16/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 2,2023, I reached out to Earthlink internet services to have services connected to my residence. After installation I had internet for two days and called earthlink to help with the issue. I found myself holding on the line for three hours with no resolution. They eventually disconnected the call. I had my husband call on a second line and requested to cancel the services. They put him on hold over an hour. On January 16,2022, I called yet again to cancel the services and requested to speak to a manager. They refused to transfer me to a supervisor and stated they could not cancel my services because I was calling the wrong department and once again had be waiting on the phone for hours. I want to my money back and I want to cancel all services.Business Response
Date: 01/18/2023
Date:- 01-18-2023
***********************; BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that after the installation, their internet worked for two days and then they later encountered connection issue. The consumer states that they called up EarthLink however their tech issue remained unresolved and so therefore they decided to cancel their services. The consumer has mentioned their difficulties in getting their services cancelled. The consumer in the resolution has requested EarthLink to refund all the charges and get their services cancelled.
We apologize for the negative impact and would like to assure all our consumers that EarthLink always strives for better customer experience. 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 are sorry to know that the consumer did not get the desired connection and had faced issues in getting their service cancelled. So as per consumers request we have cancelled the account as of today 01/18/2023. There will be no further billing on the account. The account is inactive and it may take 7 to 10 days for the line to release.
In order to bring this matter to close we have refunded all the charges the consumer was billed for. We have placed a refund towards the installation fee of $39.95 as well as $74.03 that was been charged to the consumer. It will take up to 3 days to reflect in the credit card statement. The confirmation number for this response is 201750910.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close.
Respectfully
******
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
***************************************Customer Answer
Date: 01/18/2023
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. Would it be possible to request EarthLink send the refund by mail. Thank you
Sincerely,
*************************Initial Complaint
Date:01/13/2023
Type: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 December 12, 2022 I contacted Frontier Internet. I was moving from ********** to ******************* and I was setting up utilities and internet for the new address we were moving to on December 15th. Frontier stated they did not service our address & transferred the call to EarthLink. I spoke with the EarthLink Representative and informed her we would have approximately 9 devices connected to the internet, would be streaming and working from home, therefore we couldn't have buffering or interrupted service. The rep informed me that the $94.99 plan (75 gigs/100mbps), would be more than adequate for our purposes. We received the router 2 days after we moved in and didn't set it up for another 3-4 days later. After 1 1/2days after connected, I received an email saying we were out of data and I had to upgrade to the $166 plan. We have not had 1 day of uninterrupted internet, if we even get it. We are constantly sent messages that we have to purchase more data. After calling EarthLink's Tech Support 2x with no one calling us back we finally got a Supervisor. Although he was a very nice man, he told us Level 2 Tech Support notes said our problem with not having internet service was data related. I was also told at that time that we didn't have the unlimited data plan. I informed him even when we do have data we have no internet service. We have paid over $400 in one month and still have not had 1 day of consistent internet. We have looked for other service providers with no luck. We don't live in a rural area. There are lots of homes surrounding us. I have never had a problem like this, much less a limited data plan. I didn't even know those plans existed. I would like all my money refunded back to me since I was not told the plan was limited and more importantly because we still don't get consistent daily internet. This has affected my mom, who works from home and hasn't been able to gave consistent internet service. Any assistance would be appreciated.Business Response
Date: 01/13/2023
01/13/2023
***********************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that they moved and contacted Frontier for internet but Frontier said they did not service the area and transferred the call to EarthLink. The consumer states that they informed that they would have 9 devices connected and would be streaming and working from home which would require uninterrupted service. The consumer states they were offered $94.99 plan (75 gigs/100 mbps) and told that it would be adequate for their purpose. After 1 day the consumer received an email that they were out of data and need to upgrade to $166 plan. It is mentioned that there was not a day of uninterrupted service. The consumer contacted EarthLink and the supervisor said that it was data related. It is further stated that they have paid $400 in one month and still do not have consistent internet. The consumer is seeking a refund.
On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for any miscommunication that *** have happened at the point of sale. ******** is not unlimited. The consumer has the ability to purchase more data or switch plan. The speed will get throttled every time the data is reached and once the purchased data is used the service will stop working. Our support team contacted the consumer and clarified that the connection issue was data related. The current status of the account is active and the consumer stated that they would contact later to inform if they would keep or cancel the service. The account is active and the consumer can use the data that has been paid for. The confirmation number for this response is SDP 454735.
Please accept our apologies for any difficulties the consumer *** have experienced
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | *******, ** | 30328
[email protected]
Online Internet Service Agreement:
*************************************Initial Complaint
Date:01/12/2023
Type: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 started having trouble with this company from the start. I asked customer service questions. They told me if I wasn't satisfied, I would get my money back. I asked them about high fiber internet. Their online website and their customer service rep said there was high fiber internet in my area. It was $79.95 to install it.It was supposed to be installed on the 4th of January. There was no call no show on that date. And when I call them they said a line was broken. Said they would call back when it was fixed. Next day no call and I finally called them. They lied and tried to say that I was not at home. Which was not true! After complaining they finally gave me installation date of the 10th of January. The installer came and took the modem out of the box and plugged it in to the phone ***** I asked him about if it was high fiber. He said I look like I expected it to be high fiber. He told me that there was high fiber in the area, but my complex was not hooked up for high fiber. But he is assured me that what he was putting in was high speed and if I wasn't satisfied that I would get my money back. I think they all said I had 30 days. Today is Jan. 12th. Called in and told hey lady that my internet was not working properly. It lagged and if she could send out a tech. She asked me what did I have attached to the internet. And when I told her what I had, she told me that all these things would not work with the modem I had. And it was the fastest modem that they had. When I asked for my money back so I could get something that would work for me, Was told I would not get my installation fee back! I told her what I was told. And keep repeating it. I was mad and was getting madder and hung up! Call my bank to find out what I could do about it. While looking at my bank statement, I found out they had charged me $64.10 to my account without my knowledge or approval.I want is to get my money back, so I can get the internet that will work for me! Thank you *********************Business Response
Date: 01/13/2023
Date:- 01-13-2023
********************* BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: InactiveIn the complaint the consumer has mentioned his dissatisfaction towards EarthLink, as there was a delay in getting his installation done. The consumer also stated that he did not get the desire connection. The consumer therefore got the account cancelled and requested EarthLink to refund the entire amount that he was charged for. The consumer states that at the time of signup, he was promised that, if he was not satisfied with the services, he could then cancel the service within 30 days and get his entire money refunded back. The consumer states that however upon calling EarthLink he was declined the refund. The consumer therefore in his resolution, would like EarthLink to look into this matter and refund him all the charges.
We apologize for the negative impact and would like to assure all our consumers that EarthLink always strives for better customer experience. 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 are sorry to know that the consumer did not get the desired connection. However, the consumer had placed a request to cancel the account and so the account was cancelled as of 01/12/2023. There will be no further billing on the account. The account is inactive and it may take 7 to 10 days for the line to release.In order to bring this matter to close we have refunded all the charges the consumer was billed for. We have placed a refund towards the installation fee of $81.19 as well as $64.10 that was been charged to the consumer. It will take up to 3 days to reflect in the credit card statement. The confirmation number for this response is 201738698.
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
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:01/10/2023
Type: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 looking for home internet at a house I had just moved into. The previous tenants had frontier so I called frontier. They said they did not service my address but an affiliate of theirs did and sent me to Earthlink. As I discussed my needs of a home internet for streaming tv and gaming for the kids they said that a 50gb package was sufficient for my needs. Thinking this was the speeds of internet I said go ahead and sign me up. I asked what kind of router they use so I could provide my own so I wasnt charged a rental fee. They provided me with the type of router and said they would have to ship theirs out anyway and if I had one that would work then I could ship theirs back. I was expecting a technician to show up to do the installation but when weeks have past and I didnt hear from the company I decided to reach out to inquire about the installation. The lady on the phone said I was the one who needed to hook it up and she explained to me what to do. Take it out of the box and plug it in near a window as high as I could. I said is this like a satellite or something she said it worked off of cell phone towers and after I read the numbers to her and all was working fine she said thats it its all done and I had to pay for my first month right then. I paid and started streaming tv and hooked up all my devices to our new home internet and within the first day or two I received a text notification stating I have used 50% of my data. Confused as to why I called EarthLink and they said I had purchased a data package. I assured them that was not my intention as I was lead to believe this was a monthly home internet service. At no point did they tell me that what I was buying was a data package for almost $80 a month.I immediately cancelled my subscription with EarthLink and asked to be refunded for their equipment and activation seeing as I was the one to activate it. They refused to refund anything but the remaining balance of data. I think they do this purposely.Business Response
Date: 01/11/2023
01/11/2023
***********************-BBB # ********
Acct # ********
Acct status: Inactive
The consumer states that he was looking for home internet at a house that he moved into and the previous tenants had frontier. They said that Frontier did not service their address and sent him to EarthLink. The consumer needed internet for streaming TV and gaming for kids. The consumer signed up for 50 GB package thinking that it was the speed of the internet. The consumer waited for installation and after weeks contacted EarthLink. The consumer was informed to hook it up and explained what to do. It is stated that within two days he got notification that 50% of the data was used and when he called back he was told that it was a data package. The consumer states that he cancelled the subscription and asked for a refund for the equipment and activation. The consumer was told that only remaining data balance would be refunded. The consumer states that the sales team should be clear that it is data package and not a monthly home internet.
On reviewing the account we see that the service was set up for Wireless Home Internet. We apologize for any miscommunication that *** have happened at the point of sale. The account is inactive as of 01/02/2023. A return label has been sent to ***************. The consumer must send the router back using the return label within 30 days of cancelling to avoid unreturned hardware fee of $200. A complete refund of $79.95 as well as $80.87 will be made once we receive the router. We would like to assure all our consumers that we take feedback like this positively and would imply it positively to help improve our staff and services. The confirmation number for this response is SDP 453306.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced in bringing this to a close.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | *******, ** | 30328
[email protected]
Online Internet Service Agreement:
*************************************
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