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:01/09/2023
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 been hung up on by EarthLink after the **** tech called in the cancellation and had us connected, and now have been on hold waiting on someone to answer their designated cancellation line for over 45 minutes. I am in need of a refund after I was lied to, about the internet speed I would be receiving on installation and the price, by the EarthLink salesperson on December 28, 2022. I called EarthLink and ordered internet service at my new address on December 28, 2022 to be installed on January 9, 2023. After several questions and waiting on the salesperson to check to see if 1000Mbps speed was available he came back and said it was for $70/mo after the equipment rental fee. Great, set me up! I said.**** showed up for the install and said no this is an 18Mbps service for $85/mo. I now cannot get this service cancelled nor can I get my money back because EarthLink doesnt answer the phone number they designate as the cancellation/change of service phone line. Its a shame a company would lie to a customer to steal their money and make a sale like somehow I wouldnt notice that this internet service was not the speed that was promised to me on the phone. **note: to EarthLink, My billing address is different than when the service was ordered because I have moved. Please contact me.
Business Response
Date: 01/10/2023
01/10/2022
***************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he was lied about the speed that he would receive and the price. It is stated that he contacted to check for 100 MBPS speed availability for his area and after several questions the sales representative said it was for $70 per month after equipment rental fee. The consumer states he agreed to set it up but the technician who went to install said that it is 18 MBPS speed for $85 per month. The consumer has expressed difficulty in getting a refund and the service cancelled. It is mentioned that his address has changed because he has moved. The consumer wants to discontinue the service and is seeking a refund.
On reviewing the account we see that the service was set up for high speed HyperLink internet access. We are sorry for any miscommunication that *** have happened at the point of sale. We are sorry to know that the consumer cancelled the service due to incorrect speed issue. The account is cancelled as requested as of 01/09/2023 and the installation fee of $79.95 has been refunded. The refund will reflect in the credit card statement in up to three days. There will be no further billing. We apologize for the negative impact and would like to assure all our consumers that EarthLink takes feedback like this positively and would imply it positively to help improve our services. The confirmation number for this response is 201730180.
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 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
*************************************Initial Complaint
Date:01/08/2023
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.
Good morning,All month of December to present I have not have internet. I have called serval times to fix the issue but kept getting the ran around. I'm pretty sure you guys want your money but I have not have had services so why am I going to pay for something that I haven't been able to use. I spoke to a supervisor ****** and she was extremely rude and still was not able to resolve my issue. I have been a loyal customer for 5 years and this is the way I get treated. I'm extremely disappointed with the services I have received. Now I call EarthLink and keep getting hang up on. This is unacceptable.Business Response
Date: 01/10/2023
01/10/2023
*******************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that from December till date there is no internet and has called several times to fix it. The consumer says that she does not want to pay for the service that she was not able to use. The consumer has expressed dissatisfaction with the service and is seeking a billing adjustment.
On reviewing the account we see that the service was set up for high speed Dry DSL service. We are sorry for the difficulties the consumer may have experienced due to technical issues with the internet connection. EarthLink makes all reasonable efforts to provide high quality service with award winning support. *********** may vary depending on location, line quality, inside wiring, Internet traffic, and other factors some of which are beyond the control of EarthLink. We see that the consumer requested to cancel the account and as requested the account is cancelled as of 12/27/2022. The account had an outstanding balance of $43.18. This charge has been waived. The current status of the account is inactive and there will be no further billing. If the consumer wishes to try our high speed ***************** then they can call our level 3 support on ************ followed by the pin number **** for January. After we are provided with the correct address we run a serviceability check that will help us understand if a consumer is eligible for the service. The confirmation number for this response is 201728910.
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. Please accept our apologies.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
*************************************Initial Complaint
Date:01/06/2023
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.
We have accessed high speed 100 mb legacy account, online account reflects subscribed/purchased 9/2021. Installed by AT&T technician. We were informed that the internet provider would be installing high-speed fiber optic internet to our *************, ** residence and when the technician arrived, we were told that the equipment was not available in our neighborhood. When I called Earthlink customer service/billing **** to ask about the billing differences, I was informed that we would be reimbursed a monthly credit of $10 due to the differences in what we were told would be installed vs. what was installed. I was informed by the customer service rep to continue to call back and request renewal of the monthly $10 credit an intervals of 3-6 months. Slowly, the costs have started to rise. For example, the monthly charges continue to rise in late 2022. Also, a few unusual events as in October 2022: I was charged a $15 fee when using a routing/checking account number (a 'returned check fee'?) which resulted in an $84 November 2022 bill (I use routing/checking account numbers for multiple accounts, this has not been an issue) and my December 2022 bill was $73. When I called to question the amount, i was informed that there was a $4 unknown fee that would be reimbursed and that my January 2023 bill would again reflect $59. I was then transferred to a supervisor to further discuss the recurring monthly $10 credit who, after placing me on the 4th hold of the call (53 minutes total call) informed me that the 'only note that he could find was regarding a 6 month $10 credit courtesy' and that he would not be able further assist me with any additional $10 monthly credits. I then explained to him the credits were related to the billing differences after we were informed we'd receive Fiber Optics and did not, etc. and I was informed our account reflected we HAVE FIBER and that he'd escalate and I'd receive a call back in 48 hours. The website is not user friendly.Business Response
Date: 01/09/2023
01/09/2023
***********************-BBB 18699023
EarthLink Acct # ********
Acct status: Active
The consumer states that she has high speed 100 MB legacy account installed by AT&T. It is stated that she was informed that the internet provider would be installing high speed fiber optic at the *************, ** residence but the technician informed that it was not available in the neighborhood. The consumer states that she contacted EarthLink to ask about the billing difference and she was told that she would be reimbursed $10 a month. It is further stated that she was told to continue to call at intervals of 3 to 6 months for renewal of credits. The consumer states that the costs have started to rise slowly and was also charged $15 as returned check fee for using a checking account which resulted in $84 November bill and was charged $73 in December 2022. When she called EarthLink she was informed of $4 unknown fee which would be reimbursed and the January fee would be $59. The consumer was transferred to the supervisor who informed that the only credit can be seen is $10 for 6 months and he would not be able to assist further with additional $10 credits.
On reviewing the account we see that the service was signed up for high speed HyperLink internet access with best effort 12 MBPS. EarthLink offers a variety of internet services, from fiber internet to satellite internet to wireless home internet. EarthLink services are location specific. After we are provided with the correct address we run a serviceability check that helps us understand if a consumer is eligible for the service. Based on that we are able to provide a more specific information. EarthLink cannot guarantee that service will be available at all locations. There are certain orders that are not completely fiber optic. It has a combination of copper wiring as well as fiber optic. In some cases the fiber optic cable is installed up to the *** box, pole and central office and not always till the consumers premises. We are sorry for any misunderstanding that *** have happened.
HyperLink accounts are not eligible for non-automated payments. The consumer needs to have an automated method of payment at all times. However, the consumer *** make one time payment with a bank draft or checking account. The invoice dated 11/29/2022 was paid by the checking account. This charge was rejected and returned. Therefore there was a return item fee of $15 charged by the bank and the effective charge was $84.64. The consumer has been informed that $4 charge was a prorated charge due to change in the bill cycle date for that month. The consumer has been charged for 12 MBPS service and not for complete fiber optic. The consumer has been given adjustments and credits as requested from time time. There is $10 credit for ten months in last one year. EarthLink must respectfully deny the request for more compensation. EarthLink needs to raise rates occasionally to ensure we offset the impacts of inflation while always maintaining and improving the reliability of our services. However, in an effort to resolve this issue and as customer appreciation we are switching the bill plan with effective discount of $10 per month. The price per month from 01/30/2023 would be $49.95 for internet, $8.95 for the modem and taxes in the total amount of $59.64 per month. The current status of the account is active. EarthLink always tries its best to provide high quality service with award winning support. The confirmation number for this response is 201725821.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
*************************************Initial Complaint
Date:01/03/2023
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.
Earth link is horrible customer service . I have been hung up on 6 times in hopes to return the equipment to them so I won't get billed. They refuse to send me a shipping box to return their router and keep hanging up on me and refusing to send me a address label or help me to get this equipment returned!Business Response
Date: 01/05/2023
01/05/2023
***********************-BBB #********
EarthLink Acct # ********
Acct status: Inactive
The consumer wants to return the equipment so that she wont be billed. It is stated that she has been hung up 6 times and was refused to send a shipping box to return the router. The consumer wants help to return the equipment so that she will not get charged for it. It is further stated that she is 81 years old and does not have the transportation to travel out of town.
On reviewing the account we see that the service was set up for high speed HyperLink internet access. The only locations that will accept these modems are ************ Print and Ship and ******* Store. The consumer can drop it at any of these nearest stores to return the modem. The consumers do not need a return label as these centers know what to do with the modems and return them to AT&T. If the consumer finds it difficult to go to the store then she can keep the modem and no need to return it. The consumer has been informed that there will be no charge for it. The current status of the account is inactive as of 01/03/2023. There will be no further billing. Any call disconnects may have happened due to technical reasons. We are sorry for the negative impact and 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 201716919.
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
[email protected]
EarthLink ************** Agreement:
*************************************
Initial Complaint
Date:12/26/2022
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 sold me a product that was not what they described. during the process I upgraded to the best plan just to make sure We were going to have enough gigs. A description of the usage was talked about thats why to be safe I upgraded and payed for their *** plan. They sold me a plan that was not going to work for me and my family. When the service stared I ran out of gigs in two days, after 7 phone calls back and forth they were not able to help me. they are not a provider that can be used to stream and they failed to tell me that until I was out of gigs. After several phones calls they refused to reimburse my money.Business Response
Date: 12/27/2022
12/27/2022
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he was sold a product that was not what was described. It is stated that he upgraded to the best plan to make sure they would have enough gigs. *********** ran out of gigs in two days and after 7 phone calls he could not get help. It is stated that the service is not for streaming and he was not informed until he ran out of gigs and after several phone calls he was refused to be reimbursed. 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. The account is inactive as of 11/01/2022. The consumer had initiated a chargeback and disputed both the charges of $79.95 and $116.27 with the bank. The consumer has the charges back on the card and can call the bank to claim it. The router has been returned by the consumer on 11/28/2022. The current status of the account is inactive and there will be no further billing. We would like to assure all our consumers that EarthLink always strives for better customer experience and we take every opportunity to improve our staff and services. The confirmation number for this response is SDP 444222.
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 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
*************************************Initial Complaint
Date:12/26/2022
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 ordered wifi Dec. 1, 2022. EarthLink said it would be installed on Dec. 7 2022. No one called and no one showed up, I called EarthLink they said it would be installed on Dec 22 2022. Someone came out for 20 minutes said it would be on by midnight. Still no wifi, called EarthLink this time they said they would be back out Dec. 26 2022. Here it is Dec. 26 and no one has showed up yet. I've had to take off work now 3 days and I've waited 26 days to get wifi. I've been waiting for them to answer the phone for a hour and a half. This is ridiculous and now I've lost 3 days of pay for absolutely nothing. You were paid for a service and I've yet to receive this service.Business Response
Date: 12/27/2022
Date: - 12-27-2022
************************* BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that he had ordered the Internet service from EarthLink. The consumer states that he is having difficulties getting his service installed as the installation date was getting postponed. The consumer complained that no tech had visited his place on the installation date which was schedule for December 7th, 22nd and then later on December 26th. The consumer has mentioned his dissatisfaction towards EarthLink as his services are not yet installed. The consumer has requested a reimbursement for the three days that he had taken an off from his work to get the services installed. The consumer is seeking a resolution from EarthLink in this regard.
We apologize for the difficulties the consumer experienced while trying to get his services installed. 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. As per the consumers issue we had escalated this to our vendor backend team. However as per our record the consumer had called up on December 27th to get the services cancelled. Therefore as per consumers request we have closed account as of December 27, 2022. We have also refunded the installation fee of $79.95 which the consumer had paid. Please allow up to 3 business days for the refund process to complete. The account is inactive and there would be no further billing on the account.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced in bringing this to a close. The confirmation number for this response is 201691872.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
***************************************Initial Complaint
Date:12/20/2022
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 called into All Connect They placed me on the phone with Earthlink Internet Privider lastvweek Wednesday afternoon The Earthlink tep took my ordercrequiring my nane , new address abd phone number.Next step, PAYMENT was REQUURED.I PAID Next I was told to WAIT on Installation for over 7 days!!!!!!!! I paid and had to wait from the 14th to thec21st as next available installation date Who does that? You psy and get no service for A WEEK? I also didnt want the top tuer or highest rate they have now the slowest service. I simply requested the middle/average 100m not 300 nor **** What must I wait 7 days and past a weekend for install date?Some guy texted me from Earthlink and told me he could "change" mmy installation date. Bug hd NEVER did. His response vis text was Your order is "pending" ...so we have to "WAIT" How is my order in "pending" status rather than "paid" status as I was made to PAY on the **** I irdered on my credit card I also asked for the $59.00 rate NOT the $79.00 rate and I told the rep I DO NOT WANT AUTO DEBIT At this point they doing whatever they want abd NOT listening to the customer This is a bad way to start a ********************** relationship and I want clarityBusiness Response
Date: 12/20/2022
12/20/2022
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: active
The consumer states that the service was ordered and she paid for it. It is stated that she had to pay and wait from 14th to 21st as next available installation date. It is stated that she requested average speed and wants to know why she must wait 7 days and past weekend for install date. The consumer states that she was texted that she can change the installation date and the response was Your order is pending. The consumer wants to know how the order is in pending status rather than paid status. It is further stated that she ordered $59.00 plan and not $79 plan. The consumer states that she does not want auto debit at this point. The consumer is seeking clarification.
We would like to apologize for any misunderstanding that *** have happened. On reviewing the account we see that the service is signed up for 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 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 first month invoice in advance. Till the time the service is installed the order is under Pending status and marked as Complete after installation. This is a technical comment and not related to the payment made. Generally the installations do not happen on Saturday/Sunday and carried forward to the next working day. The technicians follow a schedule to complete the installation based on the orders received and available slots. 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. The installation of this order is scheduled for 12/21/2022 between 8am to 9am. The consumer has a dedicated Account Manager for pre-installation queries and the phone number is ************. EarthLink service prices are based on a model that includes the use of an automated form of payment. High speed services are not eligible for non automated method of payment. The bill plan is $59.95 per month for the service and $12.95 for the equipment plus applicable taxes. The confirmation number for this response is 201675706.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Customer Answer
Date: 12/21/2022
Complaint: 18614392
I am rejecting this response because:I took off work this morning for the 8am to 9am Windiw of Bew Installation Earthlink ***** confirmed on my phone via text message ...days ago.
At 9am I called Earthlink to ask "WHERE is the INSTALLER????"
******* put me through to ***** an Acct Rep who told me,"Installers have a lot to get to." "If /when theyre going to be LATE they ARE EXPECTED to CALL the CUSTOMER with an ETA "
I told ***** NO ONE Called me NO ONE from Earthlink, while Ive waited now for 3 HOURS
NO ONE STILL has called me NO ONE right NOW nor from 8am to 10:53am !!!!!
What DISRESPECT and DISREGARD for me as a person and customercwho ALREADY PAID LAST WEEK 12 14 22!!!!
What knd of mistreatment is this?
Bad relations for NEW Service for Installer to go ALL over to others BEFORE ME -DELIBERATE NEGLECT!!!!
i asked for a ************************* told ne NOT for 3-4 hours will **** be in. So I was DENIED
Hecasjed me to COBFURM ny phone number abd Order Details
I said, "You just texted ne a cide to VERIFY me and my assocuated irder when ************; trabsfered me over
He said"Your call didnt come through as a Transfer for me to know you had a Order already"
Whats goingbon here?
Would these people rather PRETEND I had no order abd just SKIP me ALL TOGETHER WHILE IVE TAJEN OFF WORK AND BEEN WAUTING IVERC3 HOURS!!!!!
WHAT THE **** MISTREATMENT IS THIS????
Sincerely,
*****************************Business Response
Date: 12/22/2022
12/22/2022
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that she took off from work for 8am to 9am window of installation. It is stated that she called at ****am to check for the installer. She waited for 3 hours and no one called. The consumer states this is disrespectful and disregard for a person who already paid.
In the previous response the consumer was informed that ***************** requires professional installation. The initial payment is the activation fee that must be paid before the equipment is sent. The technicians follow a schedule to complete the installation based on the orders received and available slots. The tech arrival time was 8am to 9am and the time taken to install depends on various factors such as infrastructure, wiring etc. These slots may get extended due to technical reasons and work load. As per the records the consumer requested cancellation upon tech arrival. The current status of the account is inactive as of 12/21/2022. There will be no further billing. The installation fee of $59.95 has been refunded. The refund will reflect in the credit card statement ***** to three days. 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.
Please accept our apologies for any inconvenience caused.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:12/09/2022
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 12/2, spoke with rep from century link. (or brite speed), we set up a pkg. for internet (for my tv).but i could not continue call ). i phoned back week of 12/5 - 12/9. to speak to someone, and found out i was sent to another company called earthlink. i set up my account, gave them card info for billing/installation. i specially requested a sat. appointment. their contact was "chatting" with an agent. ok, so i did, well, this agent. (keep in mind what month it is) gave me a date of October 12, 2022. i responded, ??? it is December and i asked for a saturday. it took more than several minutes to to realize what date he gave me. then disconnected. anybody i speak with at earthlink.(put me on hold for over 10 minutes) every time i asked a question . they even tried to tx me. with info about my date. (which i can not do) and ended the txing as well, after i responded to each person. (2 people tx me). i cant seem to get an installation date. to fit my schedule. they won't come on saturday/sunday. i was told they dont; do installations. so i spoke to a manager (or though i was) and asked for another solution. she told me to get someone over the age of 18.( with out knowing anything about me.)to sit in my home. well, they thing is, i live by myself. and the 2 people i trust, work also. i would have to take off from work without pay. they had no resolution for me. and could care less. i asked for email to write to headquarters. (gave me [email protected]) i repeated the information back to the mgr. and she confirmed, well no such thing. could not find. so going old school and writing them a letter. so basically if i want internet. i have to take off work (without pay) just to appease them. the mgr i spoke to could not even guarnatee a morning or could not suggest anything else. considering i just opened an account with them, one would think a customer should be treated better. so i have a new tv with no service. i find it hard to believe they could NOT accomidate me.Business Response
Date: 12/12/2022
12/12/2022
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that she set up an account with EarthLink and requested for a Saturday appointment. It is mentioned that she cannot get an appointment date to fit her schedule. The consumer was informed that installations are not done on Saturday/Sunday. The consumer was told to keep someone above the age of 18 as an alternate solution but she lives by herself. The consumer states that she would have to take off from work without pay. It is stated that she has a new TV with no service. The consumer wants an appointment date as requested by her.
On reviewing the account we see that the service is signed up for high speed HyperLink internet access. This type of service requires requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The technicians follow a schedule to complete the installation based on the orders received and available slots. 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. Generally the installations do not happen on Saturday/Sunday. EarthLink had requested an installation date of 12/17.2022 as mentioned by the consumer but it was not available. The installation of this order is scheduled for 12/19/2022 between 8am to 5pm. The consumer has been provided a refund of $50 to offset some of the difficulty this may have caused. The confirmation number for this response is 201654328.
We would like to thank the consumer for her business and sincerely apologize for any inconvenience caused.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcsInitial Complaint
Date:12/06/2022
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 thought I was calling *** for internet service. This service was installed August 16, 2022. I hadn't received a ***** Mail bill or email notification for a bill and it was already October. I called customer service for ***, but was only able to get a recording. So I called the sales at ***. The sales rep. couldn't find my account with the *** after looking. He suggested I sign up again and have a technician come to the house. The *** technician came out on October 14, 2022 He could not get my service to come up on his device. He then hooked me up to a new modem and was then able to get my service up no his device.On October 18, I received a bill payment notice from Earthlink for a bill of $94.78 Who was EarthLink? I then checked my credit account and found that I had money pulled from my account each month since August with NO notification to my email. The first technician that came in August evidently didn't set the system up correctly. I called Earthlink several times the week of October 18th with NO resolution to the problem.They said I had, I think 90 days to cancel without a charge. Now I am being charged $200 for an early cancellation and a $94.78 charge for a month after the new *** service was in and working. The $94.78 was taken out of my account already. EarthLink is billing me for the $200. EarthLink claims I was notified. I took my computer to the **** *** store Monday, October 24, 2022. I showed the manage that I did not receive any emails from EarthLink until the October 18 notice of a payment. Because EarthLink was not *** she could not help me. I still have not deleted any of my emails because I was worried that EarthLink would ruin my credit because I am NOT PAYING the $200 and EL needs to refund the $94.78 One other thing to note. This bill notice of $200 was sent to **** to an old address. Where did they get that? I got it sent to me by way of the person living at that address. I never got this notice at my current address. I have 30 days to notify them from the invoice date which is 11/17/22. I received it on 12/02/22. I am lucky I even got this notice! The account number on the invoice is ******** I went to EL website to see if I could login. My email was not recognized. I tried in October to login and because I didn't have a password setup I couldn't get in. When was I suppose to have an opportunity to set that up?It cost me money in interest if my credit score is ruined. I will expect quit a bit more then $200 from EL, if the BBB can't get a resolution.The billing adjustment should be that I receive $94. 78 in payment and the $200 is no longer charged.Again: I had no idea I was being charged each month and that the money was taken out of my account until the October 18 email notice. I didn't realize I was being signed up for a business account. There was some deceit on EarthLinks part way back in August. All along I thought I was dealing with ***. And for me not to receive a single email or ***** Mail from this company until Oct 18 seems a bit suspicious. I believe the only reason I received the email on Oct 18 was because the *** technician that came Oct 14 set up the system correctly, otherwise who knows how long it would have been before I noticed the money coming out of my account.Business Response
Date: 12/07/2022
Date: - 12-07-2022
*************************** BBB # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that they though that they had signed up for AT&T services, as the installer who came was an AT&T installer. The consumer states that after the internet was installed, she did not receive a notification that the bill that she was paying since August 2022 was from EarthLink. The consumer was under the assumption that AT&T was billing her all this while. The consumer states that she was informed that she had 90 days to cancel the service without a cancellation fee. The consumer states that she got her services cancelled however she was billed a cancellation fee of $200. The consumer in her resolution would like EarthLink to refund the last bill for $94.46 and also a waiver of the cancellation fee of $200.
We sincerely apologize for the miscommunication that might have happened during the signup. We would like to inform the consumer that we are using AT&T lines and also AT&T technician to install the consumers internet service. That could be the reason the consumer thought they are using AT&T services. On reviewing the account we see that the consumer was signed up for High speed Hyperlink service. ********************* comes with a one year contract with an Early Termination fee up to $200 and a first 30 days of remorse period. If the consumer decides to cancel the service within the first 30 days of remorse period, the consumer is not liable to pay the Early Termination fee. The consumer was therefore billed an Early Termination fee of $200 as she had cancelled the service after 30 days remorse period.
However in order to bring this matter to close, based on the situation and in exception to the standard policy we are waiving the Early Termination Fee of $200. Additionally we are also placing a refund of $94.46. Please allow up to 3 days for this refund transaction to complete. The confirmation number for this response is 201639938.
Respectfull
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:12/02/2022
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.
Ordered service for fiber optic internet. Installer came today and was told he wasn't installing it. Just copper based internet. Reached out to earthlink and customer service won't resolve itBusiness Response
Date: 12/06/2022
12/06/2022
***************************-BBB # ********
EarthLink Acct # ********
Acct status: active
In the complaint the consumer states that he ordered service for fiber optic internet. The installer came and told he wasnt installing. The consumer states it is just copper based internet and when he contacted customer service it was not resolved.
We apologize for any miscommunication that *** have happened at the time of sign up. On reviewing the account we see that the service is signed up for high speed HyperLink internet access. There are certain orders that are not completely fiber optic and it has a combination of copper wiring as well as fiber optic. In such cases the fiber optic cable is installed up to the *** box, pole and central office and not always till the consumers premises. The consumer returned the job and later wanted to install the service. The installation is scheduled for 12/12/2022 between 10 am to 12 pm. The consumer has a dedicated Account Manager for any pre-installation queries. The contact number is **********. We request the consumer to contact the Account Manager for pre-installation queries. The confirmation number for this response is 210632490.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer *** have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/
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