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:12/01/2022
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.
Our internet has not worked properly for a month and we would occasionally lose service for days before that. My husband, whose name is on the account, has contacted Earthlink multiple times and performed the fixes they suggest, to no avail, and I feel he is being placated and lied to. Our computer and modem are up-to-date, so I don't see how the issues can be the fault of anyone other than Earthlink. Both of us are professionals who use technology all day long at work, so it's not an operator error issue. I am fed up and think Earthlink is a horrible company. If we do stay with them, I think we should get five years' free service and a written guarantee that they will send a tech to fix our internet when it goes out. DO NOT call me on the phone.
Business Response
Date: 12/07/2022
Date:- 12-07-2022
******************* BBB Consumer Complaint # ********
EarthLink Acct # *******
Acct status: Active
In the complaint the consumer states that they have internet connection issue since a month. The consumer has mentioned that her husband who owns this account has contacted EarthLink multiple times and their connection issue is still not resolved. The consumer has therefore mentioned her dissatisfaction towards EarthLink in this regard. The consumer is therefore seeking a resolution in regards to getting a compensation towards the down time and also wants the internet connection issue to be resolved.
We apologize for the inconvenience caused to the consumer due to internet connection issue. On reviewing the account we see that the consumer was offered 5 Mbps DSL service. As per EarthLink policy EarthLink makes no guarantees as to the continuous availability of the Service or any specific feature(s) of the Service. The Service speed may vary depending on location, line quality, inside wiring, Internet traffic, and other factors beyond the control of EarthLink . Such factors may be the type of connection between a consumers Internet connected device and modem, the number and types of devices being used, and simultaneous usage by multiple users.
As per the consumers issue we have accordingly escalated this issue to our Tier3 tech. On reviewing the account we see that the Tier3 tech has been working on the consumers issue. Basis recent updates, we can confirm that the consumers issue is resolved by the Tier3 tech on our end. In the complaint the consumer has mentioned to not to call her on her phone and so therefore we would advise the consumer to kindly check and give us a call back if the issue has been resolved.
As a courtesy towards the internet connection issue we are placing a free month which would be applied to the consumer next billing cycle. This free month credit would be applied on January 1, 2023. The consumers regular billing would resumed from February 1, 2023 for $73.93. In case the consumer continues to experience intermittent connection issues they could contact our Tier3 tech on ************ followed by the pin ****. We really appreciate the consumers business and we will continue to serve the consumer. The confirmation number for this response is 201624432.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:11/21/2022
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.
They scheduled a visit 10 days after and on their appointment day they No called No showed. I called their help line, their help line rep said they called the installation crew and that would be here today and would call to let us know they were on their way. It is now after hours and ******* and installers cannot be reached.Business Response
Date: 11/23/2022
11/23/2022
********************************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that the installation was scheduled after ten days and on the date of appointment no one called or showed up. It is mentioned that they called the help line and were told that they were on their way but after hours the rep and the installers were not reachable.
We would like to apologize for any confusion or misunderstandings related to the installation of the service. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. ***************** requires a professional installation, and needs the use of high speed modem that is installed during the technicians visit. The installation was scheduled for 11/21/2022 but due to a technical issue it was carried forward to 11/22/2022. The consumer agreed to wait but the technician reported no access on 11/22/2022. Therefore the installation had to be re-scheduled but the consumer wished to cancel the account. As requested the account is inactive as of 11/23/2022. There will be no further billing The installation fee of $104.20 has been refunded. The refund will reflect in the credit card statement in up to 3 days. The confirmation number for this response is 201599143.
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:
https://www.earthlink.net/tcs/Initial Complaint
Date:11/21/2022
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.
In September 2022, Earthlink gained my business deceitfully through misrepresenting their product as having no cancellation fees. After needing to cancel services in November 2022, they enforced a $200 cancellation fee. This company is a shell/skim company. They use ATT infrastructure. Get your internet fixed by ATT. Don't take no for an answer. Earthlink will lie to you to get your business. The terms they have say that the termination fee is reduced monthly, but their customer service states that it's done quarterly. AVOID!~Business Response
Date: 11/22/2022
Date: - 11-22-2022
*********************** BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that he was misinformed, that there would be no Early Termination Fee upon cancellation. The consumer has mentioned his dissatisfaction towards EarthLink as he was still being charged for an Early Termination Fee after cancelling his services. The consumer is seeking a resolution from EarthLink in this regard.
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. We would like to assure all the consumers that EarthLink always strives for better customer experience and takes every opportunity to improve its staff and services. In regards to Early Termination fee, the consumers are informed by our Sales representative at the time of signup. We apologize for any misunderstanding that *** have happened at the point of sale. By establishing an account, ordering, and/or using the service the consumer is bound by the service Agreement. The Service Agreement is available online to all the consumers at https://www.earthlink.net/tcs/. As per the policy, if the account gets cancelled or inactivated within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. Therefore the consumer was rightly liable to pay the Early Termination Fee of $200.
However in order to bring this matter to close based on the situation and in exception to the standard policy we are refunding the Early Termination Fee of $200. Please allow up to 3 days for this refund transaction to complete. The current status of the account is inactive as of 11/21/2022. There will be no further billing. It *** take **** days for the lines to release. The confirmation number for this response is 201598833.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.EarthLink.net/tcs/Initial Complaint
Date:11/17/2022
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 EarthLink on October 28 2022 told them that I needed internet to stream my TV I live in my house by myself ask what it would cost me for the month of streaming my TV I was told the total amount would be $79.90 then I asked them what would be my total bill to get your service and get your modem I was told $79.70 and that I should be able to stream TV all month with no problem I received my modem on Friday November 3rd and got it's setup to stream my TV a better next day I received a text message the following day after watching 5 episodes of Grey's Anatomy on ******* stating that I've used over half my data called on Monday morning first thing and was told that they don't have unlimited internet so I use my internet for the one day unplugged my modem went and mailed the modem back to them canceled services and yesterday I receive a bill for my credit card that on **** they billed me $79.95 and on November 3rd they billed me $79.90 I called several times with no results too bad too sad pretty much as what they told me not satisfied with it at all not happy not fair that I was lied to you and misrepresented to service and then they're telling me I have to pay almost $160 for using their internet service for one and a half days no one can get someone to talk to me and no one's called me back like they promised. I have the modem from Friday until Monday it left my hands they received it and they think that they're entitled to charge me $79.95 plus an additional $79.90 which the first one I wasn't even made aware of which was $79.95 and I'm supposed to accept that never seen a contract never signed a contract just talked to a person on a phone that was supposed to be a recorded message had it on speaker phone and had two other people listening to the conversation which said I should have no trouble streaming my movies all month for $79.90 didn't even make it a day and a half how they can justify it is beyond meBusiness Response
Date: 11/18/2022
11/18/2022
*************************************-BBB 18419457
EarthLink Acct # ********
Acct status: Active
The consumer states that she called EarthLink on 10/28/2022 for internet to stream TV. She was informed that the bill amount would be $79.90 and the modem would be $79.90. It is stated that she was told she can stream TV all month. The consumer received the modem and got the service set up. Next day she got a text message that she has used over half the data and when she called she was told that the data is not unlimited. The consumer states that she mailed the modem back and cancelled the service. It is mentioned that the bill showed a charge of $79.95 on 10/29/2022 and $79.90 on 11/03/2022. It is stated that she had to pay $160 for using the service for one and a half day.
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 11/07/2022. The router has been received. As customer appreciation a refund of the monthly charge in the amount of $79.90 has been processed. Please allow 2-3 business days for the refund process to complete. 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 421658.
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:
https://www.earthlink.net/tcs/Customer Answer
Date: 11/21/2022
Complaint: 18419457
I am rejecting this response because:
You recieved the router back and should not have to pay anything as I was misguided and lied to at the time. The quick response from me to you and sending router right back to you should more than prove that. I want to be refunded the full amount you took from my account as you did not deliver what your sales man promised. Only got this to stream my TV one day and was texted I was over half out of the data that I was told unlimited. Treat others the way you want to be treated. Make this right. We wouldn't even be here if someone higher up would of called back to talk to me like I was promised after many hours on the phone I reached out to the bbb.
Sincerely,
*************************************Business Response
Date: 11/22/2022
11/22/2022
*************************************-BBB 18419457
EarthLink Acct # ********
Acct status: Inactive
The consumer states that the router was sent back and she should not have to pay anything as she was misguided. It is states that she only got to stream TV one day and got a text that she was over half out of the data that she was told unlimited. The consumer is seeking a full refund.
We apologize for the negative impact and any miscommunication that *** have happened. The initial charge of $79.95 is the activation fee. A complete refund of $79.95 and $79.90 has been provided as of 11/18/2022. The refund will reflect in the credit card statement in 2-3 business 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. The confirmation number for this response is SDP 423748.
EarthLink apologizes for any misunderstanding that *** have occurred and for any inconvenience it might have caused.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:11/17/2022
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 was an Earthlink customer for 25 years. I recently closed my account for unrelated reasons. However, after Earthlink shut down my email addresses, I discovered that Earthlink does not send delivery failure notifications to people who send emails to those closed email accounts. This makes no sense. They send delivery failure notifications to people who send emails to invalid earthlink email addresses. However, they do not do the same thing for closed accounts even those closing an account renders the closed email address invalid. As a result, anyone who sends me an email at one of these closed account addresses will NEVER KNOW that it was not delivered. I regret ever doing business with Earthlink.Business Response
Date: 11/18/2022
Date: - 11-18-2022
*********************** BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states that he had been an EarthLink customer for 25 years. The consumer states that he has cancelled his email account with EarthLink. The consumer has a complain stating that EarthLink does not send delivery failure notifications to people who send emails to his inactive EarthLink email address. The consumer states that as a result, anyone who sends an email to him will never know that the email was not delivered. The consumer is seeking a resolution from EarthLink in this regard.
We appreciate the consumer for being our customer for all these years. We do understand the consumers concern. However we would like to inform the consumer that when any person sends an email to an inactive EarthLink email address, there is a bounce back message send to the sender. The bounce back message ends with an error code and EarthLink cannot specify a particular reason on the bounce back message which goes out. Since they are system generated bounce back. Incase if the consumer claims that the sender does not get any bounce back message in return then we would advise the consumer to speak to our technical department on *************. Our technical department working hours are between 9 am to 8 pm EST. The confirmation number for this response is 201588092.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.earthLink.net/tcs/Customer Answer
Date: 11/23/2022
Complaint: 18417368
I am rejecting this response because the Earthlink representative's statement is incorrect. The earthlink system is not sending delivery failure notification messages in response to emails sent to my closed email accounts. I have sent test messages to my closed addresses numerous times and never received a delivery failure notification. If the Earthlink system is supposed to be doing this, they have a technical problem.
Sincerely,
***********************Business Response
Date: 11/23/2022
Date: - 11-23-2022
*********************** BBB Rebuttal Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states he has rejected the response stating that EarthLink system is not sending a delivery failure notification message in response to emails sent to his closed email account. The consumer states that he has sent a test message to his closed addresses numerous times but never received a delivery failure notification. The consumer in his resolution would like EarthLink to resolve his technical issue in this regard.
We apologize for the inconvenience caused to the consumer. As per the consumers issue we had accordingly escalated this issue to our Tier3 tech. We have received a response from our Tier 3 team that the bounce back message is only sent for a short period of time and not indefinitely after the inactivation of the email account. Incase if the consumer would like to speak to our Tier 3 tech support directly, he could reach them by calling on ************ followed by the pin ****. They are available during week days between 9 Am to 8 Pm ET. The confirmation number for this response is 201588092.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.earthLink.net/tcs/Initial Complaint
Date:11/16/2022
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.
Had to choose an Internet service didnt have a chance to investigate internet services in out areas so then we chose Earthlink 10/25/2020. In the mean time having the service we had problems with it staying on with movies and such. We had to move in *** of 2022 so we transfered the internet because we couldnt cancel it it would cost $200.00 for early termination fee. The lady informed me by November 8, 2022 we could cancel by then. So the date came, I got a new internet service at out new place, I called to cancel this ****** informed it would cost $175.00 for early termination fee. I asked what? So I asked for a supervisor then this ***** came on the phone I asked where they were at he stated ************. I couldnt believe but I could, I asked why I had to pay that it was because of the move. It started all over again because of the address. I told of them not to take them not to take the money out of my account. There was an exchange of words of getting no where. Then the next day the money was removed from my account. I dont like this internet service .Business Response
Date: 11/17/2022
Date: - 11-17-2022
********************* BBB Consumer Complaint # ********
EarthLink Acct # ********
Acct status: Inactive
In the complaint the consumer states she had signed up with EarthLink on October 25, 2020 and later moved to a new location in the month of May 2022. The consumer states that she was informed that if she does not move the service through EarthLink then there would be an Early Termination fee of $200. The consumer states that she then agreed to move her services through EarthLink to her new location. However at new location she started facing slow speed connection issue. The consumer states that due to this reason, she decided to cancel and switch to some other provider. The consumer states that she contacted EarthLink to get her services cancelled and she was informed that upon cancellation there would be an Early Termination Fee. The consumer is now disputing the Early Termination fee, as she states that she was informed by a rep that there would be no cancellation fee if she calls up to cancel on November 8, 2022. The consumer states that she called up on November 8, 2022 and got her services cancelled, however she was charged the Early Termination fee the next day. The consumer in her final resolution would like EarthLink to refund the Early Termination fee of $175.
We sincerely apologize for the miscommunication that might have happened while the consumer contacted EarthLink to get their services cancelled. As per our research, the consumer had placed a request to move the services and the services were installed at the new location in the month of May 2022. The consumers new ***************** was under a one year term commitment. On request placed by the consumer the account was cancelled as of 11/12/22. As per the policy, if an account is cancelled within one year of service at any given location the consumer is liable to pay an Early Termination Fee of up to $200. Therefore the consumer was charged the Early Termination Fee of $175 for the remaining term of contract.
However in order to bring this matter to close, as a special consideration we have placed a refund towards the Early Termination Fee of $175. The account is inactive and there would be no further billing on the account. It may take 7 to 10 days for the line to release. Please allow up to 3 business days for this refund transaction to complete. The confirmation number for this response is 201585296.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.earthLink.net/tcs/Customer Answer
Date: 11/17/2022
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:11/16/2022
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 am getting tired of waiting six hours to six days to get an e-mail! I have reported this for years (18 to be exact) and all they do is "escalate" the issue to a Level 3 technician that never fixes it or even calls. The initial representative has blamed it from anything in between I "have too many e-mails" (which I purchase extra space form them) to my refrigerator is running in the kitchen (I need to unplug it to get my e-mails). I am tired of excuses and paying for service I am not getting!Business Response
Date: 11/18/2022
11/18/2022
*********************-BBB # ********
EarthLink Acct # ********
Acct status: active-New
The consumer states that she is tired of waiting for six hours to six days to get an email and reported it for years. It is mentioned that it is escalated but never fixed. The initial representative mentioned it is due to too many emails for which she purchased extra space and also needed to unplug the refrigerator in the kitchen. The consumer states that she is tired of excuses and paying for the service she is not getting.
We are sorry for the inconvenience caused to the consumer. Since this was a technical issue it was escalated to our level 3 support. As per their notes when the technicians try to help her she has hung up on them. The call backs made are not answered. The consumer has the largest MailBox size that is offered and it is currently 88% full. On reviewing the account we do not see documented evidence of any problem with the Email service. Numerous escalated technical support agents have tried to assist her. As part of troubleshooting the consumer was asked to provide the header information but she disconnected the call. The consumer is often above the allotment on storage and when the MailBox is full the new emails cannot be received. As per the records this has happened in more than one occasion. This is not a technical issue but just how the method works. Although it sounds out of context, with smart refrigerators that use internet connections and other devices that are connected it can cause issues if the speed does not support it. The history of the account shows that the consumer has been credited/refunded for more than half of the previous twelve months. If the consumer believes that the service is not good enough to pay then she may be better served by finding a new provider who can meet her expectations. Alternatively of she is willing to work with a technician to document the issue and work to resolve it then she can call Tier 3 technical support at **************. This is available 9am to 6pm EST, Monday to Friday excluding corporate holidays. The pin numbers are **** for November and **** for December. The confirmation number for this response is 201585728.
Please accept my apologies on behalf of EarthLink for any difficulties the consumer may have experienced.
Respectfully
*******************
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
[email protected]
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/Initial Complaint
Date:11/08/2022
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 05/07/22, I enquired about internet service for my home through Earth Link Internet and Cable. I was told the total price for the monthly service would be $74.00 and that this would be under no contract and I could cancel at anytime. Shortly after (around 11/01/22) my granddaughter had her first child. This has put a strain on us all financially so I decided to cancel. When I called to cancel, I was told that I was under contract and would have to pay a $200.00 cancellation fee. Before long, I had asked to speak to a manager and was denied. I was told that there was no manager available. Also, on the day I signed up, I was told that after 90 days I would receive a $100.00 gift card as part of their promotion for their sales. When I asked about this card, again I was denied.Business Response
Date: 11/09/2022
11/09/2022
*******************-BBB # ********
EarthLink Acct # ********
Acct status: Active
The consumer states that she inquired about the internet service for home through EarthLink. It is stated that the total price would be $74 with no contract and she could cancel at anytime. It is stated that she had financial strain and decided to cancel. When the consumer called to cancel she was informed about $200 cancellation fee. The consumer states that she was informed that she would receive a $100 gift card but when she asked she was denied. The consumer is seeking a billing adjustment.
We would like to apologize for any confusion or misunderstanding that *** have happened. On reviewing the account we see that the service was signed up for high speed HyperLink internet access. *********** is under a term commitment of one year. As per the policy, if the account is cancelled within the first year of service the consumer is liable to pay an Early Termination Fee of up to $200. As per the records $100 gift card was sent to the consumer on 08/10/2022. If the consumer has not received it then we request the consumer to contact our team on the dedicated phone number ************. As customer appreciation we are placing a credit of $5 for next three months. The credit would be applied from the next invoice dated 11/10/2022. The confirmation number for this response is 201564390.
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/Initial Complaint
Date:11/02/2022
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.
I signed up for Earthlink October 20th, 2022. To this date I have paid $160 already. On the sales call I was told I would have 50 GBs high speed and unlimited slower speeds after that was used. I told them I needed the access for work, streaming of sports, and mild gaming. I used the 50 GBs watching probably 4 football games and it was used within a week. The slower speeds kicked in and I was still able to use it for what I needed and it was not an issue. 2 weeks after starting the service we have no internet. I called and they told me I used my 10% slow speed data cap. I was never told about this. They offered me 5 free GBs for the inconvenience. That doesnt help at all. I called in to get someone else and got a supervisor. She told me I was not lied to, only misinformed and then followed it up with we used to have unlimited but changed it in the middle of your bill cycle. this is a sales tactic for us to entice people to buy the higher priced data packages. you received an email stating these changes. I looked through all 7 emails from them regarding data usage and all of them are worded the exact same: you used your monthly data allotment for current billing cycle. as a result, youll continue to experience slower speeds. but dont worry! you can continue to use the internet at this slower speed for no additional cost. to enjoy higher speeds, purchase additional data or upgrade your plan. even their emails are worded like i have unlimited like i was promised. she continued to tell me i was not lied to and defended the sales rep who lied, and also there were no emails like she stated there would be. she offered an additional 10GBs of data but thats it. they baited and switched me and lied from the beginning.Business Response
Date: 11/03/2022
11/03/2022
*****************************-BBB # ********
EarthLink Acct # ********
Acct status: Inactive
The consumer states that he signed up on 10/20/2022 and has paid $160 already. It is stated that on the sales call he was told that he would have 50 GB high speed and unlimited slow speed after it was used. It is stated that he told he needed access for work, streaming sports and mild gaming. 50 GB was over watching 4 football games and after two weeks there is no internet. It is mentioned that he called and was informed that he used 10% of data cap which he was never told. The consumer states that he was offered 5 GB free but it does not help. It is stated that it is sales tactics to entice people to buy higher priced data package. It is further stated that he was told that he would receive slow speed after data is used and he can purchase additional data for higher speed. The consumer would like to receive unlimited slower speeds like promised and full refund of all charges.
On reviewing the account we see that the service was set up for Wireless Home Internet service. We apologize for the negative impact and any miscommunication that *** have happened at the point of sale. The consumer has the ability to purchase more data or switch plan. Based on the interactions with our Executive team we see that the charge of $79.95 and $80.95 has been refunded. It will take up to 2-3 business days for the refund to reflect in the credit card statement depending on the financial institution. Return label has been sent to the email address on file and the router must be returned in the next 30 days to avoid unreturned hardware fee of $200. The account is inactive as of 11/03/2022. 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 412812.
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:
https://www.earthlink.net/tcs/Initial Complaint
Date:10/30/2022
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.
First, I would like to state that I have been a LONG-TIME customer of ********************. For over 20 years. I have had the same email address for that period of time and they have had my business. I also have had internet service with them too. On and off over 20 years too. I currently still have internet service with them too. Since I have always been satisfied with the internet service and my email account: [email protected], I have always thought about giving them my business. But now this time is different, and it is the first time I am filing a complaint against EarthLink for a different issue. I started a new business and to go along with it, I decided that to increase my business potential, I would get a business website. Of course, I decided to stay with Earthlink. In July 2022, I called their website department and I dealt with *****************************************. ************************************************** He was nice enough, but not very competent about the products he is selling. I decided to purchase the website and design it myself through Earthlink. He set up my business website incorrectly and I had him fix that. Then I could not access my business email address: *************************** without it affecting my personal email account: [email protected]. Everytime I would go to the business portal, I would enter my earthlink password and it would block me from getting into my personal email: [email protected]. I complained many, many times. I always got someone in *****. They stated they would call me back and fix the problem. This has been going on now for months. I have lost business because of this. People cannot contact me through my business email. They get error messages. This is unacceptable and I want the past three months credited back to my account. Fix the email problem with my business account. You owe me ****** credit to my account and fix the problem with my website/business email.Business Response
Date: 11/04/2022
Date: - 11-04-2022
********************** BBB # ********
EarthLink Acct # Acct#: ******** Webhosting & ******** Email Service
Acct status: Active
In the complaint the consumer states that she has been an EarthLink customer for more than 20 years. The consumer states that she has signed up for a new website saveouroceansllc.org. The consumer states that for months she is facing technical issues with her business email address *************************** along with EarthLink email address [email protected]. The consumer states that she has lost her business due to this technical issue. The consumer in the resolution has requested EarthLink to resolve her technical issue and also requested a compensation for this unresolved technical issue.
We apologize for all the inconvenience caused to the consumer. As per the consumers issue we have accordingly escalated this issue to our Webhosting tier3 tech. On reviewing the account we see that the Webhosting Tier3 tech had been working on getting the consumers issue resolved. Multiple attempts were made by the Webhosting Tier3 tech to reach the consumer, however they were not able to reach her. Therefore we have closed this ticket as consumer was unreachable. Incase if the issue still persist we would advise the consumer to contact our ********************* on *************. Their working hours are Monday to Friday between 9 am to 6 pm EST. The confirmation number for this response is 201538871.
Respectfully
Roiden
EarthLink Executive Relations
EarthLink
980 ******************** | NE, Suite 400
*******, ** | 30328
****************************
EarthLink ************** Agreement:
https://www.earthlink.net/tcs/
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